Zendesk Scale: your Zendesk gets better every month, without hiring an admin.
A monthly subscription that gives you a named Gravity CX consultant, a rolling improvement plan, quarterly business reviews, and full Zendesk OS access. Cap the hours your team spends on Zendesk maintenance at zero. Cap the compounding quality debt at zero, too.
Named consultant · Dedicated customer success manager · 12-month roadmap · Quarterly reviews
The “lonely admin” pattern.
Most growing support teams end up with one person who knows how Zendesk actually works. They built it, they fix it, they document it (when they have time), and they leave. Then the institutional knowledge leaves with them.
Scale solves this by making Gravity CX your Zendesk admin function on a subscription. We hold the institutional knowledge. We do the monthly improvement work. Your team stops being the bottleneck.
How Scale works.
A monthly subscription that gives you a named Gravity CX consultant, a rolling improvement plan, and quarterly business reviews.
Named consultant
A senior Gravity CX consultant has been assigned to your account. Same human every month, knows your setup, knows your team, knows what you’re building toward.
Monthly Improvement Plan
A rolling priority of what to fix, build, and optimise with your dedicated success manager. Reviewed monthly with your team. No surprise work.
Quarterly Business Reviews
Every quarter, we sit down with your exec sponsor to discuss what moved, what didn’t, and what’s coming. Tied to your business KPIs, not ticket counts.
What’s included with every Scale partnership.
- Named senior consultant
- Monthly hours scaled to your tier
- AI Architect: design and tuning of AI capabilities included
- Reporting cadence and dashboard maintenance
- Premium Support: 24/7 monitoring
- Quarterly business reviews
- Admin and exec playbooks are updated continuously
The Efficiency Promise.
We commit to a quantified improvement target every quarter, agreed upon during the scoping call and tied to your archetype.
Things you can expect:
- Stabilisation: KPIs (CSAT, first response time, resolution rate) stabilise within agreed thresholds in 90 days
- Scale-up Efficiency: 20% reduction in cost-per-contact within 6 months
- AI Transformation: 25% ticket deflection within 9 months
- Enterprise Optimisation: operating model uplift signed off by exec sponsor at QBR
What Scale customers actually see.
-25%
cost-per-ticket in year one.
+15pt
avg CSAT lift.
6/6
Enterprise clients renewed.
Hand Zendesk to us. Get your hours back.
Book a 30-minute Scale intro. We’ll recommend the right tier, walk through what the first 90 days look like, and send you a written plan.
What is the “lonely admin” pattern and does it apply to us?
Most growing support teams end up with one person who knows how Zendesk actually works. They built it, they fix it, they document it (when they have time), and they leave. Then the institutional knowledge leaves with them.
Self-diagnosis: Does your team have one person who “owns” Zendesk? Would you be exposed if they left? If yes, the lonely admin pattern applies, and Scale solves it by making Gravity CX your Zendesk admin function on subscription.
What does a named consultant actually do each month?
Your dedicated consultant work with your team to execute on your roadmap, continuously improving your Zendesk operations. The same consultant every month, not a rotating pool. If something breaks at 3pm, they already know your instance.
What is in the rolling improvement plan?
A rolling priority list of what to fix, build, and optimise, reviewed quarterly with your dedicated customer success manager and your solution consultant. No surprise work, no scope arguments. The plan lives in a shared document and gets updated every month based on what’s moved and what’s new.
What happens in the quarterly business reviews?
Once a quarter, we sit down with your exec sponsor to discuss what moved, what didn’t, and what’s coming. The review is tied to your business KPIs, not ticket counts. We report on what matters to the business, then set improvement priorities for the next quarter.