Appamondo Celebrates New Contract Wins and High-Profile Clients

Appamondo, based in Middlesbrough’s Boho One, is an award-winning provider of custom-built Zendesk customer service solutions that help organisations respond quickly and effectively to customer feedback, queries and complaints.

New clients this year have included The O2, GHD, IT infrastructure provider Softcat and Sunrise Communications’ Lebara and Yallo mobile networks.

The company has also recently completed work for Eurotunnel Le Shuttle as the service celebrates its 25th anniversary.

Director Michael Smith said: “Eurotunnel Le Shuttle is one of the most well-known and widely used rail services in Europe so to be able to help them improve their cross-Channel customer experiences was a real privilege for us.

“It’s a testament to where we are as a brand at the moment and where Middlesbrough is as a hub for digital skills.”

“Having previously worked with Arriva, Northern Rail and GoAhead we are familiar with how customers use and interact with transportation services. However, each client comes to us with their own unique challenges and demands, and we’re delighted to have helped the Eurotunnel team meet theirs,” added Smith.

Chris Gunton, Digital and CRM Manager from Eurotunnel Le Shuttle said: “By understanding our needs, Appamondo were able to configure and customise Zendesk’s software to streamline, automate and improve passenger service.

“Our agents can work with ease in either French or English, on either side of the channel and we’re immediately seeing benefit from being able to bulk process compensation claims using bespoke applications.

“Since launch, we’ve handled almost 23,000 tickets across our Support and Customer Relations teams, with an achieved service level agreement of 98.1%. This figure is rising month on month thanks to improved workflows.”

The influx of new clients comes after Appamondo secured funding from the Tees Valley Business Compass for investment in marketing, as well as support for GDPR and its work on achieving ISO 27001 for information security management.

It’s meant the company has been able to continue towards its aim of increasing yearly revenue and boosting headcount by 40%, with one new recruit already added and a further two pending.

Director Rick Hutchinson is delighted to be able to celebrate these successes on Teesside.

“Traditionally, for tech companies to flourish they’ve needed to base themselves in a big city like London or Manchester.

”By working with global brands and major infrastructure providers like Eurotunnel, we’re showing that North East business is able to lead the way in the design, development and deployment of leading edge technology”

“This is great for us as it allows us to continue to grow our business here while playing our part in establishing Teesside as a leading digital powerhouse in the north,” he added.

Tees Valley Mayor, Ben Houchen, said: “The Tees Valley has a thriving and growing tech and digital sector and Appamondo is a great example of this. The success they have had attracting internationally recognised brands as clients, not only shows the strength of their platform, but also what can be achieved with the tech talent available here in the Tees Valley.”

Along with its new clients, Appamondo has also implemented cloud-based customer relationship applications for Arriva Bus and Rail franchises including Northern, Chiltern and Grand Central; contact centres & BPOs Ventrica and Ascensos; high street retailers including Links of London, TM Lewin, Heals; professional service businesses including Mazars, Lyreco and Savills.