B1G2 Technologies reduces operational costs by 50% with Zoho Desk

Key results:

• Operational costsReduced by 50%
• Ticket acknowledgement< 2 hours
• Standard issue resolution2-3 days
• Ticket closure rate98%

Overview

B1G2 Technologies International Inc. needed a high-performing platform that could scale alongside them. They chose Zoho Desk for its advanced capabilities when compared to their legacy system.

The company

B1G2 Technologies International Inc. is a prominent cybersecurity and digital solutions provider headquartered in Quezon City, Republic of the Philippines, best known as the exclusive distributor of ESET security products in the country. Since its establishment in 2016, the company has specialized in delivering multi-layered protection for individuals, SMEs, and large enterprises, offering a suite of services that includes endpoint security, data encryption, and cloud-based threat defense.

Beyond software distribution, B1G2 provides expert technical services such as Vulnerability Assessment and Penetration Testing (VAPT) and Managed Detection and Response (MDR) to help organizations strengthen their digital infrastructure against evolving cyber threats like ransomware and phishing.

The challenge

Before adopting Zoho Desk, B1G2 Technologies relied on an internally developed ticketing website created by its CTO. While functional for ticket tracking, the system lacked integrated email capabilities. As a result, the team depended heavily on Outlook and Microsoft 365 for communication, creating inefficiencies and fragmented workflows.

Receiving customer feedback is crucial for a cybersecurity company like B1G2, as it helps enhance product features and shape roadmaps to deliver stronger security outcomes. However, their previous system lacked automation, reporting capabilities, and a structured mechanism for collecting feedback. Additionally, the inability to customize feedback forms made it even more difficult to gather and analyze customer satisfaction data effectively. As B1G2 expanded its global client base, the limitations of this setup became increasingly difficult to work around, and scaling support operations under these constraints was simply not sustainable.

The solution

After evaluating Zoho Desk and completing product training and validation with Devtac, a Zoho's Premium Partner based in the Philippines, B1G2 Technologies, the cybersecurity and productivity solutions distribution company, decided to proceed.

The migration took approximately one month and was smooth throughout. Rather than attempting to migrate historical data from the legacy system, the team made a deliberate decision to start fresh, collecting new logs and client communications directly within Zoho Desk while gradually phasing out the old platform as customers submitted new tickets.

Zoho Desk's user-friendly interface allowed both technical and non-technical staff to adapt quickly. Within the first week, the team had configured templates, email signatures, and the knowledge base. By the end of the month, the platform was fully operational.

Key features adopted during implementation included email integration, reporting dashboards, private internal comments for team collaboration, a customer-facing knowledge base, built-in customer happiness rating surveys, and customized ticket forms.

Unified ticketing and email integration

B1G2 team's biggest day-to-day frustration was managing customer communication across two separate systems: a ticketing site and Outlook. With email natively integrated into Zoho Desk, that split was eliminated. Agents can now handle every interaction from a single platform, reducing context-switching and ensuring no communication gets lost outside the ticketing system.

Customized ticket forms

Faster resolution is highly critical in the cybersecurity solutions provider industry because threats evolve in real time, and delays can significantly increase risk and impact. With Zoho Desk, B1G2 eliminated this risk for its customers. Ticket forms were configured to capture the information agents actually need—product details, company name, and issue description—right at the point of submission to resolve the issues of their customers effectively. This workflow replaced the generic intake of the legacy system and cut the back-and-forth that previously delayed resolution. Agents can now begin working on an issue from the moment a ticket arrives without needing to chase down basic details first.

Private internal commenting feature

Help center and knowledge base

B1G2 has built a help center and populated it with support articles, troubleshooting guides, and product instructions organized into three categories. Customers can search for answers and resolve common issues on their own before ever submitting a ticket with a self-service layer that reduces inbound volume and frees agents to focus on cases that genuinely need their attention. Their help center has three categories: ESET Endpoint encryption, ESET Home edition, and General.

The customers can also submit tickets directly within the help center portal. There is no need to switch to email or locate a separate form; the path from self-service to agent-assisted support is a single step.

Customer happiness rating surveys

Zoho Desk's built-in customer happiness rating survey introduced a structured, measurable approach to satisfaction tracking that the previous system could not support. Surveys are sent automatically at ticket closure, and the data feeds directly into the reporting dashboard, giving the team a consistent, ongoing signal on service quality that can inform both operations and marketing.

Reporting dashboards

Custom dashboards replaced the basic ticket counts that previously passed for performance reporting. The team at B1G2 now tracks ticket activity, agent performance, response times, and resolution progress in real time. Management has a complete operational picture at a glance and the visibility needed to catch issues before they become patterns. In parallel, B1G2 is also leveraging complementary tools to support specific operational and performance monitoring needs, ensuring comprehensive visibility while continuing to build on the capabilities of Zoho Desk.

Benefits and ROI

Faster, more consistent response times: With email integrated directly into the platform and structured ticket workflows in place, the team now acknowledges tickets within two hours. Standard issues are resolved within two to three days. Complex monitoring cases may take longer, but they're now tracked and visible within the same system, not lost in an email thread. The team is currently maintaining a 98% ticket closure rate, which is significantly higher than with their previous system. The support team's response and resolution times are also aligned with B1G2's defined SLA targets.

Structured customer satisfaction measurement: The built-in happiness rating survey gave B1G2 its first structured mechanism for measuring client satisfaction. Currently, approximately 20% of closed tickets receive a survey response each quarter, with positive ratings among respondents. While B1G2 technologies is working to increase participation rates, the existing data already underscores its capability to deliver high-quality customer experiences while also using the actionable insights for both service improvement and marketing initiatives.

Improved internal collaboration: Private internal commenting has changed how the team works on complex cases. Agents can now discuss issues, share context, and align on responses within the ticket itself—without that conversation being visible to the customer. This has reduced miscommunication and improved the consistency of the support experience delivered.

Reduced Outlook dependency and simplified workflows: The reliance on Outlook and Microsoft 365 as the primary communication layer has been substantially reduced. Agents now work from a single platform rather than switching between tools, which has simplified day-to-day workflows and reduced the risk of communication being lost or siloed outside the ticketing system.