The client’s challenges can be categorized into three parts:
1. Assigning the same Employee for Ticket & Sales Inquiry
This challenge revolved around the assignment of the same employee to handle tickets in the Zoho Desk and sales inquiries in the Zoho CRM. Although they used to use the Zoho CRM previously, nothing like this was in their hands, so they manually managed the assignment of the same employee, which proved to be enormously time-consuming and inefficient.
2. Rearrangement of the Leads Module
Zoho CRM’s leads module section was not managed properly by them, so they had to go through a long list of leads to find the right lead to contact every time. As a result, not only did they lose efficiency, but their higher-priority tasks also appeared to suffer.
3. Need for Different Reports
As a trip advisor company, they constantly received leads; some qualified for sales inquiries and some were not. But they could not efficiently and accurately record all this data. So they wanted to have separate reports serving them with all the up-to-date information so that they could address and rectify the problems at the right time and can move their company forward in a better way.