Case Study: Hola Weddings
Hola Weddings is a team of niche destination wedding planners. Based in Mexico with a team of less than 50 employees, they specialize in weddings in Cancun, Los Cabos, Riviera Maya, Playa Mujeres, Costa Mujeres as well as certain hotels for destination weddings in Costa Rica.
The Problem
Hola Weddings takes in hundreds of Zoho Desk Tickets daily, as they use Zoho Desk to interface with both existing clientele and new inquiries, as well as automated emails from external service providers for their Destination Wedding services.
Issues arise as emails can be sent from a similar source, but require segregation based off the contents of the email, and that requires a custom solution to sort the emails in a way that reduces the need for manual intervention.
The Solution
We built a custom function within Zoho Desk that examined the contents of the emails, in addition to running various logic checks based off the requirements of the client to ensure that Desk Tickets are assigned appropriately to the right Person-in-Charge, or automatically closed.
The Outcome
Jeff, the founder, and his team are now able to focus on attending to Desk Tickets that require attention, as team members get automatically assigned Desk Tickets according to the logic that was built out in the function, thus reducing time spent on deciding the owner of a Desk Ticket. This improved their overall efficiency in attending to clients and reduced the turnaround time on each request.