Case Study: Mediaocean achieves higher client and agent satisfaction with Zendesk

Mediaocean ramps up B2B self-service for 100K+ global users

Mediaocean, a global ad-management platform used by brands, agencies, and media sellers in 77 countries, relies on a large, distributed Client Services team to handle tens of thousands of support tickets each quarter. After initially replacing Zendesk with a different CRM following an acquisition, the company experienced rising costs, cumbersome customizations, case-collision issues, a 75% drop in portal usage and falling employee morale—prompting leadership to reconsider their support platform.

Mediaocean decided to return to Zendesk and completed a seamless two-month reimplementation, improving configurations and adding integrations (Guide, CloudSET, Salesforce via Azuqua, and JIRA). The move boosted results: CSAT rose from 95% to 98%, portal adoption increased 305% in six weeks, employee satisfaction recovered (a 40‑point rise), agent attrition stayed under 3%, and onboarding and agent productivity improved significantly.

Mediaocean

Stephanie Dorman

Senior VP of Client Services