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Zoho Partner / Reseller - Dhruvsoft

Enhancing Business Operations with Zoho One for Interiors / Constructions Company

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Overview  

Custom Space Technical Services, aka Custom Space Gulf Contracting Company in Saudi Arabia, is a premier fit-out solutions provider across the Middle East. Renowned for excellence, the company offers comprehensive turnkey fit-out, carpentry, joinery, renovation, HVAC, civil, mechanical, and electrical services across diverse sectors.

Custom Space collaborates with clients and design professionals to deliver bespoke solutions, ensuring projects align with client specifications and vision. With a strong commitment to quality, cultural respect, and adherence to local content requirements, Custom Space combines technical expertise with a client-centric approach, making it a trusted partner for transformative space solutions.

Enhancing Business Operations with Zoho One for Interiors / Constructions Company

Executive Summary

Custom Space Technical Services sought to streamline its business operations and improve customer relationship management using Zoho One of applications, including CRM, Books, Campaigns, and SalesIQ. This case study details the successful implementation, customization, and training provided, which resulted in improved efficiency, enhanced customer engagement, and seamless business processes.

Problem Statement and Key Challenges

The client faced several challenges that hindered operational efficiency and customer management:

  1. Fragmented Processes: Multiple systems and manual workflows caused delays and errors in managing leads, sales, and customer interactions.
  2. Lack of Integration: Existing tools were not integrated, leading to data silos and difficulties in tracking customer journeys.
  3. Limited Automation: The absence of automated workflows resulted in redundant tasks and inefficiencies.
  4. Compliance Needs: The client required solutions that were compliant with regional tax laws (Saudi Arabia).
  5. Training Gaps: Staff lacked expertise in utilizing CRM and associated tools to their full potential.

Evaluation of the Problem

A thorough requirements-gathering phase was conducted through user requirement calls to capture business needs and align them with Zoho’s capabilities. This phase included mapping requirements to Zoho products and preparing a comprehensive Business Requirement Document (BRD). Key insights included:

  • The need for customized CRM modules to manage leads, accounts, and deals.
  • Integration requirements between Zoho applications for seamless data flow.
  • Training requirements for both admin and end-users to ensure effective tool adoption.

Proposed Solution

A tailored implementation plan was designed to address the identified challenges:

  1. Initial Application Setup:
    • Configured Zoho CRM, Books, Campaigns, and SalesIQ for the client’s operational needs.
  2. Zoho CRM Customization:
    • Organization setup, role-based access control, and pipeline customization.
    • Development of custom reports and dashboards for actionable insights.
    • Integration of Web-to-Lead forms and creation of email templates.
  3. Zoho Books Setup:
    • Organization setup with tax compliance for Saudi Arabia.
    • Customization of quotes, invoices, and purchase orders.
    • Integration with Zoho CRM for streamlined financial workflows.
  4. Zoho Campaigns:
    • Set up and synced contact lists.
    • Designed workflows, autoresponders, and templates.
    • Integrated campaigns with CRM for lead tracking.
  5. Zoho SalesIQ:
    • Personalization, operator setup, and live visitor tracking.
    • Implementation of a Zobot for automated interactions.
    • CRM integration for better lead management.
  6. Training:
    • Delivered admin and end-user training for all applications, ensuring seamless adoption.

Implementation

The implementation followed a phased approach to minimize disruption:

  1. Requirements Gathering: Conducted detailed sessions to document and validate business needs.
  2. Application Setup and Customization: Completed initial setups and tailored each application to align with the client’s processes.
  3. Testing and Validation: Ensured all configurations and customizations functioned as intended.
  4. Integration: Linked applications for seamless data exchange and process automation.
  5. Training: Delivered focused training sessions to empower users and admins.

Result

The customized Zoho solution delivered significant improvements:

  • Enhanced Efficiency: Automated workflows reduced manual tasks, saving time and resources.
  • Improved Customer Engagement: Integrated tools provided a unified view of customer interactions, enabling personalized service.
  • Seamless Financial Management: Integration between CRM and Books streamlined quotes, invoices, and purchase orders.
  • Scalable Solution: The tailored setup allowed room for future growth and adaptability.
  • Knowledge Empowerment: Training sessions equipped staff with the skills to leverage the tools effectively.

Customer Testimonial

It was a great experience with the Zoho (partner’s) Team led by Sunil, supported by, Naveen throughout the journey. Starting from plan to implementation I experienced a very professional approach and I appreciate each one of your team for the ultimate support in the area of providing solutions to technical glitches or modifications as and when required. I recommend the ZOHO ONE platform for those who are looking for a complete solution for their corporate day-to-day activity. Thank you for your wonderful support. Mr. Shrisha Kumar, Executive Director, Custom Space Gulf Contracting Company

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