Case Study | Peak Financial Group
Systematic automation: How Peak Financial Group saves over 100 hours of manual work per week
Clear processes, fewer errors, and measurable efficiency gains – these were the goals Peak Financial Group set out to achieve when it began restructuring its customer service department.
After a quick switch from Outlook to Zendesk and the introduction of various automations using Knots solutions, Peak brought Leafworks on board as a partner in March of this year to stabilize and expand the system in the long term.
The result: Support that can finally do its job.
About Peak Financial Group
Peak Financial Group is one of Canada’s leading financial groups, focusing on independent financial advice, asset management, and insurance services. With over 1,500 employees, the company offers comprehensive solutions for private and business clients. To improve the customer experience and simplify internal processes, Peak decided to revamp its customer service from a technical and organizational perspective.
Peak Financial Group
Financial services
Montreal, Canada
Financial and insurance services
1,500+
Collaboration
Since 03/25
Since 25 September 2025
Project duration
3 weeks to full rollout
Initial situation: Rapid rollout without structure
The introduction of Zendesk during the peak of COVID was necessary but turbulent. Within four weeks, Peak migrated over 100 agents from Outlook to Zendesk – in the middle of the busiest season of the year. “In a word: messy,” is how Philippe Roy, Project Manager for Continuous Improvement, describes the situation:
- Ticket system without meaningful integrations
- Hundreds of conflicting triggers and automations
- Numerous manual processes
The result: there was a clear lack of transparency, error rates were high, and the effort involved was considerable.
Project objectives: From firefighting to scalable service
With Leafworks, Peak wanted to revamp its support structure, focusing on:
- Further automating recurring processes
- Reducing manual entries and sources of error
- Transparent archiving and traceability
- Cleaning up and standardizing over 400 triggers and 100 automations
- Integrating telephony tickets
- Introduction of structured ticket processes
Implementation and project steps
After integrating various Knots solutions, such as for the automated processing of tickets and attachments, Peak brought Leafworks on board to implement fundamental improvements, clean up the system, and make it fit for daily operation. The particular challenge was that there was no test environment – all adjustments were made during ongoing operations.
The current project – a trigger cleanup – is based on a comprehensive account review. This time, the goal was to consolidate existing automations and lay the foundation for further scaling.
Important milestones
- Audit and analysis with a detailed game plan for all triggers and automations
- Secure trigger cleanup during live operation: export of all triggers, automations, macros, and views via script and mapping in Monday Board for structured re-creation
- Integration of a new custom RingCentral solution that made customer calls traceable
- Rollout of the Leafworks Universal Toolkit with 7 apps, including:
- Setting up mandatory fields via conditional fields to prevent errors in the archive
- Merging related tickets with Side Ticket Premium
Apps and solutions
Zendesk components: Zendesk Support, Automations, and Macros
Leafworks Apps (Universal Toolkit):
- Side Ticket Premium,
- Conditional Fields
- Alert Wrong User
- Related Tickets
- Deeplinks App
- Ticket Manager Plus
- Attachment Manager
Custom RingCentral Integrations by Leafworks for VoIP telephony and KPI tracking
Watch the full story
Results: Less manual work, more clarity
The collaboration with both Leafworks and Knots has shown that, in addition to significantly reducing the workload of the support team, the customer service experience has also improved considerably. Incorrect or incomplete tickets, which used to lead to delays or queries, are now a thing of the past. The high reliability with which requests are now recorded, automatically assigned, and resolved is also reflected in customer satisfaction.
Facts & Numbers:
- 75–100 hours saved per week
- Error rate reduced from 10–12% to 2%
- Email triage reduced from 8 to 1 hour
- 100+ agents in the optimized system
- Over 400 triggers restructured in 3 weeks
A team leader who used to perform almost exclusively manual email triage is now done after an hour thanks to automation and can focus on his actual tasks. Or, as he himself says: “I can finally do my job.”
Philippe Roy | Project Manager Continuous Improvement | Peak Financial Group
From frustration to focus
“I highly recommend anyone who struggles with Zendesk to reach out to Leafworks. It’s been very, very insightful, so it helped us a lot. Myself and the team who works on our instance learned and understood it a lot better now. And I’m going to quote Wesley, our transfer team manager, when we automated: Thank you for everything you do. I can finally do my job.”
Leafworks in 3 words?
“Knowledgeable.
Efficient.
Fun.”
Conclusion
The collaboration between Peak Financial Group, Leafworks and Knots.io shows how a genuine understanding of existing setups, technical expertise, and practical implementation can significantly reduce the workload – not only for the support team, but also for customers.
The result: a system that works – for agents, managers, and customers alike.
Leafworks helps companies worldwide optimize, automate, and securely scale Zendesk structures. If your support is reaching its limits or you want to get more out of Zendesk:
Peak – gemeinsam mit Leafworks und Knots
Solutions used
