Funded by the Department for Education, the Education Skills Funding Agency (ESFA) is an executive agency accountable for £58bn of funding for the education and training sector, providing assurance public funds are properly spent. The Government’s plans to expand apprenticeships will see the ESFA working with significantly higher numbers of employers (from 30,000 to 180,000). This meant they had to relook at the support system in place, to ensure it could scale effectively.
The agency worked with Zendesk and Netpremacy to find a solution to respond to the employers, become more efficient and at the same time become more mindful of the needs and preferences of the people it deals with every day. The team has moved a number of disjointed systems, that relied only on phone and email into a single support platform – Zendesk Support Suite, and have now added web chat, web forms, SMS and instant call back.