Case Study: amaysim achieves simple omnichannel support and 96% SLA adherence with Zendesk

With Zendesk, omnichannel support is simple for amaysim

amaysim is an Australian telco and energy provider known for contract-free, customer‑centric plans that grew from 500,000 to over 1.1 million customers as it added broadband and energy services. Rapid expansion and multiple verticals put pressure on customer service teams in two Philippines sites that were handling tens of thousands of emails, calls and chats monthly, creating a need to move off Outlook and adopt a scalable omnichannel support solution.

amaysim implemented Zendesk Support, Guide, Talk and Chat with Zendesk professional services to enable true omnichannel workflows, faster rollouts, and simple agent onboarding; integrations like Tymeshift improved workforce visibility and multibrand support preserved distinct customer experiences. The results include 96% SLA adherence, market‑leading NPS for mobile, broadband KPIs met from launch, clearer IT ticket visibility (from ~200 to 1,000+ tickets/month) and an easier path to scale customer support.

amaysim

Peter James

Head of IT and Operations