List of Supportbench Customers
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Since 2010, our global team of researchers has been studying Supportbench customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Supportbench for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Supportbench for Customer Support include: Wolseley Canada Inc., a Canada based Distribution organisation with 2500 employees and revenues of $800.0 million, Jenzabar, a United States based Professional Services organisation with 520 employees and revenues of $102.0 million, Payfirma, a Canada based Professional Services organisation with 10 employees and revenues of $1.0 million and many others.
Contact us if you need a completed and verified list of companies using Supportbench, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Supportbench customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Jenzabar | Professional Services | 520 | $102M | United States | Supportbench | Supportbench | Customer Support | 2024 | n/a | In 2024, Jenzabar implemented Supportbench. The Supportbench deployment is a Customer Support application for Jenzabar's higher education customer support organization in the United States, focused on standardizing case intake and resolution workflows across institutional and software support scenarios. Implementation concentrated on case management, automation, and analytics modules within Supportbench. Configuration explicitly enforced automated case assignment and intelligent routing rules, alerting and escalation management, and workflow automation to reduce manual triage burdens. Analytics capabilities were configured to surface case volume, queue health, and escalation trends for operational visibility. The deployment covered U.S. higher education support teams and impacted business functions including service desk operations, technical support triage, and customer facing support coordination. Architecture and workflow design centered on centralized case orchestration and role based assignment to ensure consistency across intake, prioritization, SLA driven alerts, and escalation handoffs. Operational governance was updated to codify routing policies, escalation playbooks, and alert thresholds, shifting routine assignment work from staff to automated rules. The Supportbench configuration reduced administrative burden and improved operational efficiency in the U.S., aligning case management, automation, and analytics to the organization’s support operations. | |
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Payfirma | Professional Services | 10 | $1M | Canada | Supportbench | Supportbench | Customer Support | 2024 | n/a | In 2024, Payfirma implemented Supportbench to centralize customer support operations. Payfirma adopted Supportbench's analytics and ticketing to provide its small support team visibility into 800 to 1,000 monthly cases across Canada and the U.S. This deployment positioned Supportbench as the Customer Support application handling case intake, routing, and performance tracking for customer service. Configuration emphasized analytics, dashboards, and workflow automation, with Supportbench's ticketing used for case management, SLA tracking, and first-response orchestration. Functional modules implemented included ticketing, analytics dashboards, and automated workflows, enabling unified case queues and metric-driven prioritization for a small team. Operational scope covered customer support across Canada and the U.S., processing roughly 800 to 1,000 monthly cases, and impacted frontline support and support management functions. Governance changes focused on process standardization, dashboard-driven performance reviews, and automated escalation paths, and outcomes reported included halving average resolution time and improved first-response metrics as published by Supportbench. | |
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Wolseley Canada Inc. | Distribution | 2500 | $800M | Canada | Supportbench | Supportbench | Customer Support | 2024 | n/a | In 2024, Wolseley Canada Inc. moved from email-only support to Supportbench to centralize ticketing and automate routing for its high-volume distributor customer-support operation in Canada. Supportbench is the Customer Support application deployed to consolidate inbound inquiries into a single helpdesk and provide visibility across the companys Canada support teams. The implementation used Supportbench ticketing, configurable workflows, a knowledge base, and analytics modules described in the vendor case study. Ticketing centralized case intake and queuing, configurable workflows automated routing and SLA assignment, the knowledge base enabled agent-authored knowledge articles and self-service content, and analytics provided queue and case-resolution reporting. Operational scope covered Wolseley Canadas customer-support organization in Canada, with rollout activities focused on standardizing case categorization, escalation rules, and queue ownership. Governance established new workflow-driven processes and agent training for queue management, shifting from fragmented email handling to centralized ticket ownership. The company reported improved visibility and faster resolution times following the Supportbench deployment. |
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