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.
GentiumTech.net was struggling with a disjointed support system that led to operational inefficiencies:
Fragmented communication across departments
Delays in ticket resolution due to unoptimized workflows
Lack of standardized Service Level Agreements (SLAs)
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.
To address these pain points, we deployed Zoho One and tailored Zoho Desk to align with GentiumTech.net’s specific departmental needs:
Provisioned Zoho One across the company
Enabled key applications: Zoho Desk, CRM, Projects, and People
Implemented single sign-on (SSO) and unified user management for secure and seamless access
Created multiple departments: Technical Support, Sales & Pre-Sales, Project Management, Billing
Customized ticket forms, workflows, and categories per department
Set up unique email aliases and automated ticket routing
Defined SLAs tailored to each department’s priorities
Automated escalation alerts to department heads
Created performance dashboards to track SLA compliance
35% Reduction in Ticket Resolution Time in the first month
100% SLA Compliance achieved within 30 days post-launch
Improved Internal Collaboration with department-specific automation
Enhanced Customer Satisfaction through faster and more reliable support
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