Story
Zendesk
Aker SolutionsAker Solutions Adopts Zendesk for Product Communications
Aker Solutions, an energy organization in Norway, uses WFM 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
Inside Aker Solutions, product communications used to depend on whoever still had the latest file. That pattern is common in energy groups working out of Norway. Product and growth teams needed a system that would still make sense after the original project team moved on.
Aker Solutions uses WFM from Zendesk as the working layer for customer messaging. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The practical change is simple: product communications has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Aker Solutions gets from Zendesk is a durable place to run product communications and a way for product and growth teams to see the same customer messaging at the same time.
