Adagrad Techno, a technology solutions company, needed a structured customer support system to manage rising service requests, reduce manual work, and improve response times. Value Score Business Solutions LLP implemented Zoho Desk to centralize support operations and streamline their end-to-end ticket lifecycle.
The current support system relies heavily on manual email management, leading to the complete absence of defined SLA structures or escalation paths. This manual intervention creates significant process inefficiencies, as there is no automated routing or categorization to ensure issues are handled by the right personnel.
Management faces restricted data access, resulting in a total lack of visibility regarding real-time ticket status or resolution progress. Without a centralized system, the organization cannot extract key performance metrics, making it difficult to maintain professional standards and accountability across the support lifecycle.
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The implementation of Zoho Desk transitions the support infrastructure from fragmented email management to a unified, system-driven architecture. By automating agent assignment and routing, every inquiry is immediately categorized and directed to the correct personnel. The system features defined SLA structures and escalation matrices to eliminate manual intervention, while real-time dashboards and a customer portal provide full visibility into ticket status and performance metrics
Zoho Desk was implemented to centralize support operations through email integration and automated ticket routing. Custom workflows, ticket categorization, and automated agent assignments were established to streamline response times. We also implemented formal SLAs, escalation matrices, and automated notifications to ensure accountability and service consistency. Additionally, a customer portal and Knowledge Base were enabled for self-service transparency, supported by real-time performance dashboards for comprehensive ticket tracking and analytics.​
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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
