From Chaos to Clarity: How QCI Transformed Employee Support & Cut Resolution Time by 45%
Centralizing Employee Support with Zoho Desk & Zoho Forms to Drive Faster Resolutions and Higher SLA Compliance
Centralizing Employee Support with Zoho Desk & Zoho Forms to Drive Faster Resolutions and Higher SLA Compliance
Project Overview
Understanding the engagement
Client: Quality Council of India Industry: Public Service / Quality Accreditation Location: India Employees Served: 1,400+ Solutions Provided: Zoho Desk & Zoho Forms implementation, automation, SLA tracking, role-based access control, self-service portal, real-time analytics, and continuous after-sales support.
The Challenge
What our client needed to solve
The Quality Council of India (QCI), despite being the nation’s leading authority on quality standards, faced significant challenges in managing internal employee support. With over 1,400 employees spread across departments, support requests were scattered across multiple channels with no centralized system to track or resolve them efficiently. This led to frequent delays, missed escalations, lack of accountability, and poor visibility into overall performance. The absence of structured workflows, location mapping, and real-time analytics resulted in inefficiencies that hampered employee satisfaction and overburdened support teams.
Our Solutions
We implemented a comprehensive approach to address all challenges
Centralized Ticketing
All employee requests routed into Zoho Desk for unified handling.
Real-Time Dashboards
Instant insights into ticket volumes, agent performance, and resolution rates.
Automated Assignment
Tickets auto-routed to the right agent based on tower and department.
Role-Based Access
Clear task ownership and secured sensitive information.
SLA Rules & Alerts
Automatic tracking and reminders cut SLA breaches by 60%.
Self-Service Portal
Employees could now raise department-specific tickets without support intervention.
Smart Forms
Custom Zoho Forms captured exact locations, service types, categories, and even photos for better clarity.
Results & Benefits
Measurable improvements and lasting impact
60% Higher SLA Compliance
Automated escalations kept response times on track.
Future-Ready System
Scalable processes to support growth without adding workload.
Empowered Employees
Self-service portals reduced dependency on support teams.
45% Faster Resolution Time
Tickets closed quicker, boosting employee trust.
Better Decision-Making
Real-time dashboards enabled proactive management.
Zero Location Confusion
Exact tower/floor/room mapping eliminated delays.
Client Testimonial
What our client says about the project
“NuageCX didn’t just give us software they gave us control. Our employees now get faster, clearer responses, and our teams have the tools to resolve issues without chaos. This transformation has set a new benchmark for how we support our people.”
Conclusion
By partnering with NuageCX, QCI successfully modernized its internal support system. With Zoho Desk and Zoho Forms at the core, the organization achieved greater efficiency, transparency, and scalability. This transformation not only improved employee experience but also empowered QCI to set a new standard for operational excellence in public services.
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