Client Profile
The client is a leading Managed IT Services Provider (MSP) delivering end-to-end IT support, AMC contracts, network management, data security, and infrastructure maintenance to SMEs and enterprise clients across India, UAE, and the USA.
They manage thousands of hardware assets, service tickets, and client SLAs while supporting hybrid and multi-location IT environments. Their offerings include IT Helpdesk, hardware AMC, server maintenance, cloud services, network setup, and remote support solutions.
Before Zoho implementation, the MSP handled ticketing, AMC renewals, and asset management through spreadsheets, emails, and siloed tools. Tickets were missed, AMC renewals were delayed, and tracing asset warranties was time-consuming. This fragmented ecosystem caused delays, inconsistent service delivery, and low SLA compliance.
India, UAE & USA
IT & SaaS – Managed IT Services
B2B (Business to Business)
Technology Used
The client sought a robust system to automate end-to-end service workflows, centralize customer information, and improve SLA adherence. Their objectives included:
- Central ticketing system with task automation
- AMC lifecycle tracking for all clients
- Hardware asset tagging and warranty management
- Technician scheduling and job allocation
- Automated escalation and customer communication
- Transparent reporting for management and clients
- A unified CRM for lead management and customer onboarding
- Full ticketing system with SLA timers and escalation matrix
- AMC contract management with automated renewal reminders
- Asset & warranty tracking system integrated with service tickets
- Mobile access for technicians to update job status in real-time
- Automated invoicing and payment tracking
Challenges Faced by Managed IT Services Providers
Unstructured Ticketing & Delayed Response
Tickets were received via calls, messages, and emails with no centralized system to track, assign, or escalate them, resulting in SLA breaches.
Manual AMC Management
Tracking thousands of AMC contracts, start-end dates, renewal deadlines, and included services was done manually, leading to revenue loss and renewal delays.
Poor Asset Visibility
Clients’ IT assets had no centralized database. Warranty dates, serial numbers, maintenance logs, and service history were difficult to track.
Technician Coordination Issues
Technicians worked across multiple client locations, making it difficult to assign tasks efficiently and track field work completion.
Inconsistent Documentation
Service reports, SLAs, and installation documents were scattered in emails and shared folders, creating compliance issues.
Limited Monitoring of Team Performance
Management struggled to analyze ticket volume, SLA adherence, engineer productivity, and top recurring IT issues.
Our Solution for the Managed IT Services Provider
Zoho CRM centralised the entire sales process—lead capture, qualification, proposal, and onboarding. AMC details, contract values, renewal dates, and service entitlements were linked directly with customer accounts.
A full helpdesk system was implemented with:
- SLA-based ticket routing
- Auto-assignment rules based on skill/region
- Ticket escalation matrix
- Email & WhatsApp ticket creation
- Customer web portal for ticket tracking
- Multi-channel support (email, chat, phone)
This ensured timely issue resolution and consistent service quality.
A custom application was developed to manage:
- AMC contracts
- Device-level service entitlements
- Asset tagging with QR codes
- Warranty expiry alerts
- Preventive maintenance schedules
- Linking assets to tickets for faster troubleshooting
This app gave technicians and managers 100% visibility into client infrastructure.
Spare parts, consumables, network components, and replacement equipment were tracked through Zoho Inventory. Integration with CRM allowed automated billing and stock consumption tracking.
Invoices for AMC renewals, ticket-based billing, device replacement, and project work were automated. Payment reminders and financial reporting improved cashflow visibility.
All installation documents, service reports, and agreements were stored securely in structured folders with permission-based access.
Powerful dashboards were created for management:
- SLA performance
- Team productivity
- Ticket volume trends
- High-failure assets
- Renewal pipeline
- Profitability analysis per client
Results Achieved with Zoho
Key Outcomes Included
Improved SLA Compliance
Automated ticket routing and escalation reduced response time and improved SLA adherence.
Effective AMC & Warranty Tracking
AMC contracts and asset warranties were fully automated, reducing missed renewals and increasing recurring revenue.
Higher Technician Efficiency
Mobile access allowed technicians to update ticket status, attach reports, and scan assets directly from client sites.
Streamlined Service Delivery
A unified platform provided complete visibility of tickets, AMCs, assets, and spares—reducing operational delays.
Enhanced Customer Experience
Customers received real-time updates, faster resolutions, and access to a self-service portal.
Performance Improvements
Reduction in Ticket Resolution Time
Accuracy in AMC Renewal Tracking
Faster Technician Dispatch
Improvement in SLA Compliance
Increase in Asset Visibility & Tracking
Higher Customer Satisfaction Scores
About CRM Masters Infotech
(ISO: 9001-2015 & ISO 27001:2022) Certified Company.
CRM Masters Infotech, a Zoho Premium Partner, brings over 10 years of expertise in building custom digital solutions for IT and SaaS companies. With 4000+ Zoho projects delivered globally, we help Managed IT Service Providers automate operations, improve service delivery, and scale their business efficiently using the Zoho ecosystem.
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