Recently I helped a new user with his setup ZohoCRM – a cloud-based contact management database.
He was an educated, smart, young man that was light years beyond me in respect of Internet products. What became immediately evident was that no matter how much you know, if you aren’t familiar with these applications and inter-application connection methods, setup of ZohoCRM, and others, can be daunting and downright frustrating. But, with my years of providing CRM services, we got this one done.
ZohoCRM is very powerful and really does function like a champion among CRM systems.
Let’s assume for this article that the customer was Jon.
Jon had signed up for a demo of the product at the suggestion of a peer. Jon had been looking for a contact management database that would assist him in managing his business. Business had been growing at a pace faster than the old Outlook/Exchange, Google Apps environment could allow he and his team to deal with. He needed a system that the team could work with. They simply needed to work together in a tighter manner with their activities and customer information readily available. They couldn’t depend on e-mail’s being cc’d and the like. Therefore, he knew, a contact relationship management product (CRM) was necessary. The entire team could have immediate access to customer information and peer actions without constant interuptions of phone calls and requests for more information.
Since his team was comfortable with online products, he chose the ZohoCRM after reviewing SugarCRM, Nimble and a couple others. His key requirement was that the CRM connect to Google seamlessly. His company and team already had an investment in Google Apps in addition to other “in-the-cloud” systems, so inter-application communications was very important.
Jon found that he needed to subscribe to connect the Google Apps to his ZohoCRM world as the demo version did not allow that. He was hesitant at first but found that there is a 30 day trial of most products – so he subscribed to the Zoho Mail add-on.
Being comfortable with online products, after all that is what his company worked with all day long, he looked in the help system. Where many products had slim to no help, he found Zoho had masses of information. So much in fact, that he began to become confused and shut down. He called TeamAutomation for assistance as we had sent him information on CRM products in the past.
As a service, we briefly reviewed the issues with him. He understood that online subscription products can sometimes require human services, and purchased a small block of support service time. His service time can be used for any services he needs. (To date, he’s had team members trained and they’re finding success in sales & operations.)
After a few moments of review and conversation we looked deeper. Once we worked with him one-on-one, we found that he had rushed through the installation questions.
He had 2 main issues that needed to be resolved:
- He had not authorized Zoho from the Google Apps side – that prevented the full connection and
- Like many Google users, he and his team had not utilized the email address field fully in google – Google does have a declaration of “what kind of email address is this”. Most inter-application communications regarding the move/copy of email addresses require a “type” identifier for the address.
Take a look at your google contacts, does the email label say “Work” for the work email address or “Home” for the home email address? Or, do your email addresses show up as “Other”
Be aware that many online cloud based software will only synchronize the declared email addresses, excluding “Other” types. Any email address not declared or left blank will become “Other” in Google. Those will not synchronize in many cases.
We’ve set up a number of cloud sysytems like ZohoCRM, SugarCRM, Nimble , vTiger and others. Each have their own anomalies which are easily overcome but many times only the experience gets it done. Our support team is considered experts in these products.
Having problems with your online contact management system?
Call 805.522.3875 or contact TeamAutomation today.