Zoho One implementation for ecommerce operations.
A premier UK-based company specializing in high-quality oak and internal doors. Renowned for their products and commitment to sustainability, they cater to homeowners, builders, and interior designers. Operating two distinctive brands, the company has built a strong reputation in the home improvement industry.
Fragmented Systems Hindering Growth
The client faced challenges from an outdated and fragmented CRM system that could not unify operations across its two brands. This created bottlenecks, including:
- Disorganized data management across both brands
- Inefficient handling of email communication and lead management
- Manual intervention required for routine workflows
- Ineffective ticketing systems to address customer queries promptly
To overcome these challenges, the company needed an ERP solution that could integrate its operations and improve efficiency.
Tailored Zoho Ecosystem Implementation
Working with Delveio Consulting, the client began a comprehensive effort to unify and improve their operational workflows. Through the implementation of Zoho CRM, Zoho Desk, Zoho SalesIQ, RingCentral Telephony Integration, and Zoho Flow, we enabled the company to address its challenges and scale its operations across both brands on a single Zoho One instance.
- Roles and Profiles. Defined roles and permissions to improve data security and accountability for both brands.
- Module Customization. Customized sections and fields to reflect the distinct workflows of each brand. Designed dedicated layouts for Leads, Contacts, and Deals.
- Task Automation. Configured notifications for new leads, missed calls, email bounces, and email receipt by record owners, ensuring timely follow-ups.
- Advanced Workflows and Custom Functions. Implemented a duplicate detection function to merge new lead records with existing contacts. Automated ticket creation from the CRM for support emails sent to sales addresses. Built a custom function to auto-correct improperly formatted phone numbers. Created a "Copy Address" button to streamline address updates. Automated lead creation for calls from unknown numbers and added descriptions as notes for accepted calls. Introduced timeline-based tags for efficient record tracking. Automated round-robin distribution of incoming emails to appropriate team members.
- Email Management for Dual Brands. Emails from two separate brands were configured to flow into the CRM via forwarding from individual sales inboxes to a generic email address. Integrated this generic email into SalesInbox within the CRM for organized management. Used the CRM email parser to handle unique requirements.
- Established departments for distinct brand workflows
- Defined ticket assignment rules to allocate queries efficiently
- Configured Help Centres for customer self-service
- Designed SLA policies to enforce strict response and resolution timelines
- Automated ticket assignments and escalations using round-robin workflows
- Developed reusable templates for consistent communication
- Integrated Zoho Desk with CRM and SalesIQ for data sharing
- Customized configurations for each brand to maintain operational clarity
- Implemented a two-brand, single-flow Zobot to assist customers instantly
- Integrated SalesIQ with CRM and Desk to improve lead tracking and engagement
Integrated telephony capabilities with Zoho CRM to streamline communication:
- Automated the conversion of missed calls into leads, assigning them to the appropriate brand
- Enabled voicemail logging and call recording against relevant CRM records via Zoho Flow and webhooks
Automation workflows were built using Zoho Flow:
- Routed missed calls through IVR to the correct brand in CRM
- Assigned RingCentral leads to specific users within CRM
- Automated the logging of voicemail recordings for follow-up precision
Through the Zoho suite's customized implementation, the client resolved its operational challenges and achieved greater efficiency. This not only streamlined their processes but also positioned them for scalable growth and improved customer satisfaction.
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