Case Study
World-Link Communications
The Company
The Challenge
Key Points:
- Overcome traditional silos between Sales and Support teams
- Eliminate the need of using excel spreadsheets for handling and processing any kind of information
- Implement an inventory management system to identify with ease the stock of the company with real time information
- Make full use and benefit from Zoho CRM that the company was slightly using so far
- Find an efficient way to better handle numerous of daily tickets
- Correlate, associate and combine different prices of the products
World-Link Communications receives thousands of requests on a daily basis from clients all around the world who are in need of its products. More than 40 employees from the sales and the support departments have to collaborate efficiently in order to respond in a timely manner to the requests of the clients. At the same time, there is a differentiation at the price of each product as the final price is completely dependent by variables such as the method of payment, duration of leasing, different prices per reseller e.t.c.
The Solution
To successfully respond to the demanding challenges of the company, Repath focused on the implementation and customization of Zoho CRM based on the business needs of World-Link Communications. By using Zoho CRM, the Sales Team can now keep track of every communication with the client, from the very first step of expression of interest, quoting, the closing of the deal, the service request form and the implementation of the quote’s deliverables/products.
Once Zoho CRM was implemented, we integrated Zoho CRM with Zoho Desk. This integration helped the sales team to automatically communicate with the customer support. A new ticket appears on the Zoho Desk with information regarding the sale, the products that are included on the sale and the actions that the customer support has to take.
As the support team has to handle thousands of tickets within each month, we used Round Robbin of Zoho Desk, a tool that through an algorithm evaluates the availability of each agent, the number of tickets that he/she can handle at the moment and the status of each ticket in order to assign or not the next one.
Through Zoho Desk, the company can also create detailed reports to understand the team’s performance and improve customer service. These reports include information such as the time needed for each ticket, how many tickets have violated the SLA, how many tickets are active, the number of tickets that each agent has resolved successfully e.t.c.
It is really important to mention that to enhance the customer experience, we applied Service Level Agreements within the Zoho Desk. Through the SLAs, we defined different groups of clients that need to be serviced in priority order by the support team. We gave the company the opportunity to focus on the different tiers of its clientele based on their importance or urgency in an automatic way.
Finally, after implementing all the necessary tools, our team offered two virtual training sessions to the employees of the company in the US and Cyprus. Our goal has been to help all the employees adopt and fully understand the endless possibilities of Zoho software.
The Benefits
- Improve internal communications among different teams
- Improve employee’s productivity
- Enhance customer experience and satisfaction
- Make every single process more efficient, effective and transparent
- Full stock control and inventory
- Save a great amount of time and resources
Word-Link Communications welcomed a new business era that includes more efficient communication among the departments of the company: sales, support, logistics and accounting. Our customised solutions, boosted the transparency among the employees as the information is gathered and centralized in a common place offering full access to all the involved parties.
Now, the employees are and feel more productive as some daily repetitive tasks have been simplified and can allocate more time on other ongoing tasks and issues.
Repath helped Word-Link Communication to improve customer service and enhance customer satisfaction by developing bespoke solutions based on the priority of the tickets. Moreover, the company has a clear image of the stock and the employees can act proactively to supply the company with the necessary products.
ManolisLabovas, CEO & Co-founder of Repath stated
