All About Food, a UK-based company renowned for bringing popular restaurant and coffee shop brands to retail markets, has teamed up with Route 101, a leading provider of omnichannel customer engagement solutions, to elevate its service delivery.
With a strong network of technology partners and proven expertise, All About Food chose Route 101 to implement Zendesk Suite Professional. This solution was selected to help reduce labour-intensive tasks and to ensure timely responses across all channels.
Thanks to Route 101’s support, All About Food introduced a robust ticketing system that eliminated the need for manual email handling. This system provided agents with a unified view, making it easier to track interactions and proactively respond to customers.
Additionally, the business implemented more automation to streamline processes, enhanced reporting capabilities to identify trends and understand customer sentiment, and guided customers toward self-service options, enabling them to find solutions independently.
Kasia Tennant, Senior Technical Manager at All About Food, praised the partnership, stating: “Route 101 was a pleasure to work with! The team was always supportive and professional, and the process was very easy and straightforward.”
Russell Attwood, CEO of Route 101, commented, “We’re excited to witness the positive impact of this transformation project on All About Food team. Our collaboration involved closely understanding their contact centre operations and the challenges they faced, allowing us to create a tailored plan that aligns with their business needs and service objectives.”
He continued, “The combination of our expertise and Zendesk’s market-leading solutions demonstrates how the right technology and support can improve interactions for businesses, agents, and customers alike.”
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The full case study can be downloaded here. For more information about Route 101 and its transformative services, visit www.route101.com or reach out to the team directly via info@route101.com.