Seeing the future in customer service
Zoho in action: CX excellence in every industry sector
Regardless of the industry in which a business operates, the competitive pressure has never been greater. Increasingly, customer experience is the defi ning factor in success, so we look at how CRM platform provider Zoho is helping growing businesses in a host of different sectors to get insight from their data and serve customers better.
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n every industry, customer loyalty depends on the quality of customer experience (CX). Every company has very different business models, operational needs, internal processes and final products or services – the need for top-class CX is something they all share. Software-as-a-Service (SaaS) provider Zoho provides an end-to-end, fully customisable CRM solution for growing businesses. Beyond the standard CRM offering, however, it can help an organisation integrate all the relevant internal teams – from marketing to customer service – to create a single source of truth for each customer and, therefore, make meaningful changes to improve CX. Zoho provides a platform – not a rigid product. Its system can be used as provided, or it can be adapted with custom-built apps to reflect the specific industry a
client is operating in. Here, we examine how this holistic approach to CX, and the flexibility built into the platform, is helping clients in a wide range of industries build their business and stand out from the crowd.
Wessuc leaves legacy systems behind Established in 2000 and based in Ontario, Canada, Wessuc creates municipal, industrial and agricultural wastewater infrastructure and processes – with a focus on turning waste into value. As its business expanded, the company realised that its reporting system was limiting its ability to live up to its customer promises and deliver the professional services for which it was known. A deep dive into the company’s analytics unearthed common problems among businesses relying on legacy
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