Concero UK are an IT and computer support company who have operated throughout Wolverhampton and Staffordshire since 1999. They support over 60 primary and secondary schools across the region along with a growing number of business and home customers in the area.
The Challenge
Concero UK were already customers of X-on, and were looking to completely overhaul their service to provide a better customer call experience.
Additionally, they wanted to integrate Zendesk into the call flow to assist with caller ID and ticket creation.
The Solution
X-on's Contact Centre solution, including Zendesk integration, was the ideal package to cater for all the requirements of Concero UK. Details of the caller are included in a screen popup, speeding up the process for both caller and agent. Tickets are automatically created as the call comes in, with the call being recorded, encrypted and stored, with permission controlled easy access when needed.
Concero UK Says
"The interface with Zendesk is simply put: a massive timesaver. With integrated caller ID and automated ticket creation when a call comes in, we can start talking to our customers about how we can help them instead of trying to identify where they’re calling from. After the call is terminated, we also have a ticket created with a recording of the telephone conversation which is incredibly valuable if we need to refer back to any important details.
"The service provided was nothing short of spot on. After they had created the solution, we were handed over to the implementation team who were only too happy to make some of the tweaks we had decided on after the solution design.
"Finding a communications partner to work with at a fair price-point, and with the built in resilience that X-on provide, isn’t an easy task. We feel as though X-on have a true passion to work with their customers and find a solution that works well, and to develop a good working relationship."
Simon Robinson-Lovatt
Concero UK
concerouk.com
Call Sales on 0333 332 0000 for more information on Cloud Phone System with Zendesk Integration.
