Case Study: Outdoor footwear company KEEN achieves 95% first-touch resolution and 200% B2C team growth with Zendesk

KEEN puts its best foot forward with customers and partners

KEEN, the Portland-based outdoor footwear and gear company founded in 2003, sells direct to consumers and via KEEN Partner Services. As the business grew across regions and brands, KEEN found its legacy tools (Cisco and Desk.com) couldn’t effectively unify phone and email channels or deliver the reporting and partner support it needed.

In May 2016 KEEN implemented Zendesk Support, Guide, Chat, and Talk, plus a Salesforce integration and multibrand setup with an internal help center. The change enabled faster training and omnichannel visibility, drove a 200% increase in the B2C support team with little effort, maintained 95% first-touch resolution on calls, improved B2B partner satisfaction, handled spikes from 1,400 to 4,000 partner calls per month, and produced dozens of custom reports to inform product and UX improvements.

Keen

Evan Israel

Operations Specialist & Project Liaison