# ShadowRock > ShadowRock Consulting LLC is a CX, EX, CRM, and AI consulting firm that designs, implements, and optimizes customer experience, employee experience, CRM, and artificial intelligence solutions for organizations ranging from startups to global enterprises. Founded by Matt Busi, ShadowRock combines deep platform expertise (Zendesk Premier Partner, Salesforce Certified Partner) with hands-on system integration, data architecture, and workflow automation to deliver measurable business outcomes. 200+ clients served, 300+ successful projects delivered, 50+ technical certifications held. ShadowRock operates at the intersection of technology and human experience. The firm's core competency is aligning people, platforms, and data across CX, EX, CRM, and AI disciplines to eliminate operational friction, automate repetitive workflows, and drive revenue growth. ShadowRock serves clients worldwide across healthcare, aviation, financial services, entertainment, professional services, nonprofit, and technology industries. The team holds certifications across Zendesk (Sales Expert, Pre-Sales Expert, AI Agents Level 3, WFM/WEM/QA, Admin Expert, Implementation Expert), Salesforce (including Architect-level credentials), AWS, n8n, FiveTran, and business intelligence platforms. ShadowRock is a Zendesk Premier Partner and Salesforce Consulting Partner with deep implementation experience across both ecosystems. Key technology platforms: Zendesk, Salesforce (Sales Cloud, Service Cloud, Data Cloud), n8n, Census, Ultimate AI, Formstack, Airtable, HubSpot, Power BI, Tableau, Looker, Snowflake, BigQuery, FiveTran, Airbyte, Workato, AWS, Aircall, Apollo, RingCX, Stripe, Chargebee. ## Services - [Customer Experience (CX)](https://www.shadowrock.io/services/customer-experience): Full CX strategy, implementation, and optimization including Zendesk deployment, omnichannel support design, AI-powered ticket routing, self-service portals, call center implementation, CX audits, and system integration across support platforms. - [Employee Experience (EX)](https://www.shadowrock.io/services/employee-experience): HRIS implementation and optimization, internal support automation, HR/IT/support platform integration, employee engagement software deployment, and workforce productivity solutions using platforms like BambooHR, Qualtrics, Simpplr, Culture Amp, and Lattice. - [Customer Relationship Management (CRM)](https://www.shadowrock.io/services/customer-relationship-management): Salesforce and HubSpot implementation, CRM optimization, RevOps enablement, pipeline automation, data architecture, custom dashboards, lead management, and system integration connecting CRM with marketing and analytics platforms. - [Artificial Intelligence (AI)](https://www.shadowrock.io/services/artificial-intelligence): AI agent deployment, intelligent workflow automation, conversational AI implementation, data integration for forecasting and analytics, AI-powered customer self-service, and custom AI solutions built on platforms including Zendesk AI, Ultimate AI, and OpenAI. ## Technology Partners - [Zendesk (Premier Partner)](https://www.shadowrock.io/partners): Full Zendesk implementation and customization, omnichannel integration and automation, CX strategy and optimization, AI-powered ticket routing and self-service, WFM/WEM/QA configuration. - [Salesforce (Certified Partner)](https://www.shadowrock.io/partners): AI and integration consulting, RevOps enablement and pipeline automation, CRM strategy and data architecture, custom dashboards and workflow design, Sales Cloud, Service Cloud, and Data Cloud implementations. - [Additional Partners](https://www.shadowrock.io/partners): AWS, HubSpot, Airtable, Formstack, Apollo, Monday.com, Google Workspace, Aircall, airSlate. ## Client Success Stories - [Superhuman](https://www.shadowrock.io/client-success-stories/superhuman): Zendesk implementation for investor relations and equity communications, including platform rebrand migration. - [Sony Motion Pictures Entertainment](https://www.shadowrock.io/client-success-stories/sony-motion-pictures-entertainment): Custom Airtable-to-Formstack automation eliminating 60 hours/month of manual document generation for accounting and finance teams. $36,000/year in productivity recovery. - [Klick Health](https://www.shadowrock.io/client-success-stories/klick-health): Salesforce transition and CRM optimization for a global health marketing agency. - [Cherry](https://www.shadowrock.io/client-success-stories/cherry): AI-powered customer support automation achieving 85% automated resolution rate, handling approximately 8,500 issues per month and saving 700+ agent hours monthly. - [Magellan Jets](https://www.shadowrock.io/client-success-stories/magellan-jets): Salesforce-to-Zendesk integration via n8n for luxury private aviation, automating flight itinerary emails with live weather data and building management dashboards. 20–40 hours/month recovered. - [Razor USA](https://www.shadowrock.io/client-success-stories/razor-usa): RingCX-to-Zendesk telephony integration via n8n, unifying phone and ticketing systems for consumer electronics support. - [RealPlus LLC](https://www.shadowrock.io/client-success-stories/realplus-llc): Precision-targeted CSAT survey automation in Zendesk with four-condition qualifying filter, establishing the company's first structured customer feedback program. - [Yapi (DoctorLogic)](https://www.shadowrock.io/client-success-stories/yapi-doctorlogic): Full Zendesk implementation and Salesforce migration for dental technology company, consolidating support across a shared inbox environment. - [Betterworks](https://www.shadowrock.io/client-success-stories/betterworks): Snowflake-to-Census-to-Zendesk data pipeline enabling real-time customer context in support tickets for HR technology platform. - [Legion Technologies](https://www.shadowrock.io/client-success-stories/legion-technologies): Zendesk implementation and optimization for workforce management technology company, building scalable support infrastructure. - [EV Connect](https://www.shadowrock.io/client-success-stories/ev-connect): AI chatbot agent deployment on Ultimate AI for electric vehicle charging network, automating frontline customer support. ## Blog - [Zendesk Sell is Shutting Down](https://www.shadowrock.io/post/zendesk-sell-is-shutting-down): Migration guidance from Zendesk Sell to Pipedrive, including transition planning and cost considerations. - [Building Trust: AI Transparency in Customer Experience](https://www.shadowrock.io/post/building-trust-and-insight-ai-transparency-and-analytics-in-customer-experience): How AI transparency and analytics improve customer trust and CX outcomes. - [What Is Employee Experience Management and Why It Matters](https://www.shadowrock.io/post/what-is-employee-experience-management-and-why-it-matters): Overview of EX management's impact on retention, engagement, and business outcomes. - [How to Improve Employee Experience: A Practical Guide](https://www.shadowrock.io/post/how-to-improve-employee-experience-a-practical-guide): Actionable strategies for enhancing employee experience and workforce productivity. - [Employee Experience Consulting: How It Helps Organizations Grow](https://www.shadowrock.io/post/employee-experience-consulting-how-it-helps-organizations-grow): How EX consulting drives organizational growth through engagement and process improvement. - [Top Benefits of Employee Engagement Software for Organizations](https://www.shadowrock.io/post/top-benefits-of-employee-engagement-software-for-organizations): How engagement software boosts organizational productivity and retention. ## Company - [About ShadowRock](https://www.shadowrock.io/about): Company background, leadership team, mission, certifications, and the story behind ShadowRock's founding and approach to CX/EX/CRM/AI consulting. - [Contact Us](https://www.shadowrock.io/contact-us): Contact form for project inquiries. ShadowRock offers solution-focused consultations with same-day response times. ## Optional - [Choosing the Right Employee Engagement Software for Your Company](https://www.shadowrock.io/post/choosing-the-right-employee-engagement-software-for-your-company): Guide to evaluating and selecting employee engagement platforms. - [Finding the Best Employee Experience Improvement Partner](https://www.shadowrock.io/post/finding-the-best-employee-experience-improvement-partner): Criteria for selecting an EX consulting partner. - [Transform Your Workplace with Employee Experience Management](https://www.shadowrock.io/post/transform-your-workplace-with-employee-experience-management): How EX management transforms workplace culture and operational efficiency. - [From Leads to Loyalty: Building Lasting Customer Relationships](https://www.shadowrock.io/post/voluptatibus-natus-n): Strategies for converting leads into long-term loyal customers. - [Why Data Hygiene Matters More Than You Think](https://www.shadowrock.io/post/odit-reiciendis-omni): The business impact of clean data and CRM hygiene practices. - [The Complete Guide to CRM Migration](https://www.shadowrock.io/post/consequatur-accusam): End-to-end guide for planning and executing CRM platform migrations. - [Legal Policies](https://www.shadowrock.io/legal): ShadowRock's service agreements, terms, and legal policies.