Challenges
Before implementing Zoho, the company struggled with problems related to the organization of the sales department, including a distributed database, the lack of one central place where information about customers and the activities of the sales department is collected. DEKRA Certification Sp. z o.o., a company employing many regional managers focused on the sale of specialized services, wanted to promote sales on the basis of cross-selling.
It was a challenge to separate leads from many different sources. The information from the completed forms went to different places, therefore it was difficult to control the correct handling of the new leads. Additionally, employees had to spend their time rewriting data into the system. Marketing had a separate database that was not constantly updated. The sale did not know about all marketing campaigns and how customers reacted to them.
Solution
The company uses ZOHO CRM to manage the sales path and maintain excellent relationships with customers. We used Zoho Forms to create extensive forms, and thanks to the integration with Zoho CRM, the information from the forms is immediately transferred to the system and is delegated to the appropriate employees. Zoho CRM is a collective place where data flows from many different sources. In this way, using CRM, we managed to control the path of handling new leads, as well as automate this process. Employees save their time and do not have to rewrite data to another system. Zoho Sales IQ is used to monitor website traffic. We use Zoho Reports to create extensive reports and analyzes, which automatically download data from CRM, Creator and Survey. Mailing campaigns to customers are sent by Zoho Campaigns, thanks to which also in the CRM itself, merchants can receive sales signals as soon as their customers react to the campaign sent. They can then take appropriate steps quickly. We use the Zoho Survey to collect feedback on our process and service quality. It is interesting that the overall results can be analyzed in the Zoho Survey, but also in the customer card in CRM, we can check how the customer responded to the survey at any time.
Effects of implementation and benefits
From the point of view of saving employee time, work efficiency has improved significantly since switching to Zoho. We have managed to refine the customer service process: from filling in the contact form by the customer, through the contact and quotation process, to the order. Dekra uses the Zoho suite of products and takes advantage of Zoho's built-in integrations, which brings a number of benefits. Integration with an external system for posting offers resulted in saving employees' time, because there is no need to manually rewrite data from the system to the system, and in addition, in CRM you can check what offers the customer has received at any time.
Tools
- Zoho CRM
- Zoho Poll
- Zoho Forms
- Zoho Campaigns
- Creator
- Zoho SalesIQ
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