Challenges
The company required a system that would enable them to store a customer database for profiling customers, as well as to monitor orders and concerns in order to enhance the customer experience and facilitate upselling and cross-selling. In addition, they were searching for a ticketing system that could provide effective ticket management capabilities, since their existing system lacked a well-defined SLA and relied on Excel for reporting. Hence, the absence of a flexible and unified system resulted in operational inefficiencies and disruptions, prompting the company to seek out a viable solution.
Solution
Initially, Devtac implemented Zoho Desk for managing the company’s ticketing system. However, to meet their evolving requirements, they decided to adopt Zoho CRM Plus instead. Aside from the CRM, Included in CRM Plus are eight supplementary programs; Campaigns, Desk, SalesIQ, Social, Projects, Surveys, Analytics, and Zia. By using a single, unified interface, Zoho CRM Plus enables all their customer-facing teams to work as one. This unified approach makes it easy for the company to switch between the different components of Zoho CRM Plus. To make the platform even more suitable to them, Devtac customized the system to support multiple functions such as order taking, order dispatch, and delivery tracking. This is in addition to automating workflows that assign tickets to the appropriate personnel. With Zoho CRM, the company has access to a unified platform that allows them to store both customer and product information. Furthermore, the inclusion of Zoho Campaigns allows them to execute marketing activities such as email and SMS marketing. They can also manage and track their social media pages thanks to Zoho Social and the integrations made. An intensive collaboration between Devtac and the company was done until the system was operational, ensuring that it met all of the company’s needs.
Outcome
By leveraging Zoho CRM and Zoho Desk as their main platform, the retail company has improved their daily operational efficiency. The updated system has fostered greater transparency and collaboration across the organization, enabling them to handle both incident management and customer relationship management with ease.
