Case Study: The Royal Children's Hospital Melbourne achieves more collaborative, efficient web support with Zendesk Support

Zendesk Support helps make support more collaborative and effective

The Royal Children's Hospital Melbourne (RCH) is Victoria’s major specialist paediatric hospital and publisher of a top-ranked website that serves over 17,500 daily visitors with more than 7,500 pages. With roughly 400 staff across 160 departments contributing content and a web team of four supporting them, the team struggled with an internally hosted help system that required manual ticketing, frequent patches, limited collaboration and inefficient handling of increasingly complex publishing requests.

After an eight-week trial the RCH deployed Zendesk Support, a cloud-based help desk that automatically converts emails into tickets, routes work via business rules and triggers, and makes all tickets visible across the small web team. The result was a fast, intuitive transition, improved collaboration and prioritisation, transparent workflows, accurate reporting of all requests for the first time, and measurable time savings that increased the team’s confidence and efficiency.

The Royal Childrens Hospital

Adam Leadoux

Webmaster