About Natica

Natica IT Consulting, a valued client of LeadPro, provides comprehensive IT consulting services. As a user of Zoho Desk, Natica IT Consulting has more than 30 users and faced significant challenges with the platform’s technical support capabilities.

Sektör

IT Security

Hizmet Türü

IT

Deneyimini Aktaran Yönetici

Levent Ortaköyluoğlu – CEO

Kullanılan Zoho Uygulaması

Problem Statement: Natica IT Consulting experienced a “lack of technical support” while using Zoho Desk. This issue hindered their ability to efficiently manage customer queries and support tickets, ultimately affecting their service quality and client satisfaction.

Solution: To address this issue, LeadPro implemented a series of customizations and optimizations in Zoho Desk:

  1. Custom Scripts and Workflows:
    • Developed and integrated custom scripts to automate repetitive tasks and enhance the functionality of Zoho Desk.
    • Designed tailored workflows to streamline the ticket management process, ensuring quicker resolution times and improved efficiency.
  2. Customized End User Portal:
    • Customized the Zoho Desk end user portal to provide a more intuitive and user-friendly interface.
    • Enhanced the portal’s features to better meet the specific needs of Natica IT Consulting’s customers, facilitating easier access to support resources and ticket submissions.

Implementation Process: The implementation process involved several key steps:

  1. Assessment:
    • Conducted a thorough assessment of Natica IT Consulting’s current use of Zoho Desk and identified specific areas requiring improvement.
  2. Customization:
    • Developed and tested custom scripts and workflows tailored to address the identified issues.
    • Redesigned the end user portal to enhance usability and functionality.
  3. Deployment:
    • Implemented the customizations in a phased manner to ensure smooth integration with minimal disruption to ongoing operations.
  4. Training and Support:
    • Provided comprehensive training to Natica IT Consulting’s staff to ensure they were well-versed in using the new features.

Results: The customized solutions significantly improved the technical support capabilities of Zoho Desk for Natica IT Consulting:

  • Enhanced Efficiency:
    • Automated workflows and custom scripts reduced manual intervention, resulting in quicker ticket resolution and increased productivity.
  • Improved User Experience:
    • The customized end user portal offered a more seamless and intuitive experience for customers, leading to higher satisfaction rates.
  • Increased Adoption:
    • With the enhanced support features, Natica IT Consulting reported higher adoption rates of Zoho Desk among their staff and clients.