Client Profile
The client is a leading Internet Service Provider operating in a highly competitive market. With a focus on delivering high-speed Internet and value-added services, the company has built a strong customer base spanning residential, commercial, and enterprise sectors.
Before using Zoho, the company relied on the outdated, manual billing process using spreadsheets that led to numerous operational challenges.
UAE, Dubai
B2B (Business to Business)
Internet Service Provider
The client has limitations of the existing billing system and requires a modern unified solution capable of handling a growing customer base while providing real-time insights and flexible billing models.
They required a solution that could automate invoicing, integrate easily with other systems, handle various billing cycles, and enhance customer relationship management. After facing so many problems, the client partnered with the CRM Master’s Infotech, and our experts provided a Zoho solution for their business.
Challenges Faced by the Internet Service Provider Industry
Manual Billing Process
The company relied on the manual billing process and a disconnected system. This leads to time-consuming, error-prone, and delayed invoicing and inaccurate charges. As the customer base grew, these inefficiencies affected the cash flow.
Complex Subscription Plans
Our client offered multiple subscription models, including usage-based, tiered, and fixed-rate plans, but managing these diverse billing cycles manually became difficult, especially with pricing for enterprise clients, leading to inconsistent billing and pricing errors.
Data Silos
Customer data was spread across various systems, creating data silos. This lack of integration made it hard for different departments to access the same information, leading to inefficiencies, delayed responses, and billing issues.
Customer Experience
Our client is experiencing frequent errors in billing and delays in invoicing, which have led to a poor customer experience. Customers had difficulty
Field Service Management
They struggled with inefficient field service management, which led to inefficient scheduling and dispatch, poor real-time communication, and ineffective route planning, which resulted in poor service quality.
Our Solution for the Internet Service Provider Industry
To address the challenges of manual billing, our experts implemented Zoho Billing, which automated the entire invoicing process and helps to reduce human errors and delays. With the implementation of Zoho Billing, our client handles complex subscription models and has enabled automated payment tracking, customized invoicing and recurring billing for both residential and enterprise customers.
Zoho Billing also provided real-time visibility into payment status and allowed the client to scale their billing operations efficiently.
We have implemented Zoho Creator to develop custom workflows for scheduling and dispatching technicians. This tool helped automate and optimize service assignments, ensuring that technicians had real-time access to customer data and service history. By integrating inventory management and service scheduling, Zoho Creator helps our client to reduce repeat visits, improve technician efficiency, and streamline service delivery, ultimately enhancing the overall customer experience.
Our experts implemented Zoho Desk to enhance customer support and streamline the ticketing system for managing customer inquiries and issues. Zoho Desk allowed the support team to access complete customer histories, including billing details, service usage, and previous support interactions, enabling faster and more accurate issue resolution. Automated workflows and routing ensured that tickets were directed to the right department, reducing response time and improving customer satisfaction.
To improve customer relationship management, Zoho CRM was implemented by our experts to centralise all customer data in one unified platform. This helps our client to track customer interactions, manage service history, and access real-time billing information across departments.
Our team implemented Zoho Field Service Management to manage all field operations for our client’s business, such as scheduling and dispatching technicians for new installations or maintenance.
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Results Achieved with Zoho
Key Outcomes Included
- Faster Billing Process:- Automated invoicing and payment processing reduced the billing cycle time and improved cash flow and administrative overhead.
- Error Reduction:- Automation and integration eliminated most manual errors in billing, decreasing discrepancies.
- Enhanced Customer Service:- Customers now have access to a self-service portal where they can view their invoices, track service usage, and make payments, resulting in an increase in customer satisfaction and engagement.
- Operational Efficiency:- By integrating Zoho CRM, Zoho Billing, and Zoho Desk, the client was able to streamline operations, reducing redundant tasks and improving team collaboration.
Performance Improvements
improvement in operational efficiency
increase in customer satisfaction
faster billing process
reduction in Errors
About CRM Masters Infotech
(ISO: 9001-2015 & ISO 27001:2022) Certified Company.
As a Zoho Premium Partner, we bring 9+ years of experience in delivering end-to-end Zoho Solutions that help businesses achieve digital transformation. With a strong focus on supporting Internet Service providers and enterprises across multiple industries, our expertise lies in designing, implementing, and customizing the Zoho application according to your business requirements.
Over the years, we have successfully executed more than 4000+ Zoho projects and built a reputation for reliability, innovation and positive business impact worldwide.
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Frequently Asked Questions (FAQ's)
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The most effective Zoho apps for design companies include Zoho CRM (lead management), Zoho Projects (project tracking), Zoho Books (billing & accounting), and Zoho Analytics (business reporting).
Zoho Projects helps interior design companies streamline workflows with task assignments, Gantt charts, and real-time progress tracking. This reduces delays and improves collaboration between designers, contractors, and clients.
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Zoho Analytics offers real-time dashboards on revenue, project health, client engagement, and vendor performance—empowering interior design leaders to make data-driven decisions.
