Case Closed: UK Planning Inspectorate Transforms Operations with Route 101 and Zendesk

Press Release/ Industry News/ Call Centre Technology/ General by Route 101

11th June 2024, Bristol - Route 101, a leading Systems Integrator specialising in Contact Centre and Customer Engagement solutions, has released a new case study showcasing its successful collaboration with the UK Planning Inspectorate (PINS). The release highlights how PINS enhanced its casework management and boosted efficiency using Zendesk and Route 101.

By integrating a fully automated ticket management platform, PINS established a streamlined system for handling casework, tracking customer journeys, and making improvements through detailed reporting and analytics. This transformation has enabled PINS to deliver outstanding customer service across the board. 

PINS is a Government Agency responsible for planning appeals, national infrastructure planning applications, examinations of local plans, and other planning-related and specialist casework in England. It works closely with customers, communities, businesses, and local and national governments to ensure positive planning outcomes. PINS chose to work with Route 101 because of its consultative approach, collaborating closely to finalise the design and deliverables of a unified tool across its departments. 

Hannah Dickson, Customer Service & Insights Team Leader at PINS, praised the partnership: "Route 101 has been incredibly helpful throughout the entire implementation process. From the start, the support and training have been excellent. Configuring Zendesk was quite complex, but our Route 101 consultant was patient and thorough in addressing our team’s needs." She added, "I’m really impressed with both Route 101’s services and Zendesk itself." 

Russell Attwood, CEO of Route 101, expressed his enthusiasm about the partnership: "We are thrilled to have helped PINS streamline communication with its customers. PINS has also trusted us with training its employees to maximise Zendesk's potential." He continued, "Route 101 will remain a dedicated partner, supporting PINS in optimising its Zendesk platform and continually enhancing both the customer journey and agent experience." 

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The full case study can be downloaded here. For more information about Route 101 and its transformative services, visit or reach out to the team directly via