Client Snapchost
| Industry Financial Technology / Payments | Founded 1996 | Countries Served 10 APAC Markets |
| Payment Processed $3B+ Across APAC | Parent Company Xplor Technologies | Platform Zendesk |
About the Customer
Ezypay: APAC’s Recurring Payments Leader
Ezypay is a subscription and recurring direct debit payments fintech, founded in 1996. Operating across 10 APAC markets, including Australia, New Zealand, Singapore, Malaysia, and six additional Asia-Pacific countries, the company has processed over $3 billion in payments for industries such as health and fitness, education, and real estate.
In late 2025, Ezypay was acquired by Xplor Technologies, expanding its reach as a payment infrastructure provider for SaaS platforms across Asia-Pacific. Their Zendesk environment serves a complex, multi-team operation: merchant and customer support, application support, finance, and operations all running within a single platform.
The Challenge
Flying Blind on Support Performance
Ezypay’s support operation had grown organically, but without the structure needed to serve a diverse, multi-country merchant base at scale. There was no consistent SLA framework and fragmented reporting across teams.
Key workflows, including partner onboarding communications, escalation paths, and cross-team collaboration, were either manual or missing entirely. The team had no reliable way to measure support quality, compare performance across merchant and customer segments, or demonstrate value to the business.
“Before working with Gravity CX, we were flying blind on support performance. Now we have real-time dashboards for our merchants and customers, our automations are actually working, and we finally have structured data to act on. The impact has been significant and has provided us with valuable insights.”
— Chris James, Head of Customer Operations · Ezypay
What Gravity CX delivered
A Fully Restructured Zendesk Environment
SLA Framework & Compliance
Gravity CX designed and implemented a complete SLA framework covering both merchant and customer support tiers, with business-hour calculations validated and documented across all segments. Prior to this, the SLA structure was broken.
Advanced Reporting Suite
A full set of custom dashboards in Zendesk Explore: a Merchant Dashboard, Customer Dashboard, combined Analytics Dashboard, and channel reporting that breaks down ticket volume by source. Leadership can now see exactly how support is performing across every segment in real time.
Automations & Workflow Overhaul
Gravity CX rebuilt Ezypay’s automation layer from the ground up, adding channel notifications, partner payment workflows, and member escalation paths. All key workflows now run reliably without manual intervention.
Organisations & Segmentation
Gravity CX restructured Ezypay’s organisational data in Zendesk to accurately reflect their merchant and partner segments. This unlocked granular merchant-level reporting and made routing and visibility far more precise, enabling Ezypay to make business decisions that drive customer satisfaction and increase revenue.
Branded Help Centre
Ezypay’s Help Centre got a full visual refresh, built out in Zendesk with custom branding, colours, and imagery to match the Ezypay product. The result is a polished, on-brand self-service experience that makes it easy for customers to find help fast.
Ongoing ZaaS Partnership
Rather than a one-off engagement, Gravity CX operates as Ezypay’s Zendesk Admin-as-a-Service (ZaaS) partner, providing continuous optimisation, configuration management, and strategic guidance as the business scales.
The results
Consistent, Measurable SLA Performance Across Every Segment
Since Gravity CX implemented the SLA framework in September 2025, Ezypay has maintained sustained compliance across both customer and merchant segments:
At a glance
+93%+
Customer · First Response Time
SLA compliance since Sept 2025
99%+
Customer · Resolution Time
SLA compliance since Sept 2025
90%+
Merchant · First Response Time
SLA compliance since Sept 2025
98%+
Merchant · Resolution Time
SLA compliance since Sept 2025
Beyond SLA performance, the engagement has delivered:
- Real-time reporting dashboards across merchant and customer segments
- Fully rebuilt automation layer operating reliably across all key workflows
- Clean organisation structure enabling accurate merchant-level reporting
- A unified, optimised support environment across email and knowledge base
In their own words
“Before working with Gravity CX, we weren’t sure where to start and were largely going through the motions in our support operation. Since then, we’ve rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are now structured and efficient, giving our team the tools and clarity they need to better support our merchants and customers. We also now have clear visibility and a roadmap for what to tackle next the impact has been significant.”
— Chris James, Head of Customer Operations · Ezypay
