Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk

Hancocks Cash and Carry started out as a sweet shop in 1962 before rapidly growing into a wholesale confectionery business with a strong presence throughout the UK. Today, Hancocks focuses on providing a wide range of confectionery products to independent retailers and other businesses. With over 3,000 products available, Hancocks operates 14 wholesale stores and an online store, offering the largest selection of sweets in the UK.

Hancocks faced challenges with its contact centre of around 20 agents. The business has been using Zendesk for some time but felt the platform was not being utilised to its full potential. The team also faced issues integrating Zendesk with its own Enterprise Resource Planning (ERP) system. The objective of this transformation project was to enhance both customer and agent experiences, streamline manual processes, improve productivity, and optimise reporting accuracy.

Download the case study to learn how Route 101 helped Hancocks:

  • Cut first reply time by 90% with Zendesk
  • Develop a custom Zendesk application and an Application Programming Interface (API) integration for Hancock’s existing ERP system
  • Enable agents to access customer orders within Zendesk with a single click
  • Optimise forms with auto-populating ticket fields to reduce ticket backlogs
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