Case Studies Zendesk reaches higher plane with help from New Relic and Rackspace

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	Zendesk reaches higher plane with help from New Relic and Rackspace

Zendesk reaches higher plane with help from New Relic and Rackspace

Technology Category	Application Infrastructure & Middleware - API Integration & Management Infrastructure as a Service (IaaS) - Cloud Computing Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Software
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Zendesk, a cloud-based customer service help desk system, was facing challenges in ensuring an excellent user experience for its customers. The system needed to be accessible, intuitive, and consistently high-performing. With development teams in California and Denmark, the company was rapidly rolling out new features and integrations, which added to the complexity of maintaining performance. The company had a published SLA of 99.9% uptime per month, often achieving 100% uptime, so visibility into performance issues and the ability to quickly resolve them was crucial. The company was also outgrowing its initial hosting environment and needed a solution that could provide the level of performance, scalability, and security they required. Read More
About Customer	Zendesk is a cloud-based customer service help desk system used by over 15,000 customers in more than 140 countries. The company's customers range from small businesses to large corporations, including Groupon, OpenTable, Zappos, Gilt, Rovio, and Dropbox. Zendesk's goal is to 'fully democratize the help desk,' making it possible for any company, regardless of size, to provide superior customer service while also empowering their customers. The company's product aggregates all the information from each customer so that a service agent sees the whole picture and history concerning an issue rather than having to view multiple locations and/or systems. Zendesk is headquartered in San Francisco and has a development team in Denmark. Read More
Solution	Zendesk turned to New Relic and Rackspace to address its challenges. New Relic provided an easy-to-use, intuitive tool that helped the Zendesk team pinpoint and resolve issues quickly. It became the backbone of Zendesk’s performance monitoring strategy, running constantly to provide information on how Zendesk was performing. The tool's dashboard was excellent at showing if there was a performance problem and where it was, allowing the team to drill down to the source. Rackspace provided a modern architecture that met Zendesk's needs for performance, scalability, and security. Rackspace also provided Fusion-io solid state drives, which substantially boosted Zendesk's IO rates. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Infrastructure as a Service (IaaS) - Cloud Computing

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Software

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Zendesk, a cloud-based customer service help desk system, was facing challenges in ensuring an excellent user experience for its customers. The system needed to be accessible, intuitive, and consistently high-performing. With development teams in California and Denmark, the company was rapidly rolling out new features and integrations, which added to the complexity of maintaining performance. The company had a published SLA of 99.9% uptime per month, often achieving 100% uptime, so visibility into performance issues and the ability to quickly resolve them was crucial. The company was also outgrowing its initial hosting environment and needed a solution that could provide the level of performance, scalability, and security they required.

About Customer

Zendesk is a cloud-based customer service help desk system used by over 15,000 customers in more than 140 countries. The company's customers range from small businesses to large corporations, including Groupon, OpenTable, Zappos, Gilt, Rovio, and Dropbox. Zendesk's goal is to 'fully democratize the help desk,' making it possible for any company, regardless of size, to provide superior customer service while also empowering their customers. The company's product aggregates all the information from each customer so that a service agent sees the whole picture and history concerning an issue rather than having to view multiple locations and/or systems. Zendesk is headquartered in San Francisco and has a development team in Denmark.

Solution

Zendesk turned to New Relic and Rackspace to address its challenges. New Relic provided an easy-to-use, intuitive tool that helped the Zendesk team pinpoint and resolve issues quickly. It became the backbone of Zendesk’s performance monitoring strategy, running constantly to provide information on how Zendesk was performing. The tool's dashboard was excellent at showing if there was a performance problem and where it was, allowing the team to drill down to the source. Rackspace provided a modern architecture that met Zendesk's needs for performance, scalability, and security. Rackspace also provided Fusion-io solid state drives, which substantially boosted Zendesk's IO rates.

Impact #1	Zendesk was able to ensure an excellent user experience for its customers, with the system being accessible, intuitive, and consistently high-performing.
Impact #2	The company was able to rapidly roll out new features and integrations without compromising on performance.
Impact #3	Zendesk was able to maintain its high uptime, often achieving 100% uptime.

Impact #1

Zendesk was able to ensure an excellent user experience for its customers, with the system being accessible, intuitive, and consistently high-performing.

Impact #2

The company was able to rapidly roll out new features and integrations without compromising on performance.

Impact #3

Zendesk was able to maintain its high uptime, often achieving 100% uptime.

Benefit #1	Zendesk achieved a published SLA of 99.9% uptime per month, often achieving 100% uptime.
Benefit #2	The company was able to serve over 65 million end users interacting with the system.

Benefit #1

Zendesk achieved a published SLA of 99.9% uptime per month, often achieving 100% uptime.

Benefit #2

The company was able to serve over 65 million end users interacting with the system.

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Overview

Zendesk reaches higher plane with help from New Relic and Rackspace

Operational Impact

Quantitative Benefit