Client Overview
GentiumTech is a dynamic IT solutions and consulting company focused on delivering tailored technology services to its clients. As the organization scaled, it experienced increasing volumes of client support interactions spanning multiple departments, each with unique requirements.
Challenge
GentiumTech.net was struggling with a disjointed support system that led to operational inefficiencies:
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Fragmented communication across departments
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Delays in ticket resolution due to unoptimized workflows
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Lack of standardized Service Level Agreements (SLAs)
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Inability to monitor and analyze support performance effectively
The team needed a scalable, centralized support platform to streamline internal collaboration and improve client service delivery.
Solution Implemented
To address these pain points, we deployed Zoho One and tailored Zoho Desk to align with GentiumTech.net’s specific departmental needs:
Zoho One Implementation
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Provisioned Zoho One across the company
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Enabled key applications: Zoho Desk, CRM, Projects, and People
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Implemented single sign-on (SSO) and unified user management for secure and seamless access
Zoho Desk Customization
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Created multiple departments: Technical Support, Sales & Pre-Sales, Project Management, Billing
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Customized ticket forms, workflows, and categories per department
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Set up unique email aliases and automated ticket routing
SLA & Escalation Configuration
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Defined SLAs tailored to each department’s priorities
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Automated escalation alerts to department heads
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Created performance dashboards to track SLA compliance
Results
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35% Reduction in Ticket Resolution Time in the first month
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100% SLA Compliance achieved within 30 days post-launch
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Improved Internal Collaboration with department-specific automation
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Enhanced Customer Satisfaction through faster and more reliable support