Case Study: Sure achieves faster, unified customer support with Zendesk

Sure relies on Zendesk's mobile apps for seamless support

Sure is a telecommunications provider serving Guernsey, Jersey and the Isle of Man, with an 18‑person support team handling about 65,000 calls and 3,500+ emails per month. The team struggled with an IT‑centric system (Heat) that required heavy customization and led to fragmented processes, duplicate tickets and slow, inconsistent handling of issues like recurring home internet faults.

By implementing Zendesk Support, Guide and Mobile—including a two‑way billing integration, automations, macros and mobile ticket closure for field engineers—Sure unified customer data and workflows into single tickets and centralized communications. The result was faster, more consistent responses, better visibility and reporting across departments, simplified order notifications and improved overall customer support and satisfaction.

Sure

Sara Liddle

Head of Customer Strategy