WellnessLiving 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
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.
What did
Zilltech do
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ZillTech was brought in to develop a robust reporting system using Zoho Analytics. We worked closely with WellnessLiving to understand their specific reporting needs. Based on these requirements, we created a range of custom reports to provide detailed insights.
For their Canadian region, ZillTech developed reports to track agent call volume. We also monitored the number of tickets created and resolved each week, alongside other performance indicators. By integrating Zoho Desk with Zoho Analytics, we pulled all relevant data into a centralized dashboard. We then applied custom filters. This allowed WellnessLiving to view reports by specific criteria, such as region, time frame, and agent performance.
The advanced features in Zoho Analytics enabled WellnessLiving to generate real-time insights with just a few clicks. This setup now gives their management team clear visibility into support team performance across different regions.
The 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.
