Scaling Success: Why Lucca chooses Zoom to support its growth and unify its collaboration tools

Lucca offers a comprehensive software suite designed to streamline HR management, business expenses, and employee benefits. Supporting over 8,000 SMBs and mid-sized companies, Lucca has experienced hyper-growth in the last five years, quadrupling its workforce from 200 to over 800 employees.

With teams spreading across France, Spain, Germany, and Switzerland, and a new flagship office opening in Nantes, the company faced a critical hurdle: maintaining a cohesive culture and efficient operations while scaling.

Lucca initially adopted Zoom Meetings in 2020 for customer demonstrations, favoring its screen sharing quality over competitors. However, as the company expanded, its needs also grew. They required a solution that could move beyond simple video conferencing to handle hybrid workspaces, complex customer support telephony, and asynchronous collaboration—without burdening IT with a disjointed stack of tools.

As remote work became standard, Lucca needed to balance equity between in-office and remote employees. Today, Lucca’s employees use Zoom Workplace and have access to Zoom Rooms. Under this model, the IT team has deployed 70 hybrid-ready meeting spaces across their various sites. These range from small "huddle" rooms for quick laptop connections to advanced spaces in the Nantes offices featuring dual cameras and large screens. Crucially, this licensing structure enables Lucca to open new offices or relocate sites without having to navigate complex new contracts each time.

Beyond standard meetings, Zoom has become the central nervous system for Lucca’s daily collaboration. Teams now launch instant meetings directly from Slack, and the IT team utilizes remote control features for seamless internal support.

To further standardize knowledge sharing, the team adopted Zoom Clips. Previously, consultants and support staff struggled with different recording tools depending on whether they used Windows or Mac. With Clips, they now have a unified tool to record quick product demos, explain ticket resolutions, or share updates asynchronously. The user-friendly solution enables customer-facing employees to create quick videos, allowing them to annotate and share high-fidelity video explanations without the need for a live meeting.

The most significant operational shift occurred in the support department. Lucca needed to replace an aging switchboard with a robust telephony solution for its 200 consultants. They chose Zoom Phone, assigning each consultant a dedicated line for client implementation and support.

Lucca took this a step further by integrating Zoom Phone directly with Salesforce. This integration enables consultants to view client data the moment the phone rings, significantly enhancing the support experience.

Teams can now access call routing, wait-time management, and automatic ticket creation directly within their CRM. The migration was seamless, with no impact on operations or support quality, helping to maintain high customer satisfaction during the transition.

To support its expansion into Switzerland, Germany, and Spain, Lucca relies on Zoom Webinars for product communications. Hosting monthly sessions for hundreds of participants, the team leverages built-in translation and transcription features to bridge language barriers.

These webinars play a strategic role in Lucca’s growth, offering a consistent international channel to present product updates and strengthen feature adoption. After testing several market alternatives, the product teams standardized on Zoom Webinars for its reliability and ease of use.

By consolidating video, telephony, events, and asynchronous video onto a single platform, Lucca has achieved:

• Improved Operational Efficiency: A single platform for IT to manage, reducing the risk of errors and limiting tool sprawl.
• Seamless Hybrid Work: A consistent experience for employees, whether they are at home, in the Nantes HQ, or in a satellite office.
• Enhanced CX: A modernized support system fully integrated into their Salesforce CRM.

Looking ahead, Lucca is exploring Zoom AI Companion to automate routine tasks and Zoom Contact Center to further enhance their customer experience, so that their technology can scale as quickly as their ambitions.