Executive Summary
WellnessLiving, a popular software provider for health and wellness businesses, needed advanced reporting capabilities to track key performance metrics related to their customer support. With operations spanning multiple regions, including Canada, they sought a solution that could provide detailed insights into their support activities, such as call handling and ticket resolution rates. WellnessLiving partnered with ZillTech to leverage Zoho Analytics for generating customized reports that would help them monitor and optimize their support operations.
Challenge
As WellnessLiving expanded its customer base, managing and analyzing their support performance became increasingly complex. The company was using Zoho Desk to handle customer inquiries, but they lacked the ability to generate detailed reports that reflected the specific needs of their various regions, including Canada. They needed to understand key metrics, such as the number of calls attended by each agent, the number of tickets created and resolved, and other time-sensitive data to make informed decisions. Their existing system didn’t provide the level of customization required to track these metrics effectively, which was critical for maintaining high levels of customer satisfaction
Implementation
ZillTech was brought in to develop a robust reporting system using Zoho Analytics. We worked closely with WellnessLiving to understand their specific reporting needs and created a range of custom reports that provided the detailed insights they required. For their Canadian region, ZillTech developed reports that tracked the number of calls handled by agents, the volume of tickets created and resolved each week, and other performance indicators. By integrating Zoho Desk data with Zoho Analytics, we were able to pull relevant data into a centralized dashboard and apply filters that allowed WellnessLiving to view reports based on specific criteria, such as region, time frame, and agent performance. The advanced reporting features in Zoho Analytics enabled WellnessLiving to generate real-time insights with just a few clicks, giving their management team clear visibility into how their support teams were performing across different regions.
Results
The customized reports created through Zoho Analytics provided WellnessLiving with actionable insights that helped them streamline their support operations. The company gained a clear understanding of how their support teams were performing in different regions, such as Canada, and could now make data-driven decisions to improve efficiency and customer satisfaction.
