Our mission was to find or build a fully integrated system that was not a series of apps that were pieced together, but a system of software that would allow us to share information seamlessly across platforms, better manage the customer experience, and support our team more effectively. Now, I had some experience doing this before having spent 6 months researching and implementing a new system at my last organization, so I knew what road to head down, but we needed to make sure it was the right fit for us. I tested a few systems, and then settled on ZohoOne. Now, no software tool is perfect and this one has its hiccups. We had hoped to use the event and video-conferencing tools, but they aren’t quite where we need them to be yet, though we have seen them vastly improve over the last 6 months due to necessity. However, it has 30 different applications that you can use to manage everything from your books, to email, to files, to marketing, to customer data and staff.
We started with the CRM, which launched in January 2020, allowing us to link to other systems, gather more customer data, build better reporting, and automate some of the processes that were taking large amounts of staff time. This tool is constantly being refined, and I believe we have only scratched the surface of the power of what it can do for us. At this time, we have implemented several tools – CRM, Campaigns, Survey, People, Recruit, Expenses, Desk, Project, and Social.
Third, it was the phone system. Well, maybe not third. All these things happened at the same time over a few months. The phone system was old, and we were getting kicked off of it. We needed a new solution. We looked at VOIP systems and different aspects of how they could support our team to ensure we had a managed system that could run our call center, connect everyone across the province to Business Link, and be accessible across multiple platforms. So, we got some quotes and decided on Shaw Voice. Now it hasn’t been perfect, but without it, we would have not been able to switch to work at home seamlessly and take calls to our 1-800 number with a live person there to pick them up. So even when the implementation or the product is not 100% perfect, we can figure out ways to make it work. Right now, our team can all get access to our phone queue, answer phones call right on their computers and cell phones, and maintain our high standards when it comes to client relationships. It has also allowed us to add staff on the fly as we have had to in order to handle our increased call volumes.