Inbound Bureau

Much more than case management

Zendesk is much more than a simple case management solution. It can help transform your entire customer experience operation, providing great benefits such as:

  • Time saved on admin and reduced advisor error rate (integrating 3rd party solutions into a single source of truth)
  • More personalised customer experiences
  • True omnichannel services
  • Effective knowledge management
  • Detailed customer experience analysis, including satisfaction and sentiment analysis

As an official Zendesk development partner, with over 10 years of experience in improving customer experience for the world’s leading brands, we can help you get the most out of Zendesk to achieve your CX goals.

Fortnum & Mason
McDonalds
Jimmy Choo
Krispy Kreme

Our Zendesk development approach

We work in transparent, collaborative partnerships with our clients to deliver effective Zendesk solutions that are built around the needs of their customers and their businesses.

Our team are experienced in agile, waterfall and appropriate project delivery methodologies, enabling us to take the best approach to deliver maximum value. Our approach broadly follows these simple steps:

Our CX Consultants will work with you to:
  • Scope your requirements
  • Set key objectives
  • Define customer needs and journeys
  • Understand legacy technology dependencies
  • Form a solution delivery plan

Our Zendesk Software Developers will:
  • Build and tailor standard Zendesk solution to your needs
  • Integrate third party tools, eg CRM, order management systems
  • Utilise suitable Zendesk Marketplace applications and develop custom apps where needed
  • Build real-time reporting tools
  • Continuously deliver incremental improvements

Our Training Team will deliver:
  • Bespoke training sessions
  • Best practice guidance and usage guide
  • Updated training plan as improvements rolled out

  • Robotic Process Automation (RPA)
  • Conversational Commerce
  • Customer Experience Artificial Intelligence (AI) and Bots
  • Customer Relationship Management (CRM)
  • LivePerson Development
Get the most out of Zendesk and transform your customer experience
Journey Mapping
Direct Commerce: Partnership of the Year Awards 2015 Finalist for Best Team Manager - UK Nationals (2016) Gold Winner for Best Resource Planning Manager - UK Nationals (2018) Bronze Winner for Contact Centre Support Team of the Year - UK Nationals (2018) UKCCF Awards 2018 Silver Winner in European Contact Centre & Customer Service Awards (2019) Gold Winner in European Contact Centre & Customer Service Awards (2017) Silver Winner in European Contact Centre & Customer Service Awards (2018) Silver Winner in European Contact Centre & Customer Service Awards (2015) The Sunday Times Fast Track Top 100 UK Firms 2018 Outsourcing Partnership of the Year – London & South East 2017 Advisor of the Year – London & South East 2017 Best Outsourced Partnership – London & South East 2016 Contact Centre of the Year – London & South East 2016
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Ventrica is extremely proud to be recognised by our industry

See all our awards and accreditations

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