Striking the Perfect Chord with Zendesk: Route 101 Empowers ACC Liverpool for Eurovision and Beyond

Route 101, a leading provider of omnichannel customer engagement solutions, is thrilled to share the success story of its partnership with ACC Liverpool, a renowned events and exhibition venue. This story shines a light on how Route 101 collaborated with the ACC Liverpool team to streamline customer interactions across their marketing emails, a custom chatbot, and ticketing platforms, all within Zendesk. This transformation allowed different departments within ACC Liverpool to gain a comprehensive view of the customer journey, enabling more personalised customer service. This transformation came just in time for a major international event, Eurovision 2023.

The ACC Liverpool Group, established in 2008 during Liverpool’s European Capital of Culture tenure, manages multiple cutting-edge venues and exhibition spaces on behalf of the Liverpool City Council. Over the years, the company has expanded its operations to host various prestigious events across its venues and has also integrated a ticketing agency. However, as the business grew, it encountered challenges with outdated systems that hindered its ability to meet the evolving needs of its customers effectively.

Rachel Kennedy, Guest Relations Manager at ACC Liverpool, commended the Route 101 team for their work, stating: “The experience of the Zendesk implementation with Route 101 was really good. The team were really helpful in creating a bespoke customer service system that works for multiple teams across the business”. Rachel also went on to say “Zendesk has enabled us to manage customer feedback efficiently and in turn, provides our customers with a high-quality customer service.”

Russell Attwood, CEO of Route 101, added: “We are delighted to support our clients in the delivery of world-class customer experiences – especially when they are hosting events of such magnitude. It’s clear that our team’s expertise, combined with the impressive capabilities of Zendesk, played a crucial role in providing ACC Liverpool with the support it needed to succeed in the lead-up to Eurovision. I’m confident that our collaboration will keep delivering high-quality customer experiences and support future growth.”

Get the full story:

The full case study can be downloaded here. For more information about Route 101 and its Zendesk optimisation services, visit or reach out to the team directly via

About Route 101:

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.

About Zendesk:

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.

Media Contact:

Magda Brzegowy
Marketing Manager
T: 03330 110 400