Case Study: Weldbend achieves 30% cost savings with Zendesk

With Zendesk Support, Weldbend saw a 30% cost savings

Weldbend is a family-owned, 60-year-old Chicago-based manufacturer and a leading U.S. producer of carbon-steel fittings and flanges, serving distributors with large and often custom orders. Managing roughly 5,000 order-related messages a month through a shared email inbox left the sales team with one-way, fragmented communication, slow responses, and difficulty tracking orders end-to-end.

By deploying Zendesk Support (and building EDI integrations via Zendesk’s API), Weldbend now creates a single ticket per order—visible to both the company and its distributors—and automates ticket creation, document uploads, and credit approvals. The change cut first response time from 30 to 20 minutes, reduced errors and costs by about 30%, improved order-tracking with customer PO numbers, and helped sustain near‑100% customer satisfaction.

Weldbend

Kevin Coulas

Vice President of Production