Case Study: Lakeside CNC Group automates repair management and improves visibility with Zoho Desk

Lakeside CNC Group discarded spreadsheets and automated the repair management process with Zoho Desk

Lakeside CNC Group, a company specializing in the repair of FANUC CNC products, faced significant challenges as it scaled. They were relying on spreadsheets and email for managing customer requests and repair tracking, which resulted in poor transparency and inefficient communication. Their initial attempt to automate this process with SIMMS software failed due to its inflexibility. Seeking a new solution, they turned to vendor Zoho for its Zoho Desk customer service platform.

The solution from Zoho, implemented with help from a partner, involved using Zoho Desk to automate and centralize their repair management. This provided the team with complete visibility into workloads and repair statuses. A major result was the integration of Zoho Desk with their website, which created a self-service portal for customers to check order statuses. This significantly reduced the number of status inquiry calls to the repair department, freeing up staff time and eliminating the need for CEO micromanagement of approvals.

Lakeside CNC Group

Louis Castellano

CEO and Founder