Customer spotlight—Mitrefinch achieves higher customer satisfaction using Zoho Analytics

Mitrefinch is a global provider of workforce management solutions for organizations that need to monitor and manage their workforce while controlling labor costs. The company provides intelligent employee management solutions to over 4,500 medium-to-large organizations, in both the public and private sectors.

Mitrefinch and Zoho Analytics

Mitrefinch had complex sets of data generated from their global customer support functions. Analyzing it was a big challenge. Their initial BI tool, Microsoft Excel, couldn’t handle such a complex task.

They even tried Microsoft Power BI, but weren’t convinced, as their requirement was to find a solution that integrates and blends massive amounts of data, not just from Zoho Desk, their support solution, but also from in-house databases and Salesforce. Power BI did not meet these needs.

Mitrefinch wanted a BI solution that could integrate and blend data from multiple sources, and analyze and create insightful reports with secured sharing.

“With Zoho Analytics, Mitrefinch’s customer satisfaction scores grew to 100% from 80%, and our first call resolution time decreased from 20 hours to just 7 hours.”
– James Bell, Cx Director, Mitrefinch

With Zoho Analytics, Mitrefinch is now able to blend and analyze data from Zoho Desk, Salesforce, and their in-house databases. As a result they were able to identify gaps in customer experience and start focusing on them in earnest.

Key benefits for Mitrefinch:

  • Customer satisfaction scores increased to 100% from 80%
  • First call resolution decreased from 20 hours to 7 hours
  • 100% transparency in support metrics
  • Powerful analytics platform to analyze all customer information and derive insights in a moment’s notice

Read the full case study, where Mitrefinch shares how they improved their customer satisfaction levels with Zoho Analytics.


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