Company Overview
AMTI is a leading technology company in the Philippines that helps businesses transform their operations through a comprehensive range of technology solutions and services. By partnering with global technology leaders, the company delivers innovative and effective solutions tailored to specific business challenges. AMTI’s holistic approach ensures seamless integration with existing systems and processes, empowering organizations to thrive in today’s digital landscape.
Challenges
AMTI encountered multiple obstacles related to their client rating and feedback collection process:
- Some clients did not allow the integration of rating or feedback links, preventing the company from gathering important client insights.
- The admin handling the feedback system was also responsible for programming tasks, creating role conflicts and reducing operational efficiency.
- Limited feedback collection restricted AMTI’s ability to fully understand client concerns and improve services.
- Having one person manage both administrative and programming duties increased the chances of delays in issue resolution and system updates.
These challenges collectively affected AMTI’s operations, growth, and customer satisfaction efforts.
Solution
For four years, AMTI had been searching for a way to address these feedback collection issues. Through a referral, they discovered Zoho and were drawn to its customizability. They also found Devtac, a Zoho Premium Partner, through another referral.
Devtac proposed the use of Zoho Desk, a cloud-based incident management and omni-channel support solution. With Zoho Desk and Devtac’s assistance, AMTI was able to overcome the obstacles in feedback collection and establish a robust system tailored to their needs. This enabled the company to efficiently gather valuable insights from their clients.
Outcome
Zoho Desk’s customizable features allowed AMTI to create a feedback system perfectly aligned with their requirements. As a result, they were able to collect more complete and actionable client feedback, enhancing their ability to monitor satisfaction and continuously improve their service delivery.
How Devtac Helped
Devtac supported AMTI throughout the setup and implementation of Zoho Desk, helping the company overcome long-standing challenges in their feedback collection process and establish a strong, efficient, and customizable client rating system.
“The support and communication from Devtac made them stand out.” – Christopher Pano, Service Delivery Manager
