Case Study: Personify Health eliminates siloed support with Zendesk

Virgin Pulse self-service + good employee experience supports growth

Personify Health, then Virgin Pulse, needed a better way to manage support as its employee wellness platform grew globally. Its homegrown CRM and outsourced member services created siloed communication, poor follow-up, and limited visibility into open cases, trends, and customer interactions. The company chose Zendesk as its omnichannel support solution, using Support, Chat, and Guide to bring service operations into one system.

Zendesk helped Personify Health unify brands, channels, reporting, and SLAs while integrating with Salesforce and its phone system for a more seamless member experience. The results included a customer satisfaction score of 93% (up from 85%), email volume reduced from 34% to 20% through chat and self-service, and 99% SLA adherence. With Zendesk, the team could break down support silos and respond faster across a growing global business.

Personify Health

Mike Clericuzio

Director of Service Support