Case Study: Umbrella Infocare boosts agent productivity by 50% with Zoho Analytics

Umbrella Infocare improves its agents' productivity using Zoho Analytics

Umbrella Infocare (UIC), an Indian cloud services company, faced a challenge in analyzing the vast amount of data generated by its support and HR functions. This data was spread across multiple applications, making it difficult to gain centralized, end-to-end insights into agent productivity, customer satisfaction, and employee attrition. They needed a business intelligence solution that could integrate with their existing Zoho apps to create and share collaborative dashboards.

UIC implemented Zoho Analytics for its seamless integration with their Zoho ecosystem, including Zoho Desk and Zoho People. The solution provided deep operational and HR insights through dashboards tracking key performance indicators. As a result, Zoho Analytics enabled a 50% increase in agent productivity, provided greater visibility to identify SLA breaches and training needs, and facilitated collaborative analytics for over 30 users.

Umbrella Infocare

Kajal Hisaria

Head of Operations