Case Study: New Zealand Post achieves faster resolutions and reduced support staffing with Zendesk

New Zealand Post - Customer Case Study

New Zealand Post, a 170‑year‑old national postal service in New Zealand, needed to evolve as customer communications shifted online. Facing an opaque, Gmail‑label workflow, the organization required an easy‑to‑use, integrated help‑desk with email ticketing, a searchable knowledge base, community forums and a robust API to support both external customer support and an internal employee help desk.

They implemented Zendesk’s web‑based SaaS platform, using its configurable workflows, integrated FAQs/forums, API for CRM integration and Yammer integration for internal collaboration. The result was a dramatic efficiency gain—expected staffing needs fell from 12 agents to just two—faster response and resolution times, rapid leadership and staff adoption, and fewer support requests due to effective self‑service and community resources.

New Zealand Post

Rob Holmes

Strategic analyst