Story
Zendesk
EnbridgeEnbridge Extends WFM Across Product Communications
Enbridge, an energy organization in Canada, 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 |
| Risk and compliance | WFM is the governed place product and growth teams use for product communications |
Story
Inside Enbridge, product communications used to depend on whoever still had the latest file. That pattern is common in energy groups working out of Canada. Product and growth teams needed a system that would still make sense after the original project team moved on.
Enbridge 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 Enbridge 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.
