Case Study. OxyHealth. Zoho CRM and Google Apps Deployment Project. Copyright 2014 ViWo, Inc.

Transcription

1 Zoho CRM and Google Apps Deployment Project Copyright 2014 ViWo, Inc.

2 Case Study From the time I first contacted VIWO, we were up and running within a week. Another high note was how available and approachable the VIWO consulting team was during the transition period. Samir Patel CEO,, LLC Medical manufacturer,, turns to VIWO to deploy ZOHO CRM & Google Apps for Business Company Overview Located in Sante Fe Springs, CA, LLC is a manufacturer and seller of hyperbaric chambers; medical devices used to increase the uptake of oxygen by a body s red blood cells. Since started 10 years ago, they have seen the popularity of hyperbaric chambers expand into many fields of medicine. They have had to grow and mobilize to maximize their potential business. Background Many of s business systems were created several years ago and they were not able to keep up with the challenges posed by today s requirements. Access was a huge issue for company. Their sales team over the years became increasingly mobile. On-premise legacy systems were becoming a substantial bottleneck for their growth and efficiency. Prior to this project the company was using Goldmine for CRM Swishmail for Office 365 for Documents Quotewerks for Quoting and Contracts Quickbooks for Accounting and Invoicing On premise PBX for Telephony Their biggest and most pressing issue was CRM. Goldmine was increasingly hard to maintain and was less and less suitable for their workflow. The new CRM solution needed to be cloudbased, highly accessible from mobile devices, and integrated with the system. Tracking communication was of the utmost importance for business, especially because the firm s activities is regulated by the FDA. There was lots of manual work required to associated s to records in Goldmine and fidelity was low. This was the source of lots of pain and wasted time. (888) info@viwoinc.com 2

3 Challenges When VIWO s consulting team was called in we encountered a situation that posed multiple challenges both at a technical and a business functional level. The solution to be implemented had to meet the following main requirements: Challenge 1 Challenge 2 Challenge 3 Challenge 4 Challenge 5 Expedited service High mobility Security Tracking Quick Adoption Client required very quick response The sales team needed access from the office and when on the go Access to sales data had to be controlled Communication had to be tracked for internal and external policy compliance Users had to be up and running fast. Challenge 1 Expedited Service s atypically structured data was causing serious problems with duplication when they tried to migrate their data to Zoho CRM. This was becoming very disruptive to operations. Immediate resolution was needed to preserve the continuity of daily business. Onsite Consulting VIWO tries to maintain flexibility for just these cases. Plans often have gaps and things still need to get done. VIWO was able to go on-site with 2 consultants within days and plan, consult, deploy and train the team on ZOHO CRM on a short notice. (888) info@viwoinc.com 3

4 Challenge 2 Mobile Highly Mobile Sales Team Sales Team Travel had become a regular part of s sales process. They continually found themselves needing to input and review data or manage tasks on the road. Additionally, various initiatives required operations outside normal business hours, which also required outside-office access. It became apparent that required a cloud-based CRM with a companion native mobile app to perform at their best. ZOHO CRM + Mobile App App Zoho CRM was implemented and customized with their workflow mapped. VIWO recommended that deploy Android smartphones and tablets and provision the ZOHO CRM mobile app. The Chrome browser was recommended and implemented for web access. Challenge 3 Security As a firm regulated by the FDA, it was mandatory that s communication be tracked with high-fidelity. It was necessary that users not be involved in the decision to track an , the process needed to be automated. It was important that s contacts would be more secure; that employees would be unable to directly export the contacts to their personal smartphone address book. Custom Profiles + Clutch Mobile Edit/delete privileges were funneled to one person, to maintain the fidelity of the database. Contact sync to mobile devices was disabled to prevent downloading contacts locally (a potential data/intelligence leakage point). Clutch Mobile was recommended to secure mobile devices and modulate website access. (888) info@viwoinc.com 4

5 Challenge 4 Communication Tracking Tracking communication is critical for. This is due both to quality of service, sales optimization, and FDA oversight. There was lots of manual work required to associate s to records in Goldmine and fidelity was low. Google Apps + Integration Google Apps was recommended and implemented to solve this problem. The many advantages to Gmail as well is the robust integration with Zoho was very attractive for. This solution gave them automated tracking which logged all inbound and outbound communication, accessible at the click of a button from within their contacts. This setup also gave the users Zoho CRM functions from within their GMail inbox as well as calendar syncing. Challenge 5 Adoption CEO, Samir Patel, made training a high priority and knew that the success of the implementation would ride on how well his workforce adopted the new tools. He felt that face-to-face training sessions were most effective. Training Two onsite ZOHO CRM one Mobile App training sessions were held. Every session had it s own Q and A segments. Aids were available to address specific user queries and provide setup assistance. Additionally, VIWO provided substantial postimplementation support; clarifying how the system works, last minute questions, problem solving, and troubleshooting to assure a smooth transition. (888) info@viwoinc.com 5

6 Results quickly became more productive and efficient. I found myself working more because I actually had the ability to get more done, said CEO Samir Patel. Most users adopted the new tools with enthusiasm, especially Google Calendar and Drive. With the ability to work everywhere, not just in the office, Samir says that he sees high potential for not only making more money, but saving money as well. Samir was very pleased with how fast VIWO facilitated the deployment. From the time first contact VIWO, they were up and running within a week. Another high note for him was how available and approachable the VIWO consulting team was during the transition period. Samir has since recommended VIWO to other business owners, and says he gladly would again. About VIWO Founded in 2004, VIWO is a leading cloud solutions provider that sold the very first Google Apps for Business License in As an original Google Apps Reseller, we ve grown to be one of Google s largest and highest rated small business partner. In early 2014, Google awarded us the esteemed 2013 SMB award for North America. VIWO also partners with other top cloud solution providers to ensure that your business productivity needs are met. VIWO s certified specialists and engineers have allowed over 5,000 organizations to benefit from and realize the transformational power of the cloud. Version: 05/27/14 (888) info@viwoinc.com 6