Case Study - ZOHO Ecosystem for a Tour Operator Company

About the Case Study

The company organizes sustainable and seamless active holidays to create incredible, fulfilling memories while caring for our planet and its future. Working with myriad clients worldwide made them feel the need for Zoho Projects and Zoho Desk along with customized Zoho CRM to better manage the different stages of their sales business. We at CRM Masters integrated these Zoho applications to ensure complete automation while eradicating all the challenges they faced.

Introduction

Before implementing and customizing Zoho Desk, Zoho Projects, and Zoho CRM, they used to manage all of their business processes through email only. But those were too tedious with it that they required a more comprehensive solution. These Zoho applications didn’t only help them to manage their business processes easily but also improved their outreach and revenues.

The Business

With over a decade of experience guiding pilgrims and travelers, the company has organized tours for thousands of people worldwide since 2007. After being guided through the planning process by their expert team, they ensure that their travelers walk and cycle along the many routes through Spain and Portugal at a pace that suits them.

By partnering with local accommodations and getting more involved in local experiences, they continually assess their business to reduce the carbon footprint and become more eco-friendly.

The Challenges

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

1. Assigning the same Employee for Ticket & Sales Inquiry

This challenge revolved around the assignment of the same employee to handle tickets in the Zoho Desk and sales inquiries in the Zoho CRM. Although they used to use the Zoho CRM previously, nothing like this was in their hands, so they manually managed the assignment of the same employee, which proved to be enormously time-consuming and inefficient.

2. Rearrangement of the Leads Module

Zoho CRM’s leads module section was not managed properly by them, so they had to go through a long list of leads to find the right lead to contact every time. As a result, not only did they lose efficiency, but their higher-priority tasks also appeared to suffer.

3. Need for Different Reports

As a trip advisor company, they constantly received leads; some qualified for sales inquiries and some were not. But they could not efficiently and accurately record all this data. So they wanted to have separate reports serving them with all the up-to-date information so that they could address and rectify the problems at the right time and can move their company forward in a better way.

Implementation & Results

To resolve the challenges faced by the company, we customized Zoho CRM, and implemented Zoho Analytics and Zoho Desk for them to automate and optimize various business processes, which are listed below:

It goes without saying that if your customers feel heard, they will bring you more sales. Thus, the integration of Zoho Desk streamlined all the aspects of the support ticketing system process and made it a more pleasant experience for customers as they could now easily manage and assign the same employee to deal with the different leads and sales inquiries.
Specific workflows were also written based on certain keywords so that they could easily manage their repetitive functions, like following up with the client to close the ticket, managing the emails directly through the Zoho Desk, and much more.
Based on the data they were receiving from Zoho CRM, various reports were generated using Zoho Analytics. Among the metrics were the conversion rate (from leads to sales inquiries), booking rate, qualified leads per week, month, or year, Google Analytics data, employees’ performance based on conversions, etc. This eliminated many inefficiencies adversely affecting the company and hurting its profitability.
We automated the various repetitive and tedious tasks they had to perform almost daily with Zoho CRM, a cloud-based application. Rearranging the leads module section effectively eliminated many inefficacies and helped our client discover new business opportunities.

Automate your Business with Zoho CRM

The Zoho Ecosystem is a collection of business applications that can help you automate and streamline various aspects of your business operations. These applications cover many business functions, including customer relationship management (CRM), project management, invoicing, finance, marketing, and more. Using the Zoho ecosystem, you can manage your business more efficiently and effectively, increasing productivity and profitability. You can also integrate the Zoho applications with other tools and platforms you use in your business, such as your website, email, or social media. This gives you a complete and cohesive view of your business data and processes.

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.