Seeing the future in customer service
Another benefit of the Zoho implementation came in a recent review by the UK Financial Conduct Authority (FCA), which examined how authorised credit brokers operate. While the review unearthed some causes for concern in the industry, Shawbrook was praised for having robust and consistent systems in place. Now, the bank can turn its attention to implementing a Zoho CRM platform for its direct- to-consumer loan business.
Insight for any sector Zoho’s success stories span industries of all kinds. In the energy sector, for instance, the company’s CRM platform has helped energy price broker Selectra to streamline its operations across France and Spain and grow globally.
Selectra, which helps energy customers to switch between utility companies, was previously using internal tracking software built by co-founder Aurian De Maupeou, which also handled inbound calls. “I built my own interface and we used to have problems with bugs in the software that resulted in a loss of trust in our system,” he says. “It got to the point where my employees regularly expected to find bugs that would prevent them from working efficiently.” Soon, the business began to outgrow the capability of its platform, so the search began for a more effective CRM solution. In Zoho, Selectra found a solution that minimises the need for outside developers, as employees can generate workflow loads and custom functions themselves. Since implementing Zoho CRM, Selectra has grown significantly. “Making the switch from a homegrown system to a more universally-designed interface can seem daunting, but Zoho CRM is different,” says De Maupeou. “Introducing new employees to the system is simple, and doesn’t require extensive training or additional support. I also really appreciate Zoho’s radically different approach to customer service and rightfully trusted them to aid in our transition.” “Zoho CRM is essentially the brain of our company. It holds all of our memory,” he adds. “The operating system is very strong and has allowed us to grow very easily.”
A similar revolution in capability was achieved by The Streaming Network, which provides a platform for creating webinars, including studio and production, and manages at least 100 virtual events per week. Its existing CRM tool was falling short of what the business needed as it grew rapidly. “We’ve never really had a central place where all of our data came together,” remarks customer success manager Ryan Johnson. “Then we started using Zoho projects and all of our data started coming together.” “Zoho started as a CRM and project management tool, and now I can say that Zoho is the engine that runs the business,” comments President and Co-founder Matthew Ley.
A flexible foundation
For Zoho, delivering a robust yet flexible platform for CX is built into the corporate culture. “Zoho has been a private company for 25 years and our CEO has chosen not to go public because it would create too much pressure to focus on shareholders rather than employees and customers,” says Suvish Viswanathan, Zoho’s head of marketing for UK and Europe. “The race to achieve targets at whatever cost because of external pressure would make us reactive and blind to our long-term vision.” “Part of our core philosophy is that we don’t force long-term contracts on our customers, who can buy licences on a month-on-month basis, which is unusual for SaaS vendors,” he adds. “Our customers should enter and exit Zoho with no friction, and all products are available for free trial.” This philosophy of customer service was demonstrated to good effect during the pandemic, in which Zoho launched a programme to give a three- months subscription with no strings attached if a client’s business was under pressure. That core focus on customers is an important element in Zoho’s ability to facilitate the business of clients in diverse industries, each with different technologies and different client bases, but with the same goals in CX – to serve customers as well as possible and, in so doing, stand out from the crowd. With the flexibility to adapt industry-specific systems and a cost profile that does not cut deep into profit margins, Zoho provides a platform that enables businesses and helps them to thrive through a high- quality customer experience in a way that benefits both the companies and their customers alike.
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