Case Study - ZOHO CRM - AnswerForce Integration for a Medical AID Business Provider

About the Case Study

Twenty-six years ago, the company was founded to provide people with hearing loss with an affordable, high-quality hearing aid solution using American technology. Today, as they provide digital hearing solutions to diverse clients around the US, they realized the need for CRM- AnswerForce Integration to better manage their various internal processes. We at CRM Masters carried out the above integration to ensure complete automation while eradicating all the challenges they were facing.

Introduction

Before integrating Zoho CRM with AnswerForce, they faced many issues in managing their business processes as they were not customized to fit their business needs. Moreover, they needed help identifying their customers, including their names, past purchases, and preferences. But with this integration, they could identify the caller instantly and automatically see all their relevant details. They also received the more personalized experience they desired, along with better revenue.

The Business

This American-owned and operated company provides affordable and effective digital hearing solutions, a great alternative to those high-paying dollars hearing aids. They make themselves a strong competitor to all other hearing aids provider by customizing budget-conscious and quality products for their customers. It was all made possible by cutting down the in-between costs and delivering the aid right to the customer’s doorstep.

Other than hearing aids, they also offer hearing aid accessories such as tubes, domes, batteries, and more for other manufacturers hearing aids as well.

The Challenges

The client’s challenges can be categorized into three parts:

1. Lead Management System

This challenge revolved around the number and quality of incoming leads. While managing it manually, they faced time management issues as the various information associated with the client, like contact number, lead owner, email, and lead status can’t be pulled out quickly and often resulted in a complex business workflow.

2. Duplicity

As they were always dealing with many clients, so managing their contact/lead information also becomes essential to them. But when doing it, they were facing the issues of duplicacy, which was not only taking up their storage but also affecting their employee productivity as they had to invest up their valuable time to search even a bit of information needed at a particular time.

3. Uniformity

Without the integration of AnswerSource with Zoho CRM, they were also facing issues with a uniform number format. This is another crucial aspect while taking orders from different clients, as customized products are always asked for. And due to this wrong number format display, the company faced issues that directly impacted its sales analytics.

Implementation & Results

To resolve the challenges faced by the company, we integrated Zoho CRM with AnswerSource, to automate and optimize their various business processes, which are listed below:

In the wake of AnswerSource’s integration with Zoho CRM, their agents can now manage their lead management system easily, as they will now be able to gain deeper insights into the customers they are working with, resulting in stronger relationships and higher conversions.
As we all know, Zoho also offers pre-built workflows which were then customized according to their business needs. In addition, several custom functions were developed and deployed to automate the company’s business processes, eliminating the coding problems that previously arose.

The duplicacy problem and its subsequent consequences were also alleviated with the integration of Zoho CRM with AnswerForce, by imposing specific validations, which enhanced employees’ productivity and business profitability as now they don’t have to jump between devices and tabs to get the required information at any time. Now that all their data is centralized, everyone has easy access, ensuring a seamless customer experience.

The uniformity was also seen post the desired implementation. It provided the sales team with the ability to stay on top of their operations and keep in touch with partners, stakeholders, vendors, etc., ensuring they all were on the same page at all times.

There is no denying that Zoho works best for SMEs due to its easy-to-use interface and cost-effectiveness compared to other CRMs. The CRM integration helped our client uncover new business possibilities. Given the client’s requirements, significant changes were made, and desired results were seen.

Automate your Business with Zoho CRM

With such fierce competition, you need a business edge and a tech edge simultaneously, as Customer retention is a high-priority challenge for many small to medium-sized businesses. Zoho CRM is an excellent choice for medical trading businesses that actively nurture leads and engage with clients via email, live chat, and social media. It helps them with automated reminders and uses assignment rules to ensure that clients receive proper help. With low pricing and customization options available, Zoho CRM rules over other CRM.

About CRM Masters

CRM Masters provides cutting-edge professional services and always works hard to resolve issues as quickly as possible. In nutshell, we intend that our customers are loved by their customers.
Our experts study the business needs of your organization to identify the most suitable CRM product for your business which can be implemented with minimum customization. In case, you have been losing sales and revenues due to a non-responsive CRM system that fails to add value after the employees leave the premises, we will get that taken care of by customizing the CRM. Also, CRM Masters as a Zoho Premium Partner helps you build your CRM from scratch.