Route 101 has successfully optimised Zendesk for BoyleSports, Ireland’s largest independently owned bookmaker. This partnership has resulted in significant improvements in customer service efficiency, increasing both customer satisfaction and operational performance.
BoyleSports, which operates customer service centres in Dundalk, Ireland, and Manila, Philippines, sought to improve its existing Zendesk platform by incorporating advanced automation and self-service options. Route 101 worked closely with the team to ensure the platform remained mobile-friendly, meeting the needs of customers who prefer gaming on their phones.
Key outcomes of the project include:
Route 101 developed two custom Zendesk Guide theme solutions, tailored to BoyleSports’ unique business needs and brand identity. The new interface makes it easier for customers to transition between the website and the support platform, while new self-service features enable quick access to relevant content, reducing the need for agent intervention.
Stephen White, Director of Customer Service at BoyleSports, commented: “Working with Route 101 has been an outstanding experience. Their expertise and support have been invaluable to our success. As Zendesk-recognised partners, they’ve consistently demonstrated why they are leaders in their field – delivering innovative solutions and exceptional service every step of the way…”
Russell Attwood, CEO of Route 101, added: “We are thrilled with the outstanding results delivered through our tailored Zendesk solution. As Zendesk’s newly appointed MEA Regional Bookings Champion of the Year for 2024, we’re eager to continue driving value and optimising Zendesk platforms for our clients. We look forward to collaborating on future projects and achieving even greater success together.”
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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.