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Author : Darcie

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Zoho Desk Hot Topics: What is the Difference between Departments and Teams?

Running a help desk system provides tremendous business value by keeping customer requests from falling through the cracks, helping to improve the customer experience and lower churn. Working with a platform like Zoho Desk also benefits managers and executives, who can use support desk performance data to improve customer outcomes and overall productivity.

Generally speaking, Zoho Desk works like any other help desk or customer service desk–think Zendesk or Freshdesk. It issues tickets, assigns them to individuals, and then tracks their progress as each ticket gets resolved. 

That said, there is still a lot of confusion that exists about the platform. One question in particular that we often get at ZBrains when our users are setting up Zoho Desk is the difference between Zoho Desk Teams and Zoho Desk Departments–as well as how you use them appropriately.

Because there is a major difference between the two, let us take a closer look at each of them, including the various scenarios in which you would use each. 

What are Zoho Desk Teams?

In Zoho Desk, a Team is a group of “agents” all sitting in the same department. When you upload a new profile to Zoho Desk, they appear as individual “agents.” You can then create “Teams” into which you can add multiple agents. A Team might represent a subdepartment, a project, or any kind of subdivision within a department. 

When a customer submits a new ticket, you can assign it to an agent, a Team, or an agent within a Team. That agent or Team will then get to work on the ticket by following the ticket blueprints, which you will have already set up. 

Zoho Desk will then track that ticket via various metrics, such as response times, customer satisfaction ratings, and product-specific issues. These metrics can be agent-specific or department-wide. 

What are Departments in Zoho Desk?

“Departments” are how you fully segment Zoho Desk to represent the departments or segments within your company. You can, for example, use it to differentiate between different brands, knowledge bases, locations, and other entities within your organization. 

When Should You Use Zoho Desk Departments? 

In short, we would advise you to only set up a new Zoho Desk Department if you need to. For example, if your organization deals with separate brands or knowledge bases, it stands to reason that you would want to keep these brands apart. 

In fact, you may already have separate domains–and, therefore, email addresses–linked to those separate brands. In this case, you would benefit from setting up entirely separate Zoho Desk interfaces to keep them distinguishable from one another. 

Another scenario where using different Zoho Desk Departments is appropriate is when you want to keep two departments within your organization separate. 

Take, for example, your HR and Customer Service departments. It is highly unlikely that you would want to reassign tasks between these two departments–and you are likely to have different sets of users working in those areas, anyways. In this case, it makes sense to keep them separate and to set up entirely distinct departments. 

When Should You Not Use Zoho Desk Departments? 

While there are advantages to using separate Zoho Desk Departments, there are cases where the extra effort is not appropriate. Since setting up separate Departments is a big task, it is worth avoiding it, if possible. 

Further, remember that there is a hard cut between Departments. As a result, you cannot assign tickets to another department within your organization. If you have multiple teams that collaborate closely, working within a single Department allows them to retain this functionality.

Effectively, as long as your teams operate within the same knowledge base, brand, and department, using “Teams” as your ticketing differentiator should make the most sense. 

Of course, we also recognize that every company’s structure and needs are different. If you have any other questions about Zoho Desk Teams and Zoho Desk Departments, reach out to the team at ZBrains. Our team of Zoho experts can help you clarify the specific solution that is best for your requirements.

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Zoho CRM and Analytics Reporting: A Quick Run-Through

Of all the advantages of using Zoho, one of the most compelling is the platform’s simple, yet in-depth reporting applications. 

Depending on what you need to report on, you may find that the basic reporting options built into Zoho CRM suffice. Alternatively (or, additionally), you can tap into the power of the more advanced Zoho Analytics when you need to get a deeper understanding of how your business functions.

With that in mind, let us explore each in turn, looking more closely at the advantages and disadvantages of Zoho CRM or Zoho Analytics. 

Zoho CRM

As a CRM, Zoho’s offering is well-rounded and user-friendly, offering most businesses everything they need to keep track of customer relationships. 

From a reporting perspective, Zoho CRM comes with its own reporting engine that is customizable and operates in real-time. As a result, the program enables you to run reports on key relationship and sales metrics, as well as email them out on a scheduled basis. Zoho CRM also comes pre-built with a myriad of reports useful for sales, account management, and front office leadership.

Building Your Dashboards

In the Zoho CRM reporting window, you will see a list of records that you can build into tables, including pivot tables and pivot charts:

You can choose a range of components to group into your dashboards, as well as place components on your home screen. 

An example of a group of components

An example of a dashboard

That said, while Zoho CRM allows you to choose the time or table that best represents your data, it does not allow you to change how your query is built. When you choose the type of table you want to use, Zoho writes the query for you. 

Scheduling Your Reports

With Zoho CRM, you can schedule reports to be automatically sent out by email, which can streamline internal progress reporting and status updates. 

Simply go to the left-hand menu, pick Scheduled Reports, and enter the report you want to have emailed out on a regular basis. 

The major advantage of Zoho CRM’s reporting setup is that it runs in real-time, which can provide an accurate, easily accessible view of your current data. However, keep in mind that you cannot configure your data drill-downs in Zoho’s CRM reporting and that you will be limited to CRM data only. 

If you need additional reporting capabilities beyond what Zoho CRM can provide, you may want to look into Zoho Analytics.

Zoho Analytics

Zoho Analytics is Zoho’s business intelligence and analytics platform. Zoho Analytics allows you to review and report on data from a variety of data sources, as well as customize how that data is presented and shared. 

Data Sources

Incorporating data from multiple sources means that Zoho Analytics facilitates a much deeper dive into your data. In addition to Zoho data points, you can also use Analytics to pull in data from external applications, such as Google Analytics, YouTube, Google Ads, or Facebook. 

Within Analytics, simply select your chosen data sources, and pull them into the same workspace. From there, you will be able to query those different tables together to build reports that span across each application. 

Customizing Your Data Drill-Downs

Like Zoho CRM, Analytics allows you to choose from a variety of charts to present your data. However, with Zoho Analytics, you also have the option of customizing your charts and tables to provide more tailored insights into your data. 

Once you have built your table or chart, you can drag and drop them onto your dashboard for enhanced visibility. 

You can also utilize global filters–such as user, team, and date–to drill down into your data. For example, if you wanted to check on an individual team’s performance, you could filter your reports by team. All of the charts and tables that include a team filter would then be updated and displayed accordingly. 

Trend Reporting

One final feature that may make Zoho Analytics a better fit for your organization is its predictive capabilities. Because Analytics allows you to display trends and projections, you can make more educated predictions and use them to inform future business activities and investments.  

As a note, this is not an ‘either/or’ situation. You can embed your Zoho Analytics reports into Zoho CRM by going into CRM, locating the Zoho Analytics widget, and inputting the URL of your chosen Zoho Analytics dashboard. 

Overall, Zoho Analytics is worth a look for teams that need to be able to pull in multiple internal and external data sources, that want to take advantage of trend reporting, and that would benefit from its global filtering capabilities. 

It is worth keeping in mind, however, that Analytics is not a real-time dashboard. The tradeoff for this enhanced functionality is that you will have a three-hour sync to contend with, though this is not likely to be a deal-breaker for most teams.

Zoho CRM vs. Zoho Analytics Reporting

As you explore your different Zoho reporting options, weigh your options within CRM and Analytics carefully. Taking these and other key points into consideration will help you arrive at the right solution for your team.

Any other questions about Zoho CRM and Zoho Analytics? Reach out to the team at ZBrains if you have any queries or need clarification.

Marketing team planning a campaign

Choosing the Right Zoho App or Module for Your Marketing Campaign

We get this question all the time at ZBrains: what is the difference between Zoho CRM Campaigns, Zoho Campaigns, and Zoho Marketing Automation? 

Although the names of these apps and modules are all quite similar, each has its own unique strengths. Let us take a closer look at how to use each resource, as well as the situations where it makes sense to use one over another:

Zoho CRM Campaigns

The Zoho CRM Campaigns module brings marketing automation features directly into your Zoho CRM to help you track the success of your sales and marketing campaigns. Depending on your business, that might mean measuring the number of deals, sales, or orders generated from a campaign. 

In any case, this module is mostly about marketing attribution, and Zoho gives you 6 algorithm modules to choose from:

U-shaped attribution and the time decay model–which attributes the most ROI to the last campaign someone was active in–are pretty standard choices for B2B businesses, while first-touch attribution is often more appropriate for small sales. Whatever you choose, all you have to do is pick the model, hit ‘Save’, and Zoho does all of the work for you.

As a note, although you can make campaigns manually in Zoho CRM Campaigns, you might not need to if you are using the Zoho Campaigns app or Zoho Marketing Automation. You also should not use Zoho CRM Campaigns to send mass email campaigns. The module does limit sending to 1,000 messages per day, but because the messages are sent from your own domain, you risk incurring penalties from Google for sending that kind of volume.

Zoho Campaigns

The Zoho Campaigns app is an email service provider (ESP) that is built to help businesses send marketing emails at scale, legally. Think of it like Mailchimp, Constant Contact, or other similar email marketing tools.

In addition to providing the standard email builder features you would expect from an email marketing solution, Zoho Campaigns gives you the option to create new campaigns in Zoho CRM Campaigns simultaneously. To set this up:

  • Click ‘Advanced Options’ inside your Zoho Campaign
  • Find the toggle labeled ‘Create campaign in Zoho CRM’
  • Toggle it to the ‘on’ position and save your changes

Then, if you log back into your Zoho CRM Campaigns, you should see your email or social campaign in your list. 

You will still need to create phone and direct mail campaigns manually, as Zoho Campaigns and Zoho Marketing Automation focus on digital marketing. But once you have your campaigns fully integrated between the 2 apps, Zoho Campaign activities can be recorded in your CRM records, helping your salespeople better understand your contacts’ engagement.

Another key point about Zoho Campaigns and Zoho Marketing Automation is that they do not send from your mail servers (even though you use the authorization to on your DNS). Zoho Campaigns also sends emails in batches–typically smaller batches to warm up the IP of whatever server they are being sent from–so that they have a much higher chance of getting into recipients’ inboxes.

Zoho Marketing Automation

Finally, there is Zoho Marketing Automation. Going beyond the kinds of email, SMS, and social campaigns found in Zoho Campaigns, Marketing Automation adds autoresponder campaign types including:

  • Sign-up
  • Date-field
  • Closed Group
  • Calendar
  • Email-action
  • Smart Series
  • Lead Nurturing
  • Cyclic

These different autoresponder types are based on contact actions and other triggers. For example, a Smart Series autoresponder is like a newsletter–contacts can be added midway through a campaign, and they will receive new messages as they are added. 

With a Lead Nurturing campaign, on the other hand, email addresses are added directly to the autoresponder. Once they are warmed up, they are thrown over the fence into Zoho CRM for follow-up by sales.

The process of working with Zoho Marketing Automation looks very similar to Zoho Campaigns, but when you go to a ‘Journey’ in Marketing Automation, you will see that there are a lot more actions to choose from than with the comparable workflows in Campaigns. There are more entry points, more lead score calculation options, and more end-of-journey actions–it is just a more robust builder overall.

For these reasons, Zoho Marketing Automation is more comparable to a platform like Marketo or Pardot, while Zoho Campaigns is really meant for simpler campaigns built around email, social, or SMS.

Choosing the Right Zoho Marketing Solution

While there are plenty of other differences between Zoho CRM Campaigns, Zoho Campaigns, and Zoho Marketing Automation, the features highlighted above should give you a sense of when to use each:

  • Use Zoho CRM Campaigns to monitor campaign performance, but build your campaigns in Zoho Campaigns instead, where possible.
  • Use Zoho Campaigns to automate email, social, and SMS campaigns without compromising deliverability.
  • Use Zoho Marketing Automation when you need more complex autoresponders than can be achieved with Zoho Campaigns alone.

Any other questions about these tools? Reach out to the team at ZBrains if you have questions or need clarification.

Zoho Updates October 2021

Zoho Updates, New Features, and Issues | October 2021

Hello and welcome back to the Zoho Updates October 2021. In the past month, Zoho CRM has released a number of notable updates and improvements. In this digest you’ll find time saving new features, how CRM is making user experience better, and how Zoho Desk is making the ability to relate contacts to multiple accounts simpler!

Keep reading for details about What’s New, Zoho Updates Ocotober 2021. 

New Features & Improvements from Zoho

Zoho CRM

  • Updates to IOS Mobile App for Zoho CRM:

    • User-related lookup fields have been optimized, including the search and selection of users from owner lookup field.
    • “Plotting Leads, Contacts, and Accounts in nearby maps has been optimized for better user experience. Also, nearby pins will be grouped on zooming out a location on maps.”
  • Online instances of Zoho Campaigns offers increased specificity in regards to bounced status. “Soft Bounced” and “Hard Bounced” are now noted instead of just “bounced.”

  • Predictive Analytics utilizing Zia in CRM have been improved to achieve more accurate outcomes.

  • New color-coded picklist values improves data interpretation at a glance. Color-coded values are seen in records, modules, deals pipeline, charts, dashboards, and more.

  • Zoho CRM Sales Motivator admins can now compare the performance of a KPI or Target with other KPIs and Targets. Read more here.

  • Select your theme in Motivator; toggle between the light or dark theme to suit your viewing preference.

  • Zone Analysis is a new Dashboard component in Zoho CRM that helps you understand which data requires attention. This comparative analysis currently allows you to analyze two parameters.

  • If you have questions or need help setting up any of these, ZBrains Support is here for you!

Zoho Creator

  • This month Creator released two new enhancements to help you streamline work.
    • The first are a set of enhancements to export settings which allow you to name a file, select the format, select columns to include, and password protect exported files.
    • Secondly, Creator can now pull and pull data from external apps! Using Widgets you can now configure integration from your external apps, giving more power to the applications you use created on the Creator platform.

Zoho Desk

  • Desk now allows you to add a contact to multiple accounts: “Zoho Desk provides a way to relate a single contact to multiple accounts so your agents can easily track the relationships between the customers and companies they work with. Additionally, contacts can view all the tickets belonging to their account on the help center. When you enable this feature, each contact requires a primary account. The primary account represents a direct relationship. But you can associate additional accounts to the contact in a secondary relationship.”

ZOHO UPDATESApplication Updates from Zoho

Zoho CRM

  • CRM extension for LinkedIn Sales Navigator was sunsetted on September 30th. Affecting all users, the extension can no longer be used by current users or downloaded by anyone.

 

Have a question we didn’t answer here?  If you have questions or would like to connect with one of our consultants, schedule below. We’re also available by phone, just call our offices at (888) 207-4111.

 

Connect with a Consultant

 

Webinar for Zoho Writer

Zoho Writer: How-to & Tips Webinar

In less than 15 minutes, ZBrains Founder, James Converse shares Zoho Writer as it relates to Zoho CRM. The session includes information on:

  • How to use Writer and Zoho Sign to collect signatures on your quotes and other business documents.
  • You’ll see how to relate your Zoho Writer templates to modules.
  • Document storage best practices and tips on where to find the docs you create.
  • We’ll also review Writer templates: how to create them, using themes to coordinate with your brand, incorporating images, mapping fields from CRM, and the uses of sub-forms in Writer documents.

We’re sure you’ll get a few good inside tips for using Zoho Writer in this webinar, but if there are questions lingering – please don’t hesitate to leave yours in the comments below!

Register for this on-demand webinar now, or any time!

 

Register for the Webinar

 

Is Zoho CRM working for you?

What you should know about CRM Adoption

Is Your CRM Working for YOU?

Here’s what you should know about CRM adoption, to ensure that you are maximizing this tool. 

[caption id="attachment_5440" align="alignleft" width="400"]Planning A CRM Project It’s not uncommon to spend months planning a CRM implementation project. If you’re already down that road make sure the CRM adoption rate is high, this survey can help![/caption]

It can be difficult, overwhelming, and time consuming for users to learn a new CRM system, and sometimes that’s even after training. Most organizations spend months or longer researching and planning to bring on a new CRM or software. Then they begin to ramp up, perform initial training, and finally send their users out into ‘the wild.’ Your hope is everyone in your organization will be wildly successful with this new tool, and business operations will be better than ever!

With highly proficient teams, this shouldn’t be a concern, but we all know that every team is not highly proficient.  

In the real world where capabilities across teams vary, it is inevitable that different users will use the new systems in different ways – and to varying degrees of success. 

Some members of your team will not take to the new CRM at all!

This is low user adoption.

You might think, “well, that’s their problem if they don’t use the tools provided to make their work easier. We gave them training!” But trust us, we know you’ve probably made a decent investment in time and resources to implement this tool. You deserve to get the most out of it. You likely had the intention of equally balancing the goals of making your staff the best they can be, AND giving yourself and business operators the essential insights based on CRM data. 

But perhaps your CRM  just hasn’t taken hold.

If you suspect this might be the case in your organization, it’s time to take a closer look.

What is User Adoption?

[caption id="attachment_5441" align="alignright" width="400"]CRM Users Adoption What is CRM Adoption? A high level of CRM user adoption means that users are successful in their goals by using a software product. [/caption]

This is really straightforward, so we’ll share it quickly. 

User adoption is the process of ensuring that a system user can be successful in their goals by using a software product. 

In this case, we’re talking about how successful your teams are in being able to attain their objectives using your current CRM. This includes how quickly it becomes a routine tool, and how much users like it and want to keep utilizing it.

Consider your teams across Customer Service, Sales, Marketing, Operations, and Leadership when observing for user adoption.

Then consider if all teams used the tool to its full potential, and fully adopted the CRM.

What does great user adoption look like? With that data at hand, you have the power to create accurate dashboards and better forecasts, and you can empower your businesses’ leaders with the information they need to grow and make their teams successful. Win – Win!

 

Using Your CRM to its Full Potential

Curious if your CRM users on the teams we mentioned above are in a murky area of user adoption? You can make sure you’re getting the most of your CRM investment with this quick CRM User Adoption Checklist – it’s just 20 questions!

Take a look and get the info you need in order to assess whether or not it’s time to take action and realign around your CRM.

Is there potential for your CRM to work better for your organization? Take the CRM Adoption Survey and find out where you stand.

 

Take the CRM Adoption Survey

 

Zoho Sandboxes Webinar

Zoho Sandboxes in 10 Minutes or Less

In this quick webinar, ZBrains Founder, James Converse shares how sandboxes work, how to avoid common pitfalls, and briefly reviews how to set up Zoho sandboxes.

  • First, we’ll show you how to set up a sandbox test environment in Zoho CRM.
  • You’ll learn which functionalities from production exist in the sandbox environment, and which don’t at this time. 
  • We show you some methods for populating your sandbox with sample data, or your own data.
  • At the end, you’ll see how to ship all your sandbox customizations back to production after testing.

It’s important to know that not every Zoho application has sandboxes, so we’re discussing Zoho CRM and Zoho Creator here. 

Register now for this on-demand webinar and feel free to leave any questions in the comments or contact us if we can help you with your Zoho sandbox and test environment setup!

 

Register for the Webinar

 

 

Zoho August 2021

Zoho Updates, New Features, and Issues | September 2021

Welcome back again to your Zoho Updates September 2021. In the past month, we’ve seen a number of improvements across Zoho Books and Zoho CRM. In this digest you’ll find time saving new features, how CRM is making user experiences even more customizable, and how Zoho Desk is making the ability to relate contacts to multiple accounts simpler!

Keep reading for details about What’s New, Zoho Updates September 2021. 

New Features & Improvements from Zoho

Zoho CRM

  • New feature in CRM allows you to assign the record owner through a Workflow. You may now define conditions in Workflows, and the owner will be assigned when the condition is met. Zoho says, “Records can be assigned to users, roles, users who create or modify records, or to those mentioned in the Assignment rule criteria.” Additionally, “owner assignment will be triggered ONLY from the first workflow rule that it matches. For the subsequent workflows, all other actions except owner assignment will be executed.”

  • Adding Users to Zoho CRM just got easier with the ability to import up to 1000 users at a time. Admin profiles and those with Manage User permissions can now import users into their organizations account using .xls, .xlsx, or .csv file types. Learn more from Zoho’s help article on this topic.

  • Webform Analytics in CRM has new metrics and charts available. Metrics for time spent on fields, field correction rate, drop rate, and the order that fields are filled can be put to use in your analytics. You now also have access to device source for form submissions. Individual form analytics now display average time spend and the abandon rate in submissions. Having this information available helps in analyzing your form success rates and adjusting forms for better engagement.

  • Expanded capabilities including Subform Fields now exists when you map dependency. Previously only fields from the layout were available to be mapped.

  • Zoho introduced their new CRM designer called Canvas, calling it “the industry’s first CRM design studio. “This no-code, drag-and-drop design studio is built into Zoho CRM and allows users to create contextual, immersive experiences for their teams.” Learn more about it from Zoho.

  • Email status updates make filters more straightforward so finding who responded to your messages possible. The Latest Email Status filter now includes “Responded” as an option. Use this and “Opened and Not responded” to segment your contacts for better communication messaging, for example positioning follow ups.

  • If you have questions or need help setting up any of these, ZBrains Support is here for you!

Zoho Desk

  • Have you ever needed to associate a contact with multiple accounts? Now you can select to enable this Accounts feature in Zoho Desk, and select to relate a single contact to multiple accounts. You can learn more here.

Zoho Books

  • Custom Reports in Books gives you the capability now to save your customizations. Find them instantly and use them again and again. There’s increased flexibility around user control, for example, who can view, export, or schedule custom reports.

  • New from Zoho Books, “Once you reconcile an account, you can now print the reconciliation details as well. You can print the the transaction details, transaction type, deposits and withdrawals.

  • Increased capabilities to select the customer advance accounts for tracking and recording excess payment, and configure the default account for tracking excess payments.

ZOHO UPDATESApplication Updates from Zoho

Zoho Desk

  • The Community module in Zoho Desk has three updates this past month including:
      • Assigning category visibility to “agents only.” This makes topics in these categories internal and visible to agents only.
      • New key category metrics are now available including: # of forums, @ of topics and comments received, % of topics created under each topic type, and more.
      • Increased functionality around controlling the ability to choose who can post and reply to topics in a category.

Zoho BugsIssues Notices from Zoho

 Zoho Creator

  • Creator rolled out a set of minor fixes product-wide including: bugs related to adding and deleting fields in forms, issue with record detail view in blueprint, a minor issue in file preview, and several additional minor issues.

 

Have a question we didn’t answer here?  If you have questions or would like to connect with one of our consultants, schedule below. We’re also available by phone, just call our offices at (888) 207-4111.

 

Connect with a Consultant

 

Zoho Updates from ZBrains

Zoho Updates, New Features, and Issues | August 2021

This month, we saw just a handful of new features and improvements in our Zoho Updates August 2021. These are primarily for Zoho CRM and Books, and there were a few bug fixes in Creator. We think you might be interested in the update regarding Zoho CRM attachments, and its integration with tools like Google Drive and OneDrive.  Additionally, if you’re a Books user, hopefully you’ve seen the addition of in-app messaging from Cliq.

Get all the details for What’s New, Zoho Updates August 2021. 

New Features & Improvements from Zoho

Zoho CRM

Zoho Books

  • Zoho Cliq chat bar is now available in Books. Enjoy even more seamless communication with your colleagues in the app you’re using, without having to switch tabs.
  • You can now set tax preferences for your vendors and customers in Books. “A major update in the customers and vendors module is the ability to assign tax rates. You can assign these tax rates while creating or editing existing customers or vendors. So, the next time you create a transaction for them, the tax rate will be automatically applied to your line items.
  • Books improvement lets you create and associate budgets to individual branches or regions of your organization. To associate budgets to your branches: Go to Accountant > Budgets > New Budget > Select a branch. If you have questions or need help setting up this function, ZBrains Support is here for you!

 

Zoho BugsIssues Notices from Zoho

 Zoho Creator

  • The Creator team shared many bug fixes this past month ranging from “minor bug fixes related to pivot chart and table sync issues,” to transition and highlight issues in Blueprint.
  • Another change in place for the maximum length of decimal fields. The field type used for decimal, percent and currency will now max at 16, versus 19 digits in Zoho Creator. Technical limitations are the reason for this updated, and once the change is in place, values longer than 16 digits will be rounded off.
  • Previously, Count as a Percentage or Fraction in Creator pages would not display as anticipated when a record was empty. A recent bug fix resolves this issue.
  • Finally there were minor bug fixes performed, related to subform workflows and pivot reports.

 

General Zoho Ecosystem Updates

In case you missed it during prior months: Important information from Zoho regarding price changes can be found here. If you have questions about this change or wish to schedule a consultation to discuss, please contact us using the form at the end of this article.

Have a question we didn’t answer here?  If you have questions or would like to connect with one of our consultants, schedule below. We’re also available by phone, just call our offices at (888) 207-4111.

 

Connect with a Consultant

 

Zoho Administrator Outsourcing

Should You Be Outsourcing Your Zoho Administrator?

How to Find the Right Zoho Partner for Outsourcing Administrative Work

Should you be outsourcing your Zoho administrator duties? The pros and cons of outsourcing have been discussed for years, some of the benefits being you don’t have to hire, onboard, or train; you get the advantages of a larger pool of knowledge; and you can potentially save in terms of labor costs paying only for the time you’re truly using. We would also add that in the case of highly specialized tasks, your organization benefits by being able to keep its focus on the things it does best – without having to ensure that internal resources have proper training, sufficient time, and the desire to take on new and different responsibilities. 

The cons of outsourcing can include losing some control, or that needs may get lost in translation. Although, more often than not, the benefits of outsourcing the tasks involved with Zoho administration far outweigh them. Let’s talk about it a little more so you can see if it’s the right move for your business.

What is outsourcing in Zoho administration?

[caption id="attachment_5260" align="alignright" width="400"]Zoho Administrator Help ZBrains has helped clients like you build a strategy for digital transformation and growth with Zoho since 2012.[/caption]

In this case, outsourcing is the practice in which designated company tasks or functions are given to service providers outside of your company. This support is provided to your company by an external resource instead of an internal one. Some tasks handled by a Zoho administrator can include:

  1. Assisting with best practices and implementations for user credentials and permissions.
  2. Ensuring that application updates are timely, and testing them to ensure that all integrations work as required prior to roll out.
  3. Responding to incidents as reported, and helping you with remediation.
  4. Helping to identify and notify you of opportunities to improve, enhance, or get more out of your system.
  5. And of course, many other tasks as they arise. Just ask!

 

We know as well as anyone that Zoho is definitely simple to pick up and use. But  customizing it to your needs, and correctly integrating and maintaining systems can be confusing for the uninitiated!

 

The Benefits of Combining Zoho and Administrative Outsourcing

We scratched the surface of this just a bit in the intro, but diving a little deeper, you have a lot of opportunities to benefit from outsourcing Zoho system admin work. Here are the three areas we think are most notable.

 

1. You Get a Better Return on Your Zoho Investment

For starters, we know that no business tools, especially systems for your CRM, Accounting, or other specialized applications were easy to implement. We see it very often – businesses have a lot of excitement up front about their new systems, but lose momentum due to lack of expertise. They begin missing out on the many additional features of Zoho that could help them optimize their businesses!

If you’re like most of our clients, the investment in time, resource training, and ongoing maintenance of your systems is not insignificant. However, are the resources in your organization who handle system administration the most qualified? And are you losing any time or efficiency each week simply by having the wrong person in the seat? 

Outsourcing your Zoho administrator duties can help enhance the return on your Zoho investment, and can even help lower your labor costs. Consider the economies of scale you could impact once you have assigned those tasks to the resource who’s best equipped to make your Zoho system thrive.

 

2. Expert Insight Can Lead to Innovation

It goes without saying that you are the expert in your business. From the products or services you provide, to the processes you use to deliver those to happy clients, you have spent the time learning and understanding what sets you apart. These are the factors making you successful!

Now consider what benefit could be derived from being able to tap into another knowledge base, particularly, a knowledge base with expertise in the Zoho systems you rely on day-to-day. Without having to add to your org’s headcount, you can bring in top-level talent and expertise to help you streamline automations, increase process efficiencies with workflows, templates, and even deeper software integrations. Letting an expert help you admin your Zoho systems means you benefit from another set of adept eyes.

 

3. You Have One Less Thing to Manage

[caption id="attachment_5258" align="alignright" width="400"]Zoho Admin Help With help from a designated Zoho admin you can focus on your core competencies, and avoid the distractions and unanticipated “emergencies” of system maintenance.[/caption]

Hiring a trusted partner to keep an eye on the often out of sight, yet routine, necessities that allow your systems to operate seamlessly, means a ton of management time is freed up! Now you can focus on your core competencies, and avoid the distractions and unanticipated “emergencies” of system maintenance that an outsourced Zoho administrator can ensure is always on track. 

For example, how many times have you missed software notices about integration updates that set your business behind by a few hours, or even a day or more just because a simple function needs attention?  You’ll always be on top of it – mitigating those risks of lost time and productivity – when these tasks are a priority for your administrative partner in Zoho. 

Speaking of agreements, you can also increase the speed and quality of work for outsourced activities. This flexibility is another, sometimes overlooked aspect of a service agreement for administrative oversight. This relates back to having a partner with experience that may be lacking in-house. The right partner will ensure that planning is up to date. They will help you focus your strategy. And  can ensure you get the services or help you need, as you need it. 

 

How to Find the Right Zoho Partner for Outsourcing Administrative Work

Establish Your Goals & Needs

The very first step in finding the right Zoho admin partner is to detail the needs you have to be outsourced. This includes documenting Zoho processes, product ownership, and maintenance services you require, and how frequently you believe these items require attention. Evaluate with your internal teams and establish agreements before beginning discussions or negotiations with any potential providers. 

 

Evaluate Potential Zoho Partner Credentials

When you do begin discussions with Zoho Consultants or partners, be sure to find answers to the following:

[caption id="attachment_5259" align="alignright" width="400"]Zoho Admin Needs Start your search for a Zoho Admin by detailing all of the needs you have to be outsourced.[/caption]
  • Do they cover the applications you use, 
  • Do they have working knowledge of any integrations currently in place,
  • What sort of plans do they offer (hourly or monthly service options),
  • Where are they located, and where are the people performing the work located,
  • And what experience do they have helping others like you in your industry?

 

These questions will naturally open conversations to more detail. This will allow you to gauge whether or not a partner will be able to assist with the needs and goals you outlined.

 

Selecting the Right Zoho Admin Plan

Consider again the goals and needs you established up front. This will help you select the right Zoho administrator plan. Depending on the size of your business, and the internal depth of expertise in Zoho, you may require  weekly, monthly,  or quarterly assistance. You absolutely have the option to bake that sort of maintenance into your Zoho system administrator requirements agreement or scope of work with the right partner. And if you’re looking for something a little more flexible, some organizations may allow for an hourly flex plan, and/or monthly retainer. 

 

Finding a Zoho Admin Partner at ZBrains

[caption id="attachment_5261" align="alignright" width="400"]ZBrains Zoho Administrators Achieve more with help administrating your Zoho system from a Zoho Certified partner like ZBrains.[/caption]

If you’re here, you may be considering ZBrains as a partner for your Zoho system administrator needs. You’ll find answers to most questions here on our site. However, we believe it’s important to connect in person with every client from the start. This ensures we get the most information from you, and have a greater understanding of your needs and goals. So feel free to contact us any time. 

  • ZBrains can help you with Zoho administration – whether your team is 5 or 500 users. If you’re just getting started with Zoho, or you recognize it’s time to take its capabilities to the next level. We have helped clients like you build a strategy for digital transformation and growth with Zoho.
  • We have proprietary integrations for Quickbooks and even built a field services and manufacturing ERP called FieldTech. 
  • Our teams offer both hourly flex support and a monthly retainer for support services, so you can get the coverage you need.
  • All of our talent is US-based, and we’re a Zoho Certified Partner who have been working in this space since 2012.
  • ZBrains works with many types of businesses, but we focus primarily on industries such as manufacturing/distribution, construction and field services, and those working in technology or SaaS organizations

 

Ready to discuss Zoho Admin Support with ZBrains? Get in touch today!

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