Wellness Living is a popular software provider for health and wellness businesses. They needed advanced reporting capabilities to track key customer support metrics. Their operations span multiple regions, including Canada. Therefore, they sought detailed insights into call handling and ticket resolution rates. WellnessLiving partnered with ZillTech to leverage Zoho Analytics. This solution now helps them generate customized reports to monitor and optimize their support operations.
The Challenge
WellnessLiving used Zoho Desk to manage customer inquiries. As the company expanded, analyzing support performance became more complex. The built-in reporting couldn’t be customized enough to reflect the needs of each region, including Canada.
Managers needed answers to questions like:
- How many calls did each agent attend?
- How many tickets were created and resolved each week?
- How do these numbers compare across regions and time periods?
Without that visibility, it was hard to make informed decisions or maintain high customer satisfaction. Many teams hit the same wall, which we cover in Think You Can’t Afford Real Business Intelligence? Think Again.
What did
Zilltech do
We started with a short discovery phase, interviewing the support managers to agree on which metrics mattered and how each one should be defined. For example, we settled what counts as a “resolved” ticket and how calls are attributed to agents. Agreeing on definitions first meant every report would be trusted by everyone who used it.
Then we built the reporting layer in Zoho Analytics:
- Connected Zoho Desk to Zoho Analytics so ticket and agent data flows into one place automatically. [Add sync frequency, e.g. hourly or daily, if known.]
- Built a centralized support dashboard showing call volume, tickets created, tickets resolved and other key indicators in one view.
- Created region-specific reports for the Canadian team, including agent call volume and weekly created-versus-resolved tickets.
- Added custom filters so managers can slice every report by region, time frame and agent.
- Set up [scheduled report emails or sharing, if applicable] so leaders get the numbers without logging in.
- Walked the team through the dashboards so managers could answer new questions themselves instead of requesting a new report each time.
The Results
WellnessLiving’s management team now has clear visibility into support performance across regions. With customized Zoho Analytics reports, they can:
- See how each regional team, including Canada, is performing
- Track agent activity and ticket resolution in one place
- Spot trends sooner and make data-driven decisions to improve efficiency and customer satisfaction
- Get the answers they need without piecing data together by hand
One system. Real visibility. No more spreadsheet chaos.
Zoho Tools Used
- Zoho Desk: customer support and ticket data
- Zoho Analytics: custom reports, dashboards and filters
Need Better Visibility into Your Support Team?
If your team uses Zoho Desk but can’t easily see agent performance, ticket trends or regional workloads, our Zoho Analytics & Reporting service can help. You can also explore our Zoho consulting and Zoho integration services.
