Case Study: Mitrefinch achieves 20% higher customer satisfaction with Zoho Analytics

Mitrefinch increases customer satisfaction scores by 20% using Zoho Analytics

Mitrefinch, a global HCM software provider, faced a challenge in analyzing complex customer support data from multiple sources, including Zoho Desk, Salesforce, and in-house databases. Their initial tools, Microsoft Excel and Power BI, were inadequate for integrating and blending this data to gain the deep insights needed to improve their customer experience strategy.

By implementing Zoho Analytics, Mitrefinch seamlessly integrated its data sources to create insightful dashboards and reports. This solution provided by Zoho Analytics led to a 20% increase in customer satisfaction scores, from 60% to 80%, and reduced first call resolution time from 20 hours to just 7 hours, achieving 100% transparency in their support metrics.

Mitrefinch

James Bell

Customer Experience Director