UPEX – Digitization and Superior Services for Customer Satisfaction
How UPEX (Tehnodent Maintenance SRL) transformed after-sales service management and customer support using Zoho CRM and Zoho Desk
The Challenge
Before partnering with Svennis, UPEX managed all support tickets through a patchwork of email inboxes and phone calls. There was no centralized ticket tracking system, which meant service requests regularly fell through the cracks. Response times varied wildly depending on which staff member picked up the request, and the team had no way to measure customer satisfaction or identify recurring equipment issues.
With warranty contracts, post-warranty services, and ad-hoc interventions all handled manually, UPEX was at constant risk of missing critical deadlines - like warranty expirations that could have been converted into service contracts. The lack of visibility made it impossible to deliver the consistent, proactive service their dental practice clients expected.
About UPEX
UPEX (Tehnodent Maintenance SRL) is a dental equipment supplier and trusted partner of dental practices in Romania, with over 9 years of experience in the field. The company imports and distributes state-of-the-art equipment and provides technical service both during and after the warranty period for all products sold.
As an organization that values process digitization and customer satisfaction, UPEX invested in the Zoho One suite to modernize its operations. The customer support system needed to be configured from scratch to support UPEX's promise of long-term quality service.
The Challenge
Before the project, UPEX was using Zoho CRM in a basic form under the Zoho One subscription, but there were still steps to take to achieve the desired efficiency. The main challenges identified were:
Complex after-sales service management
UPEX promises its customers prompt service and spare parts available for years, but previously there was no dedicated system to track the variety of service requests. The following needed to be managed:
- Warranty contracts (12/24 months for equipment sold)
- Post-warranty contracts (extended service after warranty expiration or for equipment purchased from other sources)
- On-demand interventions (ad-hoc service requests from customers without a contract)
- Periodic inspections (annual equipment checks and maintenance, required after warranty expiration)
- Coordination with external subcontractors for interventions in remote areas
Without a unified system, there was a risk of declining support quality and missing opportunities to proactively serve customers (such as proposing a service contract before a customer's warranty expires).
The Solution
To address these challenges, the Svennis Cloud Solutions team optimized Zoho CRM and implemented Zoho Desk, configuring customized processes for UPEX. The key solutions included:
1. Integrated Support System through Zoho Desk
We implemented Zoho Desk as the central platform for managing all service and customer support requests, with workflows adapted to different case types:
Warranty contract management
For equipment sold by UPEX, any new ticket in Desk automatically checks whether the equipment is under warranty (12 or 24 months, depending on the product). If so, the ticket is labeled as Warranty Intervention, receiving prioritization according to pre-established SLAs. The system sends internal alerts before a piece of equipment's warranty expires, so the UPEX team can notify the customer and propose either service extension or an immediate post-warranty technical inspection.
Customized post-warranty services
We configured custom ticket types and fields in Zoho Desk to manage post-warranty maintenance contracts. When equipment goes out of warranty, customers can opt for a continuous service contract with UPEX. These contracts are now recorded, and any request related to the respective equipment is marked as Post-Warranty, allowing technicians to instantly know that the equipment has an active contract and what it covers.
On-demand interventions
For customers who don't have a contract but request a one-time repair or intervention, Zoho Desk manages Ad-hoc Service tickets. We created a portal through which customers can submit support requests that go directly into the UPEX system. Each such ticket follows a clear path: triage, cost quotation if needed, customer approval, and resolution. This way, all sporadic requests are centralized and tracked, eliminating situations where an email or phone call might get lost.
Automated periodic inspections
A proactive feature we implemented is the automatic scheduling of annual inspections. Zoho Desk generates recurring tickets for Periodic Technical Inspection of equipment after warranty expiration. The UPEX team receives reminders to contact the customer and schedule the inspection visit, even if the customer doesn't have a contract - an extra service that strengthens customer relationships and prevents major failures through preventive maintenance.
Results and Benefits
Implementing these solutions transformed how UPEX works, bringing tangible benefits for both the team and customers:
Improved and organized customer service
With Zoho Desk, all support requests are recorded and tracked end-to-end. Nothing remains unresolved or forgotten in a notebook. Whether a customer calls about a warranty-covered defect or sends an email for an inspection, UPEX staff find everything in one place - with clearly defined priorities, deadlines, and owners. This has led to decreased response times and faster resolution of customer issues.
Proactive approach = happier customers
Automatic warranty expiration notifications and annual inspection scheduling have proven extremely valuable. UPEX now proactively contacts customers before a device goes out of warranty or when it's time for an inspection, demonstrating customer care. This preventive approach not only generates additional service revenue but, most importantly, increases customer trust and loyalty, as they feel UPEX anticipates their needs.
Efficient collaboration with service partners
By sharing tickets with external technicians in Zoho Desk, UPEX has eliminated the chaos of communicating with them via email or phone. Everything is documented: the customer receives updates just as if the internal team were handling the case, and UPEX can monitor the quality of external intervention. This way, the company's high service standard is maintained uniformly, regardless of who actually performs the repair.
Overall, these improvements in CRM and the support system have fully aligned UPEX's operations with their vision focused on digitization and customer satisfaction. Automated processes and quality data have freed up valuable time for the team, which can now focus on what truly matters: the relationship with customers and the rapid resolution of their needs.
"Svennis Cloud Solutions helped us implement Zoho Desk seamlessly. They quickly understood our support workflows, configured intelligent automations, and customized the dashboards so that we have complete visibility. In just a few weeks, our response times improved and customer satisfaction increased. Excellent communication, fast delivery, and reliable post-launch support."
The Outcome
Through this digital transformation, UPEX has reaffirmed its commitment to service excellence and customer satisfaction, demonstrating how innovation and the right technology can take a business to the next level. As part of the broader digital strategy, the company's online presence was refreshed with Revylio.
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