About Client:
Lalamove is the strategic partner for businesses of all sizes to solve their last-mile delivery issues. From independent brick-and-mortar stores to large restaurants, retail chains, and eCommerce businesses, Lalamove helps enterprises from a wide array of industries to scale and outsource their deliveries according to their needs. Today, Lalamove operates in over 20 markets, connecting over 7 million customers with a pool of over 700,000 driver-partners.
The Challenge: Managing multi-level complaints
At Present, Lalamove has around ten markets and needs to store the city-wise data and their different inputs.
Lalamove has multi-level complaints. Based on them, they need to store different inputs. For example, objections based on the driver, customer, or platform like any damage on delivery, fight between driver and customer, loss of material, severe harassment, serious threatening accident, etc.
They used Google form to get complaints and integrated it with Zoho Desk to create tickets with minimalistic data to manage these complaints.
They encountered several challenges when implementing this approach since they required greater customization and dynamic modifications on each complaint selection as well as each city, depending on their problems. They also needed to allow specific teams to view the data based on their market.
The Solution: Safety Incident Management App
To solve this problem, we suggested Zoho Creator to store the data online. We created the page in the creator that shows all cities on that page where they can select any city. Based on city selection, it opens the city-related form with dynamic details.
Once the data is submitted, it notifies the relevant market persons and creates the ticket in Zoho Desk.
We created a bidirectional integration between Zoho Creator and Zoho Desk so that any changes made in either Zoho Creator or Zoho Desk would automatically sync to both ends.
Some Zoho Creator users did not have Zoho Desk authorization, so they could not access what was going on on Zoho Desk. We created a page to display all Zoho Desk correspondence, which users could readily see in Zoho Creator with timestamps and attachments. Through Zoho Creator, users could also access customer communication as well as private comments made by the internal team on Zoho Desk.
Moreover, we made criteria-wise closing the ticket. Anyone who updates the criteria in Zoho Creator automatically closes the ticket.
We also made validations, where Only Valid Lalamove emails can use that form to submit the data.
The End Results:
With Zoho Creator, managing multi-level complaints and storing data online process became much more accessible and customized when compared to the Zoho Desk.