Zoho One

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.

What do you like most?

From the very beginning, Nordic CRM understood our complex international B2B sales journey and how Zoho could support both CRM and marketing automation. We had demanding processes and reporting requirements for both on-premises and SaaS solutions, as well as nearly 100 users with different profiles. Nordic CRM delivered with great dedication and technical expertise. A particular strength is that they have their own developers who can build customised features and workflows beyond the standard functionality.

What do you like least?

A solution involving numerous user profiles, international processes and advanced reporting requires a great deal of decision-making, testing and close collaboration during implementation. It is therefore not a straightforward, standard project. Nordic CRM made the process manageable, but the organisation needs to set aside time for requirements gathering, testing and onboarding when the requirements are as complex as ours.

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

We needed to consolidate international sales processes, marketing automation and reporting for both on-premises and SaaS products. Zoho and Nordic CRM helped us to configure the CRM, automations, user profiles and reporting for nearly 100 users within a very tight timeframe. Customised features and workflows made it possible to support processes that fell outside the standard configuration and to create a unified system for sales and reporting.