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Client: an Egyptian electronics manufacturer
An electronics manufacturer in Egypt tracks warranty status and full repair history for more than 10 device models on one Zoho system — CRM, Books and Desk — used by a support team of over 50, implemented in 4 weeks.
A manufacturer of electronic devices does not stop being responsible for a unit when it ships. This client had the sale in one place, stock in another, and warranty history mostly in people’s heads. An agent on a call could not quickly answer the two questions that decide it: is this unit still under warranty, and what has already been done to it.
At a support team of more than 50 people, that gap is not an inconvenience, it is the operating model. The answer depended on which agent picked up, and every escalation started by rebuilding a history that should already have existed.
We implemented Zoho CRM, Books and Desk as one connected flow. The customer, the device, its warranty period and every ticket ever raised against that unit now sit on the same record, across more than 10 device models, with stock and invoicing running off the same data. The unit has a history that belongs to the company rather than to whoever handled it last.
What the system covers
- Warranty status visible on every unit
- Full repair history tied to the device, not the agent
- Support tickets linked to the customer and the unit
- Stock and invoicing on the same records
- Service history preserved across escalations
Built with
- Zoho CRM
- Zoho Books
- Zoho Desk
- Zoho Inventory
If your support team is rebuilding a device's history on every call, the fix is one record rather than a faster process. Tell us how your after-sales flow works today.