9th July, Bristol - Route 101, a leader in customer engagement and communications solutions, is excited to share the success of its partnership with Hancocks Cash and Carry, the UK’s top confectionery wholesaler.
This case study demonstrates how Route 101 collaborated with Hancocks to streamline its operations by developing a custom Zendesk application and API integration for the existing enterprise resource planning (ERP) system. This initiative drastically reduced response times from hours to minutes, significantly boosting agent efficiency. Route 101 also equipped Hancocks with optimised Zendesk forms and Zendesk Explore integrations, delivering real-time data and insights.
Founded in 1962 as a sweet shop, Hancocks Cash and Carry rapidly expanded into a wholesale confectionery business, establishing a strong presence across the UK. Today, it operates a small contact centre with approximately 20 agents. Despite using Zendesk for some time, Hancocks recognised untapped potential in the platform and sought to improve customer and agent experiences and increase overall productivity through its partnership with Route 101.
Throughout the project, Hancocks was impressed by Route 101’s meticulous approach and attention to detail in identifying operational issues. They also valued Route 101’s extensive experience, recognising the successful delivery of hundreds of custom applications tailored to various organisations’ unique business requirements and customer experience goals.
Russell Attowood, CEO of Route 101, praised his team’s efforts, stating, “The results speak for themselves. With Route 101’s assistance, Hancocks achieved a 90% improvement in agent first reply time, a 41% decrease in service level agreement (SLA) reply time, and a 12% increase in customer satisfaction. We are thrilled with these outcomes. As Hancocks continues its journey to deliver exceptional customer experiences, Route 101 remains committed to supporting its team in driving operational improvements that foster business growth.”
Get the full story:
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.
