ZuZo Company Limited

BACKGROUND

Please describe your company and position.

I am the Deputy Head, Service Excellence CSR of Donewell Insurance LTD

Describe what your company does in a single sentence.

We are a general insurance company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ZuZo Company Limited to accomplish?

• Streamlining customer communication across voice, email, chat, WhatsApp, and social platforms.
• The primary objective of this project was to implement a fully operational QContact Omnichannel Contact Centre that would unify all customer communication channels into a single platform.
• Improving visibility and reporting across all customer interactions.
• Integrating QContact with the client’s core internal systems to ensure seamless data flow and reduce manual processes.
• Designing efficient workflows, IVR structures, and routing logic tailored to the client’s operations.
• Training internal teams to ensure confident, autonomous use of the platform.
• Enabling the client to scale channels and departments easily as the business grows.

SOLUTION

How did you find ZuZo Company Limited?

• Online Search
• Referral

Why did you select ZuZo Company Limited over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from ZuZo Company Limited were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The onboarding process covered everything from setup to full activation. We completed the business requirements questionnaire, imported customer data, set up users and roles, and organised departments to match our customer journey. The IVR was designed with custom recordings, and all key channels were activated, including email, WhatsApp, Facebook, and others.

ZuZo also configured the entire omnichannel environment. Voice, email, web chat, WhatsApp, webchat, callback requests, and social media channels were all validated, connected, and made ready for use.

One of the biggest win was integrating QContact with our core software. This gave us smoother data flow, unified reporting, automation, better visibility, and improved efficiency across the team.

Training was delivered for team leads and agents, and the go-live process was fully supported.

Since then, we’ve seen a single interface for all customer interactions, faster responses, better teamwork, improved satisfaction, stronger reporting, and a setup that supports our growth.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

100% omnichannel consolidation – All communication channels were successfully merged into one platform.

Improved response times – Faster handling of customer queries due to unified routing and live channel visibility

Reduced operational friction – Fewer system switches and manual work after integrating QContact with the client’s core systems.

Higher agent productivity – Streamlined workflows, IVR, and automations increased agent efficiency

Better reporting & insights – Centralized analytics enabled more accurate tracking of KPIs and customer trends.

Increased customer satisfaction – Improved consistency and speed across all channels positively impacted customer experience.

Successful long-term adoption – The client has used the platform continuously since 2021, showing enduring value and system stability.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

ZuZo managed the entire project with a level of consistency and commitment that made the process easy for us. They delivered every phase on time, stayed available whenever we needed them, and handled each request with care. From the initial setup through system integration and go live, they guided the work with clear communication and a solid understanding of our needs. Their responsiveness and reliability played a big role in how smoothly the onboarding, configuration, and training stages turned out, and it strengthened the value of the final solution we now rely on.

What was your primary form of communication with ZuZo Company Limited?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

ZuZo was present throughout the entire process. They didn't just stick to timelines; they were always available when we needed them. Anytime we had a question or hit a snag, they jumped in right away. They cared about getting things right for us, and that made the whole experience feel less like working with a vendor and more like working with a team that had our back.

Are there any areas for improvement or something ZuZo Company Limited could have done differently?

Nope! 

BACKGROUND

Please describe your company and position.

I am the Global Senior Manager, Behavior Change of an eyeglass nonprofit.

Describe what your company does in a single sentence.

We provide affordable eyeglasses to those in need to enhance their livelihoods. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ZuZo Company Limited to accomplish?

• No Dedicated Support Lack of inbound support center for patient inquiries, lost orders, or service complaints.
• Limited Insight No system to track post-purchase satisfaction or reasons for dropped follow-up visits.
• Impact Tracking Difficulty measuring service impact for stakeholder and donor reporting requirements.
• Post-purchase surveys with eyeglass recipients, Feedback Gaps Absence of feedback mechanisms to assess service delivery at vision camps or retail outlets.

SOLUTION

How did you find ZuZo Company Limited?

Referral

Why did you select ZuZo Company Limited over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from ZuZo Company Limited were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

1.1    Support our nonprofit to design structured phone survey questionnaires aligned with CSAT, NPS, and other campaign effectiveness metrics.
1.2    Develop outbound call scripts to collect data for CSAT and NPS based on the survey questions.
1.3    Conduct outbound calls to customers who purchased eyeglasses from pharmacies in the Ashanti Region according to the agreed script.
1.4    Record survey responses accurately and securely.
1.5    Ensure all collected data is accurate, anonymized, and securely stored.
1.6     Provide routine update, raw survey data, phone recordings, and detailed analysis report during/after each survey phase (baseline, midline, and endline).
1.7    Implement quality assurance processes, including call monitoring and validation checks.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

4.7/5 CSAT Score Post-ZuZo implementation in Kumasi, Ashanti Region

+70 Net Promoter Score Indicating strong likelihood of patient referrals

<24hrs Query Resolution Improved from >48 hours pre-implementation

60% Reduction In missed follow-up appointments

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They work beyond the defined scope and give thoughtful attention to related needs. They also offer tools and platforms that support reporting and collaboration throughout the project.

What was your primary form of communication with ZuZo Company Limited?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They are very responsive and adaptable to the project. 

Are there any areas for improvement or something ZuZo Company Limited could have done differently?

Add Ai to other aspects of their operations