Lessons from Scaling Zendesk — Morten Primdahl at Turing 2015

Morten Primdahl FOUNDER & CTO

@primdahl

PAID CUSTOMER ACCOUNTS

60,000CUSTOMERS

1,000+EMPLOYEES FOUNDED

2007ORIGIN

DenmarkHQ

San Francisco

SAN FRANCISCO

LONDON

COPENHAGEN

MELBOURNE

DUBLIN

TOKYO

MADISON

MANILA

BUENOS AIRES

OFFICES

NYSE

$ZEN

BERLIN

SINGAPORE

Enterprise Elite

Embeddables

25 CTI Integrations

Startupland

NPS

Insights

June 2014 Jan 2015

ManilaDublin

Melbourne

San Francisco

Madison

Present

Multi-currency

The Art of Customer

Singapore

Office Openings

GBP + EUR

Virginia data center

launch

German data center announcement

Businesses on Messenger

Facebook

fb

Zopim Premium

Lessons From the Trenches

287 EMPLOYEES

473 EMPLOYEES

806 EMPLOYEES

1000+ EMPLOYEES

106 EMPLOYEES

32 EMPLOYEES

DEC 2009

11 EMPLOYEES

DEC 2010

DEC 2011

DEC 2012

DEC 2013

DEC 2014

DEC 2015

Go with what you know

Welcome to America

Welcome (back) to Denmark

Welcome to Australia

Guide don’t collide

Voice

ChatApp Framework

Data systems

Self ServiceMobile

Core Services

Ticketing

Website

NPS

Bil l ing

API

600+ Github Repos

30+ Apps running

Embeddable

Search

5 Data Centers

Listen to the business

Institutional Knowledge vs. Organizational ControlM

ETH

OD

OF

OPE

RAT

ION

Institutional Knowledge

Organizational Control

TIME

Summing up…

Thanks