How Ezugi Got A 40% Efficiency Boost With Zendesk

About Ezugi

Formed in 2012, Ezugi is a global B2B provider of innovative live casino and live lottery gaming solutions to online casino and retail betting shop operators. The company pioneers new markets and specialises in meeting the needs of players and customers with best-of-breed localised content.

The Ezugi games portfolio includes a wide range of live dealer games, many of which are unique. Alongside these live games are new-generation casino games such Ultimate Roulette, Ultimate Andar Bahar and Video Blackjack.

Complementing its cutting-edge gaming content, Ezugi delivers similarly advanced distribution, back office, support and player retention solutions to its licensees.

 Testimonial

Andrei Moraru, CS Manager

As the Customer Service Manager for one of the leading companies in the online gambling industry, I would like to recommend ROCA for the outstanding services provided. Our primary objective was to seamlessly migrate our entire data from the legacy CRM solution we previously utilized to Zendesk. However, ROCA went above and beyond by not only assisting with the migration but also sharing valuable knowledge on optimizing Zendesk's capabilities. Throughout the entire process, ROCA exhibited remarkable flexibility. The project was led by Georgia and Gabriel, under the close supervision of Dominic. Even after the completion of the project, we felt comfortable reaching out to them for guidance. I would like to express my gratitude to Dominic, Georgia, Gabriel, and the entire ROCA company for their exceptional support. We cannot wait for future collaborations with ROCA.

Ezugi

Number of Agents

40+

Headquarters

Bucharest, Romania

Active Subscribers

12K

40%

Productivity boost since starting with Zendesk

90%

CSAT

74%

Increased first response time

Ezugi came to us with a specific need to increase customer loyalty and boost productivity. Their old system was causing more headaches than doing good.

Zendesk recommended Ezugi work with a local partner from the Romanian market to get started with Zendesk the right way.

Services Offered

Data migration for historical context and business overview

Migration of data is key to starting with a new CRM system. A business needs to feel safe that it has all the information it needs to continue working with their clients as if nothing has changed. Clients don’t need to know or feel anything changing. So this process has to be planned and executed with extra care to make sure all parties involved have a smooth experience. The ones that need to feel a change for the better are the clients.

We migrated a few hundred of thousands of tickets, many tens of thousands of users and also their attachments.

Every project is different and this one was no exception. We had to decode the data in a mySQL dump which had no data mapping what so ever. We had to dig deep and declutter the data so it could make sense before migrating it to Zendesk. We normally prefer to do a CSV or an API migration as it’s cleaner. However, we had to adapt and the results were amazingly satisfactory.

After decluttering the data to make it make sense, we migrated a few dozens of random test tickets. After getting the approval for those, we followed up with migrating the bulk to tickets.

Success!

Zendesk Onboarding for Leveraging all functionality available

Our team of Zendesk professionals has years of experience in setting up and customizing Zendesk for many businesses. 330+ projects so far. We worked closely with the team to ensure a seamless onboarding experience, starting from the initial setup to ongoing support and training. Our personalized approach to services means that we will tailored our solutions to meet the specific business needs and goals of Ezugi.

Through our onboarding service, the team was able to start providing better customer service right away, improving customer satisfaction and loyalty. With our expertise, the team leverageed Zendesk's chat and messaging, knowledge base, and help desk ticketing system to their fullest potential.

This is how we structured the process for Ezugi:

PART 1 - LEARN AND DISCOVERY

During the Learn and Discovery phase, we worked closely with the Ezugi team to define their business requirements, processes, and use cases for Zendesk. Our expert team also provided training to help them become a Zendesk admin. Once the team’s homework was completed, we conducted our discovery sessions to ensure a thorough understanding of the business needs. Our normal process is to discuss things three times and set up Zendesk only once.

PART 2 - DESIGN PHASE

Translating the business needs into Zendesk features and:

  • Define customers and support team

  • Configure Zendesk for ticketing and different support channels

  • Establish business rules to increase productivity

  • Provide an overview of data reporting for better decision-making

  • Collaborative configuration sessions to transfer knowledge for self-reliance

  • Technical assistance for security, email, domain setup, single sign-on, and host mapping.

PART 3 - LAUNCH PHASE

Going Live with Confidence is important! After thorough configuration and testing, we reviewed the Zendesk setup with a checklist to ensure a seamless transition. Once we were confident everything was working correctly, we took the team live. We followed up after a few days to ensure the Zendesk setup was working well and make any necessary final tweaks. Our goal was to give the Ezugi team the keys to the system with confidence, so they can start using Zendesk to provide top-notch customer support. Which they did. And we’re very proud of our results!