Case Study: One Point Partitions
One Point Partition, LLC. is a centrally located provider of toilet partitions that supplies toilet and bathroom partitions all over the United States of America. Based in Nashville, Tennessee with a company size of less than 10 employees, they are one of the largest bathroom stall distributors in the country and are backed by an experienced factory that produces & delivers thousands of stalls year after year.
The Problem
One Point Partitions required experts in Zoho to understand how to manage their current environment, but to also be aware of external processes. After these external processes were assessed, and scoped out collaboratively with the CEO, Jason Hughes, it was identified these processes should exist in Zoho CRM itself. These processes primarily contained Deal information, which meant parts of the information wasn’t in a single location, which made some data points either inaccessible, or time-consuming to access.
In addition, Jason has data in Zoho CRM for his returning customers, and would like a score to be attached against each customer. However, the scoring logic had multiple layers of customisation depending on the dimension, such as the customer frequency of doing a certain recognisable action within the business.
The nature of this problem required some form of daily calculation that considers all records in CRM to calculate the score accurately as part of the requirements.
The Solution
The solution to managing Deal information was to build a custom Sales Order module in Zoho CRM, mimicking the right amount of fields, and some level of automation to allow users to have a seamless UX when handling vast information in CRM. It was identified that most of the user experience work was when a user is editing a form, so this timing is critical – the right solution for allowing a dynamic form to be responsive is through a customised Client Scripts in Zoho CRM that help populated some of the work.
It was also designed to scale as there are many customer-related (e.g. name, phone numbers), but they might belong to different departments within the customer’s business. This meant using Zoho CRM’s Static Resources to call upon reusable functions to avoid redundancies in the code.
For customer scoring, performing calculations based on multiple dimensions or business rules might have created issues around scalability and code readability, which might have created future challenges.
Thus, Zoho Analytics was used to perform the calculation across all records in Zoho CRM, as the data is synchronised every 3 hours. By writing a custom SQL script to cater for the business requirements, it was easier to write this in SQL than Deluge, which also meant maintaining the script to cater for more scenarios in the future.
The Outcome
Jason and the team are currently using this customer Sales Order module in Zoho CRM instead of referring to external systems/local files, which enables the following:
Improves team visibility as all data inputted are stored in Zoho CRM, and is available without the need to handle the data unnecessarily
The Sales Order is related to the Deal record, which ties this data point closer to Jason’s workflows and overall Revenue Operations processes.
Removing the need of using external services, and storing it in either network drives, and local hard drives. This reduces risk of loss of data in an event of a data/privacy breach.
With the new implementation, Jason and the team were able to make their Deal information more readily accessible for daily operations and increase their overall organizational efficiency.
With the scoring script, Jason is able to see a score against each Contact in CRM which is calculated daily, so that his team can make quick decisions on priorities to focus their efforts and energies on meaningful Deals.
The added benefit from a Zoho capacity perspective, is the number of API calls to perform this task. If this was written in Deluge, this would have been a more expensive solution as Jason’s CRM might exhaust the number of API calls in a single day therefore providing a more cost-effective solution for Jason and his team.