Route 101 Implements Zendesk For Toolden

Route 101 has completed an AI implementation and Zendesk optimisation project for Toolden.

Founded in 1987, Toolden supplies power tools, hand tools and accessories across the UK and Europe. As enquiry volumes and complexity increased, the company sought to enhance its existing Zendesk environment with greater structure, automation and AI capability to support continued growth.

Route 101 conducted a full platform review before redesigning forms, restructuring workflows, introducing service level agreements (SLAs), and reorganising triggers, automations and views.

Manual follow-ups were replaced with an automated “Bump Bump Solve” process to improve response consistency and reduce administrative effort.

A central element of the project was the deployment of Zendesk Copilot within the agent workflow. The AI assistant supports intelligent ticket triage, one-touch handling of simple enquiries, suggested replies, ticket summaries and macro recommendations, as well as automation of repetitive tasks.

By analysing historical ticket data and configuring Copilot to manage predictable enquiries, Toolden reduced routine workload and enabled agents to focus on more complex cases.

“Route 101 restructured and optimised our Zendesk environment, including macros, triggers, and SLAs, and supported us in adopting Co-pilot and AI to automate and assist repetitive support tasks,” said Eddie Grovu, Growth & eCommerce Director at Toolden.

“This reduced manual effort and improved consistency across the team. As a result, our customer service efficiency increased by nearly 70%, putting us in a much stronger position to scale.”

The project also included training to enable Toolden’s team to manage and develop the platform independently.

“This project demonstrates the measurable impact AI can have when embedded strategically within retail customer service operations,” said Russell Attwood, CEO and Founder of Route 101.

“Toolden now has a support environment that is not only more efficient, but designed to be easily scalable as the business continues to grow.”

You can download the full case study here.

For more information about Route 101 - visit the Route 101 Website

About Route 101

Route 101 is an award-winning technology systems integrator, delivering market-leading cloud contact centre and customer engagement software and solutions. Its products and services help clients to transform their customer engagement, support and empower their workforce, and boost their business operations.

Find out more about Route 101

Author: Hannah Swankie
Reviewed by: Robyn Coppell