Overview
MedEthix Incorporated uses Zoho Desk to automate their ticketing system and increase their internal client satisfaction score.
The company
MedEthix Incorporated is a pharmaceutical company based in Philippines that specializes in the importation and distribution of medicines. The company offers a dedicated line of products focused on women’s health, for which it manages both sales and marketing activities.
The challenge
Before implementing Zoho Desk, the MedEthix team relied on AppSheet to log internal client queries. They were only recording customer concerns and marking them as resolved, without any visibility into individual agent performance or the overall efficiency of the team. There were no analytics or dashboards to monitor key metrics such as resolution time.
Management also wanted to alert agents of customer inquiries through notifications and reminders. Realizing the need for better tracking, zero unanswered responses, and insights, they decided it was time to upgrade their customer support operations.
The evaluation
MedEthix began exploring ticketing solutions to streamline their customer support operations. They initially considered Zendesk, but ultimately decided against it due to its high cost and the presence of features that weren’t relevant to their needs. During the evaluation process, the COO, who had prior experience with Zoho Desk, recommended the platform. After assessing its capabilities, the team was impressed by the comprehensive features Zoho Desk offered at an affordable price, leading them to choose it as their customer support solution.
DevTac, a Zoho Premium Partner, helped MedEthix to implement Zoho Desk in around a month. Kristoferson Rodolfo, assistant IT manager, and his team found the partner to be very helpful in implementing Zoho Desk. He said, "The tech team at Devtac has been incredibly supportive, always providing the knowledge and assistance we needed. Whenever I reached out with a question or concern, there was always someone ready to offer support and guidance. Their dedication truly made a difference."
The MedEthix team had a solid understanding of technical applications and found Zoho Desk intuitive, which allowed them to implement the platform within a month, and agents began using it immediately without any issues.
The solution
Round-robin and business hours to set the right expectations
Using round-robin ticket assignment rule, the MedEthix IT support team is able to automatically assign tickets to available agents upon creation, with the workload distributed equally to avoid overloading any individual IT staff member with tickets. Agents are notified when there is an incoming ticket, which helps to reduce the response time.
MedEthix also has set business hours. Therefore, Service-Level Agreements in Zoho Desk take these hours into account before escalating a ticket, and this is also reflected in reports on SLAs and average response and resolution times (they do not include non-working hours in their calculations). This is crucial for the team as they rely heavily on analytics.
Customized ticket submission form for more information
The team implemented several customizations within the Zoho Desk system to align it with their operational needs. They tailored the ticket submission forms and introduced specific categories such as "Support" and "Service" to distinguish the nature of incoming requests clearly. This allowed them to identify which types of issues most frequently required support and which services were commonly requested. For instance, they realized that they had higher requests for field IT support or borrowing equipment.
SLAs to offer enhanced customer support experience
The team is currently using SLAs, which are applied to every ticket. The SLA levels of escalation are as follows:
- High: Response time is less than 1 hour
- Medium: Response time ranges from 2 to 4 hours
- Low: Response time is up to 6 hours
Zoho Desk notifies the appropriate manager whenever a ticket exceeds the limits set by the SLA. They can then analyse why a particular ticket was hard to resolve and identify opportunities to strengthen their support capabilities.
Help Center for easier submission of tickets
The MedEthix team also uses Zoho Desk to manage internal employee queries. Kristoferson said, "We use Help Center for users to submit tickets. For security reasons, we ask them to register using their corporate email address. Once the account is created, they need to change the default password. After that, they can log in and submit tickets whenever there is an issue. One of our other departments is considering creating a knowledge base and displaying it on the help center."
Reports and Analytics to make informed decisions
MedEthix team is now able to receive advanced reports which give them more visibility into customer support operations. Earlier, this was their major challenge that prevented them from making informed management decisions. Today, they are able to analyze the number of queries handled by each agent, ticket closing time, average resolution and response time, satisfaction scores, and more.
Benefits & ROI
Enhanced support experience
We applied the CSAT (Customer Service Satisfaction) of Zoho Desk along with the responses from our agents. So far, all of the responses have been good, which means we're doing our job well. For customer satisfaction, around 90% of them are satisfied with our service.
Improved operational performance by 80%
The team observed a significant improvement by 80% in their operational performance after implementing Zoho Desk. Previously, users often failed to report issues, but with the centralized system in place, they can now log their concerns easily without hesitation. Access to the system is quicker, and response times have improved, largely due to the application of SLAs.
All issues are now documented, allowing the team to maintain a clear record. When problems recur, they can be tracked and analyzed to determine whether the root cause lies within the system or on the user's end. This level of visibility was not available before. Additionally, the analytics features enable the team to monitor the most frequent types of requests, such as network issues and software installations, which helps them direct their efforts more efficiently.
Looking forward
Currently, the IT department in MedEthix is using Zoho Desk but they are planning to roll it out to other departments as well. They are also considering Zoho CRM for their sales process to take advantage of the smooth and efficient integration between Zoho applications.
- Industry typeB2B
- Employees201-500
- Type of businessPharmaceutical
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