The company
VOXIA is a communication solutions provider founded in 2008 and headquartered in Even Yehuda, Israel. The company specializes in network and communication solutions for business customers, with a focus on IP PBX systems, VoIP technologies, and open-source communication platforms. With a team of around 10 employees, VOXIA serves over 1,000 business clients and organizations in Israel and abroad, delivering reliable and adaptable communication platforms and the necessary consultation, implementation, training, maintenance, and long-term support.
"We chose Zoho's solutions for their flexibility and the unlimited ability to translate our ideas into simple and efficient workflows. Today, we use them for marketing, inventory management, billing, and support."
The challenge
VOXIA was looking for a way to improve its ability to provide effective support without expanding its team. In its early stages, the company's service and support team handled ticketing through an in-house designated module. As the customer base expanded, it became increasingly essential to uphold service standards. Aiming to keep a small team, the company wanted a help desk solution to prevent a backlog and increase the team's capacity to provide service and support.
The solution
VOXIA has been using Zoho products since its first steps. The company ran its sales and marketing with Zoho CRM, which was implemented by AorBorC, a Zoho Partner based in India. When VOXIA turned to them and asked for a help desk solution, Zoho Desk, an AI-supported help desk platform, was raised as the most suitable choice. Beyond the standard multichannel support and service, this solution presented several significant advantages and robust features. As with all Zoho applications, Zoho Desk operates as part of a unified system, enabling a seamless connection between customer data in the CRM and the support team’s help desk interface. Zoho Desk also introduced built-in AI agents and workflow automations, which supported faster, more efficient service for an expanding client base.
"We looked into several help desk solutions, but very few of them offered the kind of seamless connection between customer data and support like Zoho Desk did. That direct link is a tiny detail that made a huge difference in making everything more simple."
Benefits and ROI
Utilizing Zoho Desk as its help desk platform, VOXIA introduced a robust set of functions and capabilities to a service team already operating at a high capacity. Supported by the system's built-in AI and automation tools, representatives could efficiently track, prioritize, and resolve requests without compromising the quality of the service. With this upgrade integrated, VOXIA reduced its response time by 35% and expanded its ticket handling capacity by 50%, all without a significant change in team size.
- Industry typeCommunication Solutions
- Employees10
- Type of businessB2B
Looking forward
After nearly two decades of work, a significant part of VOXIA's core activities are managed using Zoho products. Zoho Desk handles customer inquiries and support, while marketing campaigns are created and distributed through Zoho Campaigns, and the company’s social media presence is handled with Zoho Social. In addition, Zoho Creator is used for building customized modules that address specific operational needs, allowing the company to extend the system's capabilities, both with Zoho products and third-party services. VOXIA will continue to stay updated on the latest products and options for anything they need.
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