In this article, we showcase our most impactful case studies, demonstrating how a mix of tailored CX strategies and technology can improve efficiency, customer satisfaction, and performance in contact centres.
Read on to see how we've helped some of the top UK companies achieve their unique CX goals and find valuable lessons you can apply to your own business.
Enjoy our recap!
Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk
Hancocks, the UK's largest wholesale confectionery supplier, encountered a common challenge among growing businesses: its customer service technology struggled to keep pace with the company's expansion. Despite using Zendesk previously, Hancocks faced integration issues with its enterprise resource planning (ERP) system and sought to improve the management of customer enquiries, accuracy in reporting, and reduce response times and ticket backlogs.
Route 101 stepped in with a comprehensive three-phase solution:
1. Custom Integration: A bespoke Zendesk application was developed to integrate with Hancocks' ERP system, simplifying access to customer orders for agents.
2. Form Optimisation: Agent forms were streamlined through automation of ticket fields, significantly reducing handling time.
3. Robust Reporting: Zendesk Explore reports were implemented, saving management considerable time on weekly reporting tasks.
These efforts produced impressive results, including a 90% reduction in first reply time, a 41% improvement in Service Level Agreement (SLA) reply time, and a 12% increase in customer satisfaction rates.
Read the case study in full here.
Prominent online tyre retailer transforms operations with a suite of contact centre technology
Blackcircles recently embarked on a transformation journey to introduce more automation and improve integration across communication channels to better meet customer demands.
The business partnered with Route 101 to upgrade its existing Zendesk instance. This provided a unified system for managing customer interactions, particularly for ticketing and email, giving agents a comprehensive view of customer interactions across all channels. Route 101 also developed a custom Zendesk application to automate tasks like confirming bookings with garages and managing collections.
Additional integrations included:
1. Efficient Call Handling: Implementing Gamma Horizon to enhance call routing with features like call queuing and interactive voice response (IVR).
2. Precision Planning: Calabrio Workforce Management, which uses AI-powered analytics, to predict contact volumes and accurately schedule agents.
3. Data-Driven Decisions: Introducing Geckoboard for real-time reporting dashboards and tracking key performance indicators (KPIs).
This scalable and efficient system has enabled Blackcircles to deliver a more personalised customer service, improve the agent experience, reduce manual workload, and empower data-driven decisions.
Read the case study in full here.
UK events and exhibition venue future-proofs its customer services before a major international event
The ACC Liverpool Group is an event management company operating venues and exhibition spaces on behalf of the Liverpool City Council. Founded in 2008, the business has expanded its operations to host a wide range of prestigious events and has integrated a ticketing agency into its portfolio.
Before teaming up with Route 101, ACC Liverpool's existing systems were struggling to keep up with the growing demands of its customers. The company’s new CRM strategy highlighted the need for an upgrade to improve efficiency and ensure long-term technological sustainability. Improving customer service capabilities was also crucial, particularly with the upcoming Eurovision 2023 event on the horizon.
ACC Liverpool's CX journey involved:
1. Zendesk Implementation: Route 101 deployed Zendesk across ACC Liverpool’s operations, covering ticketing, marketing, and customer feedback. By consolidating all interactions within Zendesk, multiple departments could also view the entire customer journey, facilitating personalised customer service
2. Custom Integrations: Several custom integrations were created with existing platforms to ensure all interactions were visible within Zendesk.
3. Automation: Automated systems were introduced to handle large surges in customer interactions, such as those expected during Eurovision 2023, without the need to increase contact centre staff.
These improvements allowed ACC Liverpool to process customer enquiries, orders, and requests swiftly and accurately, reducing wait times and strengthening overall customer satisfaction. This upgrade empowered the company to manage large-scale events efficiently while maintaining high-quality service, ensuring a positive experience for all attendees.
Read the case study in full here.
We’ve had the privilege of helping many businesses unlock the full potential of their contact centre platforms - explore all of our success stories here.
Whether you need contact centre and CX consultancy, cloud contact centre solutions, AI & Automation, or Workforce Engagement, Route 101 can support you at any stage of your CX journey.
For more information on how we can assist you, reach out to us today.
