ABOUT CUSTOMER
Stellar, a global leader in data care since 1993, provides trusted solutions for data recovery, erasure, mailbox conversion, and file repair. With over 3 million customers in 190 countries, Stellar is known for its customer focus, trust, and innovation.
Industry : IT services
Employee : 86
Location : Bengaluru, India.
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Application & Services Used :
Zoho Analytics, Zoho CRM, Zoho Desk, Zoho SalesIQ, Zoho Survey
Implementing Zoho Desk and Zoho CRM has enhanced the customer support efficiency, streamlines sales processes, improves team collaboration, and provides data-driven insights for better decision-making.
CHALLENGE
Stellar Information Technology Private Limited approached us when they were heavily reliant on manual processes for managing customer service and support. They sought a software solution to streamline and enhance the efficiency of their operations, including customer support, SLA management, ticket allocation, and departmental queries. Additionally, they needed a system capable of organizing and transforming their data for timely analysis and reporting, ensuring a more efficient and effective workflow.
SOLUTION
Zoho Desk Implementation:
In order to improve customer service and make information more accessible, we have implemented Zoho Desk.
The users can now handle customer queries related to products effectively. We have built customized modules and developed automation features to manage tickets, SLA configuration and workflows.
Zoho CRM Implementation:
We have made effective use of Zoho CRM to manage activities related to Leads, Contacts, Accounts, Opportunities, E5 Sales, Avangate Sales, Resellers and Products with module customization and workflows.
Zoho Analytics Deployment
We created dashboards for weekly sales reports, Target vs. Achieved Revenue, product-wise sales reports, refunds, chargebacks, and overall sales performance.
Zoho SaleslQ Implementation:
Additionally, we implemented Zoho SaleslQ to enhance customer engagement by tracking website visitors in real-time. This tool allows us to monitor visitor behavior, identify potential leads, and proactively reach out to them through live chat.
Zoho Survey:
For customer issue resolution and feedback management, we have implemented Zoho Survey.
RESULTS
- Improved Sales Processes: The system allows the team to interact with leads and opportunities more effectively, ensuring timely tracking of expectations.
- Streamlined Sales Tracking: It captures the transition of prospects through the predefined stages of the sales process, leading to better management of the sales pipeline.
- Enhanced Team Collaboration: The platform supports collaborative teamwork, fostering better communication and coordination among team members.
- Automated Alerts: System-generated alerts ensure that critical activities and follow-ups are conducted on time.
- Actionable Insights: Managers can leverage dashboards to gain insights and take decisive actions based on real-time data.
