Key takeaways:
- Customer onboarding was condensed into one guided, end-to-end journey
- Flexible stages allowed teams to tailor onboarding without added complexity
- Internal collaboration moved out of inboxes and into a shared workspace
- A single source of truth made onboarding easier for both teams and customers
Zoopla is one of the UK’s leading property platforms, connecting millions of buyers, renters, and property professionals every month. With a broad product offering and a diverse customer base, Zoopla’s teams need onboarding and implementation journeys that are clear, flexible, and easy for customers to engage with - without adding operational complexity behind the scenes.
To streamline how customers are onboarded and engaged, Zoopla uses trumpet as a single, shared workspace to bring together content, collaboration, and customer journeys in one place.
The challenge: fragmented onboarding and scattered systems
Before trumpet, Zoopla’s onboarding process relied on multiple tools, logins, and handoffs. Important information lived in different systems, communication happened across inboxes, and customers had to piece together their journey themselves.
An Account Specialist at Zoopla described the challenge simply: onboarding was spread across too many places, making it harder for customers to move smoothly from one stage to the next .
Zoopla needed a way to:
- Condense onboarding into a single experience
- Guide customers through structured stages
- Reduce internal admin and external email back-and-forth
- Keep everything easy to use for both teams and customers
One simple journey, built around the customer
Using trumpet, Zoopla created a single onboarding journey that customers can access through one simple link.
Pods allowed the team to design journeys that mirror how customers actually onboard - with clear stages, relevant content surfaced at the right time, and later steps hidden until earlier ones are complete.
As one Zoopla Account Specialist put it:
“Being able to have a whole onboarding process in one place - and hide later processes until the customer completes earlier stages - has made onboarding much easier for our customers.”
Instead of juggling tools or sending long email threads, everything lives inside one shared workspace that both Zoopla and their customers can refer back to.
Flexible, customisable onboarding at scale
A key requirement for Zoopla was flexibility. Different customers have different journeys, and onboarding needed to adapt without creating manual work for the team.
Trumpet’s customisable structure made that possible.
According to the Zoopla Account Specialist, the ability to tailor onboarding flows to match each customer’s journey was one of the biggest benefits:
“The ability to customise according to the customer’s journey requirements has been huge for us.”
Zoopla can adjust content, stages, and supporting documents without rebuilding processes from scratch - allowing them to scale onboarding while still keeping it personal.
Better collaboration, without the inbox chaos
Communication was another pain point. External emails made it easy to lose context, slow down responses, and fragment conversations.
With trumpet, Zoopla moved collaboration directly into the Pod.
Internal teams can communicate and align without relying on long email threads, while customers always know where to go for updates, content, and next steps.
As the Account Specialist noted:
“The ability to have internal chat rather than having to send external emails has made a big difference.”
The result is fewer missed messages, faster responses, and a clearer experience for everyone involved.
Driving engagement and visibility across the journey
Beyond onboarding, trumpet also gave Zoopla better visibility into how customers engage with content.
A Head of Solutions at Zoopla highlighted how Pods enabled them to build engaging journeys and track interactions:
“The Pods have really allowed us to build out customer journeys for our clients and onboard our customers via one simple link.”
That visibility makes it easier to understand what customers are engaging with, when they’re active, and where additional support or follow-up is needed.
It also opened up new opportunities to introduce additional products and services at the right moments in the journey - without disrupting the customer experience.
The result: onboarding, simplified
By using trumpet as a single, connected workspace, Zoopla has transformed onboarding from a fragmented process into one clear, guided journey.
For Zoopla’s teams, that means:
- Less time managing tools and emails
- More control over how onboarding journeys are structured
- Clearer visibility into customer engagement
For customers, it means:
- One place to go
- One link to follow
- A smoother, more intuitive onboarding experience
Or, as the Head of Solutions summed it up:
“One simple journey and place to interact.”
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