VNG Cloud is a member of VNG Corporation, which is emerging as one of the leading cloud computing solution providers in Vietnam. With the mission of providing advanced and effective information technology services, VNG Cloud constantly innovates and improves its products to meet the increasing demands of the market.
Before seeking the optimal solution, VNG Cloud experienced many difficulties in choosing a customer relationship management (CRM) and customer service application. They tested many different systems but did not achieve the expected results. The applications they used lacked the necessary features and could not meet the high requirements of the organization.
Specifically, VNG Cloud needed a system that could flexibly integrate between different applications and working teams. They wanted a solution that allowed the smooth and synchronous transmission of information between departments. In particular, the requirement of personalizing systems to meet the specific needs of the business is also an important factor that they look for. Therefore, the solutions available on the market cannot meet their expectations.
In order to solve the challenges of managing customer relationships and support services, VNG Cloud decided to cooperate with i3 Network Systems to apply the Zoho Flow solution which allows them to integrate two important applications, Bigin and Zoho Desk.
Bigin, as a customer relationship management (CRM) application, helps the sales team track and manage customer interactions effectively. Bigin’s friendly interface and customizable features allow employees to easily take notes and track sales opportunities.
In parallel, Zoho Desk was deployed to improve the quality of customer support services. This system provides support ticket management capabilities and helps the customer care team track and handle customer requests quickly and effectively. Features such as ticket classification and performance reporting in Zoho Desk ensure that all requests are recorded and resolved promptly.
The highlight of this solution is the ability to automate workflows through Zoho Flow. When the sales team updates information in Bigin, Zoho Flow automatically creates a new support ticket in Zoho Desk. This support ticket will contain all the necessary details that the customer care team needs to serve the customer quickly and effectively.
Integrating Zoho Flow into VNG Cloud’s workflow has brought significant benefits, helping to improve the performance and productivity of the staff. Firstly, the automation of the process has saved valuable time for both the sales and customer service teams. Instead of having to perform manual steps to create support tickets, employees can now focus on more important tasks, thereby improving work efficiency.
In addition, eliminating manual processes has also contributed to reducing errors in data entry. Thanks to the ability to synchronize information in real time between Bigin and Zoho Desk, data is updated accurately and promptly, helping the customer service team have full information to serve customers in the best way. This not only improves service quality but also builds trust with customers.
In addition, with the ability to generate more detailed and accurate reports, VNG Cloud can help to make better business decisions. Integrated data helps business leaders grasp the operating situation of departments more clearly, thereby identifying areas that need improvement and development.