“The support and communication from Devtac made them stand out.”
-Christopher Pano, Service Delivery Manager, AMTI
Challenges
AMTI encountered several challenges in implementing the client rating system. Some clients were not allowing the integration of links related to client rating or feedback, making it difficult to collect their valuable input. Additionally, the admin was also responsible for programming tasks, which could lead to potential conflicts and reduced efficiency in managing the client rating system.
These challenges impacted the company’s operation, growth, and customer satisfaction in the following ways. The inability to collect ratings from certain clients due to link restrictions limited the company’s ability to gain comprehensive feedback and improve its services. The admin’s dual role as both admin and programmer could lead to overwork and potential delays in addressing client issues or system updates. With a single individual managing both administrative and programming tasks, there was a risk of delays in resolving client support issues or implementing system improvements.
Solution
AMTI had been searching for a solution to this problem for four years. They found Zoho through a referral and were most attracted to its customizable features. They also found Devtac, Zoho’s Premium Partner, through a referral. Devtac proposed the use of Zoho Desk, a cloud-based suite of incident management and omni-channel commerce software, to the company. With Devtac’s assistance, the company was able to overcome the challenges they had faced in collecting client feedback and establish a robust system for gathering valuable insights. The implementation of Zoho Desk, coupled with Devtac’s expertise, enabled the company to enhance customer satisfaction and gain a competitive edge in their industry.
Outcome
Zoho Desk’s customizable features allowed the company to create a feedback system that met their specific needs. As a result, they were able to collect more comprehensive and actionable feedback from their clients.
