Undo World – Muxlet – Zoho Consulting Partners

About the Client

Who is Undo World?

Undo World, also known as Control Z, is focused on transforming the lifecycle of smart devices through sustainable solutions. The company aims to reduce unsustainable manufacturing practices by upgrading devices and enabling consumers to access newer devices with reduced environmental impact.

Yug Bhatia and Yagya Bhatia

Directors / Key Members

Business Model & Offerings

What Undo World Does

Undo World manages customer interactions and warranty-related processes for smart devices. Its operations involve handling:

Takes older or used mobile devices and restores them through deep-level technological and industrial refurbishment processes
Customer Support Request
Warranty registrations and claims
Device replacement requests
Inbound customer calls
Courier and shipping coordination
Customer and device information

This required a centralized system capable of managing customer interactions from multiple sources while maintaining complete visibility of warranty and support activities.

Zoho CRM's Role

Zoho Desk’s Role

How Zoho Desk Powers Undo World

Zoho Desk serves as the central platform for managing customer interactions, warranty claims, and support tickets.

Website Integration

Warranty forms submitted through the Undo World website are automatically transferred to Zoho Desk, creating tickets without manual data entry.

Ozonetel Integration

Whenever a customer makes an inbound call, a support ticket is automatically created in Zoho Desk. Call recordings are also captured and stored, allowing support agents to review conversations and improve service quality.

Clickpost Integration

For approved warranty claims requiring device replacement, Zoho Desk integrates with Clickpost to streamline courier and shipping processes, helping automate replacement coordination.

Automation

Zoho Desk automates ticket assignments, follow-up communication, and ticket closure. Tickets can also be automatically closed after 48 hours if no response is received from the customer.

Analytics & Reporting

Zoho Desk provides visibility into customer happiness, agent performance, and ticket status, helping the organization monitor support operations and identify areas for improvement.

The Problem

What Needed Solving

Undo World faced several challenges while managing customer support and warranty requests from multiple channels.

Multiple tickets were created for the same customer through different sources, including email and website warranty forms.
Tickets received outside working hours remained unassigned.
There was a requirement to distribute non-working-hour tickets equally among agents on the following working day.
An integration was required to automatically create Zoho Desk tickets for inbound calls received through Ozonetel.
An invalid client ID error was affecting the Ozonetel integration.
The business required a more centralized and automated system for managing customer information, tasks, and warranty claims in real time.

Solution & Implementation

Proposed Solution

Custom functions, automation, scheduling, and integrations were implemented to address operational challenges.

Ticket Merging Automation

A custom function was developed to automatically merge tickets that have the same email ID and are in an open status, regardless of whether they originated from email forwarding or the website warranty form.

Non-Working Hours Ticket Assignment

A custom function was created to manage tickets received outside working hours. A scheduler was configured to run daily at 10:30 AM, automatically distributing the pending tickets equally among available agents.

Ozonetel Integration

Ozonetel was integrated with Zoho Desk to automatically create tickets whenever inbound calls were received. Call recordings were also captured within the system for easier review and issue resolution.

Integration Issue Resolution

The invalid client ID issue affecting the Ozonetel integration was resolved through coordination with the Ozonetel and Zoho support teams.

Outcomes

Key Takeaways

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Eliminated Duplicate Tickets — Tickets from different sources are automatically merged, ensuring better customer and issue tracking.

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Automated Ticket Distribution — Tickets received during non-working hours are automatically assigned equally among agents on the following working day.

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Automated Inbound Call Ticket Creation — Customer calls through Ozonetel now automatically generate support tickets.

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Call Recording Visibility — Support teams can access and review call recordings directly within the support process.

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Improved Warranty Management — Centralized ticket and warranty information provides better visibility into customer requests and device replacement processes.

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Reduced Manual Effort — Automation and integrations reduced repetitive tasks and improved the efficiency of support operations.

Conclusion

By implementing custom automation, ticket merging, scheduled assignment, and Ozonetel integration, Undo World successfully streamlined its customer support and warranty management processes.

The solution eliminated duplicate tickets, ensured timely assignment of tickets received outside working hours, and automated ticket creation for inbound customer calls. With centralized customer information, warranty data, call records, and automated workflows, Undo World now has a more efficient and reliable Zoho Desk environment for managing customer interactions and supporting operations.

Undo World - Case Study

Who is Undo World?

Yug Bhatia and Yagya Bhatia

What Undo World Does

Zoho Desk’s Role

How Zoho Desk Powers Undo World

Website Integration

Ozonetel Integration

Clickpost Integration

Automation

Analytics & Reporting

What Needed Solving

Proposed Solution