The problem
Support ran on email. As users grew, tickets were answered late or missed entirely, and no one could see the status of an issue. Customers were frustrated by slow replies, and the team couldn't tell which tickets mattered most. A backlog built up and satisfaction dropped.
What we set out to do
Move support into one system that could handle more tickets, resolve them faster, and give stakeholders a clear view, so customer satisfaction would go up.
What I did
We set up Zoho Desk as our support CRM, configured for how our team worked.
- Training: for the support team on the new system.
- Templates and resolution guides: so answers were consistent.
- Automatic assignment and priority: so urgent issues were picked up first.
- Dashboards and reports: that showed stakeholders ticket trends and team performance.
What changed
- Resolution time down 40%.
- Customer satisfaction up 30%.
- Stakeholders could see support performance in real time.