“Devtac was our local provider. They are the ones who try to understand what we are doing and customize our system. They are the ones who train our people on how to develop new workflow and modules in the system so we can proceed and expand the usage without incurring additional costs. Devtac took a pivotal role in making Zoho Desk actually usable and sustainable for us.”
-Earl Ferrer, FVP, Pioneer Life Inc.
Challenges
The primary objective of the company’s First Vice President for Digital Transformation was to find a solution that would allow them to track ongoing tickets and issues. Given the size of the company, it was essential to have a robust system in place that would enable their IT team to handle three critical functions. First, keep track of each ticket’s status and the personnel responsible for it. Second, sort the issues and identify recurring problems so that the team could address the root cause and develop better solutions. Lastly, maintain a record of system changes, which should be logged in the system for future reference, rather than being made by specific personnel without communicating the changes to the rest of the team. By implementing a proper tracking solution, the team would be able to work collaboratively and more effectively towards their goals.
Solution
Pioneer Insurance identified certain essential requirements for their tracking solution, which included the ability to log problems and change requests, convert them into projects, and sort them based on criticality or categories. Additionally, the solution needed to provide analytics that would help improve their processes. According to their FVP, while most desk systems offer these functions, what set Zoho apart was the implementation team’s expertise and the flexibility of their solution. Their FVP added that Devtac took a pivotal role in making Zoho Desk usable and sustainable for them by customizing the system based on their requirements and goals. On top of that, Devtac also trained Pioneer’s people in terms of developing new workflows and modules so they can expand their usage without having to incur additional expenses in the future. The company’s FVP gladly shared that the adoption of Zoho Desk was very smooth, as the implementation team was very familiar with the product and was able to complete the setup quickly.
Outcome
Zoho Desk has become an integral tool of Pioneer Insurance’s operations and has played a substantial role in enhancing the company’s business performance. In 2021, Pioneer Insurance recorded over 60,000 tickets on their Zoho Desk platform and managed to resolve about 75% of them on the same day. The solution’s analytical capabilities have enabled their operations team to detect prevalent problems, leading to a reduction in the number of tickets each month. The ability to analyze data has resulted in a decline in their ticket volume, allowing them to focus on addressing one-time issues rather than recurring ones.
