Cognite drives operational excellence and superior CX with Zendesk

As Cognite experienced rapid expansion, its previous support platforms struggled to keep pace. Key limitations included inefficient reporting, cumbersome ticketing workflows, and a lack of adaptability. This bottleneck threatened to hinder Cognite’s ability to provide 24/7 global support to its expanding customer base across critical industrial sectors. Shehan Karunaratne, Senior Director of Customer Support at Cognite, highlighted the immediate need for improved reporting and scalability.

The solution: a centralized, intelligent support ecosystem

Cognite selected Zendesk’s Enterprise Suite for its advanced analytics, robust automation capabilities, and seamless integration ecosystem. The transition provided a centralized hub for all customer communications and internal bug management.

Key enablers of success:

— Zendesk Explore: Enabled real-time reporting and analytics, offering full visibility into performance metrics and facilitating data-backed decisions. Karunaratne noted its intuitive “plug and play” nature for creating reports.

— Zendesk Quality Assurance (QA): Ensured consistent service standards through interaction reviews and targeted coaching.

— Automation: Over 15 automations were implemented, streamlining SLA notifications, CSAT tracking, and auto-resolving inactive tickets. A critical integration with OpsGenie automates ticket creation from system alerts, ensuring immediate customer notification and faster issue resolution.

— Seamless Integrations: Zendesk’s connectivity with Salesforce for account management, Gainsight for community engagement (converting community posts to tickets), and Jira for bug escalation fortified collaboration across support, sales, product, and engineering teams.

Tangible business impact: efficiency, satisfaction, and strategic insights

Since deploying Zendesk, Cognite has realized substantial improvements across its support operations:

— 40 percent Efficiency Increase: Achieved through automation, streamlined workflows, and data-driven insights, allowing the support team to focus on high-value customer interactions.

— 96 percent Customer Satisfaction (CSAT): A testament to improved response times, efficient issue resolution, and proactive customer communication.

— Enhanced Visibility: Zendesk Explore’s dashboards provide both internal teams and customers with direct, real-time access to key ticket metrics, facilitating transparency and strategic decision-making.

— Improved Collaboration: Integrations with critical business tools ensure that support, product, and customer success teams are unified, accelerating issue resolution and product improvement cycles.

Karunaratne emphasized, “Zendesk plays a pivotal role as the central hub for customer communications at Cognite. Not only does it efficiently handle customer inquiries, but it also empowers us to manage and escalate bugs seamlessly.”

Innovating for the future of CX

Looking forward, Cognite is committed to further pushing the boundaries of customer experience. Plans include:

— Expanding Self-Service: Customizing Zendesk’s help center for a more user-friendly, branded experience.

— Deep Data Integration: Utilizing the Zendesk API to pull support data into their flagship Cognite Data Fusion® platform, further embedding customer insights into operational intelligence.

— Embracing AI and Automation: Preparing for the next wave of smarter, faster, and more proactive support through advanced automation and AI.

With Zendesk as a strategic CX partner, Cognite is not merely keeping pace but setting new benchmarks for customer experience in the industrial technology sector. It ensures scalable support that aligns with its ambitious growth trajectory.