Case Study: Clearwire Technologies improves citizen grievance handling with Zoho Desk

Clearwire leverages Zoho Desk to resolve people's concerns during the pandemic

Clearwire Technologies, a tech company based in Jammu and Kashmir, partnered with consultant Target Integration to address a major challenge for the local government. During the COVID-19 pandemic, the Srinagar District administration lacked the tools to efficiently handle a high volume of citizen grievances and bridge the communication gap with the public while everyone was in lockdown.

With the help of Target Integration, Clearwire implemented Zoho Desk to create a complete call-center solution. The Zoho Desk system automated the grievance process with IVR integration for ticket creation, SMS notifications for citizens, and SLAs to ensure timely resolution. This allowed the government to efficiently track and address thousands of complaints, with the number of real-time agents scaling up to 27 during peak periods to manage the workload effectively.

Clearwire Technologies

Wajahat Dewani

Founder/CEO