Pioneering Speed and Innovation with JJ Foodservice and Zoom.

The Client.

JJ Foodservice is a UK-based wholesale food and catering supplies company, founded by a former restaurateur, Mustafa Kiamil, in 1988, aiming to improve the quality of wholesale food and service for eateries in North London. 35 years later the company operates UK-wide from 12 locations with over 800 staff from 40 nationalities. With a rich history of embracing cutting-edge technologies, JJ Foodservice has consistently set the standard in its sector for operational efficiency and innovation.

The Challenge.

JJ Foodservice was facing a challenge with its existing business phone and contact centre technology. The legacy infrastructure was reaching end of support, creating risks to business continuity and scalability.

The organisation was looking for a modern, easy-to-use cloud-based solution to enhance communication capabilities, improve customer service, drive sales, and ensure long-term reliability. The solution also needed to align with JJ’s ethos of being first and fastest in adopting innovations in their sector.

Why Zoom?

JJ Food Service chose Zoom Contact Centre & Zoom Phone for its comprehensive suite of features, scalability, and ease of use. Key reasons for selecting Zoom included:

• An integrated platform for all departments: The ability to manage all communication channels and departments within a single unified platform, ensuring seamless customer experience and internal comms.

• Managed by Operations, not by IT: Zoom’s intuitive UI and straightforward administration enables the CX operational teams to own and manage the solution, reducing the day-to-day burden on the IT team.

• Scalable, robust, and extendable: Zoom’s cloud-based and scalable solution allows JJ Foodservice to scale operations effortlessly as business needs evolve, and new locations come online.

• Easy to learn, use, and live with: Zoom’s user-friendly interface reduces the learning curve for employees, enabling faster adoption, smoother transition, and easier ongoing staff onboarding.

• Rapid deployment: JJ Foodservice also needed a deployment partner capable of executing a rapid, efficient, and disruption-free migration to Zoom Phone and Zoom Contact Centre - a task perfectly suited to Acceleraate’s experience, track record and capabilities.

Solution Overview

Acceleraate worked in collaboration with the JJ Foodservice team to design a comprehensive implementation and migration strategy for Zoom Contact Centre and Zoom Phone. Key components of the solution included:

• Zoom Contact Centre & Zoom Phone Deployment: A record-breaking migration - delivered in less than four weeks. This remarkable achievement highlights both Acceleraate’s expertise and JJ’s firm commitment to innovation and agility.

• Advanced Queue & Customer Journey Features: Offering JJ Foodservice significant flexibility with customer journey and contact distribution options, including automated callbacks during busy periods.

• Smart Routing for Existing Clients: Acceleraate developed routing logic which identifies existing account clients and routes them straight through to an appropriate team. This smart approach enables improved service personalisation and reduces waiting times.

• Fully Integrated & Connected Departments: JJ’s Sales, Customer Service, IT, Transport, Counters, and Back Office teams now benefit from a fully integrated, scalable, cloud-based communication solution.

• High Volume Daily Outbound Campaigns: Zoom’s outbound campaign management capabilities allow JJ Foodservice to automate high-volume dialling to their account customers each day, whilst continuing to tend to inbound enquiries on demand.

The Outcome.

• Easier Management of the Contact Centre

JJ Foodservice were keen to reduce the burden of CX infrastructure on their IT team. Through Zoom’s intuitive technology and Acceleraate’s training programmes, JJ’s contact centre supervisors quickly got to grips with the day-to-day management, meaning the IT team can now place their focus in other areas.

• Seamless Migration at Pace

As the world’s first Zoom CX Competency Partner, and Zoom Contact Centre EMEA Partner of the Year 2024, no other Zoom CX partner can claim the level of expertise and experience of Acceleraate. Our team ensured a smooth transition to Zoom Contact Centre & Zoom Phone in record time, and with minimal disruption to JJ’s ongoing customer and sales operations.

• Scalable and Future-Proof Solution

Zoom’s robust and reliable platform provides a future-proof and iteration-ready platform for JJ Foodservice to continue improving and scaling its customer services operations. Additional project phases are now planned, including the roll-out of digital messaging channels and Zoom Virtual Agent.

Client Feedback.

“We selected Zoom because we were very impressed with its self-service simplicity, usability, and smart features. When we started the migration project, I set the Acceleraate team a challenge: I wanted to break the record for the fastest ever Zoom Contact Centre implementation at scale. Together, we took the migration programme from discovery to go-live in under four weeks. Achieving this was a testament to our shared commitment to innovation and excellence.”

- Mushtaque Ahmed, Managing Director, JJ Foodservice Ltd.