Undo World Private Limited - Case Study
Background of Undo World Private Limited
Undo World (Control Z) is a company focused on transforming the lifecycle of smart devices by offering sustainable solutions. Their goal is to break the cycle of unsustainable manufacturing by upgrading devices, allowing consumers to get new devices without any environmental cost.
How Zoho Desk is useful for their business
Zoho Desk
Integration Overview:
The integration of Zoho Desk with the website significantly improves the organization’s ability to manage customer interactions, track warranty data, and strengthen customer relationships. By automating essential processes and centralizing data, the organization can make more informed decisions, foster better team collaboration, and achieve improved business outcomes. To fully leverage its benefits, it is essential to customize the integration according to the organization’s specific needs and objectives. The Zoho Desk integration with Ozonetell was implemented to streamline workflows, while the integration with Clickpost (courier) further boosts operational efficiency, particularly in handling device replacements during approved warranty claims.
Key Challenges:
Evaluation of the problem:
Following an in-depth discussion and analysis with Undo World, several key challenges were identified:
- Automatic Ticket Creation for Incoming Calls: There was a need to automatically create tickets in Zoho Desk for inbound calls.
- Ticket Assignment During Non-Working Hours: Tickets arriving in the non-working hours were not assigned. They need to be automatically distributed at 10:30 AM the next day evenly between agents.
- Duplicate Ticket Creation: Multiple tickets were being opened for a single customer from different sources, such as email forwarding and the warranty form on the website. The challenge was to merge these tickets into one.
Undo World required streamlining and automating its system to bring about efficiency in the collaboration of teams. A single platform should allow direct access to client information, task management, and real-time tracking of warranty claims. Undo World sought a more streamlined, automated system to improve team collaboration and overall productivity. The goal was to create a unified platform for accessing client information, managing tasks, and tracking warranty claims in real-time.
The solution was designed with the objectives of Undo World in mind—which were to enhance operational efficiency, provide customized experiences, and address talent management challenges. Automation reporting, and centralized data management ensure that the organization is able to focus on strategic growth, optimize internal processes, and offer tailored services to clients.
Implementation:
A custom function was implemented to automatically merge tickets that share the same email ID and have an open status, regardless of the source (email or warranty form).
A new function was set up to automatically assign tickets received outside of working hours. Additionally, to ensure the timely execution of this function, we have set up a scheduler to run it daily at 10:30 AM. The tickets are now distributed equally among agents.
An integration with Ozonetell was established to automatically create tickets for inbound calls. This was further enhanced by capturing call recordings in Zoho Desk.
The invalid client ID error was resolved by collaborating with Ozonetell and Zoho support teams to address the integration issue promptly.
Result:
This solution not only resolved operational challenges but also improved the overall efficiency of Zoho Desk, making it a more reliable and automated platform for managing customer interactions and warranty claims.
