Wipro PARI: Eight Zoho Apps, One Platform — and a Reimbursement Cycle Cut from 15 Days to 3
The Challenge
Wipro PARI builds world-class robotics and automation systems. Its own business operations, however, still ran on spreadsheets and manual processes — with sales, service, HR and project data sitting in separate places:
- Support tickets tracked by email and Excel — requests went missing, with no SLA tracking and no clear accountability
- No real-time view of field engineers’ schedules, job status or location, and attendance still captured by manual punch-in
- Installations frequently ran over schedule because task ownership and milestones were unclear, with no system reminders for warranty and AMC maintenance
- Paper-based expense claims that delayed reimbursement, with no mobile submission or approval route
- Fragmented data and ad-hoc customer surveys, making consolidated reporting slow and feedback impossible to act on
The Solution
ITOTCloud Systems implemented the Zoho CRM Flex Plan, bringing customer service, field operations, project delivery, HR and analytics onto a single platform.
Customer service and sales — Zoho CRM + Desk
- A central database for leads, clients and contacts, with automated lead assignment and Blueprint-driven sales workflows
- SLA-bound ticketing with automated routing, multi-channel support across email, phone and chat, and a customer self-service portal
Field service and projects — Zoho FSM + Projects
- Scheduling and dispatch, live location tracking and job-status monitoring, with on-site reports synced back to CRM
- Gantt charts, task dependencies and milestone tracking for installations, with role-based access for engineering and project teams
HR and expense — Zoho People + Expense
- Biometric and mobile attendance tracking, digitised leave approvals, shift management and performance reviews
- Mobile expense entry with receipt uploads, policy-based validation and payroll integration
Feedback and analytics — Zoho Survey + Analytics
- Automated post-installation feedback with monthly CSAT tracking, linked back to CRM records
- Unified dashboards across sales, service, HR and finance, with drill-down reporting and trend analysis
The Outcome
| Area | Before | After |
|---|---|---|
| Customer service | Delayed responses, no SLAs | SLA-bound ticketing and 30% faster resolutions |
| Field operations | No live tracking or scheduling visibility | 100% job scheduling visibility and 25% faster task completion |
| Project management | Missed milestones, unclear accountability | Milestones met on time more than 90% of the time |
| HR efficiency | Manual attendance, delayed approvals | Fully automated attendance, leave and shift tracking |
| Expense control | Errors and delays in reimbursement | Reimbursement cycle cut from 15 days to 3 |
| Decision-making | Manual, delayed, fragmented data | Live dashboards with unified KPIs |
| Customer feedback | Unstructured or missing | Structured 360° feedback collected after every installation |
What the Client Said
“I am highly satisfied with the support and services provided by ITOT Cloud Systems. Their Zoho implementation knowledge is excellent, and they handled our requirements very professionally.
Special thanks to Abhishek Kulkarni for his outstanding support. His guidance was always prompt, clear and solution-oriented. He was proactive in understanding our business needs and supported us at every stage, ensuring smooth implementation and quick resolution of issues.
Overall, ITOT Cloud Systems delivered excellent service with strong technical expertise and reliable support. I would definitely recommend them as a trusted Zoho Partner.”
— Wipro PARI
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