Zoom supports boom in channel business with Nintex
When businesses, schools, and organizations of all types moved their activities online in response to the COVID-19 pandemic, the demand for video communication services skyrocketed. At Zoom Video Communications, Inc., the total daily meeting participants soared 30x in four months, with a 354% increase of customers with more than 10 employees compared to the year before. Even Zoom’s more narrow channel market, which serves enterprise customers via distributors and other partners, saw new orders jump fivefold.
Processing and tracking those new channel orders to the point of provisioning had been a challenge for Zoom even before the surge of new business. The bottleneck was a set of manual processes based around email and spreadsheets. Zoom had moved to a combination of Zendesk for order tracking and Salesforce for order management, but the process still required Zoom personnel to handle each order six or more times, including follow-ups to the large sales team to create quotes and obtain approvals, and to the provisioning team to implement the new accounts.
Zoom worked with Pacific BPA, a Nintex Premier Partner, to design and deploy a solution built on Nintex Workflow Cloud in just three weeks. Now, when a new order is entered in Zendesk, it triggers the workflow, which automates all interaction between Zendesk and Salesforce.