India’s only premier music rights org, was founded in 1969, is India’s premier copyright society representing composers, lyricists, and publishers. It licenses music usage, collects royalties, and ensures fair payment, protecting creators’ rights nationally and internationally.
They experienced a lack of structured support workflows for IT-related issues. Repeated delays due to undefined priorities and issue types.
There was an absence of realistic TAT, leading to delayed resolutions. No centralised system to monitor issue trends and resolutions.
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Zoho Desk was deployed to build a custom IT support management application. A detailed study of frequently raised issues was conducted, and issues were categorised based on complexity and frequency. Automated prioritisation logic was implemented to assign realistic TATs based on issue types and urgency. Workflow automation ensured timely escalation and resolution tracking. The system enabled real-time monitoring and ensured a seamless internal support process.
We deployed Zoho Desk to build a customized IT support management application, enabling structured handling of internal IT requests. Frequently raised issues were analyzed in detail and categorized based on complexity and occurrence, allowing for smarter ticket classification. Automated prioritization logic was implemented to assign realistic TATs based on issue type and urgency, ensuring faster and more predictable resolutions. Workflow automation enabled timely escalations, end-to-end resolution tracking, and real-time monitoring, resulting in improved visibility, accountability, and a seamless internal support experience.
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115, Sanjay Mittal 2, Andheri - Kurla Rd, Mittal Industrial Estate, Marol, Andheri East, Mumbai, Maharashtra 400059 sales@value-score.co.in
115, Sanjay Mittal 2, Andheri - Kurla Rd, Mittal Industrial Estate, Marol, Andheri East, Mumbai, Maharashtra 400059 sales@value-score.co.in
