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Pompa Program: Transforming Call Intelligence with ZRA
Pompa Program partnered with CTPros to transition from Gong to ZRA, creating a more structured approach to call classification, quality assurance, coaching, and CRM documentation while improving connectivity with HubSpot.
The Challenge
Pompa Program’s existing Gong workflow required significant manual effort to classify calls, document conversations, locate recordings, and connect activity with the correct customer records. Contact-matching issues caused approximately 30% of searches to fail, while a subjective 1-to-5 scoring model made consistent call evaluation difficult across employees, teams, and call types.
The Solution
CTPros helped Pompa Program implement ZRA around its actual workflows, introducing automated tagging, transcription, AI-generated summaries, custom playbooks, and a more structured point-based scoring model. The implementation also connected call intelligence with HubSpot while addressing CRM data quality, process decisions, and user adoption.
About Pompa Program
Pompa Program is a family-run health and wellness organization launched in 2020. Through its virtual program and team of health coaches, the company works with clients seeking guidance and support around their health and wellness goals.
A Manual Call Review Process Creates Operational Friction
Pompa Program’s existing Gong workflow required significant manual effort from both employees and managers. Calls had to be classified manually, post-call documentation required additional work, and the team had limited control over where notes were stored. Contact-matching issues also made it difficult to connect calls with the correct customer records, with approximately 30% of searches failing because of data mismatches.
Managers also relied on a subjective 1-to-5 scoring system when reviewing calls. While experienced managers could still identify coaching opportunities, the process made it difficult to apply consistent quality standards across employees, teams, and call types.
The result was a workflow that required too much manual organization, documentation, and effort to make call data useful across systems.
Building a More Structured Call Review Process
CTPros helped Pompa Program implement ZRA around its actual workflows rather than simply recreating the existing process in a new platform.
Automated tagging reduced the need to manually classify conversations, while transcription created searchable records of customer interactions. AI-generated summaries also reduced post-call documentation, and Pompa Program simplified its call structure into four primary categories to make evaluations more relevant to real workflows.
The team also moved from a manual 1-to-5 scoring system to an AI-supported, point-based model that could evaluate whether required topics were covered, expected call structures were followed, professional language was used, and important customer needs were addressed. This gave managers a more consistent starting point for coaching while still allowing room for human judgment.
CTPros also connected ZRA with HubSpot, helping notes, summaries, and recordings appear alongside CRM activity. As part of the implementation, duplicate contacts, incomplete records, and inconsistent phone-number formatting were addressed to improve reliability between the two systems.
More Consistency, Less Manual Work
Pompa Program’s implementation created more consistent call scoring, reduced manual classification, automated transcripts and summaries, improved CRM connectivity, and established a more structured coaching process.
Instead of spending as much time finding, categorizing, and summarizing calls, managers could focus more directly on performance patterns and coaching opportunities. Employees also had clearer standards for how calls were being evaluated, while the connection with HubSpot helped make call activity easier to access within the broader customer record.
CTPros helped configure ZRA around Pompa Program’s workflows, connect the platform with HubSpot, support data and process decisions, and guide employees through adoption.
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