Route 101 Ltd

Route 101 have worked closely with us in the replacement of our very old CRM system. Throughout the process, their approach around educating us on how Zendesk works as a basis of developing the actual solution design and configuration worked really well. Phil Crump the lead consultant worked hard to understand some unique elements around the way we work to ensure they were incorporated in the final solution. Carole McNally was brilliant around the design and implementation of the web forms on Guide which since go live has been fundamental in reducing work allocating tickets. App development was successfully completed by Oscar Dalby to support some of our bespoke printing requirements unique to the industry. Across all this, the project was managed well by Liam Pollard resulting in a successful go live on time and on budget. We are already seeing the benefits of the new solution in terms of positive customer feedback and seeing improvements in agent productivity. As a result, we are already developing a roadmap to further leverage the power of Zendesk for customers and colleagues in partnership with Route 101 to help deliver it.

We recently partnered with Route 101 to redesign and rework our Help Centre and FAQs on Zendesk, and I couldn’t be happier with the results. The team at Route 101 have been absolutely fantastic – their presentation, advice, and flexibility were top-notch from start to finish. Everyone I worked with at Route 101 has been an absolute dream, but a special mention must go to Tessa Pearce, Carole McNally, and Jordan Kane. Not only did they deliver the project ahead of schedule, but their authenticity and willingness to go above and beyond – even helping with queries outside the scope of the project – were truly impressive. Thanks to their hard work and dedication, our new Help Centre is better than I could have imagined, and the entire process felt smooth and collaborative. I would wholeheartedly recommend Route 101 to anyone looking for a knowledgeable, supportive, and results-driven partner.

We have partnered with Route 101 on the launch of our Help Center. The team have been fantastic in their advice, flexibility and hard work! They are a pleasure to work with and extremely well organised. We are really pleased with the results and look forward to collaborating with them for future projects.

Route101 project managed the rollout of Zendesk support across Vitesse's Operations teams. The project was extremely well run from planning & design through build & go-live. The thing that I was most impressed with was how Vitesse teams were hands-on, particularly through the build stage, ensuring that vital knowledge was shared with our teams. This means that we are far more capable to understand and maintain the product.

Route 101 have been a cornerstone in helping us build and maintain our instance of Zendesk. Nicole Thackrah has been absolutely amazing in being our point of contact at Route 101. Nicole meets regularly every month with my team to discuss various items such as Current Projects in flight; Upcoming Projects; Requirements; Wider company aims / objectives etc. If Nicole isn't able to advise on a particular query then she will ensure this gets referred to the relevant department for processing - and this is always done in a timely manner. Route 101 have supported our organisation with multiple Service Improvement initiatives and helped us see them through from start to finish. Would definitely recommend Route 101 if you are thinking of a suitable partner to assist you with your Zendesk integration!