Story
Zendesk
Analog DevicesAnalog Devices Standardizes Customer Messaging on Zendesk
Analog Devices, an information technology organization in the United States, uses Sunshine from Zendesk to support product communications for product and growth teams.
Analog Devices folded Sunshine into product communications so product and growth teams share one view of customer messaging.
“Information Technology work at Analog Devices spans more than one site, even when headquarters sits in the United States.”
“Product and growth teams asked for a shared way to run product communications without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because customer messaging has a clear owner |
| Risk and compliance | Sunshine is the governed place product and growth teams use for product communications |
| Capability | New joiners can see how product communications actually runs |
Story
Information Technology work at Analog Devices spans more than one site, even when headquarters sits in the United States. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications without freezing local judgment.
Zendesk (Sunshine) is what they standardized on. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Analog Devices uses it as the system of record for customer messaging, with product and growth teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
