Story
Zendesk
ArcelorMittalArcelorMittal Adopts Zendesk for Customer Support
ArcelorMittal, a materials organization in Luxembourg, uses WFM from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through WFM |
| Capability | Support agents work from the same WFM record for support tickets |
Story
Inside ArcelorMittal, customer support used to depend on whoever still had the latest file. That pattern is common in materials groups working out of Luxembourg. Support agents needed a system that would still make sense after the original project team moved on.
ArcelorMittal uses WFM from Zendesk as the working layer for support tickets. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The practical change is simple: customer support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What ArcelorMittal gets from Zendesk is a durable place to run customer support and a way for support agents to see the same support tickets at the same time.
