Winston Electronics: Transforming Customer Support at Scale
From manual emails to a fully automated, integrated helpdesk ecosystem
- Zoho Desk Implementation
- Customer Support Automation
- Ecommerce Support
- ShopifyI ntegration
- Customer Experience
- Support Automation
The Objective
Build a centralized support ecosystem — automated, integrated, and insight-driven.
Automated Ticketing
Smart creation & classification
Intelligent Routing
Percentage-based & round-robin assignment
Refund Workflows
Structured partial & full refund tracking
Real-Time Dashboards
Live reporting across all channels
Solution Delivered
Zoho Desk + Shopify + Knowlarity — a fully automated helpdesk ecosystem.
Email-to-Ticket Automation
Instant acknowledgments & auto-classification by Delivery, Product, or General
Shopify Order Sync
Auto-fetch order & product details directly into every ticket
Telephony Integration
Knowlarity calls auto-create tickets with full context
SLA & Escalation Engine
Automated workflows with refund tracking & legacy data migration
Reporting & Dashboard Framework
Real-time visibility into every dimension of support operations.
Ticket Volume & Categories
Total volume with breakdown by type
Agent Performance
Resolution time & workload per agent
Backlog Monitoring
Track open tickets & aging queues
Call-Based Analysis
Telephony ticket trends & outcomes
Refund Summary
Partial & full refund tracking
Customer Satisfaction
Live CSAT metrics & feedback
Results & Business Impact
|
Metric |
Before |
After |
|---|---|---|
|
Ticket Tracking |
Manual Emails |
Centralized System |
|
Order Visibility |
Not Available |
Auto-Fetched in Ticket |
|
Duplicate Tickets |
Frequent |
Auto-Merged |
|
Refund Monitoring |
Manual |
Structured Workflow |
| Agent Performance | No Tracking | Real-Time Analytics |
| Reporting | Excel-Based | Automated Dashboards |
| Call & Email | Separate | Unified Platform |
40–60%
Less Manual Effort
2×
Faster Resolution
100%
SLA Visibility
A Scalable Foundation for the Future
Winston Electronics transformed from manual operations to a fully automated, data-driven helpdesk — ready for AI adoption and multi-channel expansion.
Streamlined Ops
Unified daily workflows
Scalable Infrastructure
Built for growth
AI-Ready
Future-proof platform