Rapid Zoho Desk Implementation for Crypto Asset Service Provider 

16/09/25 09:41

A regulated Crypto Asset Service Provider offering forex, digital assets, OTC trading, and alternative investments was experiencing increasing challenges in managing a high volume of client queries. The absence of a centralised support platform hindered SLA compliance, slowed response times, and limited management visibility.

Both& implemented Zoho Desk within two weeks, providing a tailored support solution that streamlined ticket management, improved SLA oversight, and introduced robust reporting capabilities. The result was faster ticket resolution, clearer communication, and greater client confidence in a fast-moving, highly regulated market.

Problem Statement & Key Challenges

As the company’s client base grew, its support operations struggled with inefficiencies and inconsistent service delivery. Key challenges included:

  • Fragmented support process – Queries spread across multiple systems with no unified tracking.
  • Limited SLA oversight – No automated compliance monitoring, increasing the risk of missed targets.
  • Lack of visibility – Managers had no real-time insight into workloads, performance, or recurring issues.
  • Customer experience gaps – Response times and communication lacked consistency.
  • Ineffective reporting – Manual, time-consuming reporting limited data-driven improvements.

The lack of real-time, decision-ready data meant teams often responded reactively, without confidence in the information available.


Both& conducted a structured assessment of the company’s support environment through workshops and process reviews. The aim was to understand root causes rather than simply replace existing tools. The evaluation revealed gaps in ticket tracking, performance monitoring, and reporting, as well as misaligned workflows. Aligning these findings with the company’s growth objectives, Both& identified Zoho Desk as the best-fit solution to deliver measurable efficiency improvements and enhance the customer experience.

Proposed Solution

Both& recommended a rapid Zoho Desk roll-out, leveraging the platform’s native features and focusing on two critical success factors:

  • Rapid Implementation – Essential configuration of ticket categories, SLA rules, automations, and reporting dashboards.

  • Rapid User Adoption – On-site training sessions where agents simulated workflows, explored system features, and shared learnings to ensure immediate confidence and adoption.

This approach ensured the solution was not only implemented quickly but also embedded effectively into daily operations.

Result

The company gained a centralised support platform delivering:

  • Faster and more consistent ticket resolution.
  • Clear visibility into agent performance and workloads.
  • Automated SLA compliance tracking.
  • Real-time reporting dashboards for data-driven decision-making.
  • Improved customer experience through quicker responses and consistent communication.


Overall, the project strengthened client trust, enhanced operational efficiency, and positioned the company to scale its support services effectively in a dynamic, regulated industry.