01 · Capture
Rover at the counter
Two-metre placement on the counter. Power and wifi. Status LED visible to customers. Signage at every counter, approved before the device went live. No change to the counter workflow.
Customer story · Zeno Health
Zeno HealthLiveMumbai
How Zeno Health tuned in to its pharmacy floor.
Rover on the counters across Zeno’s Mumbai pharmacies, capturing thousands of customer conversations a week. Until then, the ops team had no good way to listen back to them.
Why they did it
The signal was happening every day. Then it disappeared.
Before Rover, the Zeno operations team ran on the signals every multi-site retail chain runs on. A weekly sales report. A quarterly mystery-shopper visit covering two or three counters out of ten. A complaint register. The store manager's WhatsApp summary at end of shift. An NPS score that nudged up or down by half a point and didn't say why.
The piece that was missing was the conversation itself: what customers actually asked at the counter, which questions repeated across stores, which pharmacist handled a price objection well and which one deflected. The signal was happening every day, in real time, in Hindi and Marathi and Hinglish mid-sentence, and then it disappeared the moment the customer walked out.
What's running now
Rover at every counter. Understood by Monday. Acted on by Tuesday.
Same product. Same dashboard. Three levels deep.
02 · Intelligence
Speaker labels + moment tagging
Every turn transcribed and tagged with a speaker identity (staff or customer) across the whole fleet. Moments tagged: missed upsells, unhandled stockouts, competitor mentions, unanswered questions.
03 · Action
Daily ops digest
Ops team walks the dashboard with their area managers. Top patterns become 90-second practice scenarios, built from the real exchanges at the real counters the previous week.
Week one · what surfaced
What the first week surfaced.
Every counter
Rover live across Zeno’s Mumbai floor, capturing conversation the ops team had no good way to listen back to before.
Every conversation
Real interactions at the counter: about medication, products, dosages, and competitor options.
Who said what
Every turn labelled with a speaker, a timestamp, and the language spoken.
Coachable moments
Exchanges where the right answer or follow-up would likely have moved a sale or deepened the relationship.
Three patterns came back consistently across the floor: a product category the floors could have stocked, a competitor name that came up everywhere, and a medical question type that no pharmacist on any counter felt confident answering. None of it had been on the training calendar. All of it was sitting in the conversations.
What's next
Pilot converting to commercial.
Zeno is our flagship reference account. The pilot is live on Zeno’s Mumbai floor; commercial terms are being agreed post-pilot. We're extending the moment taxonomy with the ops team and folding the patterns from week one into the coaching cadence.
Curious what this would look like on your fleet? Fifteen minutes with the founder. We walk the Zeno dashboard together, then sketch a pilot for one of your stores.