Customer service teams strive to deliver fast, consistent, and reliable support to ensure satisfaction for each customer. Service Level Agreements (SLAs) help set expectations by clearly outlining the terms and conditions of the services for every customer.
However, when SLAs are activated manually for each new customer, the process can slow down support plan activation, introduce errors, and increase compliance risks, ultimately impacting customer satisfaction. This is where the integration between Zoho Desk and Zoho Contracts helps.
Zoho Contracts is a Contract Lifecycle Management (CLM) software, which streamlines every stage of the contract management process; from authoring to execution to post-execution management. By integrating Zoho Contracts with Zoho Desk via Zoho Flow, your customer is automatically onboarded in Zoho Desk for support services the moment an SLA becomes active in Zoho Contracts.
The challenges of managing SLAs manually : Traditionally, once an SLA is signed, your support team has to:
Create the customer's account in Zoho Desk.
Add their contact details manually.
Add the SLA and define the support plan.
This repetitive process isn’t just time-consuming but also prone to errors, especially when you’re dealing with hundreds or thousands of customers. A single error in any of the account creation steps could increase the ticket resolution times due to onboarding delays. It may also lead to breaches in contractual obligations.
Understand how the integration between Zoho Desk and Zoho Contracts works:
Integrate Zoho Contracts and Zoho Desk via Zoho Flow, and thereby automate the SLA creation process. Here are the steps:
Trigger event
An SLA in Zoho Contracts moves to the Active state.
Automated actions
An account is created in Zoho Desk using details from the contract (e.g., name, email, and address).
The SLA is automatically added, and the support plan is automatically selected for this account.
Result
The customer’s SLA becomes active in Zoho Desk from the moment the contract goes live. The support representatives can now respond to tickets according to the SLA and the associated support plan.
Benefits of this integration
With this integration, support teams can begin assisting customers immediately after a contract is signed, eliminating manual setup and save valuable time. Also, support teams save time by eliminating the manual onboarding tasks.
Let your support team focus less on setting up SLAs and support plans and more on delivering exceptional services. Set up this integration workflow for your team.
You can also explore this integration in Zoho Flow. If you need support to set up this workflow, feel free to request a demo from our team or get in touch with us at support@zohodesk.com
Comments