Case Study: Cubic Telecom slashes support workload and scales customer service with Zendesk

Telecom Pioneer Dials Up Support Agent Productivity With Zendesk Customer Support Software

Cubic Telecom, a Dublin-based software and telecom company behind the global MAXROAM mobile platform, experienced rapid growth and rising customer demand that overwhelmed its single email-based support process. Receiving 150–200 support emails per day, the company needed a scalable trouble-ticket system to replace manual email handling and free staff to focus on growth.

After a 30-day trial, Cubic Telecom implemented Zendesk’s hosted helpdesk—using macros, triggers and community forums—to streamline workflows. Macros cut one agent’s daily email time from about 10 hours to 4, automated notifications and ticketing enabled typical 24-hour handling and escalation, and forums promoted self-service. The result: lower support costs, better measurable effectiveness, and the capacity to support 20–50% annual growth.

Cubic Telecom

Pat Phelan

Co-founder and Director of Products & innovation