Milgam boosts efficiency by 30% with Zoho Desk and CRM

Milgam Group, founded in 1983, operates in extensive and diverse sectors. The company engages with government offices, municipal authorities, healthcare, energy, transportation industries, and more. Known for its comprehensive service capabilities, Milgam excels in managing government tenders, delivering end-to-end logistical and operational solutions, and developing customized technological systems in several nationwide projects.

Milgam wanted to reduce the strain involved in managing a multiple complex projects simultaneously. The companymanages over a dozen large-scale projects from proposal to maintenance. To enhance efficiency, the company structures its divisions in a hybrid format to promote effectiveness. However, maintaining high standards and achieving results while managing over a dozen projects is a significant task. For seamless project coordination across all stages and divisions, it's essential to strengthen the entire workflow with efficient and effective systems and processes-

To get the desired operational level and results across all their project, Milgam is utilizing two main Zoho tools. The first is Zoho CRM, a Client Relationship Management tool that enables Milgam to keep track of all client interactions and set automation to various parts of their sale process. The second tool, Zoho Desk, is an AI-powered service delivery platform that provides a user-friendly client inquiry resolution process - powered by Zoho's in-house developed AI. With both systems integrated into it, Milgam streamlines processes and communication across projects, between divisions, and with clients.

Along with the vast advantages the integrated Zoho solutions presented, one prominent advantage stands out, providing an option other tools could not: powerful no-code feature creation capabilities. Intuitive and straightforward interfaces allow Milgam to develop customized solutions such as workflow automation, manager dashboards, notification systems, and much more, making it easy to adapt and enhance its systems to their needs and helping them maintain high service standards and operational efficiency.

Milgam's adoption of Zoho's systems has dramatically improved efficiency and productivity across the company's massive projects. Enhanced managerial dashboards and streamlined reports now allow managers, particularly call center managers, to monitor objectives and service quality easily and effectively. In fact, when looking at the results from call centers alone, we can see. that automation of inquiry handling and seamless integration of interactions from emails, WhatsApp, or phone calls into the system is leading to a 50% reduction in response times and a 30% increase in productivity.

We at Zoho consider it a privilege to support Milgam's extensive and impactful projects, which play a significant role across various sectors at the national level.