Bits Secure IT Infrastructure maximizes efficiency and revenue through Zoho Analytics

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    Achieved a much sharper, data-driven view of their business
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    8+Data Sources

"Zoho Analytics has essentially become the front door to all our applications. It’s where everything connects and where we make sense of what’s happening across the business."

Mohan Babu Murugesan
CEO,
Bits Secure IT Infrastructure

The company

Bits Secure IT Infrastructure is a Dubai-based systems integrator and IT services company founded in 2014. They provide end-to-end infrastructure and managed services across the UAE and Oman, specializing in data center design, unified communications, cybersecurity, virtualization, cloud DR, and enterprise networking. Their team of certified engineers supports clients with 24/7 maintenance, proactive monitoring, patch management, and remote IT infrastructure management.

The challenge

Mohan Babu Murugesan, CEO of Bits Secure IT Infrastructure, needed a centralized BI platform that could bring together data, analyze information, and present clear, actionable insights.

Management lacked visibility across operations. Whenever a service required multiple teams' involvement—like sales, pre-sales, technical, maintenance, and field operations—the teams worked in silos, making it hard to track coordination, progress, and handoffs.

Various business processes were scattered across multiple tools, like Microsoft products, QuickBooks, and other third-party apps. The company was initially using Excel to handle all this, but as operations grew, manual processes didn’t scale. So they adopted various Zoho apps like Zoho Books, Inventory, Projects, FSM, Desk, etc to address this. Although most of these individual apps supported reports and dashboards, they worked in isolation. Critical insights required blending data across multiple departments.

Project monitoring was complex and time consuming. Specialized engineers for different product lines found collaboration difficult. Data related to revenue, expenses, task progress, and engineer effort was spread across different apps. As a result, seeing complete project performance required switching between multiple apps and dashboards. Management had no clear visibility into end-to-end project performance.

Once a project was delivered, they needed to support and maintain clients. Some customers were generating an unusually high number of support tickets. Because ticket data lived in one tool and cost-related insights lived elsewhere, the team couldn’t immediately connect ticket volume with repeated engineer visits.

Work allocation and time logging were tracked in different places. Team leads found it difficult to quickly understand which engineer was working on which task, how much time they logged, and whether entries were missing. This created delays in managing workloads and making timely resource decisions.

To address these matters comprehensively, Murugesan experimented with Power BI, but it created a heterogeneous environment. To build and customize reports, they needed specialists. This increased time and cost, so the team started looking for other available tools.

IMT Matcher saves £5,000/year with Zoho Analytics

"Our data was scattered, and without a unified view, it slowed us down and often pushed us into reactive mode"

- Mohan Babu Murugesan
CEO, Bits Secure IT Infrastructure

Murugesan wanted a solution that:

  • Offered easy integrations
  • Enabled cross-functional analytics
  • Provided quick and secure collaboration
  • Did not require technical expertise

The solution

After assessing various tools, Bits Secure IT Infrastructure chose Zoho Analytics as their preferred BI solution because it was practical, cost efficient, and scalable.

With Zoho Analytics’ out-of-the-box integrations, data from Zoho apps and other external sources were seamlessly brought into the platform. Its intuitive data blending and modelling tools made it easy to join related datasets like projects, tickets, AMC details, and team workloads into a single, meaningful structure. This gave them a unified view that no individual app could provide and end-to-end visibility into their business.

Several reports and dashboards were developed to support each analysis.

I. Insights on projects

Murugesan was able to get detailed insights on project profitability by combining revenue, cost, time, and tickets. For each project, he could see revenue from books, engineer costs, local purchases, travel expenses, multiple visits, etc., associated tickets, pending tasks, and milestone progress.

He also created a dashboard to get insights on execution and resource management. This gave the managers visibility into each engineer's current task, like which engineer is assigned, whether the task is completed or pending, work distribution across teams, and frequent engineer visits. This made it easy to identify unprofitable service patterns and decide whether to fix infrastructure, increase pricing, or restructure the AMC.

II. Timesheet adherence & productivity insights

The timesheet compliance dashboard gave a complete view of who logged their hours for the day or week, total hours logged per technician, and high vs. low daily time entries, enabling quick identification of productivity variations and anomalies. Before, managers had to personally chase team members down or send repeated reminders to complete their timesheets. Now, this dashboard creates a natural sense of accountability because everyone knows their activity is visible to their team leads. When employees see blank spots against their name, it becomes a strong motivator to fill in their timesheets without being reminded. Managers simply display the screen, and employees understand what needs to be done. This dashboard also helped the managers assess workload distribution and fairness.

III. Client transparency & SLA insights

With this dashboard, clients got clear visibility into response time, resolution time, whether problems were resolved within the agreed SLA window, and insights on open vs. closed tickets. This transparency built customer confidence and trust and demonstrated operational reliability. Since customers got access to factual performance data, showing that response and resolution SLAs were consistently met increased their willingness to renew AMCs year after year.

IV. Hidden attrition patterns in the admin team

Zoho Analytics revealed a consistent attrition trend in the admin team, something management had completely overlooked. By drilling into hiring and exit data, they discovered that these back-end departments were experiencing significantly higher churn than other teams. This led them to uncover workload and pressure-related issues that had gone unnoticed. The data highlighted a blind spot in their internal operations and helped them recognize that even support functions were under strain and required attention.

Murugesan mentions that email schedulers are one of his favorite features because they schedule multiple reports for different departments. Management finds the ability to create engaging, dynamic decks to be very handy because dashboards are continuously displayed on screens in common areas and across multiple office locations. This creates transparency and keeps everyone aware of operational performance.

IMT Matcher saves £5,000/year with Zoho Analytics

"Over the last couple of years, we’ve seen a clear shift. Our existing AMC customers are far more confident about renewing with us because of the insights they now get through the dashboards—whether we present them during reviews or they access them directly in the portal.”

- Mohan Babu Murugesan
CEO, Bits Secure IT Infrastructure

Benefits and ROI

The key benefit that Bits Secure IT Infrastructure gained after adopting Zoho Analytics was a completely new level of clarity and control over its operations. The insights from Zoho Analytics enabled data-driven staffing decisions, resulting in faster turnaround times and higher-quality output.

This visibility into their business also allowed them to optimize costs by assigning low-impact clients to junior engineers while reserving senior talent for high-value or critical projects. Zoho Analytics replaced the need for a large ERP investment by consolidating everything into one unified insight layer, driving both efficiency and financial savings.