Real CRM integration in Support

Real CRM integration in Support

We're using Zoho Support for the following cases:
  • Support current customers.
  • Handle messages from our website contact form.
  • Handle messages from our info@ e-mail.
  • Handle messages from our sales@ e-mai.
We're also starting with Zoho CRM.

There is one thing that is quite cumbersome though. Except from the first point in the above list, the other options are very related to CRM and sales. Out of those contacts, we're clearly developing the following CRM related data:
  • Leads, for those who can be potential customers.
  • Accounts and Potentials, for those immediately showing interesting on buying from us.
  • Contacts for the above items.
In fact, we decided to go with Zoho right because we found both Support and CRM in the same place. We even found the "CRM integration" option. But now we're quite disappointed. There is no integration in fact. Those are simply separated applications which import data. It's just like Sales Force and the thousands of third party apps that integrate with it.

The conclusion, we're coping and pasting data from one app to the other. Pretty senseless.

Now, the question: wouldn't a real integration case like the above be something obvious, considering that companies like us want to talk with a single SaaS vendor for all its different needs?

Is there any light in the tunnel?

Frederico