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Case Studies

Scaling a UK Home-Delivery Operation with a 56-Person Offshore Team

  • Client: Furdeco
  • Industry: Logistics & Transportation
  • 55,985 Jobs handled
  • 38,816 Calls managed
  • 2,651 Routes planned
  • ~400 Emails per day

The Right Approach: Turning Complexity into Greater Opportunities

Every challenge has a smarter way forward. Take a closer look at how a complex operational requirement evolved into a more structured, scalable and efficient way of working.

Explore the journey, from the challenges faced to the approach taken, the impact delivered, and how the right combination of people, processes, and operational support can create meaningful, lasting improvements.

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The Challenge

Furdeco needed a more structured and dependable way to manage its home-delivery operations, where each order involved several teams, tasks and communication points. Coordinating routes, customers, drivers and retailers while handling exceptions, debriefs and invoicing created additional operational pressure. The challenge was to establish clear ownership across the delivery journey, improve coordination and maintain consistent service as volumes increased.

  • Complex Operations Managing multiple processes across every delivery.
  • Route & Driver Coordination Keeping routes, schedules and drivers aligned.
  • Customer & Retailer Communication Ensuring timely updates and coordination.
  • Exception Handling Resolving delivery issues quickly and efficiently.
  • End-to-End Ownership Creating clear responsibility across the delivery journey.
  • Scalability Handling growing volumes without increasing operational pressure.
As the business grew, we needed operations that could grow with us. AI-enabled workflows helped us reduce manual pressure, improve coordination across teams, and build a stronger foundation for scaling.
– Operations Lead, Furdeco

The Solution

ZOUMA established a dedicated India-based operation that worked directly within Furdeco's existing workflows, creating clear ownership across key delivery functions and extending operational coverage.

  • Dedicated Team 56 specialists across key functions.
  • Clear Ownership Defined roles for smoother coordination.
  • MDA Support Centralised core operational activities.
  • Extended Coverage Supported UK delivery hours.
  • Quality Control Regular audits and escalation processes.
  • Fast Readiness Teams become operational within 30 days.

The Outcome

The new operating model gave Furdeco greater capacity and structure to manage its delivery network. With dedicated offshore support handling key workloads, the UK team experienced less day-to-day pressure while gaining a more consistent and coordinated way to manage operations.

A managed offshore operation supporting planning, customer contact, exception handling, pricing and billing – at scale.

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