How to Merge Brands & Synchronize The Customer Experience with Zendesk

Megan Romero

January 13, 2020

When two of the world’s most recognized fine watch brands Citizen and Bulova merged, each having very distinctive identities in the market with unique designs and technologies, it became necessary to streamline the way their customer service team operated. Customer support agents needed to easily access all customer data across the brands in one place to continue to deliver a flawless customer experience.  

While Zendesk was the ideal software solution, the Citizen and Bulova teams needed additional resources to customize the software, implement the system the way they envisioned, and train their internal teams. Envoy’s Zendesk experts were brought in as an extension of the team, leading them through the creation of a holistic solution. The Envoy team built a custom sidebar app using Zendesk Sunshine, a flexible CRM platform on AWS, that now allows Citizen and Bulova agents to easily retrieve all order information across brands and have their customer data at their fingertips in one panel. Citizen and Bulova now have the tools that aggregate customer data across brands and provide a complete picture of each customer to seamlessly track and resolve customer service requests in a unified way.

Want to learn more? Read the detailed customer success story on the Zendesk blog.

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