Case Study: Lincoln Investment halves response and resolution times and consolidates 18 help desks with Zendesk Support

Lincoln Investment replaced 18 individual help desks with Zendesk Support

Lincoln Investment, a growing full‑service broker‑dealer supporting roughly 1,100 advisors and 320,000 clients, faced scalability and visibility problems from an email‑based help desk and 17 other siloed internal desks. The lack of centralized tickets and actionable metrics made it difficult to measure performance, collaborate across teams, and maintain the high-touch advisor service the firm relies on.

The company rolled out a single Zendesk Support instance to replace 18 individual help desks, integrating ShoreTel and using the Zendesk API to feed a unified advisor portal while meeting security and authentication requirements. The result: streamlined workflows, SLAs, and better reporting, handling 6,000 tickets/month with first‑reply and full‑resolution times cut in half to 1.4 and 1.2 hours, improved agent productivity, and stronger advisor satisfaction and retention.

Lincoln Investment

Guru Rao

Vice President of Applications Development