Story
Zendesk
CentricaCentrica Runs Customer Support with Zendesk
Centrica, a utilities organization in the United Kingdom, uses Zendesk AI from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Zendesk AI is the governed place support agents use for customer support |
Story
Centrica did not need another dashboard that nobody opened. It needed customer support to move. In the United Kingdom, support agents already knew where support tickets went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Zendesk AI from Zendesk is now in that path. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The company treats it as production tooling for customer support, which is why support agents live in it rather than exporting from it once a quarter.
Centrica can show how support tickets is handled today. That is the value: a repeatable way to run customer support on software the rest of the industry already recognizes.
