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

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

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
 
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
 
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
 
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

Shiji Group Provides Enhanced Customer Experience with Zoho Desk

Kyle KurdleVice President, Global Service Delivery, Shiji Group

Overview

Shiji, the one-stop technology solution for businesses in hospitality, retail, food service, and entertainment, leverages Zoho Desk to provide seamless support to its customers.

About Shiji

Shiji began its exciting journey as the premier network system supplier in China. Since then, it has branched into hotel systems technology and become an outright software vendor.

Founded in 1998, Shiji is now a multinational hospitality industry leader, with further plans to expand throughout the global marketplace. Today, Shiji consists of over 5,000 employees and serves more than 91,000 hotels, 200,000 restaurants and 600,000 retail outlets in over 180 countries.

Around 56% of U.S. hotels, which is 37,000 hotels, use Shiji technology to provide an outstanding and modern experience to their customers. In Europe, Shiji serves 26,300 hotels, of which 51% are located in Paris and 52% in London. Shiji has also set its footprint in the APAC region to provide extraordinary support and service despite the difference in time zones.

The challenges of global expansion

In 2017, when Shiji wanted to extend its products and services beyond China, it looked to break away from the more restrictive customer service ticketing system that it was using for all its products as the system only supported a limited number of browsers and was not as scalable for global use.

In order to provide excellent support to all its clients across the globe, Shiji needed a ticketing system that would grow along with it and accommodate its future process needs. Shiji wanted this system to act as a reliable technology partner and support its journey at every step.

Shiji's evaluation process

Shiji considered all options on the market to find a newer and more modern technology solution. Zoho Desk was ultimately selected due to its usability and functionality with a reasonable price tag for products, implementation, and consulting.

A few reasons Shiji's decision makers were drawn to Zoho, include:

  • The company had already implemented Zoho CRM to run everyday operations.
  • The teams loved the support provided by Zoho Desk.
  • The Zoho Desk team provided requested customizations that were not on the list of existing customization options.

After due consideration, Shiji joined hands with Zoho Desk which was up and running in less than 8 weeks. Shiji now has 600 Desk users, which will likely increase with its plans to extend Desk usage to China and Hong Kong.

How does Shiji Group leverage Zoho Desk?

With Zoho Desk, Shiji operates multiple support channels and portals for different products.

With Zoho Desk, Shiji benefits from:

  • Automation

  • Workflows

  • Assignment rules

  • Notifications

  • Escalate

  • Service level agreements

  • Supervise

  • A self-service portal for customers in the knowledge base

  • Three different primary channels for email

  • The multi-brand help center

  • IVR

  • Multi-department ticketing

  • Email ticketing

"The ease of configuration sold us on selecting Zoho Desk. The fact that we could do most of it ourselves impressed our team, as we wanted to be able to maintain control and we were not subject to having ongoing consulting fees and other expenses. So, keeping our costs controllable became achievable."

Kyle Kurdle,Vice President, Global Service Delivery, Shiji Group

Customization

The Zoho Desk team provided Shiji with the ability to associate one contact with multiple accounts. Though Zoho did not support this feature initially, the team developed it specifically for Shiji so that one corporate contact could open, view, and manage tickets across all their sites.

Additional Automations

Shiji has grown its business through multiple strategic acquisitions. This presented a few challenges, as the acquired offices were accustomed to different software and processes. To make the adjustment to Desk easier, Zoho created additional automations as requested to allow for further innovation.

Effective integrations

Zoho Desk has been integrated with Zoho CRM, Zoho Analytics, BeyondTrust, Jira, and Zoho Campaigns. Shiji Group uses Zoho Analytics to get more insights and data from customer tickets and provides quick responses from the support team using Zoho Desk.

Custom functions

Shiji offers its services and products to more than 90,000 hotels, which makes it difficult to identify the owners of each ticket. To steer clear of confusion, it has created a custom function in Zoho Desk which pulls the regional and service office information from the account record and assigns it to the ticket so the associated support person can easily identify customers.

Another custom function prevents tickets from being closed by anyone other than the ticket owner.

Performance review process

Shiji mobilizes Zoho Desk, even when conducting performance reviews outside of Zoho. Using metrics from the dashboard, including the number of tickets closed and time spent on each, Shiji creates scorecards for each employee. The reports in Zoho Desk then help it address any performance issues discovered through this process.

"The support from Zoho has been excellent. We have been working with a couple of support people at Zoho who seem to know what we are looking for, and their responsiveness is great. We are happy to use multiple Zoho products, and we hope that Zoho Desk will continue to grow with us we meet our high ambitions of expanding significantly"

Kyle Kurdle,Vice President, Global Service Delivery, Shiji Group
  • Industry typeHospitality
  • Employees1001-5000 employees
  • Type of businessB2B

Final comments

Zoho Desk has been an ideal technology partner for Shiji, which has been experiencing fast growth and a changing work environment due to its increasing customer base. Shiji has many valued clients in the hospitality, food service, retail, and entertainment industries and continues to meet their needs by resolving customer tickets quickly and effectively through Zoho Desk.

Share Your Zoho Desk Success Story!

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

Submit your story