OpenMethods & Zendesk Datasheet
Unifying Customer and Agent Experiences
Some of the leading brands leveraging OpenMethods & Zendesk
Overview
OpenMethods seamlessly integrates with Zendesk to centralize workflows, data, and third-party applications into the Zendesk workspace, delivering best-in-class customer experiences that scale with your organization.
Key Features:
Experience Designer: Create and customize workflows tailored to your business needs, enhancing CRM operational efficiency.
Real-Time Guidance: Provide agents with immediate, context-sensitive information, displaying essential data such as customer history and preferences to deliver personalized and efficient service during interactions.
AppConnector: Securely connect and manage data flow between CRM clients and the Experience Cloud, reducing data silos and streamlining workflows.
OpenConnect: Integrate contact center platforms (CCaaS, UCaaS, voice, and telephony) to manage context between voice and CRM interactions, allowing connection to any platform to drive real-time context into your CRM.
Guided agent experiences
experience designer
agent workflows
real-time automation
secure data
UNified crm interface
Platform Benefits:
years saved in 2024 with OpenMethods facilitating interactions in the CRM.
243+ Years Saved: What Does That Mean?
OpenMethods has helped businesses save over 243 years’ worth of time in 2024 alone by reducing 30 seconds per interaction across 256 million interactions.
🚀 What This Means for Your Business:
✅ Faster Resolutions – Less time spent on manual tasks, more time solving issues.
✅ Increased Productivity – Agents handle more interactions with the same effort.
✅ Improved Customer Satisfaction – Quicker, more seamless experiences lead to happier customers.
With OpenMethods, every second saved scales into massive operational efficiency and cost savings!
%
Faster than traditional API or middleware-based integrations.
50% Faster Deployment: Why It Matters
OpenMethods deploys up to 50% faster than traditional API or middleware-based integrations, reducing setup time and IT workload significantly.
🚀 What This Means for Your Business:
✅ Rapid Time-to-Value – Get up and running in half the time, accelerating ROI.
✅ Minimal IT Effort – No complex coding or heavy system modifications required.
✅ Lower Costs – Reduce development and maintenance expenses associated with custom integrations.
With OpenMethods, you can skip the complexity and start optimizing Zendesk immediately!
%
Reduction in IT & Maintenance Costs : Eliminate the need for custom-built integrations and ongoing maintenance
80% Reduction in IT & Maintenance Costs: Why It Matters
OpenMethods eliminates the need for custom-built integrations and ongoing maintenance, reducing IT workload by up to 80%.
🚀 What This Means for Your Business:
✅ Less IT Overhead – No more costly development resources or ongoing system maintenance.
✅ Faster Implementation – Prebuilt connectors mean seamless integration with Zendesk, with minimal IT intervention.
✅ More Focus on Innovation – Free up IT teams to work on strategic projects rather than troubleshooting integrations.
With OpenMethods, your IT team spends less time fixing issues and more time driving innovation!
Zendesk Benefits:
%
Reduction in customer effort by eliminating repeated CONTEXT.
30% Reduction in Customer Effort: Why It Matters
OpenMethods reduces customer effort by 30% by eliminating the need for repeated explanations and manual data entry.
🚀 What This Means for Your Customers:
✅ No More Repeating Information – Context transfers seamlessly across interactions.
✅ Faster Resolutions – Agents have the right data instantly, reducing back-and-forth.
✅ Smoother, Effortless Experience – Customers get the help they need without frustration.
With OpenMethods, support interactions feel seamless, personalized, and hassle-free!
%
AVG increase in agent efficiency by reducing average handle time (AHT).
10% Increase in Agent Capacity: Why It Matters
OpenMethods enables agents to handle 10% more interactions by streamlining workflows and reducing time spent on repetitive tasks.
🚀 What This Means for Your Business:
✅ More Productivity with the Same Workforce – Agents can assist more customers without increasing headcount.
✅ Reduced Burnout & Stress – Less time wasted on inefficient processes means a better agent experience.
✅ Higher Service Levels – Faster resolutions lead to improved CSAT and NPS scores.
With OpenMethods, your agents can do more with less effort, driving efficiency and satisfaction!
%
improvement in First INTERACTION Resolution by providing agents with real-time customer data at the moment of interaction
15%+ Improvement in First Interaction Resolution: Why It Matters
OpenMethods drives a 15%+ increase in First Interaction Resolution (FIR) by providing agents with real-time customer data the moment an interaction begins.
🚀 What This Means for Your Business:
✅ Fewer Escalations & Callbacks – Agents have all necessary context instantly, reducing the need for follow-ups.
✅ Faster Issue Resolution – With automated data retrieval, agents spend less time searching and more time solving.
✅ Higher CSAT & NPS Scores – Customers get immediate, accurate support without frustration.
With OpenMethods, your agents resolve more issues in a single interaction—boosting efficiency and customer satisfaction!
Less Screen Switching, More Productivity
Automation That Works for You
No Repeats, Just Seamless Service
Saving Time at Scale
Improved Experiences:
Enhance Agent Efficiency: Reduce handle time and increase agent productivity by providing agents with all necessary information directly in the Zendesk workspace.
Improve Customer Experience: Deliver personalized interactions by providing agents with real-time access to customer data and interaction history.
Futureproof CX: Customize the product to your business needs without needing to change processes, extend time-to-train, or tie up valuable resources.
Challenges We Solve For Zendesk
Common Challenges & Gaps
The OpenMethods Solution
Workflow Impediments
Agents spend excessive time switching between different screens and applications to gather interaction information.
Unified Workspace
Deliver relevant data directly into the Zendesk desktop without multiple marketplace apps.
Repeated Info
Customers experience frustration when they have to repeat their information because agents do not have context from previous interactions in Zendesk or before reaching Zendesk.
Real-Time Context Transfer
OpenMethods captures IVR, CRM, and interaction history to pre-fill agent screens.
Slow Resolution Times
Manual data entry, extended searches, and disjointed workflows slow resolution times and raise error risks, impacting productivity and service quality.
Automated Data Retrieval
Instantly fetches relevant customer details from integrated systems, reducing AHT.
Manual Navigation
Agents often manually access and navigate customer records, applications, and systems. This process frequently leads to errors and a lack of guidance for achieving optimal outcomes.
Guided Experiences & Context
Real-time recommendations guide agents to resolve issues faster.
Disconnected Systems
The required information for interactions is stored in various legacy systems and external applications, resulting in the need to manage multiple add-ons and rely on manual processes, which increases handling time.
Prebuilt App Connector
Bridges gaps between Zendesk, legacy platforms, and external applications.
Case Studies & Proven Results
How a Fortune 50 Technology Giant Streamlined Workflows & Reduced Churn with OpenMethods + Zendesk
⚠️ Challenges Before OpenMethods:
A Fortune 50 Global Electronics Leader encountered several operational challenges within Zendesk:
- Agents frequently bypassed or incorrectly followed business processes, leading to inefficiencies.
- A 15-step decision tree process for handling orders created workflow bottlenecks.
- Limited data controls increased compliance risks and negatively impacted NPS.
- Zendesk’s native capabilities weren’t fully meeting the client’s complex requirements, leading to potential churn risks.
🥰 OpenMethods Solution:
By implementing OpenMethods within Zendesk:
✅ Streamlined agent workflows, enforcing process adherence while maintaining flexibility.
✅ Automated complex decision-tree processes, reducing inefficiencies and improving agent productivity.
✅ Enhanced data integrity by restricting access to sensitive fields and preventing unauthorized modifications.
✅ Retained Zendesk as their CX platform by addressing key gaps and improving overall system effectiveness.
💲Business Impact:
🚀 Operational Efficiency: Agents followed structured workflows, ensuring compliance and accuracy.
🚀 Customer & Agent Experience Boost: Improved processes resulted in higher agent satisfaction and better NPS scores.
🚀 Zendesk Retention & Expansion: OpenMethods’ enhancements prevented the enterprise client from migrating away from Zendesk and instead enabled further adoption.
How a Fortune 100 Manufacturer Enhanced Efficiency & Growth with OpenMethods + Zendesk
⚠️ Challenges Before OpenMethods:
The Tech Manufacturer faced operational inefficiencies due to disconnected systems within Zendesk:
- Agents manually copied and pasted data between systems, leading to slow resolutions.
- Limited integration capabilities restricted connectivity to only one Salesforce instance.
- Customers experienced friction due to lack of real-time context across interactions.
🥰 OpenMethods Solution:
By implementing OpenMethods within Zendesk:
✅ Eliminated manual data entry—agents no longer switched between systems.
✅ Enabled multiple Salesforce instances, ensuring seamless synchronization of customer data.
✅ Improved data consistency and accuracy, streamlining workflows and boosting agent productivity.
🚀 Operational Efficiency: Faster, more effective workflows reduced friction in agent tasks.
🚀 Customer Experience Improvement: Agents accessed real-time data, leading to higher satisfaction.
🚀 Business Opportunities Realized: The added functionality allowed the client to expand Zendesk into new departments.
A Proven Process Time & Time Again
OpenMethods transforms how teams engage with customers by unifying systems, optimizing workflows, and ensuring secure, real-time access to critical data.
Seamlessly integrated with Zendesk, OpenMethods eliminates system silos, boosts agent productivity, and delivers effortless, efficient, and exceptional customer experiences.