Industry

Construction Materials Industry

Zoho Application

ASG India Case Study - Desk

ASG India (Architectural Surfaces) is a premium surfaces brand offering high-quality quartz and other architectural materials for residential and commercial spaces. With a strong focus on design, durability, and performance, ASG India partners with architects, designers, and builders to deliver elegant, long-lasting surface solutions for modern interiors.

The Challenge

The ASG India team wanted to streamline their sales support ticketing process to ensure faster response times, better tracking of customer issues, and improved overall support efficiency.

The Solution

To address this, we recommended implementing Zoho Desk as the central platform for managing all support tickets raised by the sales team and customers.

Benefits and ROI

Ticket Management & SLAs

  • Configured the Tickets module to capture all required request details.
  • Implemented SLAs based on ASG India’s defined response and resolution timelines.

Ticket Assignment Process

  • Set all new tickets to remain unassigned, allowing agents to manually pick from a common queue based on priority and availability.

Knowledge Base & Help Center

  • Built a structured Knowledge Base for FAQs and solutions.
  • Enabled a Customer Portal for customers to log in, raise tickets, and track progress.

Website Integration

  • Embedded the Zoho Desk ASAP widget into the website for:
    • Direct ticket submission
    • Easy access to the Knowledge Base without leaving the site

Looking Forward

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