Case Study: Bill.com achieves proactive, omnichannel support and faster SLAs with Zendesk

How Bill.com addresses customer issues before they arise

Bill.com is a Palo Alto–based fintech platform that automates B2B invoicing and payments for businesses, accounting firms, and banks. As the company scaled, its support team found Oracle RightNow too rigid and lacking the ability to unify channels or surface customer-journey insights, limiting opportunities to proactively address customer needs and reduce repeat contacts.

Bill.com implemented Zendesk Support, Guide, and Chat to create a single source of truth and omnichannel support. Agents now see full customer histories and use custom dashboards and integrations (callback scheduling, routing tools, Tymeshift) to work more efficiently. Today the team handles about 18,000 monthly tickets—80% via chat—with SLAs met about 80% of the time and CSAT at 95% for chat and 90% for email; scheduling time was reduced from 2.5 hours to 60 minutes, and insights are being fed back to product and sales to anticipate customer needs.

Bill.com

Ashish Patel

Director of Customer Support