Story
Zendesk
Brother IndustriesHow Brother Industries Runs Omnichannel Service on Sunshine
Brother Industries, an information technology organization in Japan, uses Sunshine from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Sunshine record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
Story
Information Technology work at Brother Industries spans more than one site, even when headquarters sits in Japan. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.
Zendesk (Sunshine) is what they standardized on. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Brother Industries uses it as the system of record for contact center routing, with contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
