Where Great Support Starts: Inside Proxima’s Zendesk Setup

The Challenge

As Proxima Research scaled its solutions across markets and added more digital products, their support team aimed to enhance and centralize technical support operations. Their key challenges included:

• Lack of a unified ticketing system to manage technical inquiries
• Need to automate responses to frequent requests and lighten the load on agents
• Requirement for a chatbot solution that could work out-of-the-box and be easy to update
• Demand for a platform that integrates well with existing workflows and scales with the team

Proxima also valued working with a partner who could support them effectively—balancing quality and cost.

The Solution: Zendesk Implementation with Cloudfresh

Proxima partnered with Cloudfresh to implement Zendesk Support and enhance their customer support experience with a tailored chatbot solution.

Key Deliverables Included:

• Full setup of Zendesk ticketing system for technical support inquiries
• Custom configuration of Zendesk Chatbot using Flow Builder
• Integration of chatbot triggers, fallback flows, and channel settings
• Consultation and best-practice sharing for internal process alignment
• Timeline flexibility to fit Proxima’s internal decision-making processes
• Ongoing communication via virtual meetings and messaging tools

The Results

✅ Unified technical support: Zendesk is now fully operational as the core platform for managing incoming support requests. Tickets are tracked and handled efficiently, allowing better visibility and accountability across the support team.

✅ Chatbot KPIs in place: With the Flow Builder configuration, the team now tracks chatbot performance and user behavior.

✅ Faster response times: With chatbot automation and a centralized support desk, the support team can now respond more quickly to technical issues, freeing agents to handle more complex cases.

✅ Flexible implementation process: Cloudfresh worked closely with Proxima’s timelines and internal pace—slowing down where decisions took time and speeding up where fast execution was needed.

Why Cloudfresh?

Proxima chose Cloudfresh for our regional expertise, strong client track record, and collaborative approach. Throughout the project, our team stayed closely aligned with Proxima’s internal pace—offering hands-on guidance, waiting when decisions required time, and moving quickly when needed.

The result was a setup that felt tailored, not templated.

About Cloudfresh

At Cloudfresh, we help organizations like Proxima Research unlock the full potential of Zendesk, Google Cloud, Google Workspace, Asana, GitLab, HubSpot, Miro, Okta, and Microsoft. Whether you’re implementing from scratch or optimizing what’s already in place, we bring tailored support, real expertise, and a human-first approach.