Emaar Square Mall — SLA & Incident Management System
What was built
Built a full multi-department operations platform on Zoho Desk + Zoho CRM for a major Istanbul shopping mall. Six integrated use cases: incident & SLA ticketing (security, cleaning, technical, retail), WhatsApp AI ticket closure via GPT-4.1-mini, guest relations intelligence across 4 mall desks, leasing pipeline automation with a custom AI-built quote widget, KPI scoring with CEO-level bonus accountability, and a Yardi→n8n→Zoho CRM hourly data sync pipeline.
Outcome
First-ever SLA accountability system for the mall. 70,000+ security tickets processed. CEO gained real-time KPI visibility per department. Bonus structure tied to performance data. Multi-modal AI (text + image + video) routes and closes tickets without human dispatch.
Tools used
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