Prasad Pant, Chief Technical and Education Officer, ZDHC & Asawari Puranik, Senior Customer Support Manager, ZDHC
Driving sustainable change across the textile, leather, and footwear industries has always been at the heart of ZDHC. Now, that same spirit of innovation is shaping how we support the people who make it happen.
We’re moving beyond traditional support models and embracing a new era of self-empowerment, where information, learning, and collaboration are accessible instantly, helping users find answers, build expertise, and connect with peers in meaningful ways.
Until recently, most users reached out directly to our customer support team to navigate ZDHC platforms and tools. Today, we’re shifting that model — from reactive support to proactive enablement. In the past year, we have introduced new digital resources that make support faster, smarter, and more engaging.
According to Asawari Puranik, ZDHC’s Senior Customer Support Manager:
“Our goal is not just to resolve tickets, it’s to empower users. Since the introduction, Zeddy has answered 10 000 questions. By investing in tools like Zeddy and the Knowledge Base, we’re giving our stakeholders the ability to find answers immediately, learn continuously, and share insights with one another. That’s what true customer success looks like.”
This shift also enables the ZDHC team to focus on more complex and strategic support cases, ensuring users get expert guidance where it’s needed most.
For Prasad Pant, Chief Technical and Education Officer at ZDHC, the evolution of support is deeply linked to the organisation’s educational mission:
“Support, learning, and impact are intertwined. When people understand the ‘why’ behind our tools and data, they can drive meaningful change. This new support model, where technology, community, and education come together, helps our stakeholders to not just look for answers but to collaboratively find solutions.”
The future of ZDHC support isn’t just digital — it’s collaborative. Every article added to the Knowledge Base, every discussion in the Community Forum, and every interaction with Zeddy contributes to a stronger, smarter, more connected ZDHC ecosystem.
According to a ZDHC Signatory, Dr. Thiwanka De Fonseka, Chief Sustainability Officer, Komar
“The ZDHC Community Forum offers several valuable benefits for a brand, especially one like Komar that is actively working on chemical compliance, supply chain transparency, and 2030 sustainability targets.
Participating in the ZDHC Community Forum allows us to connect directly with peers, chemical experts, suppliers, and the ZDHC technical team, helping improve chemical management practices across the supply chain through the exchange of best practices. The forum offers early insights into emerging issues, whether related to MRSL updates, wastewater regulations, supplier challenges, or new ZDHC guidance, enabling us to anticipate risks before they become problems. This is especially important for reaching our internal goals of achieving 100% ZDHC-certified input chemistry and full wastewater compliance by 2030.
The forum acts as an open dialogue space where stakeholders, like Komar, can ask questions about implementation, share lessons learned, and see how others are addressing similar challenges. This peer-to-peer exchange minimises duplicated efforts and accelerates collective progress, especially crucial in a complex ecosystem like chemical management, where stakeholders often encounter issues with interpretation and consistency.
Participation in the community forum also enhances our credibility by demonstrating active involvement in a global initiative dedicated to safer chemistry and responsible manufacturing. It helps build internal knowledge, keeps sustainability teams up to date on best practices, and ensures brand strategies remain aligned with global standards.
Overall, the ZDHC Community Forum helps us stay informed, coordinate across the supply chain, solve technical problems together, and strengthen our leadership in chemical safety and environmental responsibility, directly supporting Komar’s 2030 sustainability strategy and long-term net-zero goals.
I believe we can boost effective engagement with various stakeholders, share more best practices, and work together closely to advance our chemical management commitments as the ZDHC Committed Community through this ZDHC Community Forum.”
Together, we’re building a space where knowledge drives action and action drives a cleaner, more responsible industry.
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