Case Study: ESL Education achieves faster, deeper global customer insights with BIME by Zendesk

How ESL Education used BIME to unpack their data

ESL Education is a leading international study-abroad provider operating from nearly 50 offices and more than 250 agents worldwide. Facing rapid global growth, the company needed more sophisticated, market-specific insights—such as city preferences by country and office-level trends—but their homemade, static reporting tools required developer requests, Excel exports, and couldn’t support deeper analysis or quick, flexible queries.

They piloted and adopted BIME by Zendesk to connect CRM, accounting, CMS and in-house systems, enabling analysts to mix data on the fly and get answers in hours not months. With features like scheduling, mapping, simplified admin rights and social/ad integrations, use spread across finance, community management and country teams; report publishing dropped from 15–25 minutes to 20–30 seconds, teams gained autonomy, and ESL now blends a real-time big-picture view with detailed customer-level analysis.

ESL Education

Clément Duay

Assistant Product Director and Business Analyst