ABOUT CUSTOMER

BigHaat is a Bengaluru-based agritech platform that empowers farmersthrough technology, data, and digital solutions. Serving over 17 million farmersand partnering with 400+ brands, BigHaat provides end-to-end supportacross the agricultural value chain — from input supply and crop advisory tomarket linkages. With initiatives like its Sustainability Development Programand multilingual digital platforms, BigHaat ensures farmers gain access toquality products, transparent pricing, and expert guidance, enabling them toimprove productivity, profitability, and long-term sustainability.

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Industry : AgriTech (Agriculture Technology)
Employee : 201 - 500 Employees
Location : Bengaluru, India.
Application & Services Used : Zoho CRM and Zoho Desk

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CHALLENGE

• Fragmented Enquiry Management: Incoming calls, the primary source of enquiries, were not centrally tracked,leading to missed or delayed responses.
• No Automated Lead Allocation: Enquiries had to be manually assigned to sales representatives, often causingdelays and uneven workload distribution within the team.
• Limited Language Support: Handling customer queries in multiple languages wasinefficient, as there was no system-driven resource allocation based on language.
• No integration between CRM and Shopify.
• Without a structured ticketing system, support requests were difficult to monitor and resolve promptly.
• Lack of SMS and telephony integration with CRM made follow-ups inconsistent and time-consuming.

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SOLUTION

Zoho CRM Implementation

To streamline sales operations and centralize lead management, we implemented a customized Zoho CRMsolution. The primary focus was on improving enquiry handling, automating leads allocation, and ensuring seamlessintegrations with existing systems. The key highlights include;

• Automated Lead Allocation: Leads are now automatically assigned to the right sales representatives, ensuringfairness, faster response, and balanced workload distribution.
• Telephony Integration (Airtel): Inbound and outbound calls are directly managed within CRM, reducing manualtracking and improving efficiency.
• Language-Based Routing: Customer queries in different languages are automatically routed to the appropriateresource, enhancing customer experience.
• SMS Integration: Airtel SMS setup ensures timely updates and communication with prospects.
• Shopify Integration & Data Migration: Unified customer information from Shopify with CRM for a single source oftruth.

Zoho Desk Implementation

To strengthen customer support and ensure better service delivery, we deployed Zoho Desk as the core ticketingsystem. This gave the support team visibility into customer issues and created a structured workflow forresolution. Below are the key solutions.

• Ticketing System Setup: All queries are logged and tracked, eliminating missed or overlooked requests.
• Ticket Categorization & Assignment: Configured workflows to automatically assign tickets to the rightsupport agents based on type and priority.
• Integration with CRM: Linked Zoho Desk with Zoho CRM to give the sales and support teams a shared view ofcustomer interactions.
• Email-to-Ticket Conversion: Enabled seamless conversion of customer emails into tickets, ensuring no querygoes unanswered.

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RESULTS

• Centralized Customer Data: A single, unified system for capturing and managing customer interactions.
• Faster Response Times: Automated lead allocation and telephony integration drastically reduced responsedelays.
• Improved Sales Efficiency: Leads are now distributed automatically, ensuring fair allocation and quickerfollow-ups
• Better Customer Engagement: Multilingual query handling and SMS integration improvedcommunication quality.
• Streamlined Support Operations: With Zoho Desk, tickets are now tracked and resolved efficiently,boosting service quality.
• Scalable Processes: Shopify integration and automation allow the business to seamlessly handle higher enquiry volumes.