Unlocking Growth: CRM Implementation

Industry:
about
IMA is a specialized economic, business, and market research firm operating in the dynamic and competitive market of India. With a commitment to delivering high-quality insights and analysis to top management audiences, the firm has established itself as a trusted source of information. To stay ahead in the industry and efficiently manage their client relationships, IMA has decided to implement a Customer Relationship Management (CRM) solution. This case study explores the challenges faced by IMA, the benefits they seek to gain from CRM implementation, the chosen CRM solution, and the expected outcomes.

The Challenges

IMA was grappling with a series of operational challenges. They were experiencing functional failures due to hitting the limit of concurrent API calls. This issue was interrupting their data extraction process from accounts and contacts modules to opportunities. IMA required a mass opportunity transfer button to facilitate efficient campaign transfers and changes in ownership. In addition, they needed a system for capturing employment history and reporting on all meeting participants for comprehensive record-keeping and performance evaluation.

IMA was aiming to consolidate comments from different activities into a single data field and develop a function to calculate campaign statistics. They needed a related list under contacts to record speaker details, which will improve their event management process. Implementing role-specific dashboards and setting up a lead module would enhance their performance tracking and lead generation.

On the financial side, IMA wanted to switch invoice data fetching in Zoho Books from the Account to Contact page. Automating payment receipt updates on CRM and enabling bulk invoice creation would help streamline their financial operations. The introduction of multiple invoice templates, an expense module, and cost centre reports to further strengthen their financial management capabilities.

What did
Everyday Consultants do

Everyday Consultants Worked on the challenges faced by IMA – India in two faces: 1) Optimisation of current system 2) development of new modules and customisation of other application. As IMA was using the live system we had to make sure we fix the issues in the current system and optimise CRM to be capable of running all functions.

We optimised all the functions in their CRM and reduced the API Calls by 70%. We created schedules for the functions that took longer time to run which avoided functions to time out. We created a custom application on creator to handle their complex Invoicing system. We created multiple Invoice templates as per their requirement using HTML. We created multiple reports in Zoho Analytics as per their requirement. We did setup Zoho Books, Zoho People, Zoho Payroll, and many other applications in Zoho one. We trained their team on how to use CRM, Marketing Automation, Books, People, Payroll system and manage their system on their own.

The Results

The Apps that we use

Zoho CRM
Zoho Books
Zoho Creator
Zoho People
Zoho Payroll
Zoho Recruit
Zoho Social
Zoho Analytics

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