Case Studies Denver Broncos: Building a Help Desk in Less Than an Hour

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	Denver Broncos: Building a Help Desk in Less Than an Hour

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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 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.

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.

Impact #1	The transparency of the Zendesk solution allowed the IT team to work more cohesively, as all members could see incoming tickets in real-time.
Impact #2	The ability to brand the interface with the Broncos' theme added a personalized touch to the customer service experience.
Impact #3	The mobile integration ensured that support agents could manage tickets efficiently, even when away from their desks, leading to faster resolution times.

Impact #1

The transparency of the Zendesk solution allowed the IT team to work more cohesively, as all members could see incoming tickets in real-time.

Impact #2

The ability to brand the interface with the Broncos' theme added a personalized touch to the customer service experience.

Impact #3

The mobile integration ensured that support agents could manage tickets efficiently, even when away from their desks, leading to faster resolution times.

Benefit #1	Zendesk was implemented in less than an hour.

Benefit #1

Zendesk was implemented in less than an hour.

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Overview

Denver Broncos: Building a Help Desk in Less Than an Hour

Operational Impact

Quantitative Benefit