Build new modules to bring every unique customer-facing process inside Zoho CRM
Every organization operates with a set of business processes that are unique based on their industry-specific needs. From managing customer onboarding to addressing customization requests, no two organizations operate in quite the same way. The differences in these processes arise from the organization structure, type of industry, customer base, and expectations.
With no centralized databases to map these processes, organizations often grapple with the challenge of managing these unique processes and workflows. Sales, marketing, and pre-sales teams might each use separate tools or processes to manage the same customer's journey.
The inability to track and analyze these processes within a single system creates blind spots which leave organizations to depend on third-party tools to identify areas of improvements. With different measures and multiple tools being used to handle these processes, organizations are unable to deliver personalized services, leading to unhappy customer experiences.
As a result, organizations face challenges such as:
- Disconnected work processes
- Communication gaps across teams
- Lack of customer context
This is why it's vital to have tools and systems that can adapt to these unique workflows and accommodate the specific requirements of each business.
While we have CRM modules to cater to broad business scenarios, they are too generic to resolve the challenges posed above. For instance, some businesses with specialized processes or operational needs would find it difficult to adapt the CRM to track their metrics or manage tasks. As customer requirements continue to evolve, many businesses rely on a customizable tool to streamline all their unique business operations on the same platform.
With this in mind, Zoho CRM promises that Custom Modules enables users to customize their CRM platform to fit their business needs.
Custom modules transform your CRM from a generic tool into a personalized powerhouse that aligns with your business's unique needs. With custom modules, users can create tailor-made sections within their CRM to accommodate specific business requirements.
Why Custom Modules Are Necessary
We know that every business operates differently, with different sets of processes to cover their full range of requirements. For instance, a business might need a way to track product customization requests, handle customer onboarding, or manage vendor contracts. These processes aren't natively supported in a CRM setup. Now, with custom modules, users can cater to such requirements, thus extending their CRM to cover all their bases.
In cases where business processes require multiple teams to collaborate, an organization can create custom modules that can be accessed by the necessary teams. This will help improve transparency with real-time updates, providing access to all teams involved in the process.
Most importantly, custom modules make it possible to keep all necessary data available within a single module. Organizations can now handle requests effectively, leading to better outcomes and greater customer satisfaction.
With custom modules, businesses can:
- Create dedicated modules within their CRM to manage unique business activities effectively
- Define fields and layouts to capture unique data, ensuring critical information is not overlooked
- Keep all relevant data under one roof, eliminating the need for external tools or spreadsheets, making data organization and retrieval easy
- As a business grows, their requirements become more complex, and so does the need to address this complexity. Custom modules can be evolved to solve this.
This enables greater flexibility and customization to meet the unique needs of each organization rather than relying solely on out-of-the-box CRM functionality.
Scenarios
Here are some processes that businesses would need to create custom modules for:
1. Product Customization Requests: Create a module to track and manage customer requests for product changes. Say, ZylkerInc, a start-up specializing in tracking software for shipping industries, uses CRM to manage their business. To cater to their customers' unique needs based on transportation modes—such as road, air, sea, or rail—they can customize their software accordingly. By creating a custom module titled "Customization Requests," they can efficiently track and manage the specific customization requirements submitted by their customers.
2. Customer Onboarding: Track the onboarding journey of new clients, ensuring all necessary steps are completed efficiently. Let’s take the example of Zylker Enterprises, a software start-up renowned for its tracking software. With a high volume of new customers signing up for accounts, they need an efficient way to manage onboarding requests. By creating a custom module named "New Customer Onboarding," they can effectively track and support customers as they begin using the software, ensuring a smooth and seamless onboarding experience.
3. Event Management: Develop a module to plan and track events, including attendees, schedules, and outcomes. For example, Sun Media House, based in California, serves clients from diverse backgrounds by helping them organize events for various occasions. They rely on Zoho CRM to manage customer relationships efficiently. With events scheduled throughout the year, it’s crucial for them to ensure that every event is well-planned and executed smoothly. By creating a custom module called "New Events," they can track the progress of event planning, including scheduling, registrations, and host details, ensuring smooth event management.
4. Education-based Institutions: Use a custom module to manage education-based processes like training programs, student progress, and course feedback. Highland School of Business Management, which uses Zoho CRM for its educational operations, can greatly benefit from this functionality. By creating custom modules, they can streamline processes related to teachers, students, courses, and training programs. For example, they can maintain organized records for their list of teachers, students, and courses. Additionally, custom modules enable them to efficiently plan, organize, and track training programs for both students and teachers, ensuring seamless management of their educational initiatives.
5. Claims Processing: Use a custom module to manage insurance claims filed by customers. For instance, SafeHaven Insurance, a car insurance company based in Chennai, uses Zoho CRM to support their growing business. With a large customer base and a variety of insurance policies catering to different scenarios, efficient claim management is crucial. To achieve this, they can create a custom module called "New Claims" to record and track claims filed by their customers. This module enables them to assign each claim to an agent for prompt handling and ensures claims are processed efficiently, providing a seamless experience for their customers.
Benefits of creating custom modules
- Gain a personalized CRM experience by curating their CRM to reflect their business’s unique processes.
- Helps Increase productivity by automating unique processes and reducing manual efforts with custom workflows.
- Make informed decisions with organized and easily accessible data readily available for teams.
- Save Costs by avoiding investments in third-party tools when custom modules can meet business-specific needs.
- Achieve scalability when a business grows. Custom modules can be evolved to handle the evolving needs of a growing business.
Customizing modules empowers users to maximize their CRM tool's capabilities, leading to greater growth opportunities. Explore custom modules today to unlock your CRM's full potential.
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