Overview
Girl Guides of Canada (GGC) utilizes Zoho Desk to better serve parents and volunteers by enhancing the efficiency of their ticketing system.
The company
Girl Guides of Canada is a nonprofit organization with a rich history spanning over 100 years. It is dedicated to empowering girls and women to challenge themselves and seize new opportunities in a safe environment. The organization equips young girls with essential life skills, including financial literacy, leadership, strong mental health, global awareness, and outdoor adventure experiences. GGC provides an all-girls space, welcoming participants aged 5–17 to learn, grow, and discover their identities.
The challenge
Before adopting Zoho, Girl Guides of Canada was using Zendesk, but it was not widely utilized by many teams. At the time, the organization was decentralized across different provinces, and one of the regional offices was already using Zoho Desk. As the organization transitioned to a centralized national office, the company decided to adopt Zoho throughout the entire organization due to its ease of use and quick implementation. Many team members found Zoho much easier to use compared to their previous systems.
The solution
I have used Zendesk and Jira, but none of them are as interactive or as easy to use as Zoho, in my view. Despite having no prior experience with Zoho, I was able to understand it very well within three days. Additionally, the ease of obtaining assistance from Zoho's customer support has been remarkable. Customer care is very important to me, and Zoho excels in this area. Whenever I reached out for help, I received a response within one day.
Several teams at GGC are now utilizing Zoho Desk. The customer care team is one of the primary users, but the screening, admin, and IT teams also heavily rely on Zoho Desk. The IT team uses Zoho Desk to provide support to volunteers who, while not paid staff, still require IT support. Another important user group is the member unit support team. This team helps volunteers with various issues, such as insurance coverage or rental concerns for their units. In total, there are about five different teams within the organization that use Zoho Desk.
Help desk customization
GGC customized Zoho Desk to suit their business needs and alleviate unnecessary workloads on the team. One such custom function was a keyword-based assignment feature designed to streamline ticket routing. For instance, requests related to "cookies," which were managed by another team within the organization, were automatically directed to the appropriate team.
Additionally, they developed a workflow for managing unit placements to ensure efficient handling of requests and waitlist management. When a unit reached full capacity, any additional requests for placements from parents were automatically placed on a waitlist. Once space became available, an automated email notification was triggered to inform both the requester and the relevant team, ensuring prompt action and transparency in the process.
Knowledge Base
The teams create and store a comprehensive collection of articles in their knowledge base, which is regularly updated and refined as necessary. This resource is extensively utilized by various teams to respond to tickets and forward information. The screening team, for example, uses the knowledge base to address inquiries from volunteers who wish to sign up or seek additional information. Additionally, the teams also use the knowledge base to train their new hires on the organization's processes.
Analytics
Girl Guides of Canada depends on various reports to track and enhance customer support efficiency. They monitor key metrics such as agent activity levels, the number of tickets received, the age of the oldest tickets, and the classification of tickets. These insights help the teams understand their performance, improve resource allocation, and identify areas that need more support or improvement. By leveraging these analytical tools, the teams can ensure they meet their service standards and effectively address their members' needs.
Benefits & ROI
Zoho Desk clearly explains what each ticket is for and why it's there. The solution makes it easy to transfer tickets to other team members when needed. But what truly stands out to me is the exceptional customer support. Every time I've had a request, the Zoho support team has been incredibly responsive and easy to contact. Their assistance has always been timely and effective.
Additionally, the knowledge base has been an invaluable resource for our internal purposes. It’s thorough and user-friendly, making it an essential tool for our team.
Implementation and adoption rate
GGC took approximately two weeks to implement Zoho Desk and their entire team took another two weeks to become quite comfortable with the solution in their everyday operations. Since Zoho Desk was intuitive, the team had more time to focus on what kind of classification would be more helpful to them, as well as determining the articles to include in the knowledge base. This process is ongoing, but the transition to a digital solution went smoothly.
From my team's perspective, the transition toZoho Desk was remarkably swift compared to our previous experience with another leading ticketing platform. Personally, I onboarded four new team members in August, and I was impressed by how quickly they grasped Zoho Desk. Within just six business days, they were up and running with a solid understanding of the platform.
- Industry typeNon-profit
- Employees200-500
- Type of businessNon-profit
Looking forward
The management at GGC is looking to explore more Zoho products, including Zoho Voice, to further enhance their customer experience and reduce the workload on their team.
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