The customer has a platform for building collaborative applications. It is a spreadsheet-database hybrid, with the features of a database but applied to a spreadsheet.
Two years into using Zendesk, the customer’s support team was hitting the platform’s limits. Zendesk made meeting SLA commitments to customers challenging and had limited out of the box customization options. They wanted a more complete view of their customers and better customer and operational insights.
The Thunder team was brought in to replace ZenDesk with Service Cloud Digital Engagement including email, web, and Chat. The switch provided: