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Case Study: Invest India & Startup India using Vision Helpdesk

About Invest India:

Invest India is the National Investment Promotion and Facilitation Agency of India and acts as the first point of reference for investors in India.

As the national investment promotion and facilitation agency, Invest India focuses on sector-specific investor targeting and the development of new partnerships to enable sustainable investments in India. In addition to a core team that focuses on sustainable investments,

Invest India also partners with substantial investment promotion agencies and multilateral organizations. Invest India also actively works with several Indian states to build capacity as well as bring in global best practices in investment targeting, promotion and facilitation areas.
Invest India, set up in 2009, is a non-profit venture under the Department for Promotion of Industry and Internal Trade, Ministry of Commerce and Industry, Government of India.

About Startup India:

Startup India is an initiative of the Government of India. intended to build a strong eco-system for nurturing innovation and Startups in the country that will drive sustainable economic growth and generate large scale employment opportunities. The Government through this initiative aims to empower Startups to grow through innovation and design.

Customer Support System Previously used:

Traditional email and Open source Help desk tool

Organization Type:

Government Organization of India

Issues faced in the Previous system:

  • Lack of prioritization led to important issues being delayed.
  • They found it difficult to manage Repetitive tasks
  • Lack of ticket tracking mechanism made it time-consuming to search for a ticket.
  • Inadequate reports / Custom reports made decision making slow.
  • No SLA record led to delayed responses.
  • Unstructured follow-up mechanism led to missing crucial clients.
  • Inability to obtain feedback from customers.
  • Manual management of customer bookings was a tedious task.
  • Lack of customized dashboard for staff and admin.
  • Limitation in Workflow Automation.
  • Log in to multiple software to manage each organization separately. (eg: Make in India, Startup India, etc).

Product with Vision Helpdesk:

Satellite Helpdesk to manage Multiple Companies.

How Vision Helpdesk helped enhance the customer support for an Indian Government organization like Invest India & Startup India :

Graphical Dashboard: A Dashboard is a place where the staff gets to see an overview of all the modules. We have customized the graphical dashboard for Invest India as per their requirement.

Additional fields were required by Invest India while gathering crucial additional fields from the end-user. Modification of the fields has been done as per the requirement of each organization.

Social Media Integration: In an attempt to enhance and ease their social media management, we have provided Invest India with twitter integration. The queries posted on twitter can be managed within the Helpdesk.

Multi-Domain /  Company Management: An organization of this scale has to manage multiple domains with crucial care. The working of the Vision Helpdesk tool has been customized as per their multiple domains. This was a crucial feature as it allowed the Indian government to manage their multiple brands and schemes under one help desk.

Reporting and Analytics: Management requires reports to measure overall performance. We have provided the reports to Invest India as per the required provision to fetch data as per their requirement.

Proper Work Distribution: Work Allocation and Distribution was seen to be the most time-consuming part in a traditional organization. We have provided Invest India with the round-robin feature for equal distribution of work to staff members.

Email Alerts: Invest India had the challenge to notify staff members across the different states ASAP for new incidents. We helped them configure Email Alerts to notify staff members for incidents as per the States they are working for.

Rating and Feedback: Invest India required that the ticket reply given to end-users should be verified by taking their rating and feedback. At Vision Helpdesk we have Automations rules setup to take feedback from clients whenever a ticket is closed.

Quick Sorting: Imagine having thousands of queries come in on a daily basis. We at Vision helpdesk offer customized filters for easy and efficient sorting.

Incoming and Outgoing Emails: A quick and efficient email system is crucial for the success of the customer support of an organization of the size of Invest India. We have configured their Email queues and SMTP as per the domains.

Knowledgebase Management: The idea behind a Knowledgebase is to kill a query before it becomes a ticket. Information is shared in Knowledgebase to answer the queries of the end-user. We have provided the “Solutions” feature to add FAQ’s for the end-user.

Time Saving for Staff: Level 1 queries are the most common and frequent ones. We have offered Invest India with the option of Predefined replies / Macros where the staff can reply to the client in a few mouse clicks.

Data Gathering: We have Provided Invest India with the option to fetch data for the tickets generated from their website.

Available API’s: API is the link to connect with other software. Vision Helpdesk has API’s made available to integrate with the main websites of the organization.

EMail Alert for staff: Automailers are configured in Vision helpdesk through Automation rules for new tickets to staff members.

System Automation: We understand the cruciality of Automation in the system. We have therefore provided with Workflows and SLA feature to automate and provide enhanced end-user support.

Safety and Security: We at Vision helpdesk understand the importance of security and therefore make sure that Database backups are maintained for Invest India on a daily basis.

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Vision HelpdeskCase Study: Invest India & Startup India using Vision Helpdesk
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