CASE STUDY
Zendesk app integration
The challenge
Clarins UK utilises Zendesk to handle customer queries. Staff work across multiple platforms that all require separate logins, some of which have different authentication methods and separate time outs. Handling even simple customer queries would require login to multiple systems, sometimes leaving long pauses in communication between the agent and the customer while the agent logged into other systems.
Additionally; meeting GDPR requirements was a manual process involving cross team communication and relying on people to remember to carry out their tasks in relevant systems. Subsequently customers could have extended wait times before receiving confirmation that the process had been carried out.
The goal
Consolidate these processes into a single workspace, enabling agents to operate more efficiently.
Anonymise a customer through all Clarins platforms with just one click.
Change marketing preferences instantly across all platforms.
What we did
Custom .Net C# API
Angular web app to provide a modern application UI.
Integration with Microsoft Entra for application security, roles and access using existing Microsoft 365 credentials.
Incorporate API calls into other systems to enable real-time updates.
Customer Zendesk apps to allow agents to view data in multiple screens.
Allow agents to populate fields in Zendesk with existing customer data.
The impact
90% of customer order related queries are handled through one unified interface
60 hours per month saved by reducing repetition and the time and clicks required to access customer information from various platforms.
Enhancing the service quality and decision making by providing a comprehensive view of the customer profile, including their personal details, orders, loyalty, and marketing preferences.
Simplifying the critical GDPR process by allowing the agents to anonymise or change customer marketing preferences from all platforms with one click.
“Working with Matt was a transformative experience. His guidance through the project was not just about delivering what was asked, but about understanding the core of what was needed. His suggestions and insights helped shape a final product that truly served our purpose, making the process as valuable as the result itself.”
Marianne Smith - Head of Customer Service, Clarins UK
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