Case Study: Ingersoll Rand raises CSAT 35 points and hits 95% 4-hour SLA with Zendesk Support and Guide

Powering distributors with Zendesk Support and Guide

Ingersoll Rand, a 150‑year‑old global industrial manufacturer whose products are sold through more than 5,000 distributors, faced complex support challenges: legacy tools (Lotus Notes/Outlook) that couldn’t monitor response times, a high email volume (90% of requests), and fragmented knowledge stored on outdated media. With hundreds of products — some decades old — and hundreds of agents supporting distributor repair centers, the company needed faster, more consistent service and a single place for technical content.

In 2014 Ingersoll Rand implemented Zendesk Support and Guide, integrated its phone system and UPS label generation via APIs, and built a branded help center with searchable digital manuals and a custom help form to deflect basic queries. The result: a 35‑point rise in CSAT over three years, 95% adherence to a 4‑hour email SLA, streamlined workflows, improved visibility into repeat issues, and stronger distributor partnerships.

Ingersoll Rand

Kelly Dees

Vice President of Global Customer Experience