Zoho One

What do you like most?

We have been really pleased with the flexibility of Zoho One and the ability to tailor the solution to our business and workflows. For us, it has been important not just to have a standard system, but a solution that can evolve alongside the business. CRM Nordic has been excellent at understanding our needs and translating them into concrete solutions.

What do you like least?

The areas with which we are least satisfied relate primarily to the Zoho platform itself, rather than CRM Nordic. There are still a number of places where text and functions have not been translated into Danish, which results in a less seamless user experience – particularly when the system is also used directly by our Danish customers. We also find Zoho Bookings to be relatively limited. Here, we would like to see greater flexibility and the ability to create a more intuitive and user-friendly booking flow. Generally speaking, there are a few areas in Zoho where relatively simple requests require more customisation and development than one might initially expect.

What business-critical problems do you feel Zoho One solves?

At Replik, we manage a large number of clients and cases across staff members, specialist areas and business partners. Zoho One has helped us to consolidate and structure our processes, automate parts of the customer journey and gain a better overview of clients, cases, tasks and follow-ups. It has also given us a stronger foundation for scaling our business, as more processes can be standardised and automated rather than relying on manual workflows.

What do you like most?

What we value most is the ability to customise Zoho to suit our actual service processes and operational needs. Nordic CRM has helped us to develop and continuously improve a bespoke solution for managing service orders. They understand how our staff work in practice and can quickly translate new requirements into specific changes to the system’s forms, fields, workflows and user interface. The collaboration is flexible, solution-oriented and characterised by a good understanding of our business.

What do you like least?

An advanced, bespoke solution requires ongoing maintenance and further development as processes, products and internal requirements change. This means that new requirements sometimes need to be analysed and tested before they can be implemented. At the same time, flexibility is one of the solution’s greatest strengths, and Nordic CRM helps us to prioritise and implement the changes in a structured manner.

What business-critical problems do you feel Zoho One solves?

Zoho has helped us create a more structured digital process for handling service orders and the information that staff need to record in connection with service work. The solution has been customised with relevant fields, options, notes and workflows that support our specific work processes. Nordic CRM has also assisted with ongoing improvements, including updating forms, providing clearer instructions, managing product and device types, and correcting functions and links. This makes it easier to record the correct information, follow up on service orders and adapt the system as the company’s needs change.

What do you like most?

Nordic CRM is more than just a CRM provider to us. They are a long-term partner who understand our business and continuously help us to develop and optimise our Zoho solution. They work proactively and put forward suggestions for improvement that both meet our current needs and prepare the system for future requirements. Their support is exceptionally quick and efficient, and the team’s understanding of both Zoho and our business processes makes our collaboration run very smoothly.

What do you like least?

The Zoho platform is constantly evolving, and our own needs have also changed over the years. Consequently, the solution requires regular optimisation and maintenance rather than just a one-off set-up. We don’t see this as a major problem, because Nordic CRM works proactively and helps us assess which improvements actually add value.

What business-critical problems do you feel Zoho One solves?

Zoho has helped us to continuously adapt the CRM system to the company’s changing needs and to create better integration between customer data, sales processes, communication and reporting. Among other things, we have used Zoho Meeting for webinars, where data was synchronised with the CRM. This has supported a more efficient workflow and better knowledge sharing. Over many years, Nordic CRM has ensured prompt support, customisations and ongoing improvements to the solution.