The ROI :
Within 6 months of implementation, the company saw a significant change in their sales and inventory management. Tracking the orders, mapping warranties, providing services and issuing replacements were all possible through a single platform. This saved more than 60% of their time thus improving the productivity rate exponentially. The thoughtfully curated features of the custom-made application in Zoho Creator provided them with an access to relevant data and accurate information thus helping them to make well informed decisions all the time.
Executive Summary :
Location of business: Ernakulam
Brief History of Business:
Making any space functional requires technology and it’s often hard to find the right fit to match our requirements in this constantly updating and dynamic industry. Infinity Traders brings the most updated electronic gadgets in all possible and available options for each of us to choose from and make our houses and workplaces more functional. They supply wide varieties of televisions and other electronic gadgets and appliances to various retail outlets near us.
Infinity Traders also facilitate installations of the appliances and takes care of the warranty services thus making our life easy. They focus on a holistic approach that thrives to constantly improve customer satisfaction by providing impeccable after sales services on time. Providing higher standards of quality services is their holy grail. “Our goal is to make the best quality products available to the customer in need at the right time. We want no customer to wait for their installation after making a purchase. We value their excitement and time, hence cannot afford to make them wait at any cost,” says Manju Ravindran, HR Head at Infinity Traders.
Problem Statement and Key Challenges:
The Challenges:
Serving the industry for more than a decade now, Manju had a clear idea on how to configure their inventory and supply chain management. They had their set their requirements clear, but unfortunately couldn’t find any system automation software which had everything they wanted at a single platform. Custom making a software as per their requirement was the next feasible option and that costed them a fortune.
Over time they had tried using MS Excel and other basic accounting and MIS software which were highly susceptible to human errors. Additionally, these applications lacked the flexibility of customization. They were in need of a platform which could carry out warranty management, ticket management, service agency management, payout calculation and asset replacements in a single window. Additionally, they wanted a customized technician portal and an analytical dashboard to look into the market stock reports.
As they started off to use Zoho Books for their accounting needs down the line, they knew the proficiency that Zoho offers to its customers. The search of finding the right balance between technological advancements and customization was quenched when Team Infinity Traders met Zoho creator and its endless possibilities of customization.
“Even after having a clear idea on what we want for Infinity Traders, we couldn’t find the right technology that help us customize our needs into features without making a hole in our pockets. All I want is a one stop solution for all our business needs,” said Manju Ravindran, the HR Head of Infinity Traders.
A Sneak Peek into the Evalutions Process:
Maintaining a user-friendly interface and clarity of actions were one of the major factors that was stressed by Manju during our meetings. The features that they require are a bit complex, but it would be effective only if a user is able to use the software effortlessly.
“Our focus is to create a software that can be used by technicians and sales executives whose technological know-how is not complex. We simply can’t afford to make a software that is complex and hard. It will spoil the whole purpose,” says Manju Ravindran.
It was essential for Infinity Traders to eliminate confusion and ambiguity thus making the software effortlessly easy. Other important factors while looking for a customizable option was to bring their vision into reality without compromising on the quality.
“The idea of customizing a new application through Zoho Creator showed us the endless possibility of technology and automation. For the first time since we started our quest to find a business automation solution, we felt like not asking for too much,” adds Manju Ravindran.
It was essential for Infinity Traders to eliminate confusion and ambiguity thus making the software effortlessly easy. Other important factors while looking for a customizable option was to bring their vision into reality without compromising on the quality. “The idea of customizing a new application through Zoho Creator showed us the endless possibility of technology and automation. For the first time since we started our quest to find a business automation solution, we felt like not asking for too much,” adds Manju Ravindran.
Proposed Solution
The Solutions:
The Warranty Management challenges were tackled by mapping with serial numbers. This feature allowed warranty configuration even from the spare part levels. Additionally, extending warranties for specific products are spare parts were also made easy.
The Ticket Management solutions were meticulously curated with a QR scanning option. The application will smartly detect the location of the customer who has raised the ticket and assign the same to the nearest service agency.
The Service Agency Management can now be done from different locations. The application will generate the payouts and push it through the Zoho Books account as expenses to be reimbursed.
The Payout Calculation is done based on the number of hours taken to provide the service. The system automatically analyses the distance between the service agency and the customer and calculates the payment as per the type and details of the ticket.
There is also a Technician Portal inbuilt in the application wherein the service agencies can assign the tickets to the technicians. The technicians will receive the notifications through their mobile application wherein they are provided with options to upload photos, update ticket status and request spare parts if needed.
Additionally, there is also an inbuilt Asset Replacement option that can be initiated for the product in which immediate repair is not feasible.
Above all of this, the management has an exclusive access to an Admin Dashboard wherein various analytical reports with real time values can be used to compare and contrast facts and figures to derive a conscious decision.
“They understood that our business needs a thoroughly curated and well-tailored solutions for our business and delivered exactly what we envisioned,” says Manju Ravindran.
Benefits and ROI
Infinity Traders were significantly benefitted with their upgrade to Zoho Creator. Their cost to benefit ratio were at a all time high of 1:4 among with 65% benefits were direct and 35% were indirect benefits. The overall time management process was efficient and the management had better view of the business analytical reports. The technicians were able to track their works better and the overall performance and consumer satisfaction spiked up.
“We are so happy with the level of customization options and features that Zoho offers. Currently, Zoho plays a crucial role in enhancing our overall productivity and customer satisfaction. We are excited to evaluate further options from Zoho to streamline our future automation needs,” says Manju Ravindran.