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Denver Broncos: Building a Help Desk in Less Than an Hour
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
Use Cases
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
The Challenge
The Denver Broncos IT team faced the challenge of replacing their existing customer service software. The team needed a solution that was simple, efficient, and could be quickly implemented. The existing system was not meeting their needs in terms of transparency and response times, which were critical for their operations. The team required a system that allowed for easy ticket submission and real-time visibility of support requests, even when agents were away from their desks.
About The Customer
The Denver Broncos, based in Denver, Colorado, are a professional American football team. The team has a dedicated IT department responsible for managing various technological needs, including customer service and support. Gil Bencomo, an IT engineer, joined the Broncos' IT team in 2009, becoming the sixth member of the team. The IT department plays a crucial role in ensuring smooth operations and efficient handling of support requests, which is vital for the team's overall performance and customer satisfaction.
The Solution
Gil Bencomo decided to explore Zendesk's free trial and found it to be a suitable solution due to its simplicity and ease of use. He presented Zendesk to the IT team, and it was well-received by everyone. The implementation of Zendesk was swift, with the system being up and running in less than an hour. The new system allowed users to easily submit support tickets, and customer support agents could view and manage these tickets in real-time, regardless of their location. The integration with mobile devices, such as BlackBerrys, enabled agents to resolve and close tickets on the go, enhancing their productivity and response times.
Operational Impact
Quantitative Benefit
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