Client: EA Pharma
Sector: Health / Pharmaceuticals / Well-being e-commerce
Objective: Centralize customer requests, improve team productivity, and streamline interdepartmental exchanges
Solution: Zendesk CRM software
“We have gained in efficiency and usability. The teams quickly adopted the solution, thanks to the customization carried out by XPCloud and the seamless integration with SAP. Copilot has provided invaluable help to our agents to handle more volume, faster.”
Véronique Rovarey, Supply Chain Manager at EA Pharma
Client Needs Analysis
EA Pharma is a French lab specialized in health, wellness, and nutraceuticals, known for its brands distributed via pharmacies, para-pharmacies, e-commerce, and healthcare professionals. With rapid growth, the company was facing a significant increase in customer requests, handled by multiple teams (sales administration, customer service, accounting, after-sales service, e-commerce).
Key challenges identified included:
- Fragmented communication across different departments and tools.
- Lack of a global view on conversation history and performance.
- Sometimes long processing times, especially during peak periods.
- Absence of a unified tool to manage the customer relationship end to end
The clear objective was to centralize all customer interactions in a single platform and improve team performance through automation and artificial intelligence.
XPCloud’s Response: An Integrated, Intelligent, and Scalable Zendesk Platform
To address these issues, XPCloud supported EA Pharma in deploying a full Zendesk Suite, tightly integrated with its SAP environment. They used Zendesk Agent IA Advanced to leverage AI capabilities.
The project was built around four main pillars:
- Unified Interface: Combined all communication channels (email, phone, help center, forms, chatbot) into a single Zendesk interface.
- Daily Sync with SAP: Ensured customer data was always up-to-date and that there was complete traceability of interactions.
- Tailored Customization: The platform was adapted to EA Pharma’s internal processes, especially for managing their Oafarma application.
- AI Activation: Enabled Zendesk Copilot and Agent IA Advanced to automate ticket classification, prioritization, and response drafting — improving consistency and speed.
- In addition, XPCloud provided thorough training for agents, managers, and administrators, followed by a testing phase to ensure the system would scale correctly under load.
“Thanks to XPCloud, we were able to customize Zendesk to our needs while keeping the system very easy to use for the teams. The integration with SAP and the addition of AI have saved us a lot of time on a daily basis.”
Véronique Rovarey, EA Pharma
Tangible Results: Seamless Experience and Immediate Productivity Improvement
Just weeks after the deployment, EA Pharma began seeing real benefits:
- A single interface for all customer interactions.
- Significant reduction in handling times thanks to Copilot and automation.
- Better visibility over team workload and performance via Zendesk Explore.
- Reliable data thanks to the synchronization with SAP.
- More autonomous and motivated teams, able to focus on high-value requests.
“Zendesk gives us a clear view of all our interactions and helps us quickly spot areas for improvement. XPCloud’s support was crucial in adapting the solution to our real-world needs and ensuring a smooth transition.”
Véronique Rovarey, EA Pharma
Looking Ahead: AI, Automation, and Continuous Performance
Building on this success, EA Pharma is already planning future steps in its digital transformation:
- Further automation of recurring requests via an intelligent chatbot.
- Full use of Zendesk Explore for CX (Customer Experience) performance monitoring.
- Gradual rollout of the Zendesk platform to other business units within the group.
- Increased AI usage to optimize support and overall service quality.
“Thanks to XPCloud, we have built a robust, scalable solution aligned with our company vision. This partnership has allowed us to move from a reactive approach to a proactive, predictive customer relationship.”
Véronique Rovarey, EA Pharma
Customer testimonial
XPCloud’s support was truly decisive. They understood our needs, adapted to our organisation, and offered us a tailor-made solution that was both simple and effective. This is what enabled the teams to quickly embrace the tool.
