Overview
Tech2Go Strategic IT Solutions faced challenges managing high volumes of customer requests and communications. Unmanaged communication threads, incomplete documentation, and recurring issues with client requests hindered operational efficiency.
With the implementation of Zoho Desk, supported by Devtac, Tech2Go was able to centralize service requests, track previous interactions, and organize problem-resolution data. This streamlined approach improved first response times and provided a structured system for managing IT service operations.
Key Takeaways:
- Centralized ticket management to reduce unmanaged communication threads
- Accurate tracking and documentation of recurring client issues
- Improved first response time by 20%
- Streamlined Gmail and Messenger integrations for more precise ticket handling
Executive Summary
Tech2Go (T2G) is an Internet Service Provider and IT solutions company, serving medium-to-large enterprises in the B2B sector. Licensed by the National Telecommunications Commission (NTC) as a Value-Added Service (VAS) provider, Tech2Go offers fully-managed WAN services, broadband connectivity, network security, cloud solutions, and centralized branch applications.
Their focus on efficient communication and high-quality IT services requires robust tools to manage and document client interactions. Implementing Zoho Desk was a strategic move to improve operational workflows, streamline ticketing, and maintain high standards of customer service.
Problem Statement and Key Challenges
Tech2Go experienced multiple operational inefficiencies, including:
- Unmanaged communication threads, leading to confusion and delays
- Lack of analytics on recurring client issues
- Incomplete documentation of problem resolutions
- Gmail integration with Zoho Desk causing every email to automatically generate a ticket, regardless of importance
- Messenger/Facebook integration reopening resolved tickets when a client messaged again on a different day
- Distorted ticket counts due to repeated reopening of tickets from the same client
Addressing these challenges was essential to streamline communication processes and improve overall IT operational efficiency.
Evaluation of the Problem
Devtac analyzed Tech2Go’s communication workflows and identified critical gaps in ticket management. The evaluation highlighted inefficiencies caused by automated ticket generation and the lack of a structured system for tracking and documenting recurring issues. Devtac recommended implementing a centralized service platform with customized integrations to resolve these challenges.
Proposed Solution
Devtac implemented Zoho Desk for Tech2Go, creating a centralized system to:
- Track and record all customer communications
- Properly document problem resolutions
- Customize Gmail and Messenger/Facebook integrations to prevent unnecessary ticket creation or reopening
- Streamline workflow for IT service requests
This solution enhanced efficiency, reduced errors, and provided visibility into recurring client issues.
Implementation
The implementation included configuring Zoho Desk to centralize ticket management, setting up integrations with Gmail and Messenger/Facebook, and organizing workflows to prevent duplicate or irrelevant ticket generation. Devtac provided technical support throughout the process, ensuring the system was optimized for operational needs.
This collaboration allowed Tech2Go to adopt Zoho Desk effectively while minimizing disruption to daily IT operations.
Results
The collaboration between Tech2Go and Devtac yielded significant operational improvements:
- 20% improvement in first response time
- Centralized ticketing reduced unmanaged communication threads
- Accurate documentation and tracking of recurring client issues
- Gmail and Messenger integrations now operate without creating unnecessary or duplicate tickets
- Overall efficiency and service quality improved
“I would rate Devtac’s performance a 4.2 out of 5.” – Engr. Renato Almario, Jr. ECE, NOC Manager
