Story
Zendesk
SUSESUSE Modernizes Customer Messaging with Zendesk
SUSE, an information technology organization in Germany, uses Zendesk Suite from Zendesk to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because customer messaging has a clear owner |
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how product communications actually runs |
Story
SUSE grew customer messaging faster than the local tools around it. From Germany, information technology teams still had to serve customers and internal partners who expected a straight answer. Product and growth teams were the ones stitching the picture together by hand.
Rolling out Zendesk Suite put product communications on Zendesk. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. SUSE keeps the product in the path where work already happens, so product and growth teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier product communications. Customer messaging is easier to inspect, and adjacent groups can join product and growth teams without a guided tour of someone's desktop.
