Story
Zendesk
CNH IndustrialCNH Industrial Uses Zendesk QA for Customer Messaging
CNH Industrial, an industrials organization in the United States, uses Zendesk QA from Zendesk to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Zendesk QA is the governed place product and growth teams use for product communications |
| Capability | New joiners can see how product communications actually runs |
Story
Inside CNH Industrial, product communications used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of the United States. Product and growth teams needed a system that would still make sense after the original project team moved on.
CNH Industrial uses Zendesk QA 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 CNH Industrial 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.
