Overview

RepairDesk is a cloud-based SaaS platform purpose-built for repair businesses, offering a comprehensive suite of tools that go far beyond traditional point-of-sale systems. Designed to serve cell phone, computer, and electronics repair shops, as well as niche industries like jewelry, watch, bicycle, camera, and even heavy-duty equipment repair, RepairDesk has become a trusted partner for over 3,000+ repair stores worldwide.
At its core, RepairDesk provides an all-in-one ecosystem that integrates POS, CRM, inventory management, invoicing, marketing automation, and analytics. This unified approach eliminates the need for multiple disconnected systems, allowing repair businesses to consolidate operations, reduce inefficiencies, and scale profitably.

The Challenge

Before adopting Zoho, RepairDesk relied on:

• A homegrown CRM with limited scalability
• Manual data tracking in spreadsheets
• Siloed communication across teams
• High dependency on backend engineers for reporting
• A failed attempt to implement Salesforce due to cost and complexity

These systems hindered collaboration, slowed response times, and prevented data-driven decision-making. CRM adoption remained low among non-technical teams, reducing operational transparency and agility.

Why Zoho?

RepairDesk evaluated multiple platforms—Salesforce, HubSpot, and others—before selecting Zoho CRM Plus for its:

• Unified ecosystem of natively integrated apps
• Scalable, cost-effective subscription model
• Customizability for complex workflows
• Ease of deployment with strong partner support

“We chose Zoho CRM Plus to eliminate fragmented systems and bring visibility, automation, and control across all departments.”

The Solution

With the help of iTecZone, RepairDesk implemented a wide range of Zoho CRM Plus applications:

Apps Used:

Core Apps: Zoho CRM, Desk, Campaigns, SalesIQ, Connect, Analytics
Supporting Tools: Zoho Forms, Zoho Surveys, Zoho Social
Additional Tools: Zoho Projects, Flow, Meetings (limited use)

Customization & Integration:

• Automated lead assignment & SLA monitoring
• OpenAI & API-based lead enrichment
• WhatsApp and phone dialer integration
• Multi-app sync (CRM ↔ Desk ↔ Campaigns ↔ SalesIQ)
• Lifecycle tracking with product-level linking
• Alerts, reporting dashboards, and advanced user roles

Implementation Journey

Duration: Over 2 years
Year 1: Setup, stabilization, training
Year 2: Optimization, automation, advanced workflows

Key Challenges

• Data migration
• Complex workflow design
• Encouraging CRM adoption

Resolution:

• Internal champions & leadership-led training
• Close collaboration with iTecZone for structured rollout
• Ongoing support to optimize adoption across functions.

“Implementing Zoho CRM Plus was both a challenge and a transformation. With iTecZone’s guidance, we turned complex workflows into a connected system that drives visibility and efficiency across every function.”

Business Impact

• Lead-to-contact time reduced to under 15 minutes
• Support response time improved to 8–10 seconds
• Reporting time dropped by 99% through real-time dashboards
• Customer health scores and CSAT improved significantly
• Cross-functional visibility enhanced through unified data

“Zoho CRM Plus has evolved into the operational backbone of RepairDesk. It connects every team, automates every process, and gives us visibility across the customer journey.”