Transforming Grievance Management in Education: How Abhyaz Helped NTTF Automate Student & Staff Support with Zoho Desk
Industry:
Technical Training & Education
Problem Statement:
Rising student and staff grievances, delayed resolutions, and poor visibility due to manually handled emails and disorganized triage.
Solution:
Implemented Abhyaz’s Grievance Redressal System (GRS) powered by Zoho Desk, automating ticket handling, classification, and email integration within a 3-month rollout.
Impact:
Automated 200+ daily enquiries | Cut resolution time by 60% | Reduced grievance volume from 200+ to 50 tickets/day | Improved satisfaction across students and staff
Overview
NTTF (Nettur Technical Training Foundation), a leading technical training institute, faced rising student and staff grievances that were difficult to track and resolve efficiently. With 200+ daily enquiries handled manually through emails, delays, duplication, and lack of accountability became frequent issues.
To bring transparency and speed to grievance management, NTTF partnered with Abhyaz to deploy a custom Grievance Redressal System (GRS) built on Zoho Desk, achieving measurable impact within 3 months.
"We have been using Abhyaz's Grievance Redressal System (GRS) and are extremely impressed with their approach and professionalism throughout the implementation process. The Abhyaz team worked diligently and followed a structured, phase-wise implementation plan. Within a 21-day cycle, they successfully set up both our Student Help Centers. Their attention to detail and commitment to delivering a seamless experience made the entire process smooth and efficient. The system itself has greatly improved the way we manage grievances, ensuring timely resolutions and enhanced satisfaction among students and staff. We highly recommend Abhyaz's GRS to any institution looking for a reliable and effective grievance management solution." - NTTFThe Challenge
NTTF’s manual grievance tracking created operational bottlenecks and reduced response transparency. As the student population and course variety expanded, staff found it difficult to manage communication and accountability effectively.
Key challenges included:
Manually sorting and responding to 200+ daily student queries.
No priority-based routing or sentiment analysis to identify urgent cases.
Lack of centralized grievance history for context-driven responses.
Repetitive enquiries overwhelming support teams.
No unified dashboard for performance or issue resolution tracking.
Missing analytics to drive decisions and resolutions for repeat issues.
The Turning Point
NTTF recognized that its traditional grievance system could no longer scale with its operational efficiency. Seeking an sustainable and transparent solution, NTTF partnered with Abhyaz, an authorized Zoho expert, to reimagine grievance management through automation, sentiment analysis, and AI-driven workflows.
Abhyaz proposed a 3 month, phase-wise implementation plan to ensure smooth transition, team adoption, and measurable impact from the first rollout.The Solution: Abhyaz GRS powered by Zoho Desk tailored for NTTF
As a Zoho Authorized Partner, Abhyaz implemented a tailored Grievance Redressal System that digitized student and staff issue management end-to-end.
Implementation Highlights:
Centralized GRS Setup: Deployed Zoho Desk as the core platform for managing student and staff grievances under a unified interface.
Automated Ticket Classification: Configured automation to categorize grievances by tone, timing, and type, enabling accurate routing.
Email Channel Integration: Connected existing communication channels and synchronized 365 days tickets for unified visibility.
Knowledge Base Creation: Developed a structured self-service portal for FAQs and 50+ course related resources to reduce repetitive enquiries.
The Impact
Following the success GRS implementation, NTTF witnessed measurable improvements in grievance handling.
Key outcomes:
Automated grievance handling for 200+ daily enquiries.
Cut resolution time by over 60% through workflow automation.
Reduced ticket volume from 200+ to 50 per day with self-service knowledge base.
Increased satisfaction among students and staff with faster, consistent responses.
Want to modernize your grievance management process?
Abhyaz helps educational institutions digitize communication, automate support workflows, and improve satisfaction with Zoho-powered GRS systems.
Partner with Abhyaz to build a faster, transparent, and student-first grievance management process.
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Abhyaz GRS implementation for a
technical training institute
NTTF, a well-established technical training
institution, was facing challenges in
efficiently managing and tracking
grievances raised by students and
employees.
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