Riverford, a leading UK organic farm and vegetable box delivery service business, has partnered with Route 101 to upgrade its customer care with omnichannel support and secure payments.
Previously, Riverford used separate systems to manage customer contact, which involved manual workflows and reporting. The team sought a more efficient solution to integrate these systems and align with their customer-first approach.
With Route 101’s expertise, Riverford has implemented the NICE CXone platform, which allows the team to match agents to customers based on specific skills and availability. This approach has significantly reduced customer wait times by ensuring the right support is always available. The new chat function provides customers with an additional channel to reach the support team, while automated email management handles routine enquiries, freeing up the team to focus on more complex issues and improving overall workflow.
Additionally, Riverford now securely processes phone payments using Sycurio’s PCI-compliant platform, integrated with Gamma Inbound, ensuring smooth, high-quality voice interactions throughout the transaction process.
Paul Faulkner, Business Analyst at Riverford, praised the partnership, highlighting Route 101’s excellent support: “Our Project Manager was incredibly on the ball and did a fantastic job of coordinating all teams. Our Implementation Consultant was also extremely supportive, helping bridge the gap between complex technical jargon with terms and explanations that were easy to understand.”
Russell Attwood, CEO of Route 101, said: “Partnering with the Riverford team has been a rewarding experience. By integrating tailored solutions, we’ve enabled them to provide faster, more efficient support, all while upholding a high standard of service. It’s been a pleasure supporting their growth and contributing to their ongoing success in delivering exceptional customer experiences.”
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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.