Xtend, Inc., a Credit Union Service Organization (CUSO) located in Grand Rapids, MI, implemented Zendesk, a customer service and support portal, in 2023 with the goal to better serve its network credit unions through organized and streamlined communication strategies. Kimberley Rawl, Xtend’s People Operations and Processing Systems Manager commented that, “The transition from Outlook to the Zendesk ticketing system has significantly enhanced how our teams communicate with clients. We made the leap over to Zendesk one year ago with the goal of managing requests more efficiently to elevate the client experience and increase agent productivity,” as she reflected on the rollout of the portal.

Each of Xtend’s departments adopted use-cases for Zendesk in some capacity throughout the past year leading to improved efficiency, oversight, and trackability over communications and service requests. With the increased usage-adoption, Xtend established a brand for their portal as “Client Connect,” as it encourages strong connections between client and CUSO. Client Connect provides a convenient and simple way to submit inquiries, monitor or reference back to previous requests, find recent news and informative materials related to Xtend departments, and more. The next phase of Xtend’s Client Connect is to continue building a knowledgebase of materials as a reference center for our network to stay up to date on key developments and important happenings at Xtend.

You may explore Xtend’s Client Connect by visiting https://xtendcu.zendesk.com/hc/en-us.