How to help customers think green, save green
Helping Customers Think Green, Save Green
Based in the UK, Carbon Guerrilla is passionate about helping businesses record, track, and manage carbon emissions. The company’s cloud-based solution allows companies access a powerful, scalable system designed to accurately measure carbon, produce incisive management reports, and highlight areas for improvement. Carbon Guerrilla helps businesses achieve significant cost savings while complying with the latest carbon compliance legislation and demonstrating their green credentials.
Facing an Environmental Mandate Creates Change
When the United Kingdom’s Carbon Reduction Commitment Energy Efficiency Scheme (CRCEES) went into effect in April 2010, the nation’s larger companies scrambled to find tools that would help them measure and optimize their carbon emissions. Several major vendors responded by rolling out powerful new solutions—often with a hefty price tag.
Carbon Guerrilla took a different approach, and from its inception in March 2010, the company aimed to put carbon accounting tools into the hands of as many companies as possible, at an affordable price. It faced the challenge of creating a robust carbon accounting platform from scratch and needed to implement a trouble ticket system to both manage its software development process and handle support tickets from customers.
Centralizing Support, Getting to Market Fast
Carbon Guerrilla had a clear list of priorities in mind for its support solution. As a small company with a distributed workforce, “anytime, anywhere” access was a major requirement. Carbon Guerrilla also wanted real-time information on all of its support tickets.
As planned, Carbon Guerrilla initially used Zendesk as a trouble ticket system for support requests from its own developers.
“Having Zendesk enabled us to keep track of bugs and other issues so that we could resolve them quickly and get our product out to a very hungry market,” recalls Peter James, Propaganda and Propagation Manager at Carbon Guerrilla.
Now that Carbon Guerrilla’s customer base is steadily increasing, Zendesk’s scalable solution empowers the company to manage support requests from across the country.
“Customers who subscribe to our Platinum plan have an impressive array of features at their disposal,” says James. “We get lots of ‘how do I?’ questions. Everything comes in through Zendesk, which makes it easy for us to route and escalate tickets across our three tiers of support.”
Building a vibrant online community
Meanwhile, Carbon Guerrilla uses Zendesk’s multi-channel support with community forums to present FAQs—streamlining the workload for its support staff.
“With Zendesk’s help desk software, we’re hoping to build a vibrant online community among our customers, increasing their satisfaction while saving us time,” says James. “To a startup like ours that’s very much in growth mode, Zendesk is the ideal business partner. We wouldn’t have had our product on the market so quickly without Zendesk’s solution. Frankly, we’re hoping to grow our company as quickly and successfully as Zendesk has grown theirs.”
Charting a path to 99% customer satisfaction
Delivering customer service 35% faster
When keeping it simple does the trick
Decreasing response time despite increase in tickets
Customizing support for multiple brands
Customer satisfaction ratings motivate agents
Forums drive self-help among healthcare professionals
Maintaining a consistent level of service for all
Improving response time by over 300%