About Infosec
Infosec, an IT security consulting company, faced challenges in managing their customer relations and customer support agreements efficiently. With over 1000 customer support agreements in place and a need for custom lifecycle and SLA management, Infosec sought the expertise of LeadPro, a partner of Zoho Corp, to enhance their support processes. Infosec has more than 20 users using Zoho One Suite Solution including Zoho Desk and Zoho CRM. This article is about Zoho Desk.
Sektör
IT Security
Hizmet Türü
IT
Deneyimini Aktaran Yönetici
Afşin Taşkıran – CTO
Kullanılan Zoho Uygulaması
Challenges Faced by Infosec:
Infosec struggled with inadequate support systems to handle their extensive customer support agreements. They required a solution that could streamline lifecycle and SLA management while integrating seamlessly with their existing infrastructure.
Solution Design by LeadPro:
LeadPro collaborated closely with Infosec to understand their specific requirements. Through meticulous analysis of customer needs, LeadPro designed tailored solutions using Zoho Desk. Leveraging Zoho Desk’s customizable blueprints and workflows, LeadPro implemented simple Deluge codes to create efficient processes for managing customer support agreements.
Implementation and Results:
Once the solution was designed, LeadPro executed the implementation process swiftly. The new system provided Infosec with a user-friendly interface for managing customer support agreements effectively. Automated workflows and customized SLAs ensured timely responses to customer queries, improving overall satisfaction.
Benefits Achieved:
- Enhanced Efficiency: The streamlined processes facilitated by Zoho Desk resulted in increased efficiency in handling customer support agreements.
- Improved Customer Satisfaction: Prompt responses and adherence to SLAs led to higher levels of customer satisfaction.
- Cost Savings: By automating repetitive tasks and optimizing workflows, Infosec realized cost savings in their support operations.