17th July 2024 - Blackcircles, a prominent UK online tyre retailer, has partnered with Route 101, a leading provider of omnichannel customer engagement solutions, to transform its contact centre operations.
After a thorough evaluation of various system integrators, Blackcircles selected Route 101 to implement a market-leading combination of Zendesk Support Enterprise, a custom Zendesk application, Calabrio WFM, Gamma Horizon, and Geckoboard integration.
This solution was chosen to enable more automation, increase contact centre efficiency, and streamline processes, transforming the experience for both customers and employees.
With Route 101's expertise, Blackcircles reduced the number of manual tasks, improved ticket and call management, and began optimising its systems for workforce management, reporting, and business intelligence.
Jamie Pincott, Resource and Planning Manager at Blackcircles, praised the partnership, saying: "We've been working with Route 101 for a couple of years now and despite us being quite a demanding client, the team there are always so friendly." He also mentioned, "Route 101 is always at hand to help with any high-level questions we have and the support team are super-knowledgeable. It's all appreciated and exactly what we're looking for with a provider, as well as the system access."
Russell Attwood, CEO of Route 101, added, "It's incredible to see Zendesk is now used by 85 agents at Blackcircles, playing a crucial role in day-to-day operations and managing customer interactions across all communication channels." He continued, "We're also thrilled to have helped integrate a range of additional contact centre tools, enabling Blackcircles to streamline scheduling, enhance call efficiency, and make data-driven decisions. We're committed to continuing our support as the business grows and expands its operations."
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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.
