Bringing business Context to your work with Connected Records in Zoho CRM for Everyone

Bringing business Context to your work with Connected Records in Zoho CRM for Everyone

Hello Everyone,

We are excited to unveil phase one of a powerful enhancement to CRM for Everyone - Connected Records, available only in CRM's Nextgen UI.

With CRM for Everyone, businesses can onboard all customer-facing teams onto the CRM platform to provide the best services for their customers. Teams work in their own designated spaces on the platform, and more often than not, business context gets lost as tasks transition from one team to another. To address this challenge, we have introduced Connected Records, a powerful feature that will help multiple teams coordinate seamlessly. Connected records enable teams to focus on their processes while the CRM handles coordination, delivering the right customer context to the right team at the right time.

So what are connected records? 

Connected records help users link records between two modules. This feature helps improve coordination across teams and eliminate the need to rely on email and chat for task coordination. 

Whether it's linking a deal to a product demo request and then linking the same deal to an onboarding request when the deal is closed won or linking a deal directly to a contract request or to a customer advocacy request if the onboarding is successful, this feature ensures all teams have the right context at the right time to execute their work. (See image below)


From the above image, we can understand that the connection for each record will differ depending on the specific task or use case, making it unique to that record.

How can you create connected records?

You can create connected records in two ways :
  • Manual creation : Create connected records manually from within an organization module linking it to a record in the team module or from within a team module linking it to another team module.

    For instance, we can create a product demo record in the pre-sale team module directly from a new deal in the deals module or create a customer advocacy record in the advocacy team modules directly from an onboarding record in the onboarding team module.

  • Auto-connect records using workflows : When you have a clear outline of the various steps in your sales process, you can connect records from one step to another automatically using a workflow rule.

    For instance, we can automatically create an onboarding record in the onboarding team module when the deal stage is marked as closed won or create a win/loss analysis record in the marketing team module when the deal stage is marked as closed lost. This will help maintain continuity between the two steps and also provide the teams working on these records at both steps with clear customer context.      

What else do connected records offer? 

With connected records, requesters can raise requests from any module instead of navigating to the My Requests tab every time.
When records are linked between two modules, users can use public fields to display record details to team members who are not part of the module, so essential information is available for those members to complete their process efficiently. 

Use Case: Managing a Deal in CRM with Connected Records  

A prospect has inquired about a product for their business, leading to the creation of a deal record named Zylker Deal in the CRM system. To ensure the deal progresses smoothly and is closed successfully, multiple teams need to collaborate and access relevant data to execute their processes for this deal. Imagine the number of emails or chat messages required to coordinate this process across teams. This is precisely where connected records come into play.

With connected records, the Zylker deal record can be connected across various modules managed by different teams within the CRM platform, enabling the deal to be closed successfully. This eliminates the need to rely on emails and chats, providing a seamless way to link and share critical information across teams.

Let's see how this can be done:

Step 1 : Linking the Deal to the Case Study Module

The first step involves connecting the Zylker Deal record with the Case Study module managed by the Marketing team. This allows the sales team to access the relevant case study to persuade the prospect and strengthen their decision to purchase the product.

The sales executive can manually create a connected record from the Zylker Deal record of the Deal module directly to the Case Study module. Thereby, requesting the marketing team for a relevant case study and creating a connection from an org module to a team module.


Step 2 : Connecting the deal record to the Demo Module

If the prospect is convinced and is moved to the second step, they will require a demo of the product. So, the deal record can be linked to the Demo module managed by the Pre-sales team.

The sales executive can manually create a connected record from the Zylker  deal record from the Deals Module directly to the Demo module. Thereby raising a request to the Pre-sales team to conduct a demo for the prospect and creating a connection between two team modules.



From Step 1 and Step 2, we understand that each record's connection will be different. They will differ on a record level based on the use case or task at hand. Connected records will achieve connections between org modules and team modules or between two team modules.  

Step 3 : Onboarding After the Deal is Closed (Won)

The prospect likes the demo and decides to purchase the product. Once the Zylker Deal is successfully closed as won, the deal record can be linked to the Onboarding module managed by the onboarding team. This facilitates the transition from sales to onboarding, and most often, manually creating an onboarding request for every record that reaches the Deal won stage can be time-consuming and repetitive for the sales team. So they can simply automate this process.

This can be done by setting up a workflow rule to automatically connect records from one module to another. So the sales executive can set up a workflow rule saying whenever a new record is created with the deal won stage, create a new connected record in the onboarding team module, thus automatically raising a request to assist the customer in setting up their account.


Thus, when you know your sales pipeline, you can create a connected record from within a workflow to link a record from one step to the next.

Step 4 : Linking to the Training Team for Ongoing Assistance

Finally, after the customer completes the onboarding process, they can choose to receive training to use the product efficiently. So the Zylker deal record can be connected to the Training module managed by the Training team.

Here, the sales executive being assigned as the requester for the Training team can raise a request directly from the Zylker Deal record of the Deals module to the Training module instead of navigating to his My Request tab to do so. This step ensures that the customer receives proper guidance in using the product’s features through training sessions, enhancing their overall experience and satisfaction.

Why is connected records more suitable than a lookup relation?

One may argue that linking of modules can be achieved by a lookup relation as well. However, the key difference between a Look-up and Connected Record relationship is flexibility. Connected Records are dynamic and flexible and can link any two modules anytime, whereas Look-up relationships are not dynamic and should be configured by the admin during the CRM configuration.  


We hope this new enhancement brings you as much excitement as it does to us, and that your work is simplified as you navigate through the new version of CRM. Please reach out to us in the comments below if you have questions about this enhancement.


 


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