Story
Zendesk
BillHow Bill Runs Customer Support on Sunshine
Bill, an information technology organization in the United States, uses Sunshine from Zendesk to support customer support for support agents.
Bill uses Sunshine to track conversations across channels without losing the thread.
“Information Technology work at Bill spans more than one site, even when headquarters sits in the United States.”
“Support agents asked for a shared way to run customer support without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Sunshine is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Information Technology work at Bill spans more than one site, even when headquarters sits in the United States. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support 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. Bill uses it as the system of record for support tickets, with support agents 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 The story is about operating change, not an unpublished percentage.
