One platform for everyone: how Appamondo helped Nando's consolidate four support audiences into a single Zendesk environment.
A full platform consolidation, multi channel deployment, and bespoke reporting that brought Nando's closer to support excellence.
- 127% faster full resolution time
- 5% increase in Customer Satisfaction
- 76.4% of tickets achieved SLA
Nando's identified several pressing challenges in their support infrastructure.
- Complexity: Multiple Zendesk platforms created confusion among users, leading to inefficiencies and a lack of clear signposting.
- Accessibility: Support needed to be more accessible by deploying additional user friendly channels.
- Integration: The desire to integrate an internal Nando's platform with Zendesk to unify the user experience was an imperative.
- Consolidation: The vision of amalgamating support platforms into a single, central environment for enhanced efficiency.
- Reporting: Create a central source of reporting data for senior management.
- Commercial: Deliver cost benefit and savings.
A complete consolidation, built around Nando's people, processes, and channels.
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01
Platform Consolidation
Successful consolidation of multiple Zendesk platforms into one centralised support platform.
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02
Support for All
A centralised platform catering for external customers, restaurants, Nando's colleagues and internal personnel at Nando's head office.
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03
Custom Guide Help Centre
A highly customised Help Centre, offering a user friendly experience for information retrieval and departmental contact through various channels.
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04
Telephony Integration
A single telephone number for all restaurants and head office personnel was established, featuring IVR routing, replacing the previous multiple phone numbers.
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05
Department Webforms
Each department received a unique webform, guiding users to contact them efficiently while providing essential information for prompt responses.
A unified support environment built to scale.
Appamondo's partnership with Nando's exemplifies how strategic delivery of technology driven initiatives and solutions can transform a support landscape and help to make the agility delivered by technology, part of the organisation's culture.
By consolidating platforms, enhancing accessibility, and providing a unified experience, Nando's has taken a giant leap towards achieving support excellence. With a centralised support environment and integrated systems, Nando's can continue delighting its customers and colleagues whilst delivering on its brand promise.
"Their insight and guidance of developments within Zendesk has allowed us to maximise the system usage within our team which in turn has increased our overall customer satisfaction scores."