Case Study: Sony Music achieves scalable, multilingual fan support with Zendesk

Sony Music - Customer Case Study

Sony Music’s direct-to-consumer team in Tokyo, which connects fans to artists worldwide, needed a hosted help-desk solution to manage international customer requests—from purchases to artist news. Key challenges included multi-lingual customers, a global fan base beyond the U.S., and distributed European support teams that needed a tool they could start using immediately.

They adopted Zendesk after an intuitive free trial, with the VP of program management customizing the system himself. Agents use ticket tags for languages and countries to automate workflows and build targeted reports, giving the team visibility into international issues; the platform proved easy-to-use, transparent, and scalable as more European agents were added.

Sony Music

Arni Sigurdsson

Vice President of Program Management