Transforming customer operations through automation and AI

The Challenge

PlusHeat's operations span sales, customer service, billing, complaints, retention and engineer allocation. Many workflows relied on manual checks and data being moved between systems, which made consistency and visibility harder to maintain. PlusHeat also wanted to explore how AI could support its teams without compromising accuracy or control.

What We Did

1. 1

   Process automation

   We mapped and automated core workflows in Zoho CRM for sales, customer service, complaints, retention and collections. This made handling more consistent and handovers between departments smoother.

2. 2

   Connected systems and data

   We used custom functions, APIs and integrations to link CRM, subscriptions, billing and operational apps. This work also fixed synchronization issues and made data more reliable for automations.

3. 3

   Engineer assignment

   We designed tier-based engineer allocation by postcode, job category and contractor coverage. It includes accept and reject handling, plus escalation when an engineer doesn't respond.

4. 4

   AI-assisted support

   We introduced Zoho Desk AI agents and knowledge bases to help teams answer customer queries and access job information. These were tested in a controlled way before wider use.

5. 5

   Customer communication and feedback

   We configured the SalesIQ website chatbot and set up automated Trustpilot review invitations by email and SMS through Twilio.

6. 6

   Reporting and financial visibility

   We built Zoho Analytics reporting on subscription revenue, loss ratios and operational KPIs.

The Outcome

PlusHeat gained more standardized operations and better-connected business data. Engineer coordination now follows clearer rules, and reporting gives better visibility into subscriptions, claims costs and performance. The work also lays a foundation for AI-assisted support as the business grows.