CRM for Everyone is a single platform for end-to-end collaboration among multiple teams involved in customer-related workflows. It is designed to help your sales teams coordinate work with other teams in order to provide smooth, fast, and coherent experiences to your customers.

Customer-related work in an organization is usually managed in multiple tools due to the involvement of various teams. These tools could range from sophisticated, customizable software such as a CRM for the sales department to the ubiquitous spreadsheet used by the delivery team to track deliveries, as well as the different communication tools like chat and email utilized by all teams for internal collaboration.

Using multiple tools can result in teams losing context for their work, experiencing delays when switching between apps, facing challenges in collaboration due to requests going back and forth using different tools, and more. To avoid this, businesses must customize and integrate these various tools. This requires time, effort, and money, including the cost of acquiring tools and paying multiple admins to maintain those tools and integrations.

Wouldn't it be easier to provide great customer experiences if we could simplify our tool set and bringing as much customer-related work as possible into the CRM?

To do this, the different teams that perform such work must work within the CRM, bringing their data and processes into it. Teams typically don't do this because they prefer to have control over the tools they use to monitor their customer-related tasks. On the other hand, CRM admins value reliability and security when managing the CRM, as it contains customer and account information. Giving admin-level power to multiple users or teams goes against the principle of least privilege and raises privacy and security risks. Overpowered users could unintentionally cause harm by wielding their immense power without realizing it, even in the absence of malicious intent.

CRM admins prevent these problems by restricting teams from making changes to the CRM. Non-sales teams struggle to work in the CRM, as even minor changes require the attention of busy CRM admins who are already handling multiple similar requests. As a result, they eventually switch to tools that are more easily accessible and under their full control.

So, to simplify our tool set, we need multiple teams to move into the CRM. For multiple teams to move into the CRM, they should have enough power to bring their data and processes into the CRM but not too much power that could potentially cause harm as feared by admins.

After teams move in, they can streamline collaboration by adding users as requesters to team modules tracking deliverables. With that done, requests can be easily raised and efficiently monitored in the Requester tab, available to all users. Learn more.

They can automate repetitive work and ensure process compliance by making use of the automation and process management features available in team modules. Learn more

CRM admins will retain control of critical modules like Contacts, Accounts, and Deals (called organization modules) that contain the context needed by multiple teams to do their work. Instead of being swamped with multiple change requests by different teams, they can focus on tweaking the CRM to meet company-wide objectives. Learn more about how CRM Admins can get started with Team modules and observe best practices. 

Access to a Teamspace can be managed by teamspace admins to restrict unauthorized users from viewing the data. The organization modules visible in the teamspace will be based on your profile permissions set by CRM admins. Your access to team modules within the teamspace will be determined by your profile in each specific team module as assigned by the admin of that module. In short, everyone will have access to the data they require, no more and no less.

Users from customer-facing teams can quickly log into the CRM and work within their Teamspace. Within a team module, they can switch to a view that suits them (Kanban view, list view, canvas list view, canvas table view, canvas tile view, Zoho Sheet view). We've even included a new view called chart view to help users visualize their module data as charts within the module itself!

Users can minimize time spent switching apps as their work, context, and collaboration are present within the CRM. If they need to request something from another team, they can smoothly move to the Requester tab and raise a request there. If they need to make a change to a team module, they can simply request their team module admin (a member of their own team). For a large team that wants to track such requests, a dedicated team module can be used for handling intra-team requests. Users can be guided through processes using blueprints while automation features help in automating assignment, approval, and workflows.

Compare this to the experience of logging into the CRM to view account details, transitioning to the work management tool to track work progress, initiating a chat conversation to make a request, and accessing the internal IT or operations portal to request a change that will require weeks to implement. Working this way is difficult once you have experienced the capabilities of our solution.

We hope CRM for Everyone will facilitate increased adoption of the CRM by multiple teams and help them quickly collaborate at scale, thereby providing amazing customer experiences at lower cost and with a simpler tool set.