- Project: CRM migration and customization
- Duration: 3 months
- Technologies: low-code CRM platform Creatio; Zoho, Zendesk, and Hubspot APIs
- Target audience: Accounting & Sales departments
The client offers a SaaS platform for healthcare providers to enable compliance with the current legislation, simplify reporting, and support decision making with data-driven insights.
The client was looking for a new and cost-effective way to optimize their day-to-day sales, marketing, and customer service processes, so that they can address customer needs faster and more efficiently, without having to switch between multiple solutions.
The Client used a set of disparate tools in their practice including Zendesk, HubSpot, and Zoho CRM, thus they required an experienced CRM migration consultant and IT service provider.
Velvetech had to implement a CRM system that would replace several siloed solutions and, at the same time, integrate seamlessly with the company’s online forms. The CRM would ultimately become an all-in-one solution for managing the entire customer lifecycle and would save a lot of time for the company’s personnel.
CRM Migration from Zoho to Creatio
Velvetech team worked with the client to map the data for over ten million customer records from Zoho CRM and Zendesk to make sure they are safely transferred to CRM Creatio. For Zoho, we also migrated documents associated with the records.
CRM Integration with Hubspot
Another important step was to integrate the CRM Creatio with the company’s online forms. They use HubSpot to gather customer feedback and new requests through forms on their website.
To make this data available directly in the CRM, our team integrated Creatio with the company’s HubSpot account. As a result, the company’s employees can easily access this information in CRM, where it’s stored as leads.
Creatio is a powerful CRM platform that allows endless customization opportunities to set up perfectly tuned workflows. During this project, Velvetech performed two customizations:
- Contract renewal reminders
- Access rights management
These enhancements have allowed the client to ensure uninterrupted service for their customers and achieve fine-grained control over who has access to the dashboard reports.
The CRM implementation has led to 30% reduced operational costs, as the employees no longer need to jump back and forth between Zoho CRM and Zendesk. The contract renewal rate increased by 17% because of the automatic notifications.
Creatio, a unified CRM platform for managing the customer lifecycle, has turned out to be the Holy Grail of CRM that the healthcare consulting company needed to drastically ramp up its business operations efficiency. The new CRM allows the company to manage the entire customer lifecycle from a single place and deliver an exceptional experience to their own clients in the healthcare industry.
We are discussing a CRM upgrade to equip Creatio with our custom AI call analytics solution that takes customer communications to a whole new level. The AI-powered platform provides real-time dialog prompts, automatically created call transcripts, call scoring, and reports.
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