Marketplace: managing sellers and B2B service in one system

Summary

Zoho CRM and Zoho Desk became the core platform for working with Empik Place partners, combining sales data and ticket handling. The solution supported the further scaling of the marketplace while maintaining control over seller service quality.

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The Challenge

A rapidly growing marketplace needed better management of its business contact database. There was no consistent account categorization, standardized seller service, or proper tools for handling B2B tickets. The support team needed a system that would reduce response time, organize correspondence, and measure business customer satisfaction.

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Solution

• Configuration of Zoho CRM as the central database for business clients, used for analysis and account management.
• Integration of the external Empik Place system with CRM via API to collect more seller-related data.
• Configuration of Zoho Desk and its integration with CRM to enable smooth ticket handling and assignment to the right people.

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Results

• A transparent ticket handling structure translated into faster responses for business customers.
• Employees can use email templates, forms, routine task automations, and customer satisfaction measurement tools.
• The CRM and Desk integration gave the sales team ongoing visibility into tickets and more complete reporting data for management.