LeedsBID joins forces with Netpremacy to enhance customer service
The BID has joined forces with the Leeds-based Cloud Solutions and Google Premier Partner to launch the Zendesk feature as a new extension to its website, making enquiries and booking some of its core services possible at the touch of a button.
As well as leading on a range of bold and innovative projects in collaboration with partners in the city, LeedsBID offers a number of key services to its levy payers – those city centre-based businesses which make an annual financial contribution to the work of the BID.
Operating with a small team, LeedsBID want to ensure they provide the most efficient service for their levy payers while capturing data and managing it effectively.
As a leading partner of Zendesk as well as being most commonly known for being a leading Google Cloud Premier Partner, Netpremacy, based in Wellington Place, suggested the introduction of intelligent customer service platform Zendesk into the BID’s business operations.
Its implementation provides the perfect solution, enabling the automated booking of some core services such as meeting room reservations, requesting a Welcome Ambassador visit or concierge service or the Street Rangers cleaning service, while at the same time making the process more efficient from an administrative perspective. In addition, those businesses, which operate out of normal office hours as part of the city’s buoyant evening and night-time economy, can make business requests at any time of the day.
The project started in November 2017 and took just six months to implement with Netpremacy, enabling LeedsBID to create a ticket system through Zendesk to handle business enquiries in a more efficient and effective way.
Zendesk Admin training was provided on-site by Netpremacy Technical Consultant Andrew Howland who provided in depth practical training to the LeedsBID admin team, resulting in an in-house team who can make changes and additions to Zendesk as required. Additional agents training also allowed LeedsBID personnel to understand the customer journey - an important part of being able to manage a support desk.
Vicki Freestone, LeedsBID Business Executive, said: “LeedsBID is always looking for ways to innovate and improve the customer experience whilst increasing our own internal productivity. It has been an absolute pleasure to develop Zendesk with Netpremacy, a key Leeds-based cloud technology firm.”
Simon Gillard, Account Director and Lead Project Consultant said, “Netpremacy are proud to be a part of this project. Zendesk will now enable LeedsBID to effectively manage their enquiries and as a result, enable them to focus on continuing to make Leeds a fantastic place to be. We very much look forward to keeping a close working relationship moving forward,”
Zendesk will also allow LeedsBID to build for the future and further develop its services and facilities to accommodate customer demand.