Nintex > Case Studies > Zoom's Successful Scaling of Channel Business with Nintex

Zoom's Successful Scaling of Channel Business with Nintex

Technology Category

Sensors - Camera / Video Systems

Applicable Industries

Telecommunications

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Demand Planning & Forecasting
Personnel Tracking & Monitoring

Services

Cloud Planning, Design & Implementation Services

About The Customer

Zoom Video Communications, Inc. is a leading provider of video communication services. The company has become synonymous with video conferencing, especially in the wake of the COVID-19 pandemic, which saw a massive shift of business, educational, and organizational activities to online platforms. Zoom serves a wide range of customers, from individual users to large enterprises, through its direct sales and channel partners. The company's channel market, which serves enterprise customers via distributors and other partners, is a significant part of its business. Based in the United States, Zoom operates in the communications industry and has experienced a significant increase in demand for its services.

The Challenge

Zoom Video Communications was faced with a significant challenge when the COVID-19 pandemic hit. The company, already experiencing a rise in demand for its video communication services, saw an unprecedented boom in business as organizations worldwide moved their activities online. This surge in demand, termed 'the Zoom Boom', led to a 30X increase in daily meeting participants and a 354% increase in customers with more than 10 employees compared to the previous year. The company's channel market, serving enterprise customers via distributors and partners, saw new orders increase fivefold. However, processing and tracking these new orders to the point of provisioning had been a challenge for Zoom even before this surge. The bottleneck was a set of manual processes based around email and spreadsheets, which required Zoom personnel to handle each order six or more times, including follow-ups to the sales team and the provisioning team.

The Solution

To address this challenge, Zoom turned to Nintex Workflow Cloud. The company needed a flexible, highly automated, and scalable workflow solution that could handle the increased order load efficiently and cost-effectively. Working with Pacific BPA, a Nintex Premier Partner, Zoom designed and deployed a solution on Nintex Workflow Cloud that integrated with Zendesk for order tracking and Salesforce for order management. When a new order is entered in Zendesk, it triggers the workflow, which automates all interaction between Zendesk and Salesforce. The Nintex workflow updates all systems, automates reminders to the sales team to create partner-specific purchase orders, and sends notifications of status updates to the channel operations, sales, and provisioning teams. This solution was built and tested in just three weeks and went live on April 1, 2020.

Operational Impact

The implementation of the Nintex solution has brought about significant operational benefits for Zoom. The new workflow handles 90% of orders, which is 50% more than initially expected. It also sends 100% of the confirmation emails, 150% more than expected. This has allowed Zoom to handle the fivefold increase in channel business more efficiently and cost-effectively. Partners now receive confirmation emails promptly, leading to fewer service tickets to check order statuses and faster payment processes. The solution has also reduced the need for additional staff, with Zoom estimating that without the Nintex solution, it would have had to increase its contract staff by one-third to support the growing demand.

Quantitative Benefit