Get practical tips to improve your customer service strategy at Zoho CX Workshop.

Register now!
Skip to product menu
close
  • Recent Launches
    Press Space or Enter to display list of options
EXPLORE ALL PRODUCTS

Recent Launches

New

Payroll software with automated tax payments and filing.

Try now
New

Robotic process automation software to automate high-volume, rule-based tasks.

Try for free
New

Low-code IoT platform and solutions for connected businesses.

Try now
New

Business formation service to launch and grow your businesses.

Try now
New

Privacy-friendly application analytics solution.

Try for free

Sales

 
CRM

Comprehensive CRM platform for customer-facing teams.

CRM
 
Bigin

Simple CRM for small businesses moving from spreadsheets.

Bigin
 
Forms

Build online forms for every business need.

Forms
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Sign

Digital signature app for businesses.

Sign
 
RouteIQ

Comprehensive sales map visualization and optimal route planning solution.

RouteIQ
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Suites
CRM Plus

Unified platform to deliver top-notch customer experience.

CRM Plus

Marketing

 
Social

All-in-one social media management software.

Social
 
Campaigns

Create, send, and track targeted email campaigns that drive sales.

Campaigns
 
Forms

Build online forms for every business need.

Forms
 
Survey

Design surveys to reach and interact with your audience.

Survey
 
Sites

Online website builder with extensive customisation options.

Sites
 
PageSense

Website conversion optimization and personalisation platform.

PageSense
 
Backstage

End-to-end event management software.

Backstage
 
Webinar

Webinar platform for webcasting online webinars.

Webinar
 
Marketing Automation

All-in-one marketing automation software.

Marketing Automation
 
LandingPage

Smart landing page builder to increase conversion rates

LandingPage
 
Publish

Manage all your local business listings on a single platform.

Publish
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Sign

Digital signature app for businesses.

Sign
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
LeadChain

Sync, manage, and convert leads across channels seamlessly.

LeadChain
 
NEW
CommunitySpaces

Online community platform for individuals and businesses to grow their network and brand.

CommunitySpaces
 
Suites
Marketing Plus

Unified marketing platform for marketing teams.

Marketing Plus

Commerce and POS

 
Commerce

eCommerce platform to manage and market your online store.

Commerce

Service

 
Desk

Helpdesk software to deliver great customer support.

Desk
 
Assist

Remote support and unattended remote access software.

Assist
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
FSM

End-to-end field service management platform for service businesses.

FSM
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Suites
Service Plus

Unified platform for customer service and support teams.

Service Plus

Finance

 
Books

Powerful accounting platform for growing businesses.

Books
 
FREE
Invoice

100% Free invoicing solution.

Invoice
 
Expense

Effortless expense reporting platform.

Expense
 
Inventory

Powerful stock management and inventory control software.

Inventory
 
Billing

End-to-end billing solution for your business.

Billing
 
Checkout

Collect payments online with custom branded pages.

Checkout
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
NEW
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Practice

Practice management software for accounting firms.

Practice
 
Sign

Digital signature app for businesses.

Sign
 
Commerce

eCommerce platform to manage and market your online store.

Commerce
 
Suites
Finance Plus

All-in-one suite to manage your operations and finances.

Finance Plus

Email and Collaboration

 
Mail

Secure email service for teams of all sizes.

Mail
 
Meeting

Online meeting software for all your video conferencing & webinar needs.

Meeting
 
Writer

Word processor for focused writing and discussions.

Writer
 
Sheet

Spreadsheet software for collaborative teams.

Sheet
 
Show

Create, edit, and share slides with a sleek presentation app.

Show
 
Notebook

Beautiful home for all your notes.

Notebook
 
Cliq

Stay in touch with teams no matter where you are.

Cliq
 
Connect

Employee experience platform to communicate, engage, and build positive employee relations.

Connect
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
TeamInbox

Shared inboxes for teams.

TeamInbox
 
WorkDrive

Online file management for teams.

WorkDrive
 
Sign

Digital signature app for businesses.

Sign
 
Office Suite

Powerful collaborative work platform for teams.

Office Suite
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
Calendar

Online business calendar to manage events and schedule appointments.

Calendar
 
Learn

Knowledge and learning management platform.

Learn
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
ToDo

Collaborative task management for individuals and teams.

ToDo
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
FREE
PDF Editor

Collaborative online PDF editing tool.

PDF Editor
 
Suites
Workplace

Application suite built to improve team productivity and collaboration.

Workplace

Human Resources

 
People

Organize, automate, and simplify your HR processes.

People
 
Recruit

Intuitive recruiting platform built to provide hiring solutions.

Recruit
 
Expense

Effortless expense reporting platform.

Expense
 
Workerly

Manage temporary staffing with an employee scheduling solution.

Workerly
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Shifts

Employee scheduling and time tracking app.

Shifts
 
Sign

Digital signature app for businesses.

Sign
 
Suites
People Plus

Comprehensive HR platform for seamless employee experiences.

People Plus

Security and IT Management

 
Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

Directory
 
FREE
OneAuth

Secure multi-factor authenticator (MFA) for all your online accounts.

OneAuth
 
Vault

Online password manager for teams.

Vault
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Toolkit

Complete resource for any admin-related lookup queries.

Toolkit
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
Assist

Remote support and unattended remote access software.

Assist
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA

BI and Analytics

 
Analytics

Modern self-service BI and analytics platform.

Analytics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep
 
NEW
IoT

Harnessing IoT analytics for real-time operational intelligence.

IoT

Project Management

 
Projects

Manage, track, and collaborate on projects with teams.

Projects
 
Sprints

Planning and tracking tool for scrum teams.

Sprints
 
BugTracker

Automatic bug tracking software for managing bugs.

BugTracker
 
NEW
Solo

The all-in-one toolkit for solopreneurs.

Solo

Developer Platforms

 
Creator

Build custom apps to simplify business processes.

Creator
 
Flow

Automate business workflows by creating smart integrations.

Flow
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA
 
NEW
Apptics

Application analytics for all apps.

Apptics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
NEW
IoT

Build, deploy, and scale IoT solutions for connected businesses.

IoT
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep

IoT

 
NEW
IoT

Low-code IoT platform and solutions for connected businesses.

IoT

Search Result

 
CRM Plus

Unified platform to deliver top-notch customer experience.

Try now
CRM Plus
 
Service Plus

Unified platform for customer service and support teams.

Try now
Service Plus
 
Finance Plus

All-in-one suite to manage your operations and finances.

Try now
Finance Plus
 
People Plus

Comprehensive HR platform for seamless employee experiences.

Try now
People Plus
 
Workplace

Application suite built to improve team productivity and collaboration.

Try now
Workplace
 
Marketing Plus

Unified marketing platform for marketing teams.

Try now
Marketing Plus
 
All-in-one suite

Zoho One

The Operating System for Business

Run your entire business on Zoho with our unified cloud software, designed to help you break down silos between departments and increase organizational efficiency.

TRY ZOHO ONE
Zoho One
Zoho Marketplace

With over 2000 ready-to-use extensions across 40+ categories, connect your favorite business tools with the Zoho products you already use.

EXPLORE MARKETPLACE
Marketplace
Skip to main content

Strata cuts down ticket resolution time by 50% using Zoho Desk

Gerald Julius NoronhaSenior Manager, Client Success, Strata

Overview

Strata leverages both Zoho Desk and CRM extensively to automate business processes and maximize employee efficiency.  

The company

Strata is a commercial real estate investment company that provides lucrative assets for their clients. Aiming to create a transparent and paperless ecosystem for real estate investors, they embrace data-driven technology to create more successful investment strategies. In 2019, the founders came up with the idea of fractional ownership to democratize the commercial real estate sector and provide more value for investors.  

The challenge

Strata's customer success team began with only two members. Initially, all questions and requests were routed to them through the investment managers. The process became more challenging as the company began to scale up. The team grew, and they needed a more disciplined approach to organizing and responding to queries. They also wanted to focus on enhancing their customer experience.  

The team tried several different approaches, but it remained a challenge to consistently monitor and accurately tag the emails flowing in. Initially, they started using the personal email inbox, but the process became a hassle, making it more challenging for the team. Management was concerned about keeping track of the requests coming in and the potential for errors caused by tracking metrics manually.  

The solution

Since Strata was already using CRM, the team was interested in exploring Zoho Desk. They also evaluated Zendesk before making a decision. The team ultimately chose Zoho Desk due to its integration capabilities.  

"The integration seemed much easier in terms of just understanding who the customer is since most of our data was already there in CRM," said Gerald Julius Noronha, senior manager, client success at Strata.  

Webforms

With Zoho Desk's Webform, there is a convenient way for Strata's customers to swiftly raise any questions or concerns. Instead of navigating to their inbox and drafting a complete email, they can easily create a ticket with just a click of a button directly from the website. This enables them to input all the necessary information, and the request is then sent to the team for a prompt response and resolution.  

Custom functions

Keyword-based classification: Strata created keyword-based classification for their ticket management process. This customization ensures that relevant team members are automatically assigned tickets based on the keywords, eliminating the need for constant manual monitoring of the queue. This enhancement has significantly streamlined Strata's workflows.  

Status column customization: Within Zoho Desk, the customer success team created the "on hold" column to learn where the tickets are on hold, whether the ticket is with the tech team, legal team, finance team, or other internal teams. This customization enables the management team to communicate effectively and understand the status of tickets that are awaiting action from specific teams.  

This information is also a valuable source of data-backed insights that have proven immensely helpful in measuring ticket resolution times and related metrics to ensure effective oversight of Strata's teams. With visibility into the company's workflows, management can identify issues and provide targeted support to improve service levels for clients.  

Service-level agreements (SLAs)

Zoho Desk's SLA rules and automation help Strata meet its customer service commitments. If a ticket remains unassigned for two hours, it triggers an SLA workflow. If a ticket is not addressed within eight business hours, it automatically escalates to priority level one, alerting the manager and thus, ensuring a timely response and resolution process.  

Dashboards

The team uses a general dashboard to check key metrics like first response time and resolution time per user. They've also created specialized dashboards to understand how long it takes for different teams to handle tickets and examine tickets with different classifications and sub-statuses. They review these relevant statuses mostly on a weekly and monthly basis, enabling them to monitor trends and enhance their ticket management processes.  

Integration With Zoho CRM and third-party apps

Strata has integrated Zoho Desk with Zoho CRM to retrieve a customer's information from CRM whenever they raise a ticket within Zoho Desk. Strata has also integrated Zoho Desk with Gupshup, a conversational chatbot application, and WhatsApp to communicate effectively with their prospects and customers.  

Benefits and ROI

Zoho Desk adoption rate

The Strata team found Zoho Desk straightforward and effective, enabling them to provide prompt support to clients. They tailored their training so it would take a maximum of one week for new users to get accustomed to the platform.  

Reduced resolution time

Using Zoho Desk, Strata has managed to reduce its average ticket resolution time by around 50%. Previously, the team could handle 50–100 tickets in eight hours. Now, they can accomplish the same workload within three to four hours.  

In comparison to our previous shared inbox system, where handling 50 tickets posed a risk of oversight, Zoho Desk has drastically reduced our resolution time by 50%. What used to take six hours can now be achieved in just three to four hours. The effectiveness and speed of our ticket resolution have significantly improved, putting us in a much better position. Zoho Desk has proven instrumental in streamlining our processes and enhancing overall productivity.  

Gerald Julius NoronhaSenior Manager, Client Success Team, Strata

Accuracy in metrics

Using Zoho Desk, Strata can accurately track the performance metrics they need to monitor. The management team can apply real-time information to make informed decisions and craft data-based strategies.  

  • Industry typeReal Estate
  • Employees51-200
  • Type of businessCommercial Real Estate

Looking forward

Strata is already using multiple Zoho products and looking forward to exploring more applications that will help them create a unified and well-integrated business ecosystem.  

Share Your Zoho Desk Success Story!

Complete a quick survey, and we’ll get in touch with you soon.

Submit your story