Zoho CRM Configuration Enables Workflow Automation And Increases Lead Management Returns For An Industrial Export Firm

We carried out detailed analyses in phases to understand the client's existing lead-gen efforts and to get an idea of the present conversion rate. Based on these in-depth analyses, we decided on implementing workflow automation processes to improve lead-gen outcomes and maximize the conversion rate. In order to create digitized versions of different offline processes followed at the client's firm, we used Zoho CRM's Blueprint capabilities. After closely analyzing the client's business requirements, we finalized Zoho CRM solution.

Owing to its flexibility and a wide array of features, we used Zoho to help the client drive business transformation. We started using Zoho Flow to design and deploy workflow automation at the core of the business. Our team designed a responsive lead-capture form using Zoho Forms. Our team customized the CRM solution to auto-update the lead's details once a form was filled.

These forms are proven to attract leads for diverse businesses. So, we became the obvious choice in designing this form using Zoho and then deploying it as a dynamic link. We made sure to transfer the data related to leads from forms to the CRM dashboard through an automated process. Additionally, we customized the Zoho CRM system to allow the sales team to manually feed leads into it. That is how we created a single source of truth for all leads in the Zoho CRM dashboard.

Front-End

Our team worked alongside designers to make sure the Zoho CRM dashboard's look and feel reflected the client's brand. Our Zoho CRM experts customized the dashboard to reflect the client's preferences in terms of functionality and style. Some of the highlights of the front-end work we did on the project are mentioned below.

• Created a well-organized, intuitive, responsive administrator panel and other CRM templates to give a complete view of all the leads and business processes
• Developed a lead-capture form using Zoho Forms--the CRM solution's built-in form builder
• Ensured the form was quick to load and responsive on different devices

Backend

The client followed a siloed approach for managing its processes related to offering solutions for trading, IT, financing, and supply chain. To consolidate these siloed processes, the client sought the help of our Zoho experts as Zoho CRM was the preferred business solution. Our Zoho experts designed business workflows using Zoho Flow connecting different business applications the client used and unifying processes.

• Embedded the lead-capture from designed by us on the client's website
• Used Zoho CRM's Blueprint capabilities to create the following processes:


• Once the lead state is created the transition goes to 4 states: Qualified, Not Qualified, Missed Attempt 1, and Junk Lead. Not Qualified and Junk Lead are options reserved for scenarios when the lead does nothing.
• Missed Attempt 1 transition goes to 2 states either Qualified or Missed Attempt 2. If Missed Attempt 2 is activated, then it goes to No Response.
• If the leads gets Qualified, then the transition will go this state - Waiting for Financial Document.
• From Waiting for Financial Document, there will be two transition states - Received or Not Received.
• If the state is received, then it will be moved to Finance User; if not received, then a system-generated follow-up message will be sent to the lead, asking for the documents.
• From Finance User, there are two transition states: If yes, then Approved Customer and LC Requirement; if not, then Reject Customer and LC Requirement. For both the statuses, an automated email will be sent to the sales person.
• After the Approved State, the transition will happen to convert the lead to Account and Contact. Then the deal will be created. From this point, there will be two transition states - Details Filled or Details Not Filled. If not filled, then an automated follow-up email will be sent. And if filled, then requirement understanding/segmentation will happen. Accordingly, the records will be assigned to the procurement team and it will check the matching requirement of a suitable supplier.
• After requirements get matched, an automated process will add a record in SAP Ariba; this record will lead to the New Supplier. From a New Supplier, two transition states will be available - Yes or No. If Yes, then take all financial documents, assign supplier to Finance User/Status and Perform DD. If No, then the automated process of raising an RFQ will be activated.
• From the status Perform DD, there will be two transition states - a positive supplier DD or a not positive supplier DD. If not, then the supplier's financial documents will get rejected and the reason will be updated. If yes, then move to the Procurement User phase; from there, an RFQ will be raised.
• After the Final/Best RFQ selected, the supplier will offer on a CRF basis. If yes, then a process for preparing and submitting questions will be activated. The same process will also automatically run a feasibility check and add costs on ex-works and FOB offers.
• After submitting a quotation, the supplier will need to wait for getting the approval on the quotation. If the supplier's quote is accepted by the client, a process for issuing sales contracts and Pro Forma Invoice will get activated. However, if the quote is rejected, a reason will be captured and updated automatically.

Our Development Process

We followed an agile methodology to execute the project at astonishing speed. The decision to go with an agile methodology was simple - we required delivering the project incrementally without hampering on the quality of the deliverables. To that end, we set up different milestones marking the completion of the project. Here are some of the key steps we followed throughout the development process.


• Initiated the discovery session where we understood the project requirements more clearly
• Defined the scope of the project and determined the stakeholders who will be involved in the project development life cycle
• Built forms, set up workflow automation, and tested the deliverables before sending them for the client's review
• Provided post-deployment support to the client's team to help it understand how the Zoho CRM dashboard works