Case Study: Medidata achieves streamlined, customer-focused support and improved ticket throughput with Zendesk Support

Medidata replaces six internal systems with Zendesk centralized support

Medidata, a cloud-based Clinical Cloud SaaS company that helps run and accelerate clinical trials, needed to fix a fragmented support operation handling high volume (about 45K access requests and 5K tech tickets per month) across nearly 2,200 agents and light agents. When Jason Martin, a former research scientist turned VP of Global Customer Care, took over, the main challenge was replacing multiple legacy systems and realigning support into a customer-focused, measurable organization.

Medidata consolidated support on a single Zendesk Support instance, reorganized reporting by customer segment, and built dashboards to track turnaround times, throughput, and ticket quality by market and call type. That visibility let the team optimize workflows, improve ticket handling and customer sentiment, and roll out Guide for self-service — with plans to automate call-ticket creation to cut agent call time by up to half.

Medidata

Jason Martin

Vice President of Global Customer Care