Case Study

Business Process, Software Development

Zoho

Creating a Quoting Tool for FIT with Zoho Creator

FIT, a logistics company specializing in freight and shipping solutions, approached KDG with a need to optimize its quoting and helpdesk processes. The organization was relying on a manually maintained spreadsheet for quoting and using Zoho Desk with limited efficiency.

Custom Quoting Tool

Automated quoting, applied discounts, and integrated with Zoho, reducing manual entry and ensuring accurate pricing.

Website Integration

The quoting tool was embedded into FIT's website, allowing customers to self-generate quotes, submit requests, and reduce inbound calls. 

Zoho Desk Optimization

Improved Zoho Desk processes through implementations, refining FAQ content, and adding a chatbot for real-time support.

FIT's Transformation

With the help of KDG, FIT implemented automated tools through Zoho Creator, Zoho Desk, and CRM integrations to streamline workflows, reduce manual effort, and enhance customer service responsiveness.

Problem Statement and Key Challenges

  • FIT’s quoting system was entirely manual, handled by a single employee using a complex Excel spreadsheet. This system lacked scalability, posed risks during employee absences, and offered no formal quote tracking. Quotes had to be calculated, formatted, and emailed individually, with no version control or automation.

  • The company was also struggling to manage helpdesk operations. Zoho Desk had been deployed but was underutilized. The helpdesk team, consisting of only three people, was overwhelmed by redundant customer calls—many of which could have been resolved with better FAQ support. Without clear escalation paths or ticket analytics, time-sensitive issues often went unresolved for too long.

Our experience working with KDG was outstanding. Their team brought a high level of professionalism, expertise, and creativity to the table. They truly understood our goals and delivered results that exceeded expectations. We appreciate their clear communication and dedication every step of the way.

Belinda Gandolfo
Quotation mark icon

Solutions

Custom Quoting Tool in Zoho Creator

A Zoho Creator-based quoting application was developed to replace the manual spreadsheet. This included dynamic quoting capabilities, automated email generation, and a discount logic based on customer profiles.

Website Integration

The quoting tool was embedded into FIT's website, allowing customers to self-generate quotes, submit requests, and reduce inbound calls.

CRM Integration

Zoho CRM was connected to the quoting system so that approved quotes automatically created accounts and contact records. Customer-specific discounts were tracked and applied consistently.

Zoho Desk Optimization

KDG advised on existing Zoho Desk processes, leading to improvements within unresolved tickets, refining FAQ content, and adding a Sales IQ chatbot to the website for real-time support and ticket routing.

Exploring Key Features in Action

A quoting dashboard displays statistics for quotes in draft, pending approval, sent to customer, and created today, along with a table listing individual quote details and statuses.

Eliminated the need for manual spreadsheet management and manual email communication.

Online form for OOG quote request with fields for name, email address, and phone number, plus options for quote type: lashing or stripping. Zoho automation streamlines the entire process for faster responses.

Customers can request quotes directly from the website.

Screenshot of a quoting tool interface displaying a list of quotes on the left and detailed quote information, including customer details and cargo description, on the right.

All quote data is stored, enabling better reporting and repeat customer handling.

CRM dashboard built with Zoho Creator showing a sales quote for KOPE LOGISTICS INC, with deal details, stage tracking, and user information displayed.

Real-time syncing of closed-won quotes with customer records and discount logic.

Side-by-side dashboards compare

Reduced non-urgent ticket volume and improved ticket response times.

Results

Through the collaboration of FIT and KDG, and through the power of Zoho Creator, FIT has seen significant improvements to their day-to-day.

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Customer Satisfaction

Enhanced self-service tools and faster, more accurate quote delivery have boosted customer satisfaction significantly—from 77.8% to 95.2%.

Automated and Accuracy Gains

Manual quoting has been largely eliminated, allowing the lead quoting specialist to move from managing 10–15 manual quotes daily to handling significantly more automated quotes with improved accuracy.

Support Optimization

Single-touch tickets have dropped from 13.5k to 7.5k, and website chatbot/FAQ updates have lowered call volumes and sped up issue resolution.

Email and Form Processing

The introduction of automated emails and embedded forms has streamlined communications, reducing repetitive tasks and human errors in data entry and calculations.

Consistent Discount Application

Discounts are now applied reliably and uniformly using CRM profiles, improving transaction consistency and reliability.

Helpdesk Efficiency

Ticket escalation protocols have improved response times for urgent issues, leading to nearly double the number of tickets being completed in the same amount of time.

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