“With Devtac as Zoho’s local support, our concerns are faster to resolve than when we directly dealt with Zoho, where our support is based in Australia.”
-Oliver Vergara, Sr. Technical Director, AMA University Online Education
Challenges
AMA University Online Education faced significant challenges with their Zoho Technical Support system, which necessitated a change due to persistent technical glitches. These issues directly impacted the performance incentives of the Online Education support team, which are measured through Resolutions and Happiness Ratings. Due to a malfunction in the Customer Satisfaction (CSAT) system, the support team was unable to receive their deserved incentives for nearly a month. This situation not only hindered operational efficiency but also potentially affected employee morale and customer satisfaction, highlighting the critical need for a reliable technical support framework.
Solution
To address these challenges, AMA University Online Education adopted Zoho Desk, a reliable platform that met their specific requirements for supporting students effectively. Zoho Desk impressed the team with its stability and comprehensive feature set, which allowed for better handling of student concerns and seamless resolution tracking. Moving forward, the university plans to maximize the use of Zoho Desk’s ticketing system to enhance operational efficiency. Additionally, they intend to explore the full range of features included in their subscription to further improve support processes and elevate customer satisfaction levels.
Outcome
Since implementing the Zoho system, AMA University Online Education has experienced a significant positive impact on their operations. The platform has enabled a faster and more systematic approach to addressing student concerns, resulting in substantial improvements in service efficiency. Specifically, the university has achieved a 90% resolution rate based on the approved Service Level Agreement (SLA), and happiness ratings have increased by 20%. These quantitative improvements highlight the effectiveness of Zoho Desk in enhancing both operational performance and customer satisfaction.
