How VNMT Solutions integrated their way to better customer experience

Key results:

• Ticket response timeReduced by 21%
• Invoice resolution timeReduced by 32%
• Customer happiness ratingIncreased by 17%

Overview

VNMT Solutions partnered with Zoho Desk to elevate their customer experience. As they scaled quickly, advanced integrations across the Zoho ecosystem proved vital in streamlining their operations.  

The company

VNMT Solutions is an IT software and consulting company specializing in ERP implementation, system integrations, and business process optimization. The company acts as a one-stop partner for organizations looking to streamline operations through technology, delivering solutions with a strong focus on quality, reliability, and timely execution.  

By collaborating with industry leaders and leveraging deep cross-industry experience, the company helps businesses implement efficient and scalable technology solutions. With a strong presence in India, Australia & USA, the Company supports clients globally, providing project delivery and ongoing support across different time zones.  

The challenge

As VNMT Solutions expanded globally, they faced significant technological friction caused by rising ticket volumes and disconnected systems. Deep-seated data silos between support, project management, and finance forced staff to replicate data across platforms manually, leading to "orphaned" requests that lacked clear ownership. A lack of standardized categorization for the Functional, Technical, and Sales departments resulted in poor operational visibility and inconsistent reporting.  

The solution

Automating ticket management

To ensure smooth ticket handling, the team implemented a set of practical and lightweight workflows within Zoho Desk. One of the primary automations ensures that every new ticket is assigned to a default agent automatically. This eliminated the issue of unassigned tickets and improved response time.  

Another key workflow addresses department mapping. The organization operates across three departments—Functional, Technical, and Sales. Previously, tickets were often assigned to individuals without specifying the department, which created reporting and tracking challenges. To resolve this, a workflow was introduced that automatically updates the department field based on the assigned agent.  

Integration between Zoho Desk and Zoho Projects

A major strength of the implementation lies in its integration architecture. Internally, Zoho Desk has been integrated with Zoho Projects to enable seamless synchronization between support tickets and project tasks. This allows the team to convert tickets into actionable tasks while maintaining full visibility across systems. Additionally, Zoho Desk is connected with Zoho CRM, creating a unified operational environment. Here's what Mrudul Modh, CEO of VNMT Solutions, had to say about the integration between Zoho Desk and Zoho Projects:  

Integration between Zoho Desk and Zoho Books

The integration between Zoho Desk and Zoho Books has significantly improved the way VNMT Solutions manages its finance-related support operations. With this integration, the team can easily access customer billing details directly within support tickets, making it faster to address queries related to quotations, invoices, and payment status without switching between systems.  

This connectivity also helps streamline the quotation-to-invoice process. When clients raise requests related to billing or new service requirements, the support team can coordinate with the finance team more efficiently, ensuring quicker generation of quotations and invoices through Zoho Books. As a result, the turnaround time for finance-related requests has improved while reducing manual coordination and follow-ups between teams.  

By integrating Zoho Desk with Zoho Books, VNMT Solutions has been able to maintain better visibility into customer financial interactions while keeping support, sales, and finance aligned. This integration has helped create a smoother operational workflow, enabling the team to manage customer requests and billing processes more efficiently as the company continues to grow.  

Leveraging AI with Zia

In recent months, the team has increasingly adopted Zia, Zoho Desk's AI assistant, to enhance response quality and efficiency. Zia is primarily used to generate customer responses based on existing email threads and interaction history. The AI-generated drafts require minimal edits and are used in the majority of responses, significantly reducing the agent response time while maintaining professional communication standards.  

While features such as sentiment analysis and tone detection haven't yet been fully utilized, the team recognizes their potential. As internal expertise grows, the organization plans to expand AI adoption to maximize automation and customer experience benefits.  

Knowledge base development

Currently, the organization doesn't have a fully structured knowledge base. However, building one has been identified as a priority initiative. With five years of historical ticket data available, the team plans to analyze recurring queries and develop a comprehensive knowledge repository. Webinar transcripts and documented solutions will also contribute to this effort.  

The long-term vision is to use this knowledge base to power AI-driven responses and potentially enable automated handling of common queries, reducing manual intervention and accelerating resolution times.