Client: SIBCA
Industry: Technology, ELV, Fire & Security Solutions
Service: Zoho Desk Implementation & Configuration
SIBCA, a leading technology and systems integrator in the UAE, needed a scalable and unified platform to streamline customer service operations, improve ticket management, and standardize communication across departments. Their growing support volumes made it challenging to maintain consistency, efficiency, and visibility across teams.
To solve this, AGN IT Services implemented Zoho Desk, transforming SIBCA’s support operations with automation, templates, and structured workflows.
Before implementing Zoho Desk, SIBCA struggled with:
SIBCA needed a modern, scalable helpdesk solution that supported departmental structure, automation, and faster customer communication.
AGN designed a structured, template-focused Zoho Desk implementation that matched SIBCA’s operational workflow.
Key Modules Implemented
Department Setup
Custom roles, permissions, and departmental structure created.
Ticket Management System
Automated workflows
SLA configuration
Escalation rules
Streamlined ticket routing
Email Templates & Branding
Predefined communication templates
Automated customer response formats
Knowledge Base Setup
Categorized structure
Template-based articles
Centralized internal reference
Automation Templates
Blueprint-based follow-ups
Auto-assignment rules
Alerts, reminders & notifications
Reports & Dashboards
Prebuilt ticket analysis templates
Team performance visibility
1. Faster Ticket Handling
Automated workflows significantly reduced manual interference and boosted response time.
2. Consistent Communication
Branded templates ensured unified messaging across all customer interactions.
3. Streamlined Department Operations
Each department gained clear processes, rules, and controlled access.
4. Stronger Knowledge Management
The structured knowledge base empowered agents to resolve issues faster.
5. Improved Visibility & Decision-Making
Reporting templates gave managers real-time insights into performance, SLA compliance, and workload.
6. Scalable Setup for Future Expansion
Template-based structure allows new teams or processes to be added quickly.
Total Duration: 10 Business Days
Requirement Gathering & System Setup
Customization & Integration
Testing + Go-Live Support
Clear workflow design aligning with SIBCA’s operations
SIBCA now has a fully automated, centralized customer support system powered by Zoho Desk.
The organization benefits from faster operations, improved service quality, and a scalable system ready for future growth.
AGN IT Services LLC is IT services provider since 2003. Leading partner of Microsoft, AWS, ZOHO, Odoo. Complete End to End cloud technology, IT Solutions and IT Support.
Copyright Ⓒ 2025 “AGN IT Service LLC ” All rights reserved
AGN IT Services LLC is IT services provider since 2003. Leading partner of Microsoft, AWS, ZOHO, Odoo. Complete End to End cloud technology, IT Solutions and IT Support.
Copyright Ⓒ 2025 “AGN IT Service LLC ” All rights reserved
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