Operations
Zoho CRM Plus for an IT Company
Client Profile
The client is a global SAP and UIpath partner, Providing IT Services headquartered in London. In 2018, the client expanded their market reach by opening offices in Mumbai and Pune. Client serves global brands across the UK, US, France, India, and the Middle East. The client is uniquely positioned to improve customer experience through the agile and time-bound implementation of SAP cloud ERP, intelligent Automation, and advanced Analytics.
Current Landscape: As the client business grows organically, the client was not using any tool other than Microsoft Excel to manage lead distribution among team members and track the status of the same.
Region:- London, England
Challenges Faced by Our Client
Inefficient lead Management
The client was facing a problem with manual lead capture from different lead sources like websites, and social media platforms and tracking and assignment processes led to missed opportunities because of a lack of automated sales follow-ups to book meetings etc which resulted in longer response times, and lower conversion rates.
Sales Pipeline Management
Without effective Sales Pipeline management, clients face problems in sales activities from approaching leads to closing a deal which leads to a lower conversion rate and inaccurate sales forecast
Manual Signing Process
The client’s reliance on manual processes for contract signing was slowing down the sales cycle.
Limited Customer Engagement
Without real-time visitor tracking and proactive chat capabilities, the client finds it challenging to engage website visitors effectively, resulting in missed sales opportunities and lower customer satisfaction.
Ineffective Social Media Platforms
The client lacks a cohesive strategy for managing their social media channels, resulting in inconsistent branding, low engagement rates, and missed opportunities to connect with their target audience.
Reporting and Dashboards
Due to a lack of data points at each stage of the lead and sales cycle, there was no real-time reporting and dashboard to monitor the health of the business.
Project Scope
Our client focuses on leveraging technology to enhance business processes. At a high level following scope of work is defined :
- They want to integrate their website with CRM and visitor tracking systems while ensuring seamless integration with popular social media platforms and Single Sign-On (SSO) capabilities with Microsoft services.
- We implemented Zoho CRM for our client for lead and sales cycle management.
- We Implemented Zoho e-Sign for e-Signing of Contract
- Implement Zoho Social for social media
- Integrate the website with Zoho CRM to automatically capture leads directly in the Zoho CRM Lead module
- Automation for Follow-up, task tracking, notifications (internal/external), Messaging (WhatsApp/sms/calling) etc
- Zoho Project integration with Zoho CRM to automatically create Project on Deal closed won.
- Timesheets management for automatic billing through Zoho books accounting software.
- Zoho Campaign for Marketing bulk and drip Email/sms campaigns
- Zoho Desk for managing customer-related queries and solving them in SLA driven approach.
Technology we used:- Zoho CRM Plus, Zoho CRM, Zoho SalesIQ, Zoho Campaign, Zoho Social, Zoho Survey, Zoho Analytics, Zoho Projects
Solution Proposed
Website Integration with Zoho CRM
Our team implemented Zoho CRM to suit the intricate lead management processes of our client, an IT SAP-based company. By closely analyzing their unique business workflows, we customized Zoho CRM fields, layouts, and workflows. Through seamless integration with their website forms, we enabled automatic lead capture, ensuring that no potential opportunity slipped through the cracks
Social Media Integration with Zoho Social
With the implementation of Zoho Social, we provided our client with a centralized platform for managing their social media interactions across multiple channels, including Instagram, LinkedIn, Facebook, and YouTube. With the help of this integration they effectively monitor social media performance, identify trends, and engage with their audience in meaningful ways.
SSO Integration with Microsoft with Zoho
To simplify employee access and enhance security, we implemented Single Sign-On (SSO) integration between Microsoft services and Zoho applications. This seamless integration allowed employees to access Zoho CRM, SalesIQ, Social, Campaign, Survey, Desk, and Analytics using their existing Microsoft credentials, improving productivity and user experience.
Website Integration with Zoho SalesIQ
With the deployment of Zoho SalesIQ, we equipped our client with powerful real-time website visitor tracking and proactive chat capabilities. By integrating SalesIQ into their website, we enabled our clients to monitor visitor behaviour in real-time and engage potential leads through proactive chat, gaining valuable insights into their browsing patterns and preferences.
Zoho Campaign and Zoho Survey
The implementation of the Zoho Campaign and Zoho Survey empowered our client to execute targeted email marketing campaigns and gather valuable customer feedback. With Zoho Survey, our client could design and deploy surveys to collect insightful feedback at various touchpoints in the customer journey.
Zoho Sign Integration With Zoho CRM
With this integration, the client can send documents required for signing to any contact stored in their CRM directly from the application. This integration helps clients merge mail to Zoho CRM and inventory templates where they can use CRM data to send customized documents.
Observed Impact on Customer's Business Operations
Results
95%
Integrating Zoho CRM with the client’s website significantly improved lead management efficiency. Automatic lead capture from website forms ensured no potential opportunity was missed, while streamlined workflows within Zoho CRM enabled the client to track and nurture leads effectively. As a result, the client experienced reduced lead response times and improved conversion rates, ultimately driving revenue growth.
75%
Real-time inventory tracking meant that the business no longer had to worry about stockouts or excess inventory. They saw improvement in inventory accuracy, which helped optimize their stock levels and reduce waste.
80%
The implementation of Zoho SalesIQ empowered the client to engage with website visitors in real-time through proactive chat, leading to enhanced customer engagement and satisfaction. By monitoring visitor behaviour and providing timely assistance, the client was able to deliver personalized support and guidance, resulting in higher levels of customer satisfaction and loyalty.
55%
Increase in Stock Control
Real-time inventory syncing between Shopify and Zoho inventory reduced stock discrepancies and led to better customer satisfaction and stock control.
98% Improvement in Lead Management
95% Improved Customer Engagement
90% Improvement in Social Media Management
90% Faster Document Processing
TESTIMONIALS
Customers Reviews
Windlas Biotech Limited
Uttarakhand, India
CRM Master has a strong method of working, which starts with a process of fully understanding your spec. This is a valuable process which can result in enhancements. After this, a competent manager is assigned who will liaise between you & the development team. Communication is excellent.
ABOUT US
CRM Masters Infotech
Founded in 2016, CRM Masters Infotech (ISO 9001:27001) is a Zoho Premium Partner and a Salesforce Certified Partner.
We are a CRM consultant company, Known as the Zoho Premium Partner. With over 8 years of experience and more than 2000+ successful projects, we have a proven track record of helping businesses optimize their workflows and boost growth. Our team of 75+ expert developers specialize in delivering top-notch CRM integrations, and tailored business solutions to meet our client’s needs. If you’ve faced challenges with a non-responsive CRM system, CRM Masters will customize it to meet your specific needs, ensuring sales and revenue growth.
