Tollring uses Zoho One to deliver outstanding customer service across support tickets, remote assistance sessions, and projects

Tollring is a global leader in call and collaboration analytics, conversation analytics and call recording, and fraud detection, trusted by over 20,000 business customers, and channel partners including Tier 1 service providers. For more than 30 years, Tollring has turned complex communications data into clear, actionable insights. Its AI-powered solutions help businesses improve customer service, boost performance, and meet compliance requirements. Delivered across leading telecoms platforms including Microsoft Teams, and Cisco BroadWorks, its products combine powerful analytics with intuitive design to make everyday conversations work harder. Innovation, reliability, and responsive support is at the heart of Tollring's mission.

Where It Started

Arvind Sethi has led service delivery at Tollring for over 14 years, moving into a senior role around nine years ago. He inherited a ticketing system that was holding his support team back. Something as routine as opening a ticket took several seconds — a small individual inconvenience, but damaging at scale. Arvind knew that the business needed a faster, slicker support solution. He looked at the market, evaluating various platforms like Freshdesk and Zendesk before discovering Zoho Desk.

"It was a no-brainer — it was such an easy setup. I could create all the SLAs and priorities", Arvind recalls. That was Tollring's entry point into the Zoho ecosystem.

A Gradual, Deliberate Expansion

"Commercially, it made more sense to pay for Zoho One — it gives you access to 40-plus applications, where we were spending a similar amount on just three or four."

Arvind Sethi Head of Service Delivery, Tollring

Tollring didn't overhaul everything at once. Zoho tools found a place in the business as new needs arose or existing software fell short:

• Zoho Projects came next, replacing their previous project management setup.
• Zoho Assist replaced TeamViewer for remote desktop sharing.
• Zoho CRM replaced HubSpot when the business needed a dedicated customer management solution.

With three or four impactful Zoho products in place, the case for Zoho One became obvious.

The Integration Advantage

Tollring's development team of over 100 people is based in India. The team uses Jira, a bug tracking and project management ticketing tool to orchestrate internal development activities. To facilitate this cross-team, cross-continent collaboration and improve data visibility, Tollring integrated its Jira environment directly with Zoho Desk. Its support agents can now get everything they need without leaving a single portal, and developers can respond through Jira with updates flowing straight back into Zoho Desk. "So our support team, if they get an issue they click a button, without having to log on to separate portals, they get all the information through Zoho Desk. The development team can also communicate through Jira, which comes back to Zoho Desk," explains Arvind.

On the customer-facing side of the business, the Zoho CRM and Desk integration means that when a customer ticket is received, Tollring's agents already have a full contextual view of the customer's details and communication history. "That's been a game-changer for our support teams," Arvind says.

Tollring's core Zoho stack includes:

• Zoho Desk: The foundation of Tollring's support operations. It handles all incoming customer tickets with configurable SLAs, priorities, and workflows — and integrates directly with Jira to keep the support and development teams aligned across continents.
• Zoho Projects: Replaced Tollring's previous project management setup, giving teams a structured way to plan, track, and deliver work — all within the same Zoho ecosystem.
• Zoho Assist: Replaced TeamViewer as Tollring's remote desktop sharing solution, enabling support agents to assist customers and resolve issues quickly without the cost of legacy tooling.
• Zoho CRM: Replaced HubSpot to give Tollring a dedicated customer management solution. Its integration with Zoho Desk gives support agents instant access to full customer context directly within their ticketing workflow.

The Bottom Line

Arvind's advice to other businesses is straightforward. Companies turn to software solutions when they need to save costs, improve efficiency, or fix broken processes. Zoho One, in his view, addresses all these.

"Any company that has some sort of problem - whether they're using several applications that are costing them a lot, or whether they've got teams that are not performing well - I'd highly recommend them to look at Zoho One. It can help with ticketing, marketing, sales. You can bring the whole ecosystem together in a single application."

Arvind Sethi Head of Service Delivery, Tollring

• Cost consolidation. With Zoho One, Tollring now has access to 55+ applications for roughly the same spend it previously directed at just three or four standalone tools.
• Seamless cross-tool integration. Native integrations between Zoho Desk and Zoho CRM give support agents full customer context inside their ticketing workflow — no portal-switching required. The Jira integration extends that same joined-up experience to the development team in India.
• A unified ecosystem. "You can bring the whole ecosystem into a single application with one click — and that will help you join your teams together," Arvind says. For a business with teams across the UK and India, that connectivity is critical.

A Winning Formula For Customer Service Success

So impressive is Tollring's customer support set up, that the business was recognised as Zoho's "Customer Service Champion" at its 2025 Zoholics UK awards. Arvind enthused: "I'm feeling so excited about the award. There's so much work we've done with Zoho over the nine years...it was a moment for us to really showcase the work we've done. Hopefully other companies will be inspired by looking at how we've changed our processes and saved costs."