Scaling the customer journey: What's new in CommandCenter

Scaling the customer journey: What's new in CommandCenter

Dear Customers, 

The last time we connected about CommandCenter, it was about the tool's new controls and revamped UI. Personally, the overhaul of the UI from the last update, still excites me.

Today, we're here with news about its scalability and added scope.

Let's talk about scalability first!

By their very nature, customer journeys are non-linear and unpredictable. Any tool that helps these journeys evolve through multiple touchpoints should also scale alongside them—and that's exactly what we've achieved with this update.

We've introduced CommandCenter as a distinct application in the Zoho One and CRM Plus bundles. If you're not aware, CommandCenter—along with is Path Finder and Journey Builder capabilities—has long been a feature set in Zoho CRM (and still is). It works with:
  1. Signals that are CRM-borne or CRM-integrated
  2. Data that flows through Zoho CRM modules
  3. Actions that are executable within and without your business's operational layer
 Adding CommandCenter in Zoho One and CRM Plus has unlocked new opportunities to discover, build, and extend customer journeys through these bundles and across multiple business functions. We included this feature set because we've envisioned its potential to empower capabilities like end-to-end journey management, interoperable Signal reception and action delivery, and comprehensive success measurement.

Learn more about what CommandCenter includes in Zoho's bundles: CRM Plus and Zoho One

Now let's discuss scope. We've added the following new enhancements to the Journey Builder:

Common transitions

In addition to standard one-to-one transitions, we've now added common transitions. Standard transitions carry Signals between one source stage and one destination stage. If you have multiple stages converging to a single stage, with standard transition, you’d need as many destination stages to traverse record from the source stages. This is where the common transition can be of great use. If you have two or more stages requiring only one Signal to move to the next stage, you can use common transition as opposed to using multiple one-to-one standard signals.


Take a look at the following journey. The Lead Verification and Prequalified stages are distinct stages that need to converge on the subsequent Lead Qualified stage.
 
Usually, you'd need two standard transitions with the same Signals repeating for each of them. This enhancement solves this redundancy. You can simply add one common transition between as many source stages and one destination stage, and the records in the source stages will converge on the destination stage—seamlessly and without crowding the builder interface.

Multi-org authorization

Each CommandCenter is now equipped to work with Signals from multiple organizations. All you have to do is to authorize those desired applications in your Signal configuration page and the deal with the organization selection within the builder, as you build.


Although the ability to switch may appear in Zoho CRM, authorizing multiple organizations can be done only from within the Setup menu of the CommandCenter app, which is currently available in the Zoho One and CRM Plus bundles.
 
Here's more information about configuring and authorizing Signals in CommandCenter.

CommandCenter-exclusive actions

Actions makes for the orchestration layer in CommandCenter. In addition to associating actions from Zoho CRM, you can use CommandCenter’s in-app actions for executions not related to CRM. The actions include:
  1. Custom function
  2. Webhook
  3. Emails


Imagine you are into home interiors. To build, share, and finalize designs, you work with your prospects closely in an home-bound design application. Based on the stage of the sales pipeline, you take them through different design stages. And, as and when the prospect alters their design choices, they will have a copy of the design export shared as an email.

In this case, your Signals will come from pipeline in your CRM and action will be executed in another application, for which CommandCenter’s default action can truly help work with cross-application orchestration.
 
And that's a wrap!

CommandCenter is growing one stage at a time (to use CommandCenter's own metaphor :)), and is ready to take prospects and customers through a range of internal and third-party touchpoints and applications. In the coming days, we will roll out significant enhancements with a single objective: Journey Orchestration throughout the span of your business.

 
See you soon!
 
Kind regards,
Saranya Balasubramanian
CRM Marketing

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