Case Study: Vodafone achieves a 70% reduction in employee ticket volume with Zendesk Support

Vodafone reduced ticket volume from 15k employees by 70% with Zendesk Support

Vodafone Hutchison Australia (VHA), part of Vodafone Group Plc, supports 2.2 million customers and a distributed workforce of about 15,000 employees and partners. The Learning and Development team of five agents was overwhelmed by high volumes of support requests handled via shared email and phone, which produced no ticket visibility and let many issues fall through the cracks.

VHA implemented Zendesk Support after a short trial, gaining full ticket history visibility and fast customization. Automated business rules and triggers—most notably an automated password-reset workflow—cut password-reset tickets by 70%, reduced manual follow-up with automatic notifications, improved reporting and resource allocation, enabled remote agent work, and delivered strong user and agent satisfaction.

Vodafone

David Bedelis

Learning Technologies Specialist