How Virgin Red Rebranded and Relaunched Its Help Centre

Rewards Redefined: Route 101 Spotlights How Virgin Red Rebranded and Relaunched Its Help Centre in Latest Case Study

Route 101 is excited to unveil a new case study showcasing its successful collaboration with Virgin Red. The study demonstrates how, under Route 101’s expert guidance, the Virgin Red team optimised its existing Zendesk platform and successfully launched a new brand. This transformation not only boosted the efficiency of their help centre but also empowered customers with enhanced self-serve capabilities.

Virgin Red, a popular rewards club, enables customers to exchange Virgin Points earned from activities like online shopping for everyday treats and extraordinary experiences. Working with Route 101’s specialist Zendesk Practice, the Virgin Red team successfully implemented changes to meet the increasing demands of the help centre, optimising their existing Zendesk platform.

Route 101 transformed Virgin Red’s Zendesk platform within an impressive four-week timeframe. Beyond building a new Virgin Red Zendesk brand, the Route 101 team designed a tailored knowledge base; addressing frequently asked questions and empowering customers with self-service capabilities to improve the overall experience. The team undertook the meticulous task of decommissioning the old brand and eliminating all historical configurations, ensuring GDPR-compliant data deletion across thousands of records and tickets, before launching the revamped system.

Rebecca Bell, Member Support Manager at Virgin Red commended Route 101 for being “incredibly easy to work with”.

She went on to say:

“Route 101 have often adapted its workflow to accommodate us hitting tight deadlines and remained in regular contact to ensure everything is working correctly or to resolve any issues.

Everyone we have worked with has been knowledgeable and a pleasure to work with”.

Russell Attwood, CEO of Route 101, added:

“Our Zendesk Practice has done an outstanding job rapidly transforming Virgin Red’s customer estate to meet the growing demands of their expanding help centre and deliver the improved CX for their customers.

We look forward to continuing our collaboration and supporting more successful projects in the future”.




The insights from the case study can be downloaded by Clicking Here

Route 101 is a provider of next-generation, SaaS customer engagement platforms, offering award-winning solutions from market-leading vendors. The business delivers a full range of services to ensure clients get the maximum value from the solutions provided, which includes all associated consultancy, professional services, training, and support. With a team of experts and a passion for innovation, Route 101 collaborates with Zendesk to provide transformative solutions that empower organisations to connect with their customers more effectively.

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. The company was conceived in Copenhagen, Denmark and today operates in more than 20 countries around the world.

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