Challenges
The company urgently needed a ticketing system with capabilities for effective financial and inventory management, as their current system lacked a defined SLA and relied on Excel for reports. With operations working on a large scale, the lack of a suitable ticketing system led to inefficiencies in day-to-day operations and caused disruptions. Hence, the company was deeply motivated to find a suitable solution.
Solution
Devtac proposed the use of Zoho Desk, a cloud-based suite of incident management and omni-channel commerce software, to the company. This software is capable of automating and creating workflows that assign tickets to the right person. Additionally, it brings transparency and enhanced collaboration within the company. The Devtac team worked on the database configuration until the system went live, ensuring that all of the company’s requirements were met.
Outcome
The retail company now utilizes a centralized ticketing system powered by Zoho Desk to efficiently manage their daily operations. Due to their satisfaction with the platform, the company eventually decided to upgrade from Zoho Desk to Zoho CRM Plus to accommodate both requirements for incident management and customer relationship management.
