Cooplands, a celebrated British bakery chain, joined forces with Route 101 to optimise its Zendesk platform, implement messaging chat services, and expand self-service options via a newly designed help centre.
Cooplands sought Route 101’s expertise to improve the efficiency of its existing Zendesk platform and streamline communication for customers and suppliers. The team aimed to optimise ticket management across phone and email channels, upgrade their website with a messaging feature, and create a user-friendly knowledge base that aligned with their brand.
With Route 101’s support, Cooplands refined Zendesk automation, configuring key features like email triggers, notifications, and reporting. This reduced manual tasks, allowing agents to respond more quickly and providing the team with valuable insights into performance metrics such as resolution rates and inbound contact volumes.
Route 101 also helped Cooplands implement a Zendesk Messaging chat service. The chatbot efficiently handles common queries and directs customers to relevant information, such as job vacancies. Additionally, Route 101 assisted in creating a practical FAQ database accessible to customers, suppliers, and internal staff. Cooplands’ team gained the ability to independently manage the platform, updating articles and tracking usage.
Will Kelly, Customer Service Manager at Cooplands, praised Route 101 for their expertise: “Route 101 really understood how our business was evolving with Zendesk and helped us take it to the next level. We made process changes within Zendesk, which allowed us to create high-level reporting and dashboard views - an absolute game changer.”
Russell Attwood, CEO of Route 101, said: “We’re thrilled to have worked with Cooplands to optimise their Zendesk platform and advance their customer service capabilities. This partnership shows how strategic improvements can drive measurable gains in both customer satisfaction and operational efficiency.”
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The full case study can be downloaded here. For more information about Route 101 and its services, visit www.route101.com or reach out to the team directly via info@route101.com.
