Many organizations use different software systems to manage emails, calls, customer relationship management, etc. for their sales, marketing, and support teams. Since customer information is in silos, it's difficult to understand customer behavior, improve inter-department and team collaboration, and monitor and track real-time analytics. It's also difficult to identify the life cycle phase your customers are in and have a single view of customer data. So the only way for organizations to overcome these challenges is to have a comprehensive view of customer data on one software platform, which is usually time consuming, laborious, and expensive.

 

Zoho CRM Plus changes all of that. With a suite of business applications on the Cloud, organizations have fewer obstacles to creating the best customer experience possible. Zoho CRM Plus includes Sales Automation, Exclusive Email Client for Sales People, Visitor Tracking, Helpdesk, Projects Collaboration, Marketing Automation, Social Media and much more so that it's much easier for your sales, marketing, and support teams to know each customer's history and have a single view of their data. CRM Plus enables organizations to improve operational efficiency, maintain customer satisfaction, and accelerate business growth. From reaching out to prospects to closing deals to offering support and retaining loyal customers, Zoho CRM Plus is with you in every phase of the customer life cycle.

Zoho CRM Plus brings together 16 applications across sales, marketing, support and analytics, all under one unified dashboard without the need to switch between apps.

CRM - Sales automation, managing leads and the sales pipeline

SalesIQ - Track website visitors

CommandCenter - Manage customer lifecycle

Campaigns - Email marketing

Social - Social media management

Survey - Customer survey management

Marketing Automation - Personalize customer's marketing journey

PageSense - Track and analyze website performance

Backstage - Manage events end-to-end

Webinars - Host and manage webinars

LandingPage - Build landing pages

Desk - Ticketing and support management

Analytics - Monitor metrics across all apps

Projects - Project delivery and collaboration
Workdrive - Internal file management

Cliq - Team collaboration 

 

Let's understand the use of these applications in a unified interface with the help of use cases.

1. A customer has received a damaged product and has reached out to support to raise a complaint for it. The ticket has been received and assigned automatically to one of the service agents on Desk. Upon reviewing the ticket, the agent becomes aware of the issue and wants to know the purchase history with the particular customer (i.e. the products purchased, the warranty period and the year of purchase), and finds this information within CRM – all without the need to switch applications or tabs. With the complete context in hand, the agent isn't just resolving the issue, but is also taking care of the customer experience on the whole.

What became a quick resolution within CRM Plus could have taken a lot of time and dependency, if the agent had to reach out to the sales team for more information on the customer and wait for their response to handle the ticket, if this was being handled by multiple applications. 

Zoho CRM Plus also provides customization options. With Advanced Automation, you can create workflows; schedules; web forms; rules for escalation, lead assignment, and approvals; and notifications.

 

2. Let's say you are planning to launch a new product. You can create a social media campaign or an email campaign. With the help of SmartQ, you can publish the post to the targeted audience.

 

Your campaign responses can then be tracked, so you can identify who from your campaigns has visited your website and automatically convert them to leads. You can also interact with website visitors instantly through live chat and answer their questions.

 

Once you've created new leads, you can contact them by phone, email, chat, or through other channels supported by Zoho CRM Plus. You start receiving sales queries from prospects and find emails piling up in your inbox. With SalesInbox, you can organize and prioritize emails, create filters that reflect sales priorities, and view how your contacts have progressed through the sales life cycle. You can also perform CRM activities right from your inbox; automate lead conversion process; set rules to create leads, contacts, and deals; and assign time to remind you when you need to hear from prospects or customers that matter to you most.

 

Now you can track all further conversations and transactions you have with that prospect. And, once the deal is won, you can create a project, set milestones, create tasks, and track project activities and project issues and close them. You can also give your client permission to view and keep track of project activities and deliverables. You can understand their journey through the website on CommandCenter and analyze what path they navigate to make the purchase finally.

 

Once your customer has purchased your product, you can assist them through Helpdesk. Track customer tickets, define your SLAs, and measure customer happiness. You can create advanced surveys to get periodic feedback from customers to improve your product.

 

Reach out to your customers and build lasting relationships with them by creating, sending, and tracking your email campaigns in Campaigns. Create campaigns so you can cross-sell and up-sell your products, segment your subscriber list, and add new subscribers. Take advantage of auto-responders to send emails, share your campaigns on social media, and see how well they do in real time.

 

Business intelligence reports and dashboards can be created to analyze customer data and make informed decisions. You can set targets, create contests, and motivate your sales team to perform better with Motivator in CRM. Through contests, you can foster healthy competition among your team members, help them win trophies and badges with every deal they close, and generate more revenue.

 

The centralized user management feature lets you add and manage users to Zoho CRM Plus from a centralized place. With centralized user management, you can ensure that your customer data is secure, without introducing complicated processes.

From engaging your prospects to generating and nurturing leads to closing deals to providing better customer support, you can manage each process in your sales, marketing, and support teams with Zoho CRM Plus.