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IPSL

How IPSL used Zoho CRM and Desk to resolve and generate reports on issues raised andonboarding new clients.

THE CLIENT

Previously, the organization encountered difficulties in generating comprehensive reports andfostering collaboration across social platforms.Harnessing Zoho Desk has been pivotal in facilitating a fluid communication channel,establishing a discernible trail of requests, particularly from major clients such as banks.Key Takeaway:Optimization of Zoho CRM and Desk to be able to maximize service delivery to their clientsand keep track of their contacts.

CLIENT TESTIMONIAL

PROBLEM STATEMENT

The key challenges they had with their previous system was: Report Generation: They were not able to generate data or have an overview of theirperformance as a business in terms of turnaround times. Collaboration: Their system had no option of connecting within their social media accounts,hence, a communication breakdown leading to complaints and customer dissatisfaction.o Integration of Apps: The ability of the system to be in unison and have the same outputdepending on what their clients needed was an important factor.By not having a system in place, the company made a loss of 20% in the financial year 2021-2022 hence opting for Zoho.“We were unable to have conversation with banks, leaving us with no trail for follow ups.”

PROPOSED SOLUTION(s)

Zoho Desk: Ticketing; Through tickets, issues would be organized based on time due and priority. The agents, able to resolve them (issues) efficiently and effectively.

Socials: Through IM, all messages from the connected social media accounts are channeled on one dashboard.

Reports and analytics: Built in dashboards, would help them get detailed reports to track andimprove their services, whilst, tracking their team’s performance.The company has been able to increase its profitability by 10% since the implementation of Zoho by solving customer problems.

Zoho CRM;Lead Management: through leads, they would be able to track where their clients came fromand who generated the lead . Transparency: through the accounts’ module, they are able to have an overview of all thecontact persons for different accounts. Document Management: clients needed to fill and provide documents during the onboardingprocess through the documents module, internal staff can retrieve the documents with ease.

IMPLEMENTATION

Implementation of Zoho CRM and Desk, has taken 6 months.Bottlenecks: Adaptability of the system by the users, posed as a challenge hence often trainingshappened during deployment of systems.Unique challenges with different platforms, required our resources to reach out to Zoho with preferredsolutions.Customization of Zoho CRM and Desk to the client's preference through integration with their currentsystem.With IPSL opting for Zoho, it has brought forth a 45% increase in solving customer queries.

RESULTS: BENEFITS & ROI

The ability of Zoho CRM and Desk to be accessible from anywhere whether remote or onsite,makes it a convenient choice to IPSL.“Zoho has simplified my work especially the ease of collecting documents from clients, it is a onestop shop
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