Proc360 cut their support team from 5 to 2, and freed their CEO from answering tickets

About Proc360 (CheckIt Inc)

Proc360 is a source-to-delivery procurement platform built by CheckIt Inc, a Nigerian technology company founded by Fara Popoola. The platform simplifies cross-border procurement for small and medium-sized businesses, with a particular focus on the China-to-Nigeria supply chain. Proc360 offers a digital wallet, verified supplier access, warehouse services, and end-to-end logistics tracking, helping African businesses import goods reliably without the traditional middlemen, fraud risks, and opaque pricing that plague cross-border trade.

The Challenge

4,721 SMEs. 2,000+ active businesses. 5 people in support, including the CEO. Proc360 was growing faster than their team could handle. Users kept asking the same questions despite a well-documented FAQ. WhatsApp Business App labels were growing and becoming a mess. And in Nigeria's trust-deficit market, you cannot just use unnatural automated responses and send a link to a help page. People need to feel heard before they trust your platform.

What They Did

Results

Support went from 5 people to 2 full-time. The CEO stopped firefighting tickets and went back to building the business. Response times dropped from hours to seconds. The AI did not just answer questions. It built trust through natural conversation, which is everything in a market where users need reassurance before they commit. Re-engagement broadcasts brought dormant businesses back to the platform.

• 4,721: SMEs engaged
• 2,000+: Active businesses
• 5 to 2: Support team optimized

“Your executive team should not be firefighting support tickets. AI handles the volume, your team handles the relationships, and the business grows.”