Story
Zendesk
MartinreaMartinrea Modernizes Contact Center Routing with Zendesk
Martinrea, a consumer discretionary organization in Canada, uses Zendesk Suite from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Zendesk Suite record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
Story
Martinrea is based in Canada and runs consumer discretionary operations at a scale where contact center routing cannot live in side channels. Contact center teams were reconciling competing copies of the same work, which slowed omnichannel service and hid who owned the next step.
The company runs omnichannel service on Zendesk, with Zendesk Suite as the product contact center teams actually open. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. For Martinrea, that means contact center teams can open one workflow, see contact center routing, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for contact center routing.
