Case Study: Kamal Osman Jamjoom Group achieves 500% faster first responses and 50% quicker resolutions—saving 100,000 agent hours and 2M AED with Zendesk Messaging

KOJ Group + Zendesk Speedy implementation, near immediate savings

Kamal Osman Jamjoom Group (KOJ) is a leading Middle Eastern retailer with 700+ stores and a growing eCommerce presence—95% of its visitors now come via mobile. As KOJ shifted from brick-and-mortar to digital sales, it struggled with fragmented communications across legacy systems, in-store staff, and multiple customer channels, and needed a fast way to deliver the personal, high-touch service its fashion and beauty customers expect.

KOJ deployed Zendesk (Support, Chat, Guide, Talk and WhatsApp integration) quickly across internal and external teams, unifying channels and workflows. The change cut first response from 5.8 hours to under 30 minutes (≈500% improvement), halved full resolution time, and delivered an estimated 100,000 agent hours saved and 2 million AED (~$540K) in annual savings, while improving visibility and peak-period planning.

Kamal Osman Jamjoom Group

Phillip Smith

Group Head of Digital