Case Study: The Salvation Army achieves 99% customer satisfaction and empowers staff self‑service with Zendesk

The Salvation Army - Customer Case Study

The Salvation Army, a large nonprofit that helps millions with food, shelter, and other services, faced growing demand and internal scale challenges across its regions. Its Western Territory IT team, supporting thousands of staff, was hampered by a cumbersome in‑house ticketing tool that made simple changes slow and offered poor self‑service, so they needed a feature‑rich knowledge base and a more flexible support platform.

The team implemented Zendesk Support, Guide, and Talk, integrated with Microsoft Active Directory and their Cisco phone system, and trained cross‑departmental agents to use the system. Within a year they built a 1,300+ article knowledge base, streamlined ticket triage, and handled thousands of tickets reliably (6,505 new and 6,298 solved in October 2017), meeting internal SLAs and achieving 99% customer satisfaction — while enabling rapid configuration changes that previously took weeks.

The Salvation Army

Katina Durrent

Assistant Director of IT Support