ABOUT CUSTOMER

Tvam Technologies is a digital platform that integrates financial and healthservices to help individuals achieve their life goals. Through its app, Tvamenables people to access loans, health support, and essential serviceseasily, empowering communities across rural and urban India.

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Industry : IT Services
Location : Bengaluru, India.
Application & Services Used : Zoho Desk

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"Thanks to V-Align. You were proactive in suggesting the bestpractices and configurations tailored to our needs, ensuring asmooth and efficient setup. The implementation was completedon time, with excellent communication throughout the project." - tvam Technologies Pvt Lt

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CHALLENGE

Tvam Technologies relied on a manual process to handle support requests raised by their field sales agents. Whenever agents faced issues related to loan recollection or loan processing, they had to depend on traditional communication methods, which made it difficult to track requests and provide timely resolutions. The lack of a centralized system led to:

• Delays in resolving issues.
• Increased dependency on manual follow-ups.
• Lack of visibility and accountability in the support process.

This slowed down the overall efficiency of the field sales team and impacted customer service quality.

SOLUTION

V-Align implemented Zoho Desk and customized it to align with Tvam’s operational needs. The solution included:

• Team-based structure within Zoho Desk to assign tickets to the right departments quickly.
• Integration of the Tvam app with Zoho Desk, enabling field sales agents to raise tickets directly from the app whenever they encountered issues with loan processing or recollection.
• Automated ticket routing for faster response and streamlined support management.

With this setup, the field sales agents could instantly log issues, while the support team gained full visibility into each ticket’s status, ensuring accountability and timely intervention.

RESULTS

The implementation of Zoho Desk brought measurable improvements to Tvam’s operations:

• Automation of support management, reducing manual effort significantly.
• Faster resolution times, helping field agents stay focused on their core tasks.
• Improved efficiency and productivity, as repetitive manual tracking was eliminated.
• Enhanced accountability and transparency, with complete visibility into every ticket’s lifecycle.

Overall, Zoho Desk implementation has empowered Tvam Technologies to streamline theirsupport process, enabling their field sales teams to work more efficiently and deliver betterservice outcomes.

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