Build & Implementation
Workflow & Automation Optimization
Fewer clicks, fewer touches, faster answers. Your business rules rebuilt so tickets reach the right person with the right context and the repetitive work happens on its own.
- Format
- Project or sprint
- Duration
- 1 to 4 weeks
- Deliverable
- Rebuilt rules + rule map
Who it's for
- 01Teams whose agents spend more time on triage than on answers.
- 02Support leads who completed an audit and now want the fixes implemented.
- 03Growing teams adding channels, languages or brands to an existing setup.
Problems it solves
- 01Tickets bouncing between groups before anyone owns them.
- 02Dozens of overlapping macros nobody dares to delete.
- 03SLAs and automations that fire too late, too often or not at all.
What you get
- Redesigned routing: groups, skills and omnichannel routing where it fits
- Cleaned-up triggers and automations with a documented rule map
- Macro library reduced to what agents really use
- SLA policies that measure what matters to your customers
- Views per role so agents see the right work first
- Before and after metrics for touches, reply time and reassignments
How it works
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01
Kick-off
We agree on the targets, look at your most challenging requests and the external tools and workflows involved, and pick the rules with the most impact.
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02
Redesign
I design the new routing and rule structure and test it in a sandbox.
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03
Rollout
Changes go live in small, reversible steps so nothing breaks mid-shift.
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04
Measure
After two to four weeks we compare the numbers and tune what needs tuning.
“After closely working together on several projects in Customer Support, I can truly recommend Cedric as your go-to person when it comes to Zendesk. "Impossible is nothing" describes how he deals with customization requests. With his help we improved our efficiency in ticket handling and introduced a new reward system for our agents.”
FAQ
It helps but is not required. Without one, the kick-off includes a shorter review of the rules in scope.
A fixed block of time with a clear goal, for example rebuilding routing for one brand. Good for focused improvements.
They notice less noise. Anything that changes their daily work is announced and explained before it goes live.
Yes, that is the preferred way. Changes are tested there before they reach production.