How Zell Education Cut Resolution Times by 30% with LeadSquared’s Service CRM

Abbyshek Chandra

“LeadSquared Service CRM isn’t just a software—it’s your secret weapon. We’ve cut resolution times, boosted satisfaction, and scaled effortlessly. 10/10 would implement again!”

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55%

jump in CSAT responses

30%

Reduction in first response time

Fewer

Escalations with proactive ticket management

The EdTech company loves LeadSquared for its

  • Streamlined support workflows
  • Unified omnichannel inbox
  • Intelligent ticket routing & workflow automation
  • Custom dashboards for real-time decision-making
  • Proactive and hands-on customer support
55%

Jump in CSAT responses

30%

Reduction in first response time

Fewer

Escalations with proactive ticket management

Ready to get started?

About Zell Education

Zell Education is a Mumbai-based EdTech startup that has been making waves in the Accounting and Finance space. With innovative and affordable courses, designed to bridge persisting skill gaps and empower students to crack competitive exams and land lucrative job opportunities with ease.

As they continue to drive positive change and scale in the fierce EdTech market, they’ve made it a point to distinguish themselves with superior support and seamless student journeys, powered by LeadSquared’s end-to-end solutions.

Challenges:

  1. Manual support workflows slowing down resolution
  2. Visibility gaps in ticket ownership and escalation
  3. Need for SLA compliance and agent accountability
  4. Support-to-sales handoff inefficiencies
  5. Unified channel handling and reporting

How LeadSquared helped:

1. Support that works smarter, not harder

Zell Education streamlined their entire support operation with LeadSquared’s intuitive workflows and automation. Ticket resolution times dropped by 30%, while SLA adherence rose by 20%—ensuring not just faster, but more consistent service. With ticket visibility across agents and teams, fewer escalations, and quicker first responses, they’ve redefined what effective student support looks like.

2. Omnichannel made effortless

“It’s an omnichannel platform for us, wherever a student wants to reach out to us from, for us it’s just one platform where everything comes together. Our agents don’t have to run around, managing multiple platforms. They just take care of one thing which is the Service CRM, which in turn takes care of everything else.”
-Abbyshek Chandra, Vice President – Customer Experience.

With the Unified Inbox, agents handle emails, WhatsApp, calls, and chat queries from one place, ensuring consistent, high-quality responses without juggling tools.

One-click access to tickets from multiple channels, comprehensive, unified student profiles and AI generated summaries of issues and queries, result in contextual, personalized support.

3. Support that fuels sales

Zell uses Service CRM in conjunction with LeadSquared’s Sales CRM to create a complete view of the student journey—from enrollment to ticket history and upsell opportunities. The unified ecosystem empowers their teams to collaborate effortlessly.

“Students coming in from Sales, how their customer journey is going, the tickets they raise- we have everything streamlined on one robust system, that really has been one of the X factors.”
-Abbyshek Chandra, Vice President – Customer Experience.

System driven insights into the student’s interactions with the Sales and Support teams have further opened up tailored upsell opportunities.

Zell Education previously used another CX platform for their customer support needs but have moved on to LeadSquared’s Service CRM for the seamless integration across different teams.

They plan on adding their Placements team into the mix and streamlining their placement assistance process by leveraging the Service CRM to engage with students for placement and the Sales CRM for talent acquisition.

4. Automated workflows, real impact

From automated ticket routing to priority tagging and escalations, Service CRM removes manual bottlenecks.
Intelligent routing that factors in not only agent availability but also capacity (i.e., how many tickets they’re already handling), ensures swift, impactful resolution.

“During our setup, we faced a complex routing issue involving multiple teams. LeadSquared’s team not only jumped in the same day but stayed with us through resolution. Their proactive support made all the difference.”
-Mokshit Mehta, Assistant Project Manager

The unique parent-child ticketing relationships in Service CRM help group related tickets while the co-ownership module lets multiple teams collaborate on a ticket in real time.

5. Real-time performance tracking

Custom dashboards now allow Zell to track CSATs, open tickets by team, and agent productivity—all in real-time. Decision-making has become more data-driven, while student satisfaction scores have climbed by 55%.

With Service CRM’s reporting and analytics engine, teams can go from reactive to proactive:

  • Pre-built templates help get started quickly
  • Widgets can be configured to reflect any metric: resolution time, first response rate, average handling time etc.
  • Personalized dashboards can be set up by role to track what matters

For teams scaling rapidly like Zell, real-time visibility helps identify bottlenecks, balance agent workloads, and course-correct without delay. And because metrics are refreshed live, there’s no lag between issue and action, boosting both accountability and agility.

The unique parent-child ticketing relationships in Service CRM help group related tickets while the co-ownership module lets multiple teams collaborate on a ticket in real time.

6. Seamless onboarding & support

“Your team goes above and beyond. From documentation to troubleshooting, the experience was nothing short of fantastic.”
-Abbyshek Chandra, Vice President – Customer Experience.

With an onboarding score of 9/10, Zell praises both the platform’s intuitiveness and LeadSquared’s responsive support.

With something as high-stakes as customer support, fast, thorough onboarding isn’t a nice-to-have, it’s a non-negotiable.

LeadSquared’s onboarding program is designed with support-critical SLAs in mind:

  • Guided setup for ticket flows, SLAs, and escalation paths
  • Dedicated success managers and clear documentation
  • Real-time troubleshooting for early issues

For teams transitioning from legacy or disjointed systems, this level of responsiveness makes all the difference. Beyond onboarding, LeadSquared’s support extends across the customer lifecycle with in-app guidance, a deep knowledge base, and priority assistance built in for mission-critical tools like Service CRM.