Toptal uses automation to cut data entry time from hours to 10 minutes for recycling leader.
Toptal collaborated with a recycling leader to introduce support automation and reduce the burdensome manual handling of requests through Zendesk.
Client
Australia-based recycling operations provider managing large-scale container refund schemes nationwide.
Employees
Revenue
Industry
EnergyDelivered Services
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The company struggled with manual support processes, where each ticket required extensive data entry across multiple forms, taking one to three hours and severely impacting operational effectiveness.
Solution
Automated Data Entry
Toptal designed a JavaScript-based Zendesk application that automatically populated fields with ticket data, allowing support staff to preview and validate entries before submission to the backend system.
Collaborative Development Approach
Toptal encouraged direct collaboration with stakeholders and support staff, leveraging organized discussions and JIRA boards to refine the workflow into a streamlined and efficient user interface.
Outcome
Significant Time Savings
The deployment of this application transformed the manual process, cutting data entry time from hours to just 10-15 minutes, yielding a substantial increase in support staff productivity.
Enhanced Workflow Efficiency
The collaborative development not only optimized support request management but also empowered staff to engage more effectively with partners, improving service quality and providing a solid foundation for continued improvements.
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