Case Study: UTi achieves a 98% internal satisfaction rating with Zendesk Support

UTi's HR team utilizes custom analytics in Zendesk Support to earn a 98% satisfaction rating

UTI’s Human Resources team was globally distributed and working in silos, making it hard to efficiently handle employee questions, route requests, and maintain confidentiality across a large workforce. As UTI moved to a Shared Services model, it needed a centralized, secure service platform to support HR inquiries and case tracking, and it chose Zendesk Support.

Zendesk implemented Zendesk Support with custom analytics, automated routing, and secure access for employees outside the company network. The result was a major increase in efficiency and scale: ticket volume grew from a few hundred to a few thousand per month, about half of UTI’s 20,000 employees began using the system, and the HR team achieved a 98% internal satisfaction rating.

UTI

Noal Robinson

HR Shared Services Manager