Overview
MedEthix Incorporated, a Philippine-based pharmaceutical company, sought to modernize its internal IT support operations to keep pace with its growing workforce and evolving service needs. After outgrowing a custom-built ticketing tool, the company partnered with Devtac to implement Zoho Desk—enabling better visibility, faster response times, and scalable support across departments. The result was a more structured, data-driven, and employee-friendly support experience.
Executive Summary
Founded in 2009, MedEthix Incorporated is a Philippine pharmaceutical company committed to making quality healthcare solutions more affordable and accessible to every Filipino. Anchored on a patient-centric philosophy, the company continuously looks for ways to improve operational efficiency while maintaining high standards in service delivery.
As the organization grew, MedEthix recognized the need for a more robust internal IT support system—one that could provide transparency, accountability, and scalability without sacrificing affordability. Moving to a cloud-based service desk became a critical step in supporting both their people and their mission.
Problem Statement and Key Challenges
Before adopting Zoho Desk, MedEthix relied on a custom-built ticketing solution developed internally using AppSheet. While functional for basic issue logging, the system lacked critical capabilities needed to improve service quality and scale operations.
Key challenges included:
- Lack of analytics and reporting: The IT team had no clear visibility into response times, resolution performance, or workload distribution, making it difficult to identify bottlenecks and improve service levels.
- No notification system: Users and support agents were not automatically notified of ticket updates or closures, leading to communication gaps and missed follow-ups.
- Limited usability: The system was not intuitive for non-technical users and was not easily accessible across the organization.
- Limited scalability: Designed solely for IT, the tool could not be extended to other departments that were beginning to request similar support systems.
MedEthix also evaluated established platforms such as Zendesk and ServiceNow, but found them either too expensive or overly complex for their immediate needs. With budget constraints and a clear requirement for simplicity and scalability, the company began searching for a better-fit solution.
“Devtac was very supportive when it came to providing us with the knowledge and support we needed. Even though we weren’t meeting face-to-face, there was always someone from their team who would reach out and assist us whenever we asked for help. The support has been consistent and very helpful throughout.” — Kristoferson Rodolfo, Assistant IT Manager
Evaluation of the Problem
Devtac worked closely with MedEthix to assess their existing IT support workflows, service volume, and future scalability requirements. The evaluation focused on identifying gaps in visibility, communication, and performance tracking that were limiting the IT team’s effectiveness.
Based on this assessment, Devtac recommended Zoho Desk as a cost-effective, scalable, and easy-to-adopt service desk platform that aligned well with MedEthix’s operational maturity and long-term digital roadmap.
Proposed Solution
MedEthix selected Zoho Desk after a year-long evaluation, influenced by leadership recommendations and positive prior experiences with Zoho products. The platform’s balance of functionality, affordability, and ease of use made it an ideal fit for the organization.
In partnership with Devtac, Zoho Desk was configured to support MedEthix’s internal IT service requirements through the following features:
- SLA policies with escalation rules: Tickets are prioritized as Critical, Medium, or Low, each with defined response time targets to ensure timely support.
- Custom ticket forms and layouts: Predefined categories for common service requests such as troubleshooting, equipment setup, and network installation.
- Round-robin ticket assignment: Automated distribution of tickets among three IT support agents based on availability.
- Web-based ticket submission: A centralized Zoho Desk portal replaced email-based requests, ensuring all concerns are logged and tracked.
- Customer Satisfaction (CSAT) surveys: Automated post-resolution surveys to gather feedback from internal users.
- Analytics and dashboards: Real-time visibility into ticket volume, resolution times, and satisfaction scores.
While initially implemented for IT support, Zoho Desk was designed with scalability in mind to support other departments in the future.
Implementation
The Zoho Desk implementation was completed in approximately one month, supported entirely through remote collaboration. Leveraging the MedEthix IT team’s familiarity with service desk processes, Devtac focused on system configuration, best practices, and user onboarding.
Despite the lack of face-to-face sessions, Devtac provided continuous guidance and hands-on support, ensuring the platform was aligned with MedEthix’s workflows and adopted smoothly across the organization.
Results
The transition to Zoho Desk delivered immediate and measurable improvements to MedEthix’s internal IT support operations.
- Improved Visibility and Ticket Volume
- From handling only 5–7 tickets per day using the old system, the IT team now manages an average of 120–130 tickets per month, driven by improved accessibility and centralized tracking.
- Higher Customer Satisfaction
- With CSAT surveys embedded into the workflow, 90% of internal users reported satisfaction with the IT support provided.
- Faster Adoption and Minimal Training
- Thanks to intuitive design and familiar processes, the IT team required minimal training, focusing primarily on interface navigation rather than process changes.
- Scalability for Future Growth
- Other departments are now exploring Zoho Desk for their own service needs, including plans to use the knowledge base, Help Center, and potential social media integrations. MedEthix is also considering future adoption of CRM, automation, mobile access, and integration with other Zoho tools.
Overall, Zoho Desk has enabled MedEthix to deliver consistent, transparent, and scalable internal support—strengthening operational efficiency and supporting the company’s long-term growth objectives.