User's blog

Category: Zoho

  • Zoho Desk Implementation Cuts Customer Service Time In Half

    The lubrication manufacturing company Lubrication Engineers knew that, as a large company, they needed to streamline their customer service functions. That made them try Zoho Desk, which brought outstanding results to their operations. Watch this testimonial to see how Zoho Desk made a huge impact on their customer service.

    Paul Grimes, VP of Marketing

    “I’m Paul Grimes and I get the honor today of representing Lubrication Engineers in Wichita, Kansas. I’m the VP of Marketing. Lubrications Engineers has been a company that’s been around since 1951 and we make lubrication reliability products and distribute them throughout the world. Zoho Desk, so we started playing around with the tool and we went ‘This is an incredible tool!’ So we started with our customer service functions. We’ve been up and running on our customer service functions now for almost 90 days. Through that process, we’ve literally gotten rid of old spreadsheet processes and really streamlined our customer service functions. We’re so excited by what’s happening with [Zoho] Desk that we are going to develop a technical desk side as well, and we figure this is gonna really streamline our customer service on a technical level when it comes to our lubricants and our applications.”

    Jill Kelley, Customer Service Manager

    “Zoho Desk has made the biggest impact on the Customer Service Department that we’ve ever had. I used to do a lot of different manual spreadsheets and things. Zoho Desk has taken all of that, put it into one place where the whole company can access that information anytime they want, get rid of all these spreadsheets that­­­─ a lot of people get duplicate spreadsheets of everything. With this process in place, it has cut our customer service time almost in half.”

    Casey Tristan, IT Systems Support Manager

    “We did not have a means to track items that went through our Customer Service Department. Once you implement it, you start to see all these other processes that you have, that you think, ‘Man, we can put that into [Zoho] Desk or we can put that into Zoho creator.’ Zoho solving problems for us that we didn’t even know we had… It’s been great and, yes, I recommend Zoho all the time.”

    Jill Kelley, Customer Service Manager

    “Oh, I definitely recommend it! It can do so much for your company. Now that we have Zoho, it has changed my life. I am not kidding.”

    Are you looking to implement Zoho Desk in your company? Then click here and sign up for a free trial of Zoho Desk.

  • Get to Know Zoho CRM (Video)

    Digital transformation is in full swing! Are you already in that wave? Or are you considering it? If so, this short introductory video from our partner Zoho will give you a taste of how their CRM works. Zoho CRM is an online Customer Relationship Management (CRM) software that lets you manage your sales, marketing, and customer support in a single system. Click play to learn more!

    Source: https://www.youtube.com/watch?v=1QT5jvM7z3M

  • Zoho Analytics Case Study: 100% Customer Satisfaction

    Great products bring great results. The applications of our partner Zoho are a clear example of that. With that in mind, we present you a recently published case study by Zoho, which details the success story of the company Mitrefinch after using Zoho Analytics.

    A dashboard from Zoho Analytics. (Image via Zoho)

    The Challenge

    Mitrefinch, a company based in the United Kingdom, provides global Workforce Management solutions for public and private organizations that need to monitor and manage their workforce while controlling labor costs.

    The company needed to develop a customer program strategy, focused on improving customer experience. For this, deep insights into customer support metrics were needed. Because Mitrefinch has complex sets of data that are generated from their global customer support functions, its analysis was very challenging. That was something that Microsoft Excel, which was their BI tool, couldn’t handle. That lead them to try Microsoft Power BI, but the results weren’t convincing. Mitrefinch needed to find a solution that could integrate and merge colossal amounts of data. And this was not just from Zoho Desk, their support solution, but also from in-house databases and Salesforce.

    So, in summary, Mitrefinch needed a solution that could do the following:

    • Integration and blend of data from all data sources without manual intervention.
    • The analysis and creation of insightful and segmented customer support dashboards by country, region, and customers
    • The enabling of global and secured report sharing with user-based permissions.

    Sharing reports option in Zoho Analytics. (Image via Zoho)

    Zoho Analytics’ Solution

    Mitrefinch was already a Zoho Desk customer when they discovered Zoho Analytics. The company thought that Zoho Analytics could be an ideal solution, since most of their support data was in Zoho Desk. Therefore, the integration between them would be quick to configure. And it was! According to Mitrefinch, the “integration between Zoho Desk and Zoho Analytics was seamless. Within minutes, customer support data was imported into Zoho Analytics and analysis got done.”

    Thanks to Zoho Analytics, the company can now pull data from Zoho Desk, Salesforce, and in-house databases. This allows Mitrefinch to analyze and create weekly support team reports, global KPI reports, and KPI dashboards. All of these are segmented by country.

    Regarding Zoho Analytics’ dashboard widgets, Mitrefinch found them helpful and appealing, with 33 widgets and 16 reports created for two key dashboards: internal and external.

    Because of all the benefits gained from using Zoho Analytics, Mitrefinch identified gaps in customer experience and was able to focus on them.

    Drumroll for the Results, Please!

    Thanks to Zoho Analytics, Mitrefinch achieved the following:

    • The scores for Mitrefinch’s customer satisfaction increased from 80% to 100%.
    • The first call resolution time decreased from 20 hours to just 7 hours.
    • The company leadership liked the 100% transparency in support metrics. These were not possible before the implementation of Zoho Analytics.
    • A powerful analytics platform for the analysis of all customer information and the derivation of insights in short notice.

    Without a doubt, Zoho Analytics was a huge success for Mitrefinch, and we love Zoho success stories like this one!

    To read the full Zoho Analytics case study, click here.

    Are you looking to implement Zoho Analytics in your company? Then click here and sign up for a free trial of Zoho Analytics.

  • Zoho Campaigns: Intelligent Email Marketing (Video)

    Zoho Campaigns can help you do more besides saving time and efforts. In this webinar from our partner Zoho, you’ll learn how to make your email marketing smarter with the help of Zoho Campaigns. Click play and learn the Zoho way!

    Are you thinking about using Zoho Campaigns for your email marketing campaigns? Visit our Zoho Advanced Partner page to learn how we can help you.

  • InterConnecta Hosts the First Zoho Meetup in Perú

    The evening of June 12th, 2019, was very important and memorable for us at InterConnecta, since we hosted in Lima with our partner Zoho the first Zoho User Group in Perú. Under Zoho Meetup, we joined to the Zoho Community initiative. This community includes 30 countries and more than 100 cities with 150,000 active members who, throughout the year, conduct meetups sponsored by Zoho. Also, Zoho has more than 45 million users in more than 180 countries.

    The Zoho User Groups are gatherings with the purpose of networking and sharing ideas with professionals from different fields, Zoho experts, and local Zoho partners. Here we’ll tell you with words and images everything that happened there.

    The teams of InterConnecta and Zoho with our guests.

    The place chosen for our Zoho Meetup was Selina, in Miraflores, which is a cozy and relaxed space with a mixture of modern and rustic touches. We were joined by guests from different industries: some were our customers and others were persons who wanted to learn more about Zoho.

    The lively soiree started with an introduction from our our team about InterConnecta’s history since its beginnings in 2008, passing through obtaining our certification as Zoho Authorized Partners in 2013 and our certification as Zoho Advanced Partners in 2019. The reason for this was the sales increase in Perú, which positioned it at the top #6 Latin American country in sales, plus 30% of Zoho’s sales in Perú come from Zoho partners. Products like Zoho CRM, Zoho Workplace, Zoho One, Zoho CRM Plus, and Zoho Desk have the highest demand in Perú.

    Then, Zoho took the stage with Tamara Arruñada, Marketing & Events Manager of Zoho, to explain what the Zoho Community and the User Groups are about. Minutes later, our team took the stage again to explain the different aspects of Zoho CRM: processes, customization, the challenges when adopting Zoho, and the reports generated by Zoho. Also, our team talked about the use of Zoho CRM in Peruvian businesses from different industries and our experience as Zoho partners in Perú.

    The audience, which was very excited because of our partner’s offerings while enjoying the event, had an active participation by expressing themselves and asking questions regarding the functioning and customization of Zoho CRM. Those questions were answered by the Zoho representatives.

    The meetup’s highlight was when some of our customers shared their testimonials as Zoho users. They expressed their initial fears and challenges, and how satisfied they ended up being with the Zoho products. All these stories had in common the quality and easy usage of the Zoho solutions, and how much they helped them organize their businesses to obtain more reach and earnings. One of the most impressing testimonials came from Miguel Palacios, from GBS Perú, in which he said:

    “The investment in Zoho has generated for us a return on investment in a ratio of 4:1. This means that we have been able to generate income equivalent to four times the starting investment.”

    After the testimonials, we took a break with our guests for networking and savoring a varied menu of appetizers, lemonade, and sodas. Our attendees enjoyed Peruvian food, sushi, and vegetarian options while exchanging impressions and information to contact each other later. The relaxed atmosphere of the place contributed to the collaborative attitude between the guests, which represents Zoho’s collaborative spirit as a company and as a solutions provider.

    After the break, Francisco Sandoval, a Zoho representative, made an exclusive presentation of the company’s next launches (stay tuned to this blog to learn about them, since they’re top secret for now!). The night ended with surveys and surprise bags from Zoho to our guests and a group photo, which is shown above.

    All of us who participated at the event ended up delighted with everything that happened and the result: a collaborative and pleasant space filled with interconnected professionals who look for solutions to improve their business operations. We thank Zoho for the honor of choosing us to host the first Zoho Meetup in Peruvian lands, our guests who owned the evening, and Selina for allowing us to celebrate this magnificent gathering in such a magical place.

    See you at the next event!

    Are you looking for Zoho CRM solutions for your business? Visit our Solutions page for more information.

  • Zoho MarketingHub: A New Platform for Marketing Campaigns

    Last week, we were in Texas at the 2019 edition of Zoholics Austin, which was hosted by our partner Zoho. Like the true Zoholics we are, we were mega excited just to be there! But our excitement grew with all their announcements: their headquarters relocation from Pleasanton, California, to Austin; and the launch of Commerce Plus and MarketingHub.

    A look at the new Zoho MarketingHub.

    Zoho MarketingHub is a new platform that fulfills the need for marketing coordination across the proliferating digital marketing channels. Furthermore, it lets marketers create personalized journeys for prospects. These journeys are based on the prospects’ diverse intermediate responses to the campaigns that engage them (email, social, mobile, web, and event marketing). This results in the execution of personalized marketing on an outstandingly large scale. And to make things even more exciting, MarketingHub is integrated with Zoho CRM! If you ask us, this sounds very awesome!

    Besides Zoho CRM, MarketingHub is also integrated with many other Zoho apps as well, like Zoho Campaigns, Zoho Social, Zoho Survey, among others. And just when we thought we couldn’t ask for more, we can! Why? Because MarketingHub also has integration with Facebook, LinkedIn, and Twitter. This is definitely music to our ears.

    Raju Vegesna, Zoho’s Chief Evangelist, explained that with MarketingHub, they “offer applications for every marketing channel. MarketingHub, which is built on the same technology stack as our other marketing apps, pulls together and pre-integrates all these applications across channels, enabling marketers to focus on creating excellent campaigns instead of juggling marketing tools.”

    Here are some highlights that we also liked about MarketingHub:

    • It provides a multichannel marketing experience by supporting over 20 marketing channels, and they all work in an effortless and unified manner.

    • A look at the new Zoho MarketingHub.
    • Full automation of marketing functions based on the customer’s behavior. For example, if a customer deserts their shopping cart, MarketingHub can generate a text reminder and even a personalized email with the items left in the cart.
    • Integration with several third-party applications like Shopify and Eventbrite, among others. Also, a pre-integration with Zoho CRM or other third-party applications allows marketers to access existing customer data or enter the data of new and qualified leads.
    • Built-in elements like forms, journeys, and templates.
    • Advanced analytics that provide to the marketers full visibility throughout the channels. With all those cool features, there is no doubt that this new platform can help make work easier!

    To learn more about the new Zoho MarketingHub, click here.

  • How Can Zoho One Help Small Businesses?

    Picture this: you own a small business. As you already know, no matter the size of a business, it will always have its own challenges and sacrifices. You start dealing with the fact that small businesses have less human and technology resources. Therefore, you must maximize them to their fullest potencial to avoid bottlenecks that might slow down processes and profit-earning activities. That leads you to look for solutions, which might lead you to answers… but with a question mark.

    Image by Tim Mossholder via Pexels

    A challenge that your business might run into is data management. When most businesses start, they purchase single applications that include office tools, marketing, CRM, communications, among others. However, there’s a catch: every application must be integrated with the other ones or function as a standalone product, and either option will be less efficient. This is the moment when you might feel like panicking, but stay calm! There is a very practical solution.

    That need for integration inspired the creation of Zoho One a few years ago. This software’s mission is to give businesses an integrated solution with applications that work together smoothly in a continuous way. An integrated software eliminates the problems caused by using standalone applications, resulting in streamlined company operations. This happens by giving everyone (including decision makers) increased visibility of all the processes and accurate, updated information in real time on any device. This will avoid misinformation and/or misunderstandings within the team.

    Zero misinformation and lots of happiness within the team thanks to Zoho One! Yay! (Image by Rawpixel via Pexels.)

    All those benefits lead to this conclusion: you will save money and increase productivity in your business by implementing the Zoho One integrated system. You won’t have to buy and install (among other steps) different standalone applications and you will spend less money on IT. Remember that when you save money on one area of your business, you can use it for another one or for unforeseen expenses. Pretty awesome, eh?

    If you’d like to learn more about Zoho One and the benefits of integrated systems, check the full article.

  • Zoho Desk Adds Artificial Intelligence After Experiencing New Business Growth

    Zoho Desk, a Zoho customer service help desk application, recently announced the addition of features that are enterprise-focused and a new developer platform, all of this while gaining a 150% growth in new business.

    These new features are industry-first capabilities that allow businesses to improve agent productivity, manage cross-functional service processes, and integrate customer service in context with other business functions like artificial intelligence, service process automation, and mobile applications for supervisors and managers.

    So what does each business function offers? The Zoho Desk artificial intelligence goes by the name of Zia, which gives voice and chat assistance, anomaly reporting, sentiment analysis and triaging, context tagging, contextual availability, and skill building.

    Meanwhile, the service process automation is called Blueprint, which helps managers to create service processes that their teams can follow. It creates efficiency by making and deploying Blueprints in minutes. Because agents only see the actions applicable to them, they are able to respond quickly. Blueprint also enables proactiveness by allowing service managers to see the performance of their processes and which stages go through holdups, so they can deal with them in a proactive manner.

    Lastly, mobile applications for supervisors and managers are under the name of Radar. Made for iOS and Android, Radar helps decision-makers like supervisors and managers to look at their customer support operation from a performance perspective.

    Read the full article in Zoho.

  • Zoho Taken Offline after Registrar Blocks Domain

    On Monday, Zoho’s business entire suite was taken offline after TierraNet, their domain registrar, overstepped its attributes and took Zoho.com offline after a series of banale phishing complaints.

    Zoho counts Columbia University, Netflix, Citrix, Air Canada and the Los Angeles Times as customers. The downtime resulted in nearly 30 million Zoho users being unable to access Zoho’s suite for their operations including: email, documents and files, and other business-critical software during the day.

    Sridhar Vembu, Zoho CEO, said in an email to TechCrunch that TierraNet “took our domain down without any notice to us” after receiving complaints about phishing emails from Zoho-hosted email accounts.

    “They kept pointing us back to their legal, even when I tried to call their senior management,”

    — Sridhar Vembu, Zoho CEO

    This is no surprise as most email providers, large and small, are abused on a daily basis. But in all cases, these issues are left to abuse departments of email providers. Domain registrars are rarely called upon to intervene, and usually in the case of domains associated with smaller sites, not for Forbes 100 companies.

    After the issue was resolved with TierraNet, many users still experienced connectivity issues due to slow nature of domain name resolving. Zoho recommended their users to use Google’s DNS Server to bypass this issue.

    For customers who’re still experiencing issues, please try modifying your DNS settings to 8.8.8.8 (Google DNS) or 1.1.1.1 (Cloudflare DNS). This should resolve these issues.

    For instructions on modifying your DNS settings, please refer to this: https://t.co/3oiGRTFJEB

    — Zoho (@zoho) September 24, 2018

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