Zync had been using spreadsheets for managing customer support operations. With significant growth in business and rising competition, it started encountering operational and scalability issues in managing customer requests through disintegrated spreadsheets. This also led to other issues including:  

• Poor reliability of customer information  Inability to track the volume of incoming customer calls & their status at any point of time  
• Delayed complaint resolution due to lack of case status visibility – resulting in customer dissatisfaction & retraction