Story
Zendesk
SinchSinch Standardizes Customer Messaging on Zendesk
Sinch, an information technology organization in Sweden, uses Sunshine from Zendesk to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Sunshine |
Story
Information Technology work at Sinch spans more than one site, even when headquarters sits in Sweden. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications 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. Sinch uses it as the system of record for customer messaging, with product and growth 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 The story is about operating change, not an unpublished percentage.
