Case Study: Veeva Systems handles 35K monthly tickets and achieves 97% CSAT with Zendesk

Zendesk helps Veeva handle 35K tickets each month

Veeva Systems, a leader in cloud software for the life sciences industry, needed to deliver fast, consistent support for more than 650 customers while handling roughly 35,000 tickets a month across North America, Asia, and Europe. Their knowledge process was ad hoc—agents often created articles sporadically—so publishing was slow (around 30 days) and didn’t scale with the company’s global, multi-language support model.

By adopting Zendesk Support and Guide (Guide Enterprise) with Team Publishing, the Knowledge Capture app, Answer Bot, and a three-tier KCS process, Veeva embedded knowledge creation into the ticket workflow and put a formal review process in place. Publishing time dropped to 1–2 days, the team built a 2,500-article knowledge base, Answer Bot resolves about 5% of monthly tickets, and the support organization maintains 24/7 coverage with 99% SLA compliance and a 97% customer satisfaction rating.

Veeva Systems

Mary Paez

Knowledge Manager