Sandino
How Sandino used Zoho Desk to centralize customer support, eliminating scattered communication, automating ticket creation, enabling trackable escalations, and introducing unified analytics for SLA and performance reporting.
THE CLIENT
Sandino operates in a highly customer-centric sector and manages large volumes of customer interactions through WhatsApp, SMS, calls, and email. Their support structure was fragmented, resulting in delays and untrackable escalations. Mediacent deployed a fully integrated omnichannel support system using Zoho Desk
CLIENT TESTIMONIAL
“The Zoho Desk omnichannel implementation by Mediacent has completely changed how we support our customers. Every message, call, ticket, or escalation now sits in one unified system with clear workflows and SLA tracking. Our response times have improved, and customer satisfaction is at an all-time high. This has been a game changer for our support team.”
PROBLEM STATEMENT
Scattered customer communication across multiple tools.
Manual ticket creation led to delays and SLA failures.
Escalations were not trackable.
No central analytics, making performance reporting difficult.
PROPOSED SOLUTION(s)
Zoho Desk
Integrate WhatsApp, Email, SMS with Zoho Desk.
Automate ticket creation, routing, and escalations.
Deploy analytics dashboards for SLA tracking and agent performance.
IMPLEMENTATION
Implemented over 6 weeks with phased rollout.
- Week 1: Requirements & setup.
- Week 2: Core channel integrations (WhatsApp, Email, SMS).
- Week 3: Escalation workflows and SLA rules.
- Week 4: Knowledge Base & self service portal.
- Week 5: Dashboards & analytics.
- Week 6: UAT, stafftraining, and go live support.
RESULTS: BENEFITS & ROI
Unified omnichannel support system deployed.
Automated ticket routing reduced turnaround times.
Support teams now track interactions from a single platform.
Management gained visibilitywith real-time performance dashboards.
Customer satisfaction improved due to faster, more consistent responses.