Story
Zendesk
Aurobindo PharmaZendesk Supports Customer Support at Aurobindo Pharma
Aurobindo Pharma, a health care organization in India, uses Zendesk Suite from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Zendesk Suite is the governed place support agents use for customer support |
Story
Aurobindo Pharma grew support tickets faster than the local tools around it. From India, health care teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out Zendesk Suite put customer support on Zendesk. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Aurobindo Pharma keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
