In the daily operations of a solar company, phone calls are the first bridge with the customer: key information is shared, technical visits are coordinated, and the customer experience is defined from the very beginning. However, this process only works when there is clarity about who called, what was communicated, and how each interaction unfolded.
For this company in the sector, that level of visibility was not guaranteed. The lack of traceability raised internal doubts, customer complaints, and difficulties ensuring that each stage of the sales process was properly fulfilled.
In response to this situation, they decided to integrate their telephony system with their Zoho ecosystem, creating a more organized, auditable, and reliable communication flow.
When operations require total visibility into every customer contact
As the company grew, it became clear that call management was not keeping pace with the business. The lack of traceability created concrete operational gaps:
There was no verifiable record of calls, responses, or communicated content, making it difficult to validate contact attempts in the face of customer complaints.
FortiVoice operated in isolation and recordings were not automatically linked to leads, contacts, or accounts in Zoho CRM.
Agents did not have a centralized view of the customer’s history or context when coordinating technical visits.
The result was a slower operation, with recurring complaints and difficulties ensuring consistency in customer service.
How a unified ecosystem elevated commercial traceability
InterConnecta developed a comprehensive solution that connected FortiVoice + Zoho CRM + Zoho WorkDrive, creating an automated, structured, and fully auditable system.
All calls are automatically recorded in Zoho CRM with status, result, PBX, duration, and technical metadata, linked to the corresponding lead or customer.
The system recognizes the incoming number and determines whether it belongs to a new or existing customer, creating temporary records monitored for 30 days.
Calls are converted to MP3 and stored automatically, becoming available for audits and quality control.
Calls are categorized based on their outcome, making it easier to analyze, measure performance, and detect risks.
Teams access a complete call history, recordings, and customer context from a single panel.
Impact: more control, less friction, and a strengthened operation
- Total traceability of all communications.
- Concrete evidence for complaints, reducing customer disputes.
- Greater operational efficiency of the sales and call center team.
- Continuous quality control through audits based on real recordings.
Conclusion
The integration of FortiVoice, Zoho CRM, and Zoho WorkDrive allowed the solar company to professionalize its communication management, consolidating a more efficient, auditable, and customer-experience-oriented commercial process.
More than a technological improvement, this implementation became a strategic capability to ensure consistency in service and strengthen customer trust from the very first contact.
Would you like to implement a similar model in your organization?
Talk to an InterConnecta specialist.
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