Omnichannel Support and Marketplace Sync for Urban Retail Collective
A multi-marketplace retailer replaced a shared support inbox with a ticketed helpdesk connected to live order data.
First-response time down from 14 hours to 40 minutes
Urban Retail Collective (sample)
Delhi, India
Zoho Desk & Inventory implementation
8–10 weeks, four phases
Client overview
Urban Retail Collective sells home and lifestyle products through its own storefront and several online marketplaces, handling several hundred customer contacts a week.
Business challenges
Support agents could not see orders, and orders lived in four different places.
- Every customer email landing in one shared inbox with no ownership
- Agents switching between marketplace portals to check an order
- No SLA, no categories, no reporting on response times
- Repeat questions answered from scratch every time
What they needed
- A ticketed helpdesk with ownership and SLAs
- Order data visible inside the ticket
- Marketplace and storefront orders in one inventory view
- A self-service knowledge base for common questions
Our solution
Kelevo implemented Zoho Desk with email-to-ticket, SLA policies and categories, connected Zoho Inventory to the storefront and marketplace channels so order and shipment data appears inside each ticket, and published a customer-facing knowledge base.
Key features delivered
- Ticketed support with SLAsOwnership, priorities and escalation replacing the shared inbox.
- Order context in the ticketAgents see the order, shipment and payment without leaving Desk.
- Unified channel inventoryStorefront and marketplace stock in one Zoho Inventory view.
- Self-service knowledge basePublished answers deflecting the most repeated questions.
Business impact
40min
average first response
94%
of tickets within SLA
4
sales channels in one view
Agents stopped alt-tabbing between portals. The answer is in the ticket, so the reply goes out in minutes.
Sample Name
Customer Experience Lead, Urban Retail Collective
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