STEP 9A - Helpdesk and Group Email Management

Zoho Desk is a great application to manage your customer support enquiries. It creates tickets to manage communication threads and internal notes, giving you a unique count of open and closed support queries. As Sales Enquires can be generated through your support channel, SOS Consulting have developed a Zoho Desk extension to push your Zoho Desk Ticket into your CRM Enquiries process. This means the integration between Desk and CRM does not duplicate your Leads or Contacts and your statistics for support and sales are clearly defined. The Zoho Desk Extension will create an Enquiry record in CRM, so Step 1 is required to support this feature. If your Support Ticket is a Project related issue, then you can use Zoho’s native integration to link your Support Ticket to your Zoho Project. SOS Consulting have built an Exclusive Integration to CRM to manage the billing arrangements for timesheets on Support Tickets (refer to Step 5A).

Step 9B - Client and Sub Contractor Portals

The Website Portal is an extension using Wordpress that plugs into your Website and integrates with selected data in your CRM Modules. This means you can create a custom portal for your clients to view information on their Projects, Invoices, Quotes etc. The Portal can integrate to Workdrive Folders and allow you to downloaded selected PDF’s linked to Module records. For example, you want a client to view their invoices and download their PDF. This portal is different to the Zoho Finance option, as each portal can be branded with Logos, home page image and colours specific to the clients needs. The portal is also design and built to display records and information relevant to your businesses. You can enable and disable the module records that can be viewed, ensuring information is not visible until approved. You can also create multiple user types, which controls which records are displayed for the user logged in.