Overview
Motorcentral, a major motorcycle dealer in the Philippines, struggled with limitations in its previous customer support system. Issues included uneven ticket distribution and strict messaging restrictions that slowed down response times. With Zoho Desk, Motorcentral was able to automate ticket assignment, improve communication flexibility, and streamline customer support operations.
Key takeaways include improved workload balance, faster resolution times, and enhanced customer experience.
Executive Summary
Motorcentral Group of Companies, established in 2002, operates across 84+ branches in CALABARZON, MIMAROPA, Northern Luzon, and Mindanao. As a leading dealer of brands like Honda, Kawasaki, Suzuki, and Yamaha, the company provides sales, spare parts, and after-sales service to a large B2C customer base.
Motorcentral’s steady growth highlighted the need for a more efficient support system capable of managing high ticket volumes and ensuring timely responses. Their existing platform lacked crucial automation features and had restrictive communication limitations, affecting both agents and customer satisfaction.
Problem Statement and Key Challenges
Motorcentral experienced several operational inefficiencies due to constraints within its previous customer support platform:
Key Challenges
- No automated ticket assignment, leading to uneven workload among agents.
- A strict 24-hour messaging window, preventing agents from responding to customers after the time limit passed.
- Slowed resolution times and reduced responsiveness, affecting customer satisfaction.
These challenges hindered operational flow and prevented the team from delivering timely, consistent support.
Evaluation of the Problem
The company needed a customer support platform that could automate internal processes, allow flexible communication, and support high-volume ticket management. After assessing Motorcentral’s requirements, the identified gaps centered on workload distribution, communication restrictions, and overall ticket handling efficiency.
Proposed Solution
Zoho Desk was proposed as the ideal platform to address Motorcentral’s needs. Key features that solved the challenges include:
- Automated ticket assignment to evenly distribute customer inquiries among available agents.
- Flexible messaging capabilities without the restrictive 24-hour reply window.
- A streamlined ticketing system allowing faster, more organized handling of customer issues.
These features created a more dynamic and responsive support structure tailored to Motorcentral’s operational demands.
Implementation
The implementation involved configuring Zoho Desk to support automation, designing the ticket assignment logic, and setting up improved messaging workflows. The transition replaced the restrictive features of the old platform with a more flexible, agent-friendly system. Motorcentral’s team was guided through setup, configuration, and optimization to ensure seamless adoption.
Results
Motorcentral achieved significant improvements after adopting Zoho Desk:
- Faster response and resolution times
- More balanced agent workload due to automation
- Higher customer satisfaction from improved communication flow
- More efficient internal operations and smoother ticket management
Zoho Desk ultimately enabled Motorcentral to deliver more reliable and responsive customer service.
