Nexabit Technologies
Hyderabad·IT & SaaS
⚠️The Challenge
A B2B SaaS company with 200+ clients managing support tickets over email and Freshdesk. SLA breaches were frequent, CSAT was not being tracked, and leadership had no visibility into support load by product module or agent.
🔧The Solution
Migrated to Zoho Desk with tiered SLA policies mapped to client tier and product criticality. Automated ticket routing configured by product module keywords. Agent workload balancing enabled. Zoho Analytics dashboard built for weekly support reviews — showing SLA performance, agent productivity, and ticket volume trends.
📈The Results
SLA breach rate
Fell from 34% to 6% within 90 days
CSAT score
4.6/5 in the first tracked quarter
Support headcount
Held flat despite 40% client growth
Leadership visibility
Weekly dashboard — from zero
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