CX Platform Implementation
Calls, email, chat, and tickets - wired into one front desk your team actually runs.
Most businesses don't have a CX problem so much as a CX sprawl problem: a phone line here, an inbox there, a chat widget nobody watches, a messaging app on someone's personal phone. Customers fall through the gaps - and you only hear about it from a bad review.
We wire every channel into one platform, built on Zendesk, so each contact lands in one place, gets routed to the right person, and gets answered. Routine inquiries move to automation. Your team stops firefighting and starts running the desk.
Fixed deliverables. Yours to own.
A full omnichannel CX build - from configuration to go-live. Every channel connected, every handoff mapped, every agent ready to run it on day one.
Three stages. You run it on day one.
Map
We start with your current setup - every channel, every tool, every workaround your team has built. Nothing gets implemented until we understand what you actually need.
Build
We configure the full stack: Zendesk, Aircall and SweetHawk, connected and tested. Routing logic, automation rules and escalation paths built to your operation rather than a template.
Hand over
We train your team, document everything, and stay on through go-live. You own the setup outright. No dependency on us to keep it running.
From 10 agents to 5, with the missed calls answered rather than absorbed.
A UK self-storage operator was running customer contact on email and phone, with roughly 38% of calls going unanswered and thousands of tasks abandoned in the system. Nobody in leadership had a reliable view of any of it.
We rebuilt the desk on Zendesk with Aircall carrying voice, restructured routing and workflows, and put real reporting in front of management for the first time. The team now holds the same coverage with five agents instead of ten.
Before you book.
We do the heavy lifting - mapping, configuration, integration, testing. Your team's time is a few hours up front to show us how the day really runs, then training before go-live. They come out with less manual work, not more.
Possibly not. If messaging is where nearly all your customers start and you don't need phone as a managed channel, Respond.io Implementation is the lighter, faster fit. Zendesk is the right call when you need voice handled properly, multiple teams or brands routed separately, or a platform you won't outgrow. We work out which in discovery, and we don't sell both.
No. We build and test the new setup alongside what you run today, migrate your history and open conversations, and cut over on a planned date, not mid-shift. Customers don't see a gap.
That's fine. The stack is modular - some clients start with Zendesk and Aircall only, and add SweetHawk workflows once the desk is running. We scope to what you actually need.
Usually not. We assess what's there, keep what works, and fix the configuration, routing, and data underneath. Starting over is a last resort. And if you're not on a platform yet, we handle the licence, setup, and training too.
The apps install in a day. The work is the design - routing, SLAs, automation, and the workflows your team actually runs, plus training them to trust it. That's the part that decides whether the tools get used or abandoned.
Typically four to eight weeks from kick-off to go-live, depending on the number of channels and the state of your current setup. You get a timeline before anything starts.
You own it outright. We train your team and document everything - run it yourself after go-live, or keep us on through Managed Services. Your choice, not a dependency.
Stop managing five tools. Start running one desk.
Book a free 30-minute call. We'll look at your current channel setup and tell you exactly what a unified CX build would take - and what it would change for your team.