Case Study: Education Partnership North East cuts agent response time with Zoho Desk

Education Partnership North East builds from the ground up with Zoho Desk

Education Partnership North East (EPNE), a large UK-based college group, faced challenges with scattered data and broken workflows in its support system. This led to poor insights into team performance and hindered their ability to track and resolve customer requests effectively. To address this, they implemented the customer service platform Zoho Desk.

By using Zoho Desk's omnichannel setup, EPNE created a single point of contact for all requests, segregating teams into specialized departments for more efficient handling. The solution provided actionable analytics and a structured workflow. As a result, even with a 200-fold increase in ticket volume, Zoho Desk helped EPNE cut agent response time by nearly 70%.

Education Partnership North East

Neil Gray

IT Support Manager