THG Ingenuity harnesses the integration power of Zoho Desk

Overview

THG Ingenuity implemented Zoho Desk and integrated it with other tools in its ecosystem to create a structured and scalable support environment.  

The company

THG Ingenuity is an e-commerce solutions provider empowering brands to scale and become category leaders through three core offerings: THG Commerce, THG Fulfill, and THG Studios. With more than two decades of recognized expertise in eCommerce, the company has established itself as a reliable partner for global brands, such as Myprotein, LOOKFANTASTIC, Cult Beauty, Holland & Barrett and The Range, supporting their digital and physical commerce growth and initiatives.  

The challenge

As THG Ingenuity grew and onboarded more clients, the company needed a structured way to manage and streamline its support process. Handling requests from multiple clients and departments required a centralized system that could provide visibility across teams while maintaining organized workflows. During this phase, Rebecca Sharp, Operational Excellence Manager at THG Ingenuity, led the effort to streamline internal processes by using Zoho to support the company’s operational needs.  

The solution

THG Ingenuity implemented Zoho Desk as the core platform for managing customer support operations. They created a dedicated client portal where customers can log support tickets for different departments within the organization.  

Zoho Desk was integrated with ServiceDesk Plus (SDP) under Zoho ManageEngine, allowing support and engineering teams to manage requests efficiently by routing them into specific queues. Updates are synchronized across systems to ensure that both customers and internal teams have real-time visibility into ticket progress.  

The company also integrated Zoho Desk with Zoho CRM to improve internal visibility. Teams that do not directly resolve support tickets can still view ticket activity within CRM, where tickets are automatically associated with the relevant customer accounts. This integration has allowed THG Ingenuity to avoid additional licensing costs for other tools while ensuring that all stakeholders remain informed.  

Additionally, THG Ingenuity integrated Zoho Desk with Zoho SalesIQ to enhance customer engagement. SalesIQ enables customers to initiate support requests through live chat or automated bot interactions, even while waiting in a queue or when the business is closed. Zoho Desk also connects with several third-party applications used by the company, creating a flexible support ecosystem.  

Benefits and ROI

With Zoho Desk, THG Ingenuity has built a centralized support infrastructure capable of handling thousands of support tickets each month in a structured and efficient manner. The dedicated client portal ensures that requests are organized and routed to the appropriate teams, which has helped improve response times and service consistency.  

The integration with CRM has enhanced visibility across departments while helping the organization reduce operational costs by eliminating the need for additional support management tools. By consolidating support data and workflows into a single system, the team can also generate meaningful insights that help drive continuous improvement.

Overall, Zoho Desk has enabled THG Ingenuity to streamline its processes, strengthen collaboration between teams, and deliver a more responsive customer experience.