Story
Zendesk
IlluminaIllumina Modernizes Customer Messaging with Zendesk
Illumina, a health care organization in the United States, uses Zendesk Suite from Zendesk to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Product and growth teams work from the same Zendesk Suite record for customer messaging |
| Capability | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
Story
Illumina is based in the United States and runs health care operations at a scale where customer messaging cannot live in side channels. Product and growth teams were reconciling competing copies of the same work, which slowed product communications and hid who owned the next step.
The company runs product communications on Zendesk, with Zendesk Suite as the product product and growth teams actually open. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. For Illumina, that means product and growth teams can open one workflow, see customer messaging, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for customer messaging.
