Case Studies
Transforming UK Workwear & PPE Operations with a 46+ Person Offshore Team
- 46+ People Deployed
- 374,335 Tickets Handled
- 4 Functional Areas
- 77% Faster Resolution
Scaling with Purpose: Turning Capacity into Operational Performance
When operational demands increase, adding capacity is only part of the answer. Incorporatewear needed a model that could support growth while delivering stronger performance across its core functions. Take a closer look at how the right combination of dedicated teams, technology and process improvement helped create a more responsive, efficient and scalable operation.
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The Challenge
As Incorporatewear continued to grow, its operational requirements were becoming increasingly complex. The business needed to create greater capacity across key functions while maintaining service quality, improving visibility and keeping pace with changing demands. Incorporatewear needed additional capacity and specialist expertise without proportionately increasing the UK headcount.
- Capacity Under Pressure Growing volumes were placing greater demands on existing teams and processes, making it harder to maintain consistent operational capacity.
- Service Expectations Customer queries required a more consistent and responsive approach to maintain service quality as demand increased.
- Operational Visibility The business needed greater insight into performance, workloads, and service levels to identify gaps and manage operations effectively.
- Functional Support Finance, Procurement and IT required dedicated capability to keep pace with growing business needs and operational demands.
- Future-Ready Operations The business needed a model that could adapt, automate and scale as requirements evolved over time.
ZOUMA have been instrumental in establishing our India office. They have worked tirelessly across the whole set up, not just the office itself but the people and recruitment, the training, the processes and the day to day running, and they have really driven our operations forward. Throughout, they have acted as a true partner to WWUGL rather than a supplier, and at this point they feel like an extension of our own team. We could not have got the India office to where it is today without them.
– HR Director, WWUGL
The Solution
ZOUMA created a dedicated offshore operation for Incorporatewear, bringing together people, technology and operational expertise to strengthen support across key business functions. The model was integrated with the UK operation and designed to provide greater capacity, consistency and scalability.
- Dedicated Offshore Team A 46+ specialist team was established to support core business functions and provide additional operational capacity.
- Multi-Function Support The team provided dedicated support across Customer Services, Finance, Procurement, and IT to meet varied operational requirements.
- Smarter Service Management Structured ticket handling and operational workflows helped organise customer and internal service activities more effectively.
- Technology & Analytics Connected systems and analytics provided clearer visibility into performance, workloads, service levels and operational activity.
- Strong UK–India Collaboration A structured UK–India operating model supported regular governance, performance reviews and continuous feedback.
- Designed to Scale Created a flexible operating model to evolve with changing business requirements and future growth.
The Outcome
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