Carbon Guerrilla: Helping Customers Think Green, Save Green
Customer Company Size
SME
Region
- Europe
Country
- United Kingdom
Product
- Zendesk
Tech Stack
- Cloud-based Solution
- Multi-channel Support
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Environmental Impact Reduction
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Quality Assurance
Services
- System Integration
- Software Design & Engineering Services
About The Customer
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 to 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.
The Challenge
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.
The Solution
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.'
Operational Impact
Quantitative Benefit
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