Story
Zendesk
Perkins and WillPerkins and Will Standardizes Contact Center Routing on Zendesk
Perkins and Will, an industrials organization in the United States, uses Sunshine from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Sunshine |
Story
Industrials work at Perkins and Will spans more than one site, even when headquarters sits in the United States. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service 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. Perkins and Will uses it as the system of record for contact center routing, with contact center 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 The story is about operating change, not an unpublished percentage.
