Zoho
Zoho CRM Plus with LINE & Telephony for SCG International
SCG International’s customer service was slowed by manual processes and fragmented channels. Zoho CRM Plus with LINE and telephony integration unified support and lifted efficiency by 23%.
+23%
Service efficiency
Omnichannel
LINE, phone & email
Unified
Customer view
ClientSCG International
IndustrySupply Chain & Logistics
ServiceZoho
The challenge
SCG International’s customer-service team was held back by manual processes, fragmented channels, and inconsistent quality — with limited visibility into customer interactions across email, phone, and messaging.
What we did
- Implemented Zoho CRM Plus as a unified customer-service platform
- Integrated LINE and telephony for true omnichannel support
- Deployed workflow automation to route and prioritize inquiries
- Built a knowledge base for faster, consistent answers
- Configured analytics and reporting for performance insight
The results
- 23% efficiency gain in resolving customer inquiries
- Faster responses through automation and prioritization
- A single, unified view of every customer interaction
- Consistent service quality across all channels
- Data-driven insight for continuous improvement
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