Challenge

Your Support Team Ltd acts as an outsourced finance department, offering bookkeeping services and training in Xero accounting software to businesses in Greater Manchester and beyond.

Having access to timely and accurate client data is not only a requirement of its accounting body, CIMA, but is key to the business’s commitment to delivering exceptional client service.

The business was capturing all the information required, but across a number of different spreadsheets and documents.

A more streamlined approach with Zoho CRM

A more streamlined approach would deliver two key benefits. Firstly, the business would be granted access to the information it needed at the touch of a button. Secondly, it would allow it to build on its impressive growth trajectory in retaining clients and attracting new ones. 

Investment in Zoho CRM in 2017 helped to achieve both. 

It means the business can log specific information relating to each client’s date of birth, driver’s licence number and passport expiry date; all of which are needed in order to comply with CIMA’s rules on anti-money laundering (AML) checks.

The process of transferring AML data from each client’s Word document to the new CRM may have been a little overwhelming, but Sara Woolrich, JCM Director, offered expert advice on mapping out the process and implementing a plan for secure and efficient data transfer. 

As Hayley points out, 

The switch to Zoho One

Whilst  the initial requirement was to record AML data in the right way and benefit from being able to quickly interrogate that data, it soon became clear that there are many other ways in which Zoho software could benefit the business and its pace of change. 

Following a sustained period of significant growth, the business took the decision in 2021 to switch to Zoho One. 

The breadth of functionality offered by Zoho One renders many other of the business’s monthly subscriptions defunct. Cancelling subscriptions to software such as Mailchimp, SurveyMonkey  and Trello (which have been replaced by Zoho Campaigns, Zoho Survey and Zoho Connect respectively) has already saved the business in the region of £3,000. 

There have been particular benefits in using Zoho Campaigns. The tool not only allows the team to communicate important updates to staff and clients, but ensures all new client leads are captured and tracked. It also helps create a more personal touch by alerting the team to client birthdays. 

Social media planning as well as day-to-day tasks for individual team members are delivered with ease with the support of project management tool, Zoho Connect.

Taking customer service to the next level with Zoho One

Your Support Team’s use of Zoho is continually evolving but they have a particular goal in mind: to use the Zoho software to take their customer service to the next level and create a ‘wow’ factor from the very first lead.  Zoho CRM’s capability to set up automated workflows is core to this.