CX Strategy & Platform Optimization — Roca.Work
Roca.Work designs and implements customer experience strategies for businesses using Zendesk, Freshdesk, and Pipedrive. We are an official partner and certified reseller of all three platforms. Founded by Dominic Brasoveanu, Roca.Work has delivered 400+ CX implementations worldwide.
What Roca.Work Delivers
We cover Phases 2 and 3 of the CX Management Framework: Plan (CX strategy design, customer journey mapping, opportunity prioritisation) and Implement (platform configuration for Zendesk, Freshdesk or Pipedrive, workflow automation, team enablement, and reporting setup). Results are delivered in 2 weeks with a 100% money-back guarantee if you are not satisfied.
Who This Is For
Business owners, Customer Success Managers, and CX Managers who have invested in Zendesk, Freshdesk, or Pipedrive but are not getting full value from the platform. Common symptoms include declining CSAT scores, agents losing tickets, low platform utilisation (typically under 10% of available functionality), and inability to make data-driven decisions.
Free CX Strategy SOP
Roca.Work offers a free downloadable Standard Operating Procedure (SOP) for customer experience strategy in Zendesk, Freshdesk, and Pipedrive. It covers how to focus CX efforts, increase CSAT, reduce resolution time, and make customers return. Available by email on the Roca.Work CX strategy page.
Pricing & Guarantee
CX strategy and platform implementation projects are fixed-price, typically from €2,500. Scope is confirmed before work begins. Roca.Work offers a 100% money-back guarantee — if you are not happy with the value delivered, you will not be charged.
Book a Free Strategy Session
Book a free 30-minute strategy session at https://calendly.com/dominiccx/letsmeet/. Roca.Work will audit your current platform setup and identify exactly what is holding your CX back. No commitment required.
For Business Owners, CSMs & CX Managers
If you don't have a CX Strategy
you're leaving money on the table.
You invested in a world-class customer experience platform. But without a proper CX strategy and setup, it's working against you — not for you. We fix that!
10%
Average CX platform
functionality used
400+
Implementations
delivered
1
Understand
CX maturity · Customer needs · Industry analysis
Your team
2
Plan
CX Strategy · Journey Mapping · Prioritization
ROCA
3
Implement
Platform setup · Automations · Integrations
ROCA
4
Measure
CSAT · Resolution time · Ticket trends
Together
5
Re-assess
Iterate · Optimize · Scale
Ongoing
Official partner & reseller of
The Problem
You're not alone.
This is what we hear every day.
Most companies are stuck in the same trap — a powerful platform, left misconfigured and underused.
10%
of CX platform functionality used by the average team
You're paying full price for a fraction of the value.
Zendesk, Freshdesk, and Pipedrive are among the most capable platforms in the world — but they require a proper strategy to unlock. Without it, you're paying for enterprise-grade tooling and using it like a glorified inbox. The other 90% is sitting idle while your CSAT slides and your team burns out.
📉
CSAT is going down
You're seeing the scores drop but can't pinpoint why. Without the right data structure and workflows, diagnosing CSAT problems is guesswork — and guesswork doesn't fix anything.
🔥
Your team is losing tickets
Things fall through the cracks. Agents work around broken flows, managers can't see the full picture, and customers are left waiting. Productivity is low even when effort is high.
🌑
You're stuck and in the dark
You know something is wrong but you don't know where to start. These platforms are complex, there's no internal CX expert, and every attempt to fix things creates new problems.
💸
You're losing clients
Poor support experiences drive churn. Every unresolved ticket, every delayed response, every confused handoff is a customer one step closer to a competitor who has their CX figured out.
Our Approach
Enterprise CX planning, done for you.
Most companies get stuck at phases 2 and 3 — the ones that actually drive results. That's exactly where we focus.
01
Understand
CX maturity assessment
Customer needs research
Industry CX benchmarks
You & your team
02
Plan
CX Strategy design
Customer Journey Mapping
Opportunity prioritization
ROCA delivers this
03
Implement
Platform configuration
Automation & routing
Integrations & data flow
ROCA delivers this
04
Measure
CSAT & NPS tracking
Resolution time analysis
Ticket trend reporting
Together
05
Re-assess
Quarterly strategy reviews
Continuous optimization
Scale & iterate
Ongoing
💡
Why phases 2 and 3 matter most: Strategy without execution is wishful thinking. Execution without strategy is expensive chaos. We bridge the gap — designing your CX roadmap and building it inside your platform (Zendesk, Freshdesk, or Pipedrive) so you get both, working together, within 2 weeks.
How We Work
Strategy that ships.
Not a deck that sits.
We don't hand you a PowerPoint and disappear. We plan, build, and measure — with your team, in your platform, in weeks not months.
1
CX Strategy Design
We map your current state, define your ideal customer experience, and create a prioritized roadmap tied to business outcomes.
2
Customer Journey Mapping
Every touchpoint from first contact to resolution, visualised. We find the gaps where customers fall through and plan how to close them.
3
Opportunity Prioritization
Not everything needs fixing at once. We rank improvements by impact and effort so your team focuses where it matters most first.
4
Platform Configuration
Channels, routing rules, triggers, macros, views — configured from scratch or audited and rebuilt to match your CX strategy exactly, whether you're on Zendesk, Freshdesk, or Pipedrive.
5
Automation & Workflows
Repetitive manual tasks automated. Tickets routed to the right agent instantly. SLAs enforced without a single human reminder needed.
6
Team Enablement
Your agents get the tools, training, and documentation to perform at their best from day one — not month three.
7
Reporting Setup
CSAT, FRT, resolution time, ticket volume by topic — the dashboards you need to make decisions, not just monitor noise.
8
Data-Driven Decisions
We show you how to read the data, surface the trends, and translate your CX platform metrics into business arguments your leadership will act on.
9
Handover & Documentation
Full documentation of everything we built, plus post-delivery support so you're never left holding the bag after go-live.
What You Get
Borrow 10,000 hours
of CX expertise.
You don't need to learn everything about your CX platform. You just need results. Here's what working with us actually changes.
✓
Centralize every support request into one place so nothing gets lost and the full customer picture is always visible.
✓
Give your agents the tools they need to be efficient and happy — keeping headcount low and morale high.
✓
Make decisions based on data, not gut feel — so every investment in CX can be justified and measured.
✓
Reduce time spent on support operations by automating what doesn't need a human touch.
✓
Get back time to work on your business — not in it. Efficiency at the support layer frees up leadership bandwidth.
✓
Surface the right data to negotiate with your team and investors — with numbers that tell the story.
✓
A dedicated CX expert on Slack — always available to get you unstuck and moving immediately.
✓
1-on-1 certified coaching — get to where you want to be within 2 weeks, not 2 quarters.
Ready to get your money's worth?
Book a free 30-minute strategy session. We'll assess your current platform setup and tell you exactly what's holding you back — no obligation, no sales pitch.
Book Free Strategy Session →
💰 Fixed-price engagements. No surprise invoices. Scope confirmed before we start — typical projects from €2,500.
🛡️
100% money-back guarantee. If you're not happy with the value you're getting, you won't be charged — no questions asked.
DB
Dominic Brasoveanu
Founder & CEO · Roca.Work
What Clients Say
Real results. Real companies.
★★★★★
"We started noticing a decrease in CSAT and struggled to identify trends. I partnered with Roca.Work for a 3rd party analysis. Within 24 hours, Roca.Work provided a comprehensive analysis with actionable next steps — process improvements, agent behavioral changes, and topics for focus with our contact center."
Sarah Rosenzweig
CX Manager · CoinTracker
★★★★★
"You created a brand new product for us. The whole CX setup was transformed — and now I'm just sipping on my champagne. What Roca.Work delivered went beyond what I thought was possible inside our timeline."
MK
Mirek Kokes
CSM · Phrase AI
Free Download
The CX Strategy SOP
every support team needs.
Stop guessing. This is the exact framework we use with every client — now available as a free, actionable SOP you can start using today.
✓
Clarity on where to focus your CX efforts first
✓
Save time — stop reinventing the wheel every quarter
✓
Increase CSAT with a structured, repeatable approach
✓
Make customers come back — by design, not by luck
✓
Get recognition from management with measurable results
✓
Built on 10,000+ hours of real CX platform experience
Get Your Free CX SOP
Delivered instantly to your inbox.
📋
CX Strategy SOP — Zendesk, Freshdesk & Pipedrive
For Business Owners, CSMs & CX Managers · PDF · Free
🔒 No spam, ever. We'll also send you occasional CX tips you can act on immediately. Unsubscribe any time.
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Your CX deserves to work for you
Stop leaving value on the table. Book a free session and let us show you exactly what your platform is capable of — and what it's currently costing you not to fix it.
