Executive summary
iSolutions Associates, a Kenya-based IT services company, was drowning in email-based customer support. Redian Software implemented Zoho Desk with custom routing rules, SLAs and automated workflows, then migrated all existing tickets and trained the support team end-to-end. Resolution time dropped 38.7%, staff morale improved, and customer satisfaction climbed measurably.
About the client
iSolutions Associates provides IT consulting and managed services across Kenya. Their support function was the day-to-day touchpoint with every client — and its limitations were starting to cap the business.
The challenge
Customer requests landed in shared email inboxes, with no priority, no SLAs, and no audit trail. Critical tickets slipped past deadlines, escalations were ad-hoc, and managers had no way to see where time was being spent. Customer trust was beginning to erode despite a skilled engineering team underneath.
- Ticket overflow from support emails flooding inboxes, making prioritization difficult
- Critical tickets missed deadlines, resulting in delayed responses and customer frustration
- Limited visibility into ticket status and progress caused confusion among staff and customers
- Disjointed communication channels hindered effective collaboration on ticket resolution
Our approach
Redian configured Zoho Desk to mirror iSolutions's actual support workflows — not the textbook ones. Routing rules, SLAs, custom fields and automation were tuned to the specific request types they saw daily. We migrated historical tickets so context wasn't lost, then ran adoption training across the support team. Ongoing optimisation kept the configuration evolving as the business did.
What we built
- Configured Zoho Desk with customized ticket routing rules, SLAs and custom fields
- Migrated existing ticket data smoothly from the legacy system to Zoho Desk
- Delivered comprehensive training to support team on Zoho Desk capabilities
- Provided ongoing support and guidance throughout and after implementation
Implementation
- 01Discovery — map actual support workflows, identify ticket types and SLA expectations
- 02Configure — Zoho Desk with custom fields, routing rules, SLAs and escalation policies
- 03Migrate — historical tickets and customer data preserved with context
- 04Train — end-to-end training for support, ops and leadership on the new platform
- 05Optimise — continuous tuning based on real ticket data and team feedback
Outcomes & impact
- 38.7% reduction in ticket resolution time
- Enhanced team productivity and improved staff morale through reduced workload stress
- Increased customer satisfaction scores via faster resolution and improved communication
- Automated workflows enabled streamlined collaboration and intelligent ticket routing
“We went from chasing emails to running a real support operation. Tickets get to the right person on the first try, SLAs are visible to everyone, and our customers can feel the difference.”
Head of Support
iSolutions Associates · Kenya
Technology stack
The platforms, frameworks and tools behind this engagement — grouped by role.
- CRM / ERP
- Zoho Desk
Why this matters
B2B IT services firms grow on customer trust. Once support quality cracks, the rest of the engagement follows. Most growing firms hit a stage where their support tooling — typically email + spreadsheets — becomes a tax on the business. iSolutions's transformation is what the next stage looks like.
What this unlocked
A shared support operation with real SLAs and visible analytics means leadership can grow the team based on data instead of intuition. Customers feel the difference — faster first response, fewer dropped tickets, clearer accountability.
Related expertise
Our Advanced Zoho Partner practice routinely lifts B2B services firms onto Zoho Desk + CRM + Books integrated stacks. See Solutech for a similar Kenya-based transformation.
Your story next
Have a similar challenge in it services?
Tell us about your platform, regulators and timelines. Real engineers — not just sales — will read what you send.
