How an ISP uses Zoho One to improve outcomes
Thomas Wieberneit
Management Consultant, Technology Analyst, Podcast Host, Startup Advisor
During the truly remarkable (pun definitely intended) TrulyZoho event I, of course, had the chance to talk to some customers. One of these customers was Amit Rai of Tata Fiber, an Indian ISP. As the name suggests, Tata Fiber provides internet services through fiber. The company was founded in 2016 and started commercial rollout in 2018, so is a kind of start-up.
Amit is the Chief HR Officer of Tata Fiber, but also led their digital projects and is now heading business development for the company.
He happily agreed to a conversation about the relationship between Zoho and Tata.
The following article is based on the conversation with Amit.
TL&DR
If you do not want to read and prefer a video, you can also listen in to the conversation.
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The original problem at hand
We started in 2019 with HR management, in particular with Zoho people, as a solution in this functional area was needed. The implementation gave us confidence in Zoho and our implementation partner. From there on we implemented additional Zoho apps. We started on the call center as the agents needed to work with and toggling between? a multitude of screens when working with a customer to resolve issues. The agents in parallel needed to talk to the customer, making sense. Of course, the quality of the conversations suffered from this and the conversations got longer. Longer conversations are a cost to us.
Why Zoho?
The original implementation gave us a good confidence in Zoho. This was not only because of the product but also because of the responses from the Zoho organization and the implementation team, the way they responded to changes that we wanted.
?When we were exploring the implementation of solutions for additional business functions we also happened to talk to Zoho’s head of enterprise sales. I talked to him about a lot of different business cases and business problems that we were facing and found meaningful to address. He responded that these could be solved with the help of the Zoho One suite. For the overall implementation we used different partners, one for Zoho People and another for Zoho One, as we needed more Creator and CRM expertise.