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

Lakeside CNC Group discarded spreadsheets and automated the repair management process with Zoho Desk

Louis CastellanoCEO and founder of Lakeside CNC Group, Ltd.

Overview

Lakeside CNC Group, Ltd. leveraged Zoho Desk to redesign its repair management system and increase data visibility within the organization.  

The Company

Lakeside CNC Group, Inc. is renowned in the repair and maintenance industry for FANUC CNC products. Its team of experienced professionals analyze electrical and electronic equipment to provide solutions to customers in manufacturing and other industries. Founded in 2009, Lakeside CNC Group is committed to providing quality services for the repair, purchase, and exchange of products.  

The challenge

Lakeside CNC Group began its journey as a small repair shop with two employees. Today, it operates high-workload simulators with the help of CNC technicians and engineers. As the business scaled, Lakeside CNC Group had to leave behind the solutions it had once relied on, because the technology could not keep up with the company's growth.  

Lakeside CNC Group was using spreadsheets and other basic IT tools. It kept a record of customer questions and requests in spreadsheets and responded to customers via email. Even internal communication took place through phone calls and emails, making true transparency difficult to achieve.  

In addition, the team struggled to document the details of every repair in an organized manner. As a result, stakeholders were not aware of the progress and status of their repairs. To address these issues, Lakeside CNC Group decided to automate the entire customer support process, repair status management process, and more.  

Initially, the company went with SIMMS by KCSI Inc., but the Windows-based application had limited and inflexible features. It could not help the company improve its customer experience or maintain repair data in one place. For every customization, the Lakeside CNC Group team had to seek help from a developer.  

The Solution

Eventually, the company decided to retire the SIMMS application and look for a new solution that was affordable and easy to implement. It considered a few options, such as Zoho Desk, Salesforce, and Hubspot, and implemented the trial versions for basic business processes. Ultimately, the company chose Zoho One for its low pricing and intuitive user interface. Lakeside CNC Group subcontracted implementation and customization of Zoho to United Parts of Chicago, Zoho's authorized partner, who made their customer happy with their extraordinary support.  

It was a tough job. Like I said before, our processes are completely different from the ones that the implementation coordinator might expect in the more common businesses, such as retail or customer electronic repair. Dmitry Skylark of United Parts of Chicago did a good job with implementation.  

He even managed to change our corporate mindset, and we had reshaped many of the ways we were interacting with the customers before. You know, it is easy to deal with the solution from the books, but when it comes to real-life business, you have to deal with the people more than with the software. So Dmitry did both of the parts.  

Louis CastellanoCEO and Founder, Lakeside CNC Group, Ltd.

Zoho Desk is part of the Zoho One suite of products and is used extensively by Lakeside CNC Group for repair data management and customer service. Since choosing Zoho Desk as its repair management solution, Lakeside CNC Group's management has gained greater visibility into its employees' daily workloads. The order queue is now streamlined, and the repair status of every customer's equipment is transparent to all team members involved in the process. The team has integrated Zoho Desk with Zoho CRM, WordPress, Zoho Inventory, and Zoho Books.  

Zoho Desk's self-service portal helps Lakeside CNC Group's customers find information related to repairs and service, without manual inputs from the Lakeside team.  

Benefits & ROI

The company's website is now integrated with Zoho Desk, so customers can check the status of their repair orders remotely by entering their order numbers into the website's Order Tracker. That integration significantly reduced the number of phone calls to the repair department, freeing up more time for the reception desk to serve new requests.  

Honestly, I was very skeptical about Zoho at the very beginning. I was disappointed by the SIMMS software, and I did not expect that Zoho would be SO different. Now, I can’t imagine running my business without Zoho Desk.  

Back in the day, I was the only person in the company who could make a price decision or approve a repair. Now, the micromanagement is gone. Who wouldn't be happy about that?  

Louis CastellanoCEO and Founder, Lakeside CNC Group, Ltd.
  • Industry typeFANUC Repair Service
  • Employees11-50
  • Type of businessB2B

Looking forward

Lakeside CNC Group has integrated Zoho Desk with its website to manage customer requests and resolve issues swiftly. The company is looking forward to exploring more new features of Zoho Desk.  

Share Your Zoho Desk Success Story!

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

Submit your story