Custom office space provider uses Zoho CRM to streamline cross-department data sync
Process
A leading custom workspace provider catering to businesses with specialized workspace configuration needs such as managed offices, enterprises, meeting spaces, and more, streamlined their cross-department data accessibility using Zoho CRM. Their property portfolio encompasses multiple cities, sizes, and tiers, and includes custom office spaces suitable for businesses ranging from startups to large enterprises. They hold office spaces in various commercial properties and buildings to create layouts such as dedicated workspaces, cabins, pods, breakout rooms, meeting rooms, and more based on their customers' requirements.
Their sales agents had a hard time in handling the inquiries from their prospects owing to non-availability of real-time inventory information across departments. Due to this, they weren't able to provide prompt response about the availability of spaces and facilities to their prospects. They had to juggle between multiple stake holders and await their updates to get this required information.
Requirements
Real-time cross-department data sync
With each department maintaining their own excel sheets to update data, the agents never had a way to know the availability status of office spaces without waiting for update from each department -- this led to long delays and miscommunications. The company required a real-time data sync between their sales and facilities departments to cut down on inter-departmental dependencies.
Automatic notifications for business transparency
With multiple departments working on various aspects of the business, the team needed a centralized notification system to ensure everyone remained aligned. From space availability and booking confirmations to sales orders, subscription expirations, and agreement renewals, an automated process was required to send updates to core stakeholders whenever the status changed in the system.
Dynamic inquiry distribution system
The team also needed a way to distribute their leads to ensure maximum conversion. Depending on certain criteria like region and load on each agent, they were looking for a system to streamline their distribution of leads not just to the agents but also assign managers and directors to each bucket to ensure the regional sales performance is tracked promptly.
Solution
Features in use
Real-time data sync between departments
Zoho CRM’s powerful customization and automation capabilities enabled seamless real-time data synchronization across multiple modules, ensuring centralized data flow and minimizing manual dependencies.
To achieve this, Custom Functions powered by Deluge (Zoho’s scripting language) were implemented. These functions facilitated automated data updates and transfers between key modules, such as Inquiries, Contacts, Sales Orders, and relevant custom modules, ensuring that any changes in one module were instantly reflected across others.
Custom Deluge Functions were written to trigger on specific workflow events (e.g., when a new inquiry is created, when a deal moves to a different stage, or when a sales order is updated).
These functions utilized API calls and Fetch Records operations to extract relevant data, modify or validate it as needed, and then push updates to linked modules in real time. Webhooks & Scheduled Functions ensured periodic synchronization for scenarios where instant updates weren’t feasible due to system dependencies. Error handling mechanism were also placed in place to capture failed sync attempts for easy debugging.
Customized automatic notifications
Workflow-based automated notifications in Zoho CRM were configured to send timely alerts to prospects, clients, sales agents, and account owners. By applying condition filters, notifications were triggered based on the specified region, ensuring that the right set of actions was executed for the relevant stakeholders.
The company implemented predefined email templates in Zoho CRM to standardize communication, ensuring consistency while reducing manual effort in drafting repetitive emails. These templates were integrated with workflow automation, enabling dynamic field population and context-specific messaging for improved efficiency. Additionally, merge tags were used to personalize reminders for each recipient, enhancing engagement while maintaining professionalism.
A foolproof data accessibility system
The company implemented Territory Management in Zoho CRM to automate the assignment of sales agents to inquiries based on predefined territories and regional hierarchies. Using custom assignment rules and workflow automation, the system dynamically mapped incoming inquiries to the appropriate sales agents, ensuring efficient resource allocation. Additionally, territory-based analytics and reporting were configured to track key performance metrics, enabling data-driven decision-making and optimized sales operations across different regions.
Result
By leveraging Zoho CRM, the company was able to achieve the following:
Cut down on inter-departmental data dependencies.
Centralize data across modules and departments.
Enhance timely communication through automated notifications.
Effectively manage territories and their respective inquiries.
"Please note that the solution described here is developed for a real use case of a Zoho customer. All names, identifying details, and screenshots have been anonymized to retain privacy."
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