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Zoho CRM Implementation and Customization by Navtark

• June 9, 2023

Introduction

Navtark, a trusted technology solutions provider, partnered with a company to implement and customize Zoho CRM, a comprehensive customer relationship management platform. This case study delves into the challenges faced by the company, Navtark’s proposed solution, the technical implementation process, and the successful outcomes achieved through the Zoho CRM implementation.

Problem Statement

The company encountered various challenges in managing their customer relationships and sales processes. They struggled with fragmented data, inefficient lead management, limited reporting capabilities, and a lack of centralized customer information. It became increasingly challenging to scale their operations, optimize sales processes, and deliver exceptional customer experiences. The company recognized the need for a robust CRM solution that could streamline their sales operations, improve data management, and provide actionable insights.

The Challenges

• Fragmented Data: The company relied on multiple systems and spreadsheets, resulting in fragmented customer data. This made it difficult to obtain a holistic view of customer interactions and hindered effective decision-making.
• Inefficient Lead Management: The company lacked a standardized process for lead management, resulting in missed opportunities, inconsistent follow-ups, and a disjointed customer experience. They needed a system that would streamline their lead management and nurture prospects effectively.
• Limited Reporting and Analytics: The company faced challenges in generating accurate and timely reports on sales performance, lead conversion rates, and other key metrics. This hindered their ability to analyze data, make informed decisions, and identify growth opportunities.
• Manual and Repetitive Tasks: The company’s sales team spent significant time on manual and repetitive tasks, such as data entry and administrative work. This impacted their productivity and diverted their focus away from strategic sales activities.
• Integration Challenges: The company relied on various third-party tools for marketing automation, customer support, and email campaigns. However, these tools were not integrated, leading to data silos, manual data entry, and inefficient workflows.
• Scalability and Customization: The company anticipated future growth and required a CRM solution that could scale with their expanding needs. They also needed customization capabilities to align the CRM with their unique business processes and requirements.

The Solution

Navtark proposed implementing and customizing Zoho CRM to address the company’s challenges and provide a tailored solution. The solution encompassed the following components:

• Requirements Analysis: Navtark conducted in-depth discussions with the company’s stakeholders to understand their specific CRM requirements, pain points, and business goals. This analysis formed the foundation for designing a customized Zoho CRM solution .
• System Configuration and Customization: Navtark configured Zoho CRM to align with the company’s sales processes, workflows, and data management requirements. They customized the CRM solution by creating custom modules, fields, and layouts to capture essential customer information. Navtark also implemented automation rules and workflows to streamline sales processes and reduce manual effort.
• Data Migration and Integration: Navtark facilitated the migration of the company’s existing customer data into Zoho CRM. They ensured data cleansing, deduplication, and data mapping to maintain data integrity and accuracy. Navtark also integrated Zoho CRM with the company’s existing systems, such as marketing automation platforms and customer support software, ensuring seamless data synchronization and improved workflow efficiency.
• User Training and Adoption: Navtark provided comprehensive training sessions to empower the company’s team to effectively use Zoho CRM. They covered various aspects of using the CRM solution , including lead management, contact management, opportunity tracking, reporting, and collaboration features. This ensured a smooth transition to the new CRM system and enhanced user adoption.
• Ongoing Support and Optimization: Navtark offered continued support and maintenance services to address any issues, provide updates, and optimize the Zoho CRM solution based on evolving business needs. They assisted with technical queries, resolved issues promptly, and implemented enhancements to further improve the CRM experience.

The Implementation

The implementation of Zoho CRM by Navtark followed a structured approach, encompassing the following steps:

• Requirement Gathering: Navtark engaged with key stakeholders within the company to understand their pain points, desired outcomes, and CRM requirements. They conducted workshops, interviews, and documentation reviews to capture detailed information.
• Solution Design: Based on the requirements gathered, Navtark designed a customized Zoho CRM solution. They mapped out the system’s architecture, modules, workflows, and integrations to ensure alignment with the company’s unique needs.
• Configuration and Customization: Navtark configured Zoho CRM to match the company’s sales processes and data management requirements. They customized the CRM’s modules, fields, and layouts, and implemented automation rules and workflows to streamline sales operations.
• Data Migration: Navtark performed data migration from the company’s existing systems into Zoho CRM. They cleansed and deduplicated the data, ensuring its accuracy and integrity in the new CRM environment.
• Integration: Navtark seamlessly integrated Zoho CRM with the company’s existing tools and systems, including marketing automation platforms and customer support software. This integration enabled data synchronization, streamlined processes, and eliminated manual data entry.
• User Training: Navtark conducted comprehensive training sessions for the company’s team to ensure they were proficient in using Zoho CRM. They covered various aspects, such as lead management, contact management, opportunity tracking, reporting, and collaboration features.
• Go-Live and Support: After thorough testing and quality assurance, Navtark facilitated the go-live of Zoho CRM. They provided ongoing support to address any issues, answer queries, and optimize the CRM solution for improved performance.

Technical Description

The implementation and customization of Zoho CRM involved various technical aspects:

• Lead Management: Navtark customized Zoho CRM’s lead management module to streamline lead capturing, tracking, and qualification processes. They configured custom lead forms, implemented lead scoring mechanisms, and established automated lead routing based on predefined criteria. This ensured efficient lead management and increased the chances of lead conversion.
• Contact and Account Management: Navtark configured Zoho CRM’s contact and account management module to centralize customer information. They created custom fields to capture relevant data and established relationship hierarchies between contacts and accounts. This enabled a comprehensive view of customer interactions and improved customer relationship management.
• Opportunity Tracking: Navtark implemented opportunity tracking in Zoho CRM to enable effective pipeline management and sales forecasting. They customized opportunity stages, established sales milestones, and implemented automated notifications for timely follow-ups. This facilitated better visibility into the sales pipeline and enhanced sales team performance.
• Custom Reports and Dashboards: Navtark designed and configured custom reports and dashboards in Zoho CRM. They tailored reports to the company’s specific reporting requirements, allowing for real-time insights into sales performance, lead conversion rates, revenue forecasts, and other key metrics. Dynamic dashboards with data visualizations provided a visual representation of data, facilitating informed decision-making.
• Email Integration: Navtark integrated Zoho CRM with the company’s email client, enabling seamless email communication within the CRM platform. They configured email templates, automated email notifications, and enabled email tracking to capture communication history and enhance customer engagement.
• Integration with Third-Party Tools: Navtark integrated Zoho CRM with the company’s existing third-party tools, such as marketing automation platforms and customer support software. They established data synchronization and streamlined processes, eliminating manual data entry and ensuring data consistency across systems.

The Outcome

The implementation and customization of Zoho CRM by Navtark resulted in several positive outcomes for the company:

• Streamlined Sales Processes: The company experienced streamlined sales processes with clearly defined workflows, automated lead management, and improved opportunity tracking. This led to increased sales efficiency and accelerated sales cycles.
• Centralized Customer Data: With Zoho CRM, the company achieved centralized customer data management, providing a comprehensive view of customer interactions, preferences, and purchase history. This enabled personalized customer experiences and improved customer satisfaction.
• Enhanced Reporting and Analytics: The company gained access to robust reporting and analytics capabilities through Zoho CRM’s customizable dashboards. They could generate real-time reports, analyze sales performance, and identify growth opportunities. This data-driven approach empowered informed decision-making and strategic planning.
• Improved Collaboration: Zoho CRM’s collaboration features facilitated better teamwork and information sharing within the company’s sales team. They could assign tasks, share notes, and track progress, leading to improved coordination, accountability, and overall team performance.
• Scalability and Customization: The flexibility and customization capabilities of Zoho CRM allowed the company to adapt the CRM solution to their evolving business needs. As the company grew, they could scale the CRM system and customize it further to meet their unique requirements.
• Ongoing Support and Optimization: Navtark provided continued support and optimization services to address any issues, provide updates, and optimize the Zoho CRM solution based on changing business needs. This ensured the company could maximize the benefits of their CRM investment in the long term.

Navtark’s implementation and customization of Zoho CRM successfully addressed the company’s challenges and transformed their sales and customer relationship management processes. Through streamlined sales operations, centralized customer data management, enhanced reporting capabilities, and improved collaboration, the company experienced increased sales productivity, customer satisfaction, and business growth.

With Navtark’s expertise and the robust functionalities of Zoho CRM, the company was empowered to effectively manage their customer relationships, drive sales performance, and make data-driven decisions. The successful implementation of Zoho CRM by Navtark showcased the value of a tailored CRM solution in optimizing business processes and achieving strategic goals.

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Zoho CRM Case Study

Table of Contents

Key Takeaways:

• User feedback is crucial: Zoho CRM values user feedback and uses it to improve the platform’s features and functionality. This approach ensures that the CRM is constantly evolving to meet the needs of its users.
• Zoho CRM is a versatile and effective tool: The Green Table Restaurant’s success story is a testament to the versatility and effectiveness of Zoho CRM. The platform can integrate with other apps like Zoho Campaigns and Desk, providing businesses with a comprehensive solution for their needs.
• Hassle-free data management: Zoho CRM serves as a central hub for all customer data, streamlining data management processes and making it easier for businesses to access relevant information when needed. This feature can significantly improve efficiency and productivity.

Introduction to Zoho CRM Case Study

Zoho CRM is a powerful business tool that helps sales teams streamline their processes and increase efficiency. In this case study analysis , we will delve into the importance of user feedback in Zoho CRM . By examining the user-centric approach of Zoho CRM, we can gain a deeper appreciation for how this tool can help businesses thrive in a competitive marketplace.

Importance of User Feedback in Zoho CRM

User feedback is really important to Zoho CRM . It helps improve the overall user experience. The company knows how vital it is to get feedback from their users, so they can tailor-fit the CRM .

Zoho CRM takes the feedback seriously and implements it quickly. This improves the interface and makes users more satisfied. The feedback helps Zoho create customer-focused solutions that meet their client’s needs.

User feedback also drives future improvements. Zoho puts customer happiness first with every new feature or change requested.

Users can participate in forums to share their opinions on software issues. This helps them be prepared when issues arise.

Zoho CRM’s success is due to how much they value user feedback.

Showcasing Successful Use Cases of Zoho CRM

Discover how Zoho CRM helps businesses succeed with real-life use cases. In this section, we’ll take a closer look at The Green Table Restaurant and how it utilized Zoho CRM to streamline operations and drive growth. Get ready to be inspired by the success of this new venture.

The Green Table Restaurant: A New Venture

The Green Table Restaurant is a new venture that has used Zoho CRM to great success. From the start, they employed it to hold customer info and feedback. This enabled them to meet customer needs and preferences quickly.

Zoho Reports was also used for sales data analysis. This helped forecast demands for ingredients and supplies, as well as optimizing the ordering process and avoiding dead stock in their inventory.

Zoho Campaigns for EDMS was integrated into the system too. This made it easy to manage tickets, tasks, and communications from one place.

The Green Table Restaurant is a great example of how Zoho CRM can help businesses grow faster. It saves time and money by centralizing data. Zoho CRM is the master of ceremonies for that!

Zoho CRM as the Core Hub for Data

Zoho CRM is the top pick of many companies to be the core hub for their data. This cloud-based software stores info from multiple sources. It’s presented in an organized table with sales, marketing and customer service sections. Businesses can access and manage customer data, such as contact details, purchase history and notes – all in one place.

Plus, Zoho CRM has features like lead generation, pipeline management and workflow automation which are not available in other CRM systems. These special features make it easier to manage the sales cycle and give customers a great experience.

One home cleaning business increased their clientele by 50% in a year with Zoho CRM . They were able to organize and manage data better, giving personalized service to each customer. They used Zoho CRM to look at customer feedback and reviews, making data-driven decisions to improve their service.

Integration of Zoho Campaigns for EDMS

Integrating Zoho Campaigns with an Electronic Document Management System (EDMS) is a game-changer for companies wanting to increase productivity and client interaction. The Zoho CRM Case Study highlights the importance of this integration in managing email campaigns, tracking customer behavior, and analyzing their responses.

Zoho Campaigns lets users create and manage email campaigns quickly and effectively, which is essential in today’s market. The integration helps to track client reactions and understand their behavior, allowing companies to refine their marketing strategies and find out what works best.

Using the EDMS integration with Zoho Campaigns offers great benefits. It enables fast deployment of email campaigns, updates client data automatically, and validates leads, reducing the need for manual work. This integration also improves the client experience by giving them a personalized approach.

The Zoho CRM Case Study shows the successful implementation of EDMS integration with Zoho Campaigns, improving productivity and the email marketing experience while keeping clients engaged throughout the sales process. The study also proves the integration is vital for better client interaction and streamlining email campaigns, benefiting companies that focus on personalized and efficient client interaction.

As the Zoho CRM Case Study shows, integrating Zoho Campaigns with EDMS increases the sales team’s efficiency and helps them get better results in less time, leading to better overall performance.

To sum up, integrating Zoho Campaigns with EDMS is a wise decision for companies wanting to optimize their marketing activities, increase productivity, and boost client interaction. With this integration, businesses can stay ahead of the competition and succeed in the highly competitive market.

Desk Integration for Different Apps

Integrating Desk with various applications provides businesses with a powerful solution for seamless collaboration and efficient customer support. It offers a unified view of customer interactions, allowing teams to address queries quickly and accurately. This integration enables teams to handle customer queries, resolve tickets, and manage customer relationships in one platform, leading to improved customer support. For an example of successful CRM integration, check out this Zoho CRM Case Study .

Features such as call logs, customer information, and ticket details help support teams to resolve tickets faster without switching between multiple applications. Moreover, customer queries can be managed across various channels, including social media, email, and phone. Detailed reporting, ticket escalation, and round-robin assignment also help improve ticket resolution time.

Easy tracking of customer interactions, including previous conversations, notes, and comments make it possible to offer tailored and informed solutions. Overall, Desk integration with Zoho CRM fosters effective collaboration between teams and enhances customer support, leading to increased customer satisfaction and loyalty.

Efficiency of Having One Place to Look at All Data

Efficiency in data storage and access is essential for businesses that want to stay ahead. The way to success is having one platform to bring together, watch, and study data. This could increase productivity, reduce errors, and help business performance. A great example of this is Zoho CRM Case Study .

Zoho CRM is a demonstration of how one platform can help businesses store and handle customer and business data more proficiently. It can make sales and marketing smoother, engage customers, and enable teams to work better together. This all-in-one approach gives businesses one source of truth, making the process simpler.

A table of the data efficiency of Zoho CRM highlights the advantages of the platform. It shows how it can keep customers involved, improve decision-making, better team collaboration, and automate sales processes in one place. Businesses can use this to get the most out of their data from one platform.

Plus, Zoho CRM is known for its stringent data security and privacy policies . There are lots of customization and third-party integration options too, giving businesses extra adaptability and scalability. Companies can customize Zoho CRM to fit their needs , using their data to improve performance.

Finally, Zoho won multiple awards for its CRM system. The latest was a 4.4 out of 5 rating from the 2020 Gartner Peer Insights Customers’ Choice awards . This shows the quality and effectiveness of the platform as an all-in-one solution for businesses to manage their data collection, management, and analysis.

The Zoho CRM case study offers proof of the power of a customer relationship management system . It shows that with a CRM, businesses can become more efficient and productive . It integrates sales, marketing, and customer support to meet customer needs. Plus, data analysis helps businesses make smarter decisions and give customers better experiences.

But, for a CRM to work well, employees must be trained and ready to adapt to new processes. The Zoho CRM case study is a reminder of the need for employee training and adoption to get the most out of a CRM system.

In short, businesses should review and update their CRM systems to get the best results. The Zoho CRM case study shows why a CRM system is valuable and how to make it successful .

Five Facts About Zoho CRM Case Study:

• ✅ Zoho CRM seeks feedback from users about positive experiences with the platform and showcases successful use cases. (Source: Zoho)
• ✅ Integrating Zoho Campaigns and Desk with Zoho CRM makes data management more efficient. (Source: Zoho)
• ✅ A company case study highlights the value of using Zoho CRM as the core hub for data. (Source: Zoho)
• ✅ The Lubrication Engineers case study focuses on the benefits of integrating different apps with Zoho CRM. (Source: Zoho)
• ✅ Zoho’s customer case studies demonstrate the versatility of the platform for businesses in various industries. (Source: Zoho)

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Case Study-ZOHO CRM For Solar Energy Company

Oil and Gas 

Europe, Asia, and the Middle East

Project Background

The company’s primary business in the UAE office for protecting oil, gas, and water assets, including pipelines, tanks, and well casings. In addition, the company also has extensive experience in the protection of reinforced concrete structures and jetties. The company faced challenges in lead tracking, customer engagement, and managing its presence in multiple regions. To solve these issues, our company implemented Zoho CRM to improve its business globally. 

Business Problems

Before implementing zoho crm, they faced many challenges:.

• Customer Engagement:- The company needed help maintaining effective communication and engagement with its clients, leading to potential lapses in customer satisfaction. 
• Leads Tracking:- The existing system for tracking leads could have been more efficient, resulting in missed opportunities and a lack of streamlined processes for lead management. 
• Multiple Regions Presence:- With a presence in various locations, the company found it challenging to coordinate and consolidate customer data, which leads to a fragmented view of the customer base. 

Business Objectives

• Improve Customer Satisfaction
• Leads Tracking 

3. Increase Revenue 4. Streamlines Sales Process 

Our Solutions

To address these challenges and meet their business objectives, our client turned to the power of Zoho One:

Lead Gathering from Zoho CRM: We leveraged Zoho CRM to gather and manage leads, ensuring a centralized platform for comprehensive customer relationship management.

Zoho Forms: Multiple forms integrated into the website implemented Zoho Forms, integrating multiple forms seamlessly into the website for efficient data collection.

Zoho Sales IQ: Chatbot for user interaction introduced Zoho Sales IQ to embed a chatbot into the website, enabling real-time interaction and engagement with users.

Alert Notifications on User’s Profile: Implemented alert notifications directly on the user’s profile to facilitate prompt responses and personalised interactions.

Lead Generation with Sales IQ (Chatbot): Leveraged the power of Zoho Sales IQ to enhance lead generation through the chatbot, fostering proactive user engagement.

Impact Of Our Solutions

• Efficient Leads Tracking: – After implementing Zoho CRM, they have a systematic approach to leads tracking, reducing the chances of missed lead opportunities. The sales team could easily prioritize and follow up on leads that lead to improved conversion rates.
• Improved Customer Engagement:- With a centralized CRM system, the company enhanced its ability to engage with customers effectively. The streamlined communication process resulted in increased customer satisfaction.
• Sales Process Managed:- Implementing multiple CCs in the sales inbox improved collaboration and the sales process. This feature allowed team members to stay informed about ongoing communications and collaborate effectively on leads and customer interactions. 

By leveraging Zoho CRM, We successfully integrated these tools to create a cohesive and efficient asset management system for them.

• 98% Improvement in Leads Tracking 
• 95% Improved Customer Engagement 
• 95% Workflow customized 
• 98% of Sales Process Managed 

The implementation process involved careful planning, customization, and training, resulting in a robust solution that addressed the company’s business challenges and improved its operational processes. 

About CRM Masters

CRM Masters provide cutting-edge solutions and always work hard to resolve their clients’ problems within a given time frame. In a nutshell, we intend our customers to be loved by their customers. Our experts study your organization’s needs to identify the most suitable CRM product for your business, which can be implemented with minimum customization. If you have been losing sales and revenue due to a non-responsiveness CRM system that fails to add value after the employees leave the premises, we will take care of it by customizing the CRM. Also, CRM Masters is a Zoho Premium Partner that helps you to build the CRM from Scratch. 

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“I chose to work with Lorin and Gloo because while others seemed to focus only on the technical aspects of Zoho CRM, Gloo's focus was clearly on our sales process and people first, to be followed by technology."

Helped streamline our email marketing campaigns to be very efficient.

"Gloo's configuration, training, and support of Zoho CRM, Zoho Campaigns, and the integration between the two applications has helped streamline our email marketing campaigns to be very efficient. Gloo was instrumental in working with the Zoho CRM consultants to enhance the application so that we at head office can control the email marketing for all our geographically dispersed dealers."

Consider their staff an extension of ours.

"Gloo took a methodical approach to address our sales process, document management, training, and culture to redesign the infrastructure we had in place. Through improved data quality, reduced error potential, and automated document flow our accounting department gained about 16 labor-hours per week by reducing repetitive tasks and automated reporting."

Gloo CRM helped us navigate through the options available to us.

"Over the past few years, Gloo's CRM configuration, training, and support of Zoho CRM, Zoho Mail, and Zoho Docs has helped us organize our business and become much more efficient with how we use our time. Their Zoho consultants helped us navigate through the options available to us to arrive at a solution that now allows us to locate everything we need to manage our customers - customer records, documents, email - all from one centralized and integrated interface."

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"Gloo's ongoing support and flexibility have been key to our Zoho CRM Implementation and we look forward to continuing to work with them as we grow our sales force and enhance our business capabilities."

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10 CRM Case Studies From the World’s Biggest Brands 2024

• Category : Case Studies , CRM , Marketing
• Last updated on August 2, 2023
• By Viktor. A
• No Comments

It is no news that customers are constantly demanding deeper and more meaningful relationships with their chosen brands. That’s why organizations are currently leveraging CRM software to serve their customers better.

Today, we’ve put together useful CRM case studies from some of the world’s biggest brands. This article highlights CRM case studies uses and vital lessons you can replicate in your business.

Before we proceed, let’s look at the meaning of customer relationship management (CRM)

There are two main definitions of a CRM:

• It refers to a business’s principles and strategies to engage better and retain its customers.
• It refers to a software system that helps businesses to manage client relationships, leads, contacts and campaigns. Also, it allows companies to automate their processes and increases productivity.

Examples of CRM Software for lead generation, contact management, and automation are:

Table of Contents

The Best Overall

A sales-focused CRM that leverages AI to automate sales, lead & demand generation. 

Best Budget Choice

Freshsales automates your sales process, and helps drives sustainable business growth.

Best for Workflows

Customize your workflows to track all aspects of the sales cycle, from lead gen to post-sale support.

Best CRM Case Studies

If you’ve ever looked at brands like Apple, McDonald’s, Amazon or even Zara and are wondering how they’re run such conglomerates and still efficient in customer service. Keep reading then; you’re about to find out.

Scott Cook said, Instead of focusing on the competition, focus on the customer. Most of these brands have no superpower. They’ve only learned to focus on only one thing – the customer.

When you’re obsessed with delighting your customers, you will devise creative ways of satisfying them. Let’s go right in.

1. Coca-Cola CRM

The Coca-Cola Company is one of the world’s oldest and most influential brands. With a presence in over 200 countries, Coca-cola started as a carbonated soft drink business. But today, they are a conglomerate with over 200 product lines servicing billions of customers globally.

Logically speaking, for them to exist across several decades and remain relevant and competitive says a lot about their customer service. That said, let’s examine their customer relationship management (CRM).

Coca-Cola CRM Case Study:

Coca-cola’s mission is “ to refresh the world in mind, body, and spirit, to inspire moments of optimism and happiness through our brands and actions, and to create value and make a difference .”

Inspiring optimism and happiness are at the core of Coca-Cola’s CRM strategy. This is evident in their  marketing campaigns , billboards, brochures, commercials, store locations, and products.

We have billions of transactions a day on Salesforce. And everything is connected collaborative, and mobile.

– Ulrik Nehammer, Coca-Cola Germany, CEO.

Coca-Cola uses several enterprise CRM platforms to manage its clients’ relationships and stores globally. They use Salesforce and SAP primarily for contact management. System Applications and Products (SAP) is a strategic enterprise management platform. It’s quite robust and feature-rich.

While they use SAP globally, they use Salesforce on some of their country divisions to manage their business flow, connectivity, and contact management.

Read our complete Coca-Cola case study here.

2. Zara CRM

When you hear the word “Zara”, what comes to mind is clothing, luxury, and lifestyle. Established in 1975, Zara is a Spanish multi-national retail clothing chain.

They specialize in clothing accessories, beauty, shoes, and other lifestyle products. Zara’s phenomenal success in fashion and beauty is a testament to its solid CRM strategy. They effortlessly delight their customers in a way that leaves them returning for more.

Zara CRM Case Study:

Zara’s mission is to “ give customers what they want, and get it to them faster than anyone else .” Deducting from their mission statement, you can see a wordplay that puts royalty and kingship on their customers.

Zara’s CRM case study aims at elevating their customer’s needs above the company objectives. Zara leverages transparency, incentives and perks, support, personalization, swift check-out, and social media to achieve this.

The success of your business is based in principle on the idea of offering the latest fashions at low prices, in turn creating a formula for cutting costs: an integrated company in which it is manufactured, distributed and sold.

– Amancio Ortega – Founder, Zara Fashion Chain

Zara CRM starts with their website, which has a simple UI and is highly personalized to suit the user’s needs. Then, they’re massively present on social media and contribute to social issues affecting their clientele.

Lastly, Zara’s CRM is not complete without transparency and incentives. They’re transparent in all their dealings and usually deploy incentive programs to delight customers.

3. Unilever CRM

Unilever is a British multi-billion dollar conglomerate that deals primarily in consumer goods and consumables. They are arguably the largest producers of soap globally.

Brands like Unilever that have stood the test of time in quality, customer service, transparency, and consistency are worth emulating. With over 400 brands in about 190 countries, Unilever’s CRM strategy is paying off.

Unilever CRM Case Study:

Unilever’s mission statement is “ to add vitality to life. We meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good and get more out of life .”

Unilever’s CRM strategy focuses on elevating people’s well-being and helping them enjoy life to its fullest. This singular aim is the driving force behind their great customer experience initiatives, marketing campaigns, products, and positioning.

It’s about digitizing all the aspects of Unilever’s business to leverage the world of data and increase our digital capability in everything we do.

– Alan Jope, CEO at Unilever.

Another main Unilever’s CRM strategy is centred around Value-Based Procurement. They are keen on supporting their suppliers with upfront value. And they achieve this by empowering their suppliers and distributors with the tools to better relate with them.

They use Salesforce to support their business community and build solid relationships with their partners.

Bayerische Motoren Werke AG, known as BMW, is Germany’s leading automobile brand. They’re a luxury car brand and the  fourteenth largest producer of motor vehicles . BMW cars are known for their standard, uniqueness, and luxury. Let’s examine BMW’s CRM strategy.

BMW CRM Case Study:

BMW’s mission is to “ become the world’s leading provider of premium products and services for individual mobility.”  You’ll agree that BMW has become the world’s leading provider of premium automobile products. But the big question is, how did they get there?

BMW CRM case study is not too distant from the others. Firstly, the focus is on treating customers fairly, which is clearly stated in their  Supplier Programme . Their suppliers and end-users are at the core of their CRM strategy, which has kept them going.

I promise our customers will never have to compromise between driving pleasure and sustainable mobility.

– Oliver Zipse, CEO BMW AG.

Secondly, BMW CRM is focused on producing premium cars to attract new customers and retain the existing ones. And fortunately, it works for them. I’ve seen a couple of folks switch car brands to BMW because their cars are more reliable and have the highest quality

5. Tesco CRM

Tesco PLC is one of the world’s leading grocery and general merchandise retailers. With operations in over 11 countries, Tesco is a hyper-growth company swiftly expanding across territories.

Although it started as a grocery store, it is now morphed into several industries such as banking, technology accessories, and a few others. Not just that, they’ve been named among the top customer-friendly organizations.

Tesco CRM Case Study:

Tesco’s mission statement is  “What we make matters better, together. This statement encapsulates Tesco’s aim to serve customers across cultures and backgrounds.

Tesco is among the first multi-national brand to adopt CRM software. In 2009, Tesco announced that they were adopting the RightNow CRM (now acquired by Oracle).

The key to Tesco’s success is the customer-focused culture that has permeated the company.

– Jeremy Garlick, Partner, Insight Traction.

Tesco’s CRM was primarily used in their call centres to support their electronics division. Aside from that, they used it to amplify their omnichannel communication strategy by managing customer data and interactions across phone, chat and email.

Adopting a CRM helped Tesco be present at all times for their customer when needed across channels. Most importantly, they were able to win the hearts of their customers.

6. Uber CRM

With a presence in 72 countries, Uber redefines how we move and eat. Uber is an American mobility provider allowing people to move conveniently from one location to another. One of the things that makes Uber special is that they’re a mobility startup with no cars. That means they’re servicing two main customer bases: drivers and passengers.

As of the time of writing, Uber has a 72% market share for ride-sharing in the United States, with about 122 million monthly active users

Uber CRM Case Study:

Uber’s mission is “ Transportation as reliable as running water, everywhere for everyone .” In other words, they aim to make transportation accessible at any time.

The big question is, what CRM does Uber use? Uber uses LiveRamp as their CRM anonymizer. Essentially, they LiveRamp CRM to segment users into specific life-cycle stages. It allows them to craft personalized and targeted campaigns that resonate with the customers.

There is a high cost to a bad reputation… it really matters what people think of us, especially in a global business like ours, where actions in one part of the world can have serious consequences in another.”  

– Dan Khosroshahi.

Furthermore, Uber uses CRM to gain deeper insights into how customers use their apps, the frequency, and overall interaction, and even sample their IDs. With these insights, Uber can better serve and delight its customers. More on Uber’s case study here.

7. McDonald’s CRM

As the name implies, McDonald’s is a fast-food conglomerate. They’re currently the leading food service organization operating over 30,000 restaurants in more than 100 countries. McDonald’s expansion strategy is bent on franchises and joint ventures. They also have some sister brands in the fast-fast industry doing incredibly well.

Mcdonald’s CRM Case Study:

McDonald’s mission statement is  to be our customers’ favourite place and way to eat and drink.  Their mission statements depict McDonald’s passion for differentiation, uniqueness, and class.

McDonald’s CRM case study is hinged on their passion for differentiation, which is evident in the architectural designs of their restaurants, food recipe and taste, service delivery, and mode of operation.

Our sustained performance gives us confidence that our strategy is working, as more customers are experiencing a better McDonald’s daily.

– Steve Easterbrook, CEO, McDonald’s.

McDonald’s uses PowerCenter CRM, which is powered by Astute Solutions. This CRM helps McDonald’s efficiently manage their huge volume of customer contacts, analyze data, and manage their store location.

The benefits of CRM software to a business are enormous, and McDonald’s is not left out. They’re equally using it to enhance their marketing efforts and close more deals.

8. British Airways CRM

British Airways is a UK-based carrier and one of the biggest airline groups in the world. They’ve built a reputable brand over the years, which has also given birth to several sister brands.

BA Group is the founding member of the Oneworld alliance. They have over 45,000 employees in 100 countries and assist about 40 million passengers annually. So how are they able to still maintain awesome customer service?

British Airways CRM Case Study:

British Airways’ mission statement is “ To ensure our customers fly confidently that together, we are acting responsibly to take care of the world we live in “. British Airways’ CRM case study is centred around “making their passengers feel confident.”

As we prepare for a safe return to travel, we remain focused on offering our customers the most convenient and affordable testing options to support and facilitate a seamless travel experience.

– Sean Doyle, CEO, British Airways

British Airways uses TCRM BA as its enterprise management solution. The company adopted it in 2002, and since then, they’ve been using it to do the following:

• Campaign management
• Management of loyalty programs
• Leisure database
• External requirements
• Cost savings

Best of all, they use this platform to efficiently manage and schedule all their marketing campaigns internally and externally. They also use for customer service across channels.

9. Amazon CRM

Amazon is an American conglomerate focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence. They’re among the top 5 most valuable companies worldwide and one of America’s biggest employers.

Amazon, which started as an online book store, is currently dominating up to 7 industries. Not just that, they’re a customer-centric company famously known for their outstanding customer service.

Amazon CRM Case Study:

Amazon’s mission statement is “ to offer our customers the lowest possible prices, the best available selection, and the utmost convenience .” Amazon’s focus on the customer is truly remarkable.

Primarily, Amazon’s CRM case study follows these four guiding principles:

• Customer obsession rather than competitor focus
• Passion for invention
• Commitment to operational excellence
• Long-term thinking

We see our customers as guests at a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.

– Jeff Bezos, CEO of Amazon

In fact, they aim to become Earth’s most customer-centric company, Earth’s best employer, and Earth’s safest place to work. That drive to become the best led them to create innovative products like I-Click shopping, personalized recommendations, Amazon Echo, and Fire TV, to mention a few.

So, what CRM does Amazon use? Amazon developed its CRM in-house, which they use to manage its customer data across divisions, countries, languages, and products.

10. Apple CRM

Famously known for their slogan, think differently. Apple is a technology company specializing in consumer electronics, software and online services. Apple is the world’s most valuable company and the first to hit a trillion in market capitalization.

Apple CRM Case Study:

Apple’s mission is “ to bring the best user experience to its customers through innovative hardware, software, and services .” Like Amazon, Apple is a customer-centric company that is truly obsessed with its customers.

Apple is also obsessed with its product quality. Their products are highly standardized and unique. And it’s the reason why they enjoy a high level of brand loyalty. Apple’s customers are one of the most loyal sets of customers globally.

Apple CRM case study is centred around four cardinal points: Apple customer-centric outlets, understanding customer needs, Apple ID, & irresistible branding that works. I explained them in detail  here .

Also, like Amazon, Apple uses an in-house CRM to manage its customer data, marketing campaigns, and customer relationships. Apple loves owning their processes, so most of its operations are usually in-house.

Wrapping Up!

These case studies show us the efficacy and formidability of a CRM software. When out to efficient use, it can be a very powerful tool. And it doesn’t matter the size of your business, whether big or small. All you need to do is to pick a CRM that aligns with your business goals and run with it.

Looking for a CRM to start with? Here are our recommendations:  Zendesk ,  Pipedrive ,  Hubspot ,  Zoho  and  Freshsales . Click on any one of them to claim your free trial.

Frequently Asked Questions

Customer relationship management use cases are real-life examples and applications of CRM software and strategies. Like the 10 use cases from big brands listed in this article.

There are tons of use cases for CRM systems, but here are three profound ones: CRM systems can serve as a contact management system, a pipeline system for attracting and converting them paying customers, and a workflow automation station.

Essentially, the main components of CRM are contact and database management, workflow automation, omnichannel marketing capability, and integration options.

Viktor. A is a writer and researcher with experience writing about various topics, including CRM software, SaaS, finance, and technology. When he's not writing, he's swimming and travelling

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Zoho CRM Case Studies

Zoho crm implementation case studies, project name : crm implementation for a group discount seller company.

• External system integration : MailChimp, SMS Gateway
• Country : India
• Industry segment: Automobile sector, Group Discounts business model
• Project Description: One of the Great things about Zoho CRM is its simplicity. The beginners love its intuitive user interface and easy to use features. One such beginner we introduced to Zoho was from Group Discount sector. They would get their leads through their website and then form groups according to demand to get the best bargain. In such business model, how quickly you can respond to coming leads can be crucial for business. When implementing it for them, we not only automated most of their sales related communication by integrating SMS gateway with Zoho CRM, we made the reports so insightful that it gave them a better hold over their business. From managing with Excel sheets and word docs, this new way of highly productive working, gave a boost to their confidence about ability to manage their expanding business.
• Duration of the project : 3 weeks

Project Name : CRM Implementation for a Business Magazine Publisher Company

• External system integration : Joomla, MailChimp
• Country : Chile
• Industry segment: Publishing Sector, Media industry
• Project Description: Everybody knows Business Decisions taken based on Information give better returns. But despite having sophisticated systems at disposal, getting right information at right place at right time before right guys is still such a difficult task. One of our customers from South America region had approached us with this problem. Apparantely, he had already implemented Zoho CRM but needed our help in getting the information flow right across different systems. Our expertize in integrating different systems came really handy while working with this customer. The end result was that he is seeing much more tangible benefits from his investment in Zoho CRM with our help. That obviously makes us proud being an Alliance Partner of Zoho.
• Duration of the project : 2 weeks

Project Name : CRM Implementation for a Telecom marketing company

• External system integration : MailChimp
• Country : Singapore
• Industry segment: Telecommunication sector, Online Marketing
• Project Description: There are many hidden gems in Zoho CRM which can be unearthed only by experts. Though Zoho CRM looks simple, it has a lot of flexibility. This customer from South Asia was actually tentative when she approched us. She was unsure if it was possible with Zoho CRM. Their business process demanded that not just sales but also continuous customer engagement and marketing related activities be automated. After we were done with their Zoho CRM customization, they were pleasantly surprised. They could now schedule the emails with attractive templates to be sent automatically to dynamically changing customer list at regular intervals.
• Duration of the project : 4 weeks

Project Name : CRM Implementation for a Electrical Hi-tech manufacturer

• Country : Costa Rica
• Industry segment: Manufacturing sector, Electrical and Hi-tech Industry
• Project Description: Some customers use Zoho CRM in a very different manner than regular users. Typically the nature of their business or industry forces them to have a unique business process. One such customer of ours comes from electrical manufacturing sector. The initial reasons why they moved to Zoho CRM from their existing CRM were ‘Cloud’ and ‘Cost’. They wanted any time any where access to all at reduced cost to improve the organization’s flexibility. The solution that we suggested after going through all their systems including Zoho CRM convinced them that Zoho CRM can do much more than just cost cutting for them. They were especially impressed with our training sessions on usage of Zoho CRM which is part of our regular Zoho CRM customization.

Project Name : CRM Implementation for an Online Education Portal

• External system integration : WorldPay Payment Gateway, MailChimp
• Country : UK
• Industry segment: Education, Online commerce
• Project Description: For small start ups who have big vision but scarce resources, they need sophisticated automation early on to boost their chances of survival and success. One such customer approached us with the challenge of complete automation of his sales process. During customization of his Zoho CRM, we integrated WorldPay payment gateway and MailChimp with his Zoho to give him seamless experience of using it. With Zoho tailored to take care of most of the ‘other’ stuff, he could focus on his core business i.e. catering to more and more students with their different subject needs by bringing quality teachers and books to his platform.

Entire Business Process Automation :

Project Name: CRM Implementation for a Music Production company

• External system integration – Email, PHP/MySQL based app and Xero
• Industry segment: Small business, Music, Entertainment
• Project Description: Zoho CRM was implemented for a music production/mucical event management company. The business process was very complex and we automated entire business process. They also wanted to make sure that they use a single system (CRM) for better customer connect, up-sell/cross-sell their services to their clients. We also built custom connector between Zoho CRM and Xero.

Integrating with Other Already Existing systems :

Project Name : CRM Implementation for a motivational speaker

• External system integration – 1ShoppingCart
• Country : USA
• Industry segment: Small business, Business Success, Professional Speaker/Consultant
• Project Description: Zoho CRM was implemented for one of the world’s most renowned motivational speaker. They wanted to make sure they use a single system(CRM) for better customer connect, up-sell/cross-sell their services/products to their clients. We built custom connector between Zoho CRM and 1Shopping cart. They also wanted to integrate their online store’s data with Zoho CRM.

Project Name : Zoho CRM Customization for a Manufacturing company

• External system integration – MailChimp, Xero , Email
• Country : NZ
• Industry segment: Small business, Manufacturing
• Project Description: Client was in manufacturing domain. We helped them with CRM customization and also created custom MailChimp and Xero Connectors for them.
• Country : Australia

Sales and Marketing Automation :

Project Name: Zoho CRM Implementation for Franchise business

• External system integration – MailChimp, PointofMail, Website and Email
• Industry segment: Small business, Franchise management, Hotel Management
• Project Description – Customer had a franchise business for food chain. They had plans of offering “mobile fast food chain”. We helped them set up franchise lead management system. All operations were automated. We configured Zoho CRM and also created custom Zoho to MailChimp Connector as per their requirements.

Project Name : Zoho CRM Customization for a Reputation management company

• External system integration – MailChimp and Email
• Industry segment: Small business, Professional services, Reputation management
• Project Description – Customer was an online reputation management business. We helped them set up lead management system. All operations were automated. We configured Zoho CRM and also created custom Zoho to MailChimp Connector as per their business requirements.
• Duration of Project : 1 week

Project Name : Zoho CRM Customization for a Trading business

• External system integration – MailChimp, Website and Email
• Country : USA, China, Mexico
• Industry segment : Small business, Trading , Import/Export
• Project Description – Customer was an import/export house based in China. They wanted to use Zoho CRM as a operational system. We helped them set up lead generation, sales automation, inventory, invoice, vendors and also created very interesting reports as per their requirements. All operations were automated. We also created custom Zoho to MailChimp Connector as per their business requirements.
• Duration of Project : 4 weeks

Ensuring CRM is at the Centre of all the Systems :

Project Name: CRM Implementation for a Telecom company

• External system integration – Zoho Creator, Pricing system in PHP/MySQL
• Industry segment : Small business, Telecom, Mobile
• Project Description : Zoho CRM was implemented for a small telecom company. They were selling mobile plans and handsets to customers. They wanted CRM to be used as a central repository for all their operations. We build a custom PHP/MySQL based app to make this happen. They wanted to make sure they use a single system(CRM) for better customer connect, up-sell/cross-sell their services/products to their clients.

Project Name : Zoho CRM Implementation for an IT services business

• External system integration – MailChimp, website and Email
• Industry segment : Small business, Professional services /Consulting company( IT)
• Project Description : Zoho CRM was implemented for a small IT consulting company. They had a virtual mall concept and were selling these services through several intermediaries across the globe. They wanted CRM to be used as a central repository for all their operations and also custom integration with MailChimp. We configured CRM system as per their requirement and also created custom MailChimp Connector for their campaign management

Project Name : Zoho CRM Customization for a Online shop

• External system integration – BigCommerce
• Industry segment : Small business, Online business
• Project Description : Zoho CRM was implemented for one of the very popular online stores in USA. They wanted to make sure they use a single system(CRM) for better customer connect, up-sell/cross-sell their services/products to their clients. We built custom connector between Zoho CRM and BigCommerce. They also wanted to integrate their online store’s data with Zoho CRM.
• Duration : 6 weeks

Project Name: Zoho CRM customization for Accounting firm

• External system integration – MailChimp, Online Project Management software
• Industry segment : Small business, Accounting firm
• Project Description : Zoho CRM was implemented for a small accounting firm in India. They wanted to make sure they use a single system(CRM) for better customer connect, up-sell/cross-sell their services to their clients. We also configured our standard Zoho to MailChimp Connector for campaign/newsletter management.
• Duration : 2 weeks

Migration from Excel sheets to CRM :

Project Name: Zoho CRM customization for a Travel company

• External system integration – On premise system
• Industry segment : Small business, Travel and tourism
• Project Description : Zoho CRM was implemented for a small travel company in India. They wanted to make sure they use a single system(CRM) for better customer connect, up-sell/cross-sell their services to their clients. We created several custom work-flows for them.

Better manage the growing Business :

Project Name : Zoho CRM Customization for a Video Conferencing Production business

• External system integration – Website, PHP/MySQL system and Email
• Country : USA, Japan
• Industry segment : Small business, Video equipments, Video Production/Broadcasting
• Project Description – Customer had a unique service offering. They used to offer streaming of an event online. Their main problem was lead nurturing. We helped them set up lead generation, lead nurturing, sales automation, invoice, vendors and also created very interesting reports as per their requirements.

Project Name : Zoho CRM Customization for a Immigration Consultancy Business

• External system integration – Email
• Country : India and UK
• Industry segment : Small business, Immigration Consultant, Visa Consultant
• Project Description – Customer was an Immigration consultant. Client had operations across India and were looking for effective CRM. We helped them set up lead generation, lead nurturing, sales automation, invoice, vendors and also created very interesting reports as per their requirements.

Zoho CRM Implementation

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Zoho SalesIQ Review in 2024: Key Features & 5 Case Studies

The expected size of the conversational AI market is $1.3B by 2025, growing at a CAGR of 24%. 1 Zoho SalesIQ, as an all-in-one chat and analytics platform, stands out with a variety of features they offer. Zoho’s goal in utilizing conversational AI is to provide engagement tools that communicate with each site visitor in each phase of customer lifecycle. 

There are various alternatives to Zoho SalesIQ in the market that can compensate for the inadequacies. In this article, we will take an in-depth look at SalesIQ with its features, pros and cons to give you an idea of its place in the market.

Zoho SalesIQ Overview

SalesIQ is a part of Zoho corporation, an Indian multinational technology firm specializing in the creation of computer software and web-based business tools. In 2022, the company announced a 38% percent growth compared to the previous year and has exceeded 80 million users. 2 SalesIQ offers customer engagement tools to enhance interactions with visitors throughout their journey on a website.

Which sectors can benefit from Zoho SalesIQ?

Including visitor tracking, contact management, analytics and more, SalesIQ offers 15+ features in 8+ areas. Some of them are:

• Manufacturing
• Real estate 
• Restaurants

Key Features & Capabilities

Real-time visitor tracking: Through visitor tracking features, businesses can get a grip on page views, location, and referral sources. This can help businesses to detect patterns and personalize the buyer journey.

Nudge leads: Trigger conversations based on a wide range of parameters such as pages visited, country, or a certain activity on the website like a payment failure.

Built-in audio assist: SalesIQ offers built-in audio calling, screen share, and voice notes within the chat window. This can help enhance the customer queries.

Single portal for multiple channels: SalesIQ can be used across multiple channels—such as Facebook Messenger, WhatsApp, Instagram—through a single dashboard.

Auto-pilot customer support: Businesses can build no-code chatbots through SalesIQ.  

Multiple language support: SalesIQ is available in 28+ languages, including Japanese, Thai, Korean, Polish, Danish, Hindi, and Chinese.

Plug-and-play integration with 30+ apps: SalesIQ can be seamlessly integrated with other Zoho products, such as Zoho CRM and Zoho Desk, and third-party tools like Clearbit, Google Analytics, Mailchimp, Leadberry, and Haptik, allowing businesses to easily access and analyze customer data from a single platform.

How does Zoho itself benefit from SalesIQ?

SalesIQ integrates with most of the Zoho products. We added 3 products to this section both to give you an idea of the integration and to show the internal functionality of the product. 3  

Zoho One , primarily designed as a business operating system, centralizes all business processes under a single platform, streamlining communication, collaboration, management, transfer, and integration of business data. The number of chats they get around per month is 1600. They commonly use SalesIQ’s chat routing feature to efficiently route customers to the respective teams: product or admin support. 

Zoho Desk, a customer service platform, offers features such as omnichannel ticketing, self-service options, automation, AI, analytics, and various marketplace integrations. Zoho Desk utilizes SalesIQ, handling approximately 4000 chats per month to provide customer support.

Check out our vendor deep dive on Zoho Desk and its alternatives .

Zoho CRM and Bigin , Zoho CRM is an end-to-end sales solution for businesses, aimed at optimizing sales processes, driving growth, and fostering lasting relationships. Zoho CRM’s website features three departments, each handling its own chats. Thus they utilize SalesIQ’s routing feature to route chats from various regions efficiently to the right departmental representatives. 

Solutions by Industry 

In this section, we will show how SalesIQ creates solutions in which industries through case studies.

Mahindra & Mahindra Limited

Mahindra & Mahindra Limited is an automobile manufacturing company based in India. 4    

Challenges : Before SalesIQ, the company used another software and in its channels, an agent had to answer all customer queries. The marketing, strategy, and sales teams asked for chatbot and widget integration.  

Solution & Outcome: SalesIQ simplified the process for visitors to interact with the chat widget and ask basic questions to the chatbot. When needed, agents can quickly join the conversation, review previous chat history, and respond accordingly. Company was also able to set business to inform visitors when agents are available online. The bots operate based on webpage content, allowing agents to begin live chats with a respective context. 

Additionally, visitor tracking shows agents the pages customers visited before starting a chat. This leads to better conversation preparation. SalesIQ also offered integration with Salesforce. The company emphasized that free trial was enough to choose, and implementation was easy. The company has seen an increase in digital sales revenue

Clements Realtors

Clements Realtors , is a  real-estate company based on Texas. 5     

Challenges:  Previous chatbots used by Clements Realtors failed to offer their agents who were busy in the real estate field and couldn’t simultaneously manage website live chats. The company required a system that could track website visitors and aid prospects and clients without needing their staff to be constantly available. Thus, the company sought a solution to immediately assist prospects with information on property loans, banks, and title deeds.

Solution & Outcome: The company implemented a visitor tracking feature that provides a real-time overview of website visitors, arranged into four concentric rings based on selected criteria, placing the most promising prospects in the innermost rings and less engaged visitors in the outer rings. This feature also offers detailed information on each visitor, including their name, location, actions, and time spent on the site. 

They also utilized Zoho SalesIQ’s codeless bot builder for its easy-to-use drag-and-drop interface. Their bot, Zanny, operates autonomously using prebuilt flow blocks, requiring no human intervention.

FundsIndia is a financial service firm specializing in mutual funds, stocks, corporate fixed deposits, and NPS. 6   

Challenges: Managing four different product offerings complicated FundsIndia’s process due to varying customer groups, with some subscribed to multiple products. Manually connecting customers with advisors was a time-consuming identification process. 

Solution & Outcome: When a customer starts a live chat, SalesIQ’s bot checks their email in the CRM, retrieves their advisor’s details, and instantly connects them. This automation has saved FundsIndia about 35-40% of their support agents’ time (Figure 1). 

Company claims to have responded to the emails 2-3 days previously, but, with SalesIQ, they respond in under 4 minutes. 

FundsIndia also uses SalesIQ’s live chat for customer onboarding. Their chat lists the product options, letting visitors indicate whether they are existing or new customers. This selection directs them to the onboarding team, turning them into leads and potentially future investors.

Chef Bharath

Chef Bharath is a one-stop B2B startup portal for the Indian Culinary Industry. 7    

Challenges: Chef Bharath was  in search of a strong communication solution for their media business. Their team wanted to have a ‘Contact Us’ button on the website for smooth communication.

Solution & Outcome: Through SalesIQ, their team gained valuable insights into the visitors, including their location and the areas of the website they frequented most. This information helped them tailor their content to meet visitor interests. As visitors engaged with Chef Bharath’s content and sought further information, they connected with live agents through SalesIQ’s live chat widget. SalesIQ converted these chat conversations into emails, which could then be shared with advertisers to refine their strategies.

ADTRAV Travel Management

ADTRAV is a travel management company. They provide solutions for corporate, government, and non-profit (NGO) travel.

Benefits & Outcome: By utilizing SalesIQ, ADTRAV could set up automated questions and backend workflows. SalesIQ’s integration with CRM showed the company some leads on customers such as their journey to our website, duration of stay, number of pages viewed and more. 8    See Figure 2:

Zoho SalesIQ pricing packages

SalesIQ offers different payment options for companies of different sizes. 9 These options can be differentiated in terms of product access, usage, benefits and support. 

Please see the table below for more information on pricing:

Zoho SalesIQ performance evaluation

One-stop solution: Users commonly praise that Zoho offers a comprehensive suite that integrates with other Zoho applications. 10 See Figure 3: 

Cheap : 30+ users from different review platforms expressed their satisfaction with SalesIQ’s affordable price. 11 See Figure 4:

Source: Trustradius. 12  

Tracking capabilities . 50+ users from different review platforms highlighted the ability to track user’s actions on the website through SalesIQ. 13   14 15 See Figure 5:

Mobile-app: Through Zoho’s mobile-app, customers can receive notifications real-time and fulfill customer needs faster. 16 See Figure 6: 

Customer support: Users underlined that the technical support services they receive from SalesIQ are not efficient enough. Figure 7 shows that the software scores below average on this area. 

Source: G2. 17

Visitor tracking on mobile: Several users claimed that SalesIQ can fail to detect visitors that visit through mobile. 18

External Links

• 1. “ Accenture ” Accenture . Retrieved on December 1, 2023. 
• 2. “ Zoho hits 38% annual growth, celebrates milestone investments ” Businessday . Retrieved on December 1, 2023. 
• 3. “ How Zoho uses SalesIQ across 180+ countries ” Zoho SalesIQ . Retrieved on December 1, 2023. 
• 4. “ Mahindra & Mahindra enhances its engagement experience with SalesIQ ” Zoho SalesIQ . Retrieved on December 1, 2023. 
• 5. “ Clements Realtors – Zoho SalesIQ customer success story ” Zoho SalesIQ . Retrieved on December 1, 2023. 
• 6. “ https://www.zoho.com/salesiq/customers/fundsindia.html ” Zoho SalesIQ . Retrieved on December 1, 2023. 
• 7. “ Chef Bharath’s journey with Zoho SalesIQ ” Zoho SalesIQ . Retrieved on December 1, 2023. 
• 8. “ Zoho SalesIQ Reviews and Customer Success Stories ” Zoho SalesIQ . Retrieved on December 1, 2023. 
• 9. “ User-based plans that scale with your team ” Zoho SalesIQ . Retrieved on December 1, 2023. 
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• 13. “ Zoho SalesIQ Reviews. ” G2 . Retrieved on December 1, 2023. 
• 14. “ Zoho SalesIQ Reviews ” Capterra . Retrieved on December 1, 2023. 
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• CALL US: ‪(866) 764-4477

Michael Yana

Case study: netsuite to zoho migration.

• January 13, 2023
• , Case Studies

Company Profile:

HMS Fabrics is one of the largest fabric distributors in the USA for men’s clothing, which ran its business operations using a complex set of tools and platforms.

Problem Statement:

They had been using the legacy system NETSUITE as their CRM but found that it was becoming increasingly expensive to maintain. Additionally, since the system was so outdated, it could not easily accommodate new features and technologies or integrate with other systems.

HMS Fabric’s management team decided that it was time to migrate their data to a more modern CRM that would provide them with greater capabilities. They decided to use ZOHO as their chosen platform and approached us, knowing our expertise in the area of data migration.

Our Solution:

We began by conducting an assessment of their existing CRM and mapping out the relationships between different modules and data points. We then developed a plan to back up and migrate the data to ZOHO.

Once the migration was complete, we ran a series of tests to check that all of the data had been migrated successfully and that everything was functioning as it should be. We also provided HMS Fabrics with comprehensive training on how to use ZOHO CRM so that their team would be able to make the most of its features.

The result was a smooth transition from their old CRM to ZOHO and immediate access to better data management capabilities. With our help, HMS Fabrics was now able to run its operations more efficiently and gain insight into customer interactions that had previously been unavailable. The team at HMS Fabrics was very pleased with the outcome and thanked us for our expertise. 

We were proud to have provided HMS Fabrics with a more robust and effective CRM system that allowed them to streamline their business operations. We look forward to continuing our partnership in the future. 

We appreciate the trust that HMS Fabrics placed in us and are proud to have been part of their journey toward greater efficiency. We look forward to continuing this relationship, as well as helping many other businesses benefit from ZOHO’s features.       

We have experience successfully migrating data from all types of platforms, making sure our client’s data is safe throughout the transition.

Technologies Used: ZOHO CRM , Zoho desk

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