Toolden improves customer service efficiency by 70% with platform optimisation and AI

Toolden is a UK-based online retailer specialising in power tools, hand tools, fixings, accessories, and related equipment. Founded in 1987 as a small supplier for tradespeople, it has evolved into one of the UK’s fastest-growing online tool retailers.

To support this growth, Toolden partnered with Route 101 to optimise its customer support platform and deploy Zendesk Copilot, focusing on efficiency, automation, and smarter ticket handling.

Download the case to see how Route 101 helped Toolden deliver:

• Intelligent ticket triage – automatically identifying enquiry types and routing tickets to the right team
• One-touch ticket handling – resolving simple enquiries automatically using configured workflows
• Suggested replies and summaries – enabling faster, more consistent agent responses
• Automated repetitive tasks – reducing manual work and improving accuracy
• 70% increase in customer service efficiency – transforming support into a scalable, intelligent operation