How Zetron Simplified Support Operations Across Global Offices With Zoho Desk

Overview

Zetron chose Zoho Desk as its technology partner to support their customers in critical and high-priority scenarios, ensuring timely and efficient service delivery.

The company

Founded in 1980, Zetron is a communication technology company committed to providing uninterrupted communication services for mission-critical scenarios. With a diverse portfolio of solutions, they serve various sectors, including government, fire departments, and forestry, where reliable communication is non-negotiable. Customers globally trust Zetron for their remote and geo-diverse operations. Their highly configurable, integrated IP-based solutions help millions of users overcome complex communication challenges. In 2021, Zetron was acquired by Codan Communications.

The challenge

For a mission-critical solutions provider like Zetron, customer support is an integral and crucial part of enhancing their customer experience. Any disruption to their customers' operations requires an instantaneous response from their providers to ensure safety and continuity. To meet the standards of high-quality support, the agents at Zetron needed to be quick in addressing, escalating, and capturing the right information. Acknowledging the requirements, Zetron evaluated the leading helpdesk platforms and chose Zoho Desk to move away from their traditional process of leveraging manual spreadsheets.

The solution

Integrations for a smoother ticket lifecycle

The Zoho ecosystem offers a unified workflow that eliminates manual data entry. For example, a query submitted via Zoho Forms instantly triggers the creation of a deal in Zoho CRM. Whenever a query involves a design request or project kickoff, the system automatically generates a ticket in Zoho Desk and a task in Zoho Projects.

Custom functions for effective collaboration

The workflow is designed to bridge the gap between sales and operations by using Zoho Desk as the central processing point for all service requests.

• Trigger: The process begins in Zoho CRM, where a sales representative selects a custom button on a record.
• Data transfer: This action triggers a function that pushes the relevant deal or customer information into the Zoho Desk API.
• Identification: Upon receiving the data, Zoho Desk identifies the specific parameters of the request, such as the type of service, the urgency, or the technical requirements involved.
• Categorization and routing: Based on these parameters, Zoho Desk automatically categorizes the ticket and assigns it to the designated department.
• Queue management: The ticket is then placed into the correct team queue, ensuring it appears in the view of the specific agents trained to handle that particular request type.

Knowledge base as a central repository

Benefits & ROI

• The platform offers single-click simplicity and is easy to use, enabling teams to complete tasks quickly and efficiently.
• Despite having multiple global offices and different departments, there is no data overlap. Each department operates with its own processes, settings, workflows, and email cadences, without the risk of affecting another department’s roles or structure.
• Zoho Desk delivers strong value as a business solution, offering robust features at a competitive cost.
• Zoho Desk has also enabled the introduction of new KPIs and performance metrics, helping the organization better measure efficiency, accountability, and service quality.