“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
Challenges
Before implementing Zoho Desk, MedEthix relied on a custom-built ticketing solution developed in AppSheet by one of their internal IT personnel. While the in-house tool was helpful in logging basic IT concerns, it lacked key features that were critical to scaling and improving their service delivery, such as:
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- Lack of analytics and reporting: The team had no visibility into response or resolution times, making it difficult to monitor team performance and identify bottlenecks.
- No notification system: Users and agents were not automatically notified of updates or ticket closures, leading to missed follow-ups and communication gaps.
- Limited usability: The system wasn’t easily accessible for all employees and lacked user-friendly interfaces, especially for non-technical departments.
- Department scalability: The system was designed solely for IT and could not support other departments that were beginning to express interest in a similar solution.
Additionally, MedEthix evaluated several popular third-party platforms, including Zendesk and ServiceNow, but found them either cost-prohibitive or too complex for their organization’s immediate needs. With a limited budget and the need for a scalable, easy-to-use, and affordable system, they began exploring alternatives—leading them to Zoho Desk.
Solution
MedEthix chose Zoho Desk as their ticketing platform after a year-long evaluation. The decision was heavily influenced by a recommendation from the company’s leadership, who had positive experiences using Zoho in another setting. The IT team at MedEthix appreciated Zoho Desk’s simplicity, scalability, and value for money.
Working closely with Devtac, a Zoho Premium Partner, the MedEthix IT team rolled out Zoho Desk in a structured and strategic manner. Implementation took only about a month, thanks to the team’s familiarity with IT service processes. Devtac played a key role in onboarding and continuous support—even in a fully remote setup—helping the team configure Zoho Desk to their unique requirements.
Key features implemented included:
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- SLA policies with escalation rules: Tickets are categorized by priority (Critical, Medium, Low) with corresponding response time targets (e.g., critical tickets must be responded to within an hour).
- Custom ticket forms and layouts: The team created customized forms with predefined categories for service requests, such as troubleshooting, equipment setup, or network installation.
- Round-robin ticket assignment: With only three support agents, tickets are auto-assigned based on availability to ensure even distribution and quick resolution.
- Web-based ticket submission: Employees submit tickets through a dedicated Zoho Desk portal, eliminating the need for emails and ensuring all requests are logged properly.
- Customer satisfaction surveys (CSAT): Post-resolution surveys are sent to internal users to gather feedback and track support performance.
- Analytics dashboard: Enables real-time tracking of ticket volume, resolution times, and customer satisfaction metrics.
While the system currently supports only internal IT-related concerns, other departments at MedEthix have begun exploring Zoho Desk for their needs—particularly the knowledge base and Help Center features.
Outcome
The adoption of Zoho Desk transformed MedEthix’s internal support operations. With a centralized and structured ticketing system in place, the IT team experienced immediate improvements in service management and performance tracking.
Key results include:
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- Significant increase in support visibility and ticket volume: From just 5–7 tickets per day using the old system, the IT team now manages an average of 120–130 tickets per month, thanks to improved accessibility and system efficiency.
- Improved customer satisfaction: With CSAT surveys built into the workflow, 90% of internal users reported satisfaction with the support provided.
- Faster onboarding and minimal training: The team’s prior knowledge of IT ticketing helped them quickly adapt to Zoho Desk. Most of the learning curve involved familiarizing themselves with the interface, not the processes.
- Scalable use across departments: Other units are now actively exploring how to use Zoho Desk for their own service requests, including plans to implement the knowledge base and integrate social media channels for corporate communication.
- Future plans for CRM and automation: While MedEthix is not yet using CRM or AI-powered features within Zoho Desk, these are now part of their roadmap, along with the adoption of the mobile app and integration with other Zoho tools like Project Management.
