CRM Authors: Xenia von Wedel, Ian Khan, PR.com Newswire, Steve Mordue

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Zoho Targets Large Businesses with Major Updates to Zoho CRM and Zoho Support

Zoho today announced the expansion of Zoho CRM, the company’s online customer relationship management software, and Zoho Support, the company’s online customer support software, for large businesses. Both Zoho CRM and Zoho Support make their foray into the enterprise market with updates outfitted with advanced features.

“Over 50 thousand businesses have come to rely on Zoho CRM and Zoho Support to manage their customer relations and customer support needs respectively,” said Raju Vegesna, Zoho evangelist. “Now, we are going deeper with both CRM and Support, adding advanced functionality often needed by large businesses. As both CRM and Support are increasingly being deployed in large businesses, we updated these applications with several advanced features to accelerate this trend.”

Zoho CRM for Large Businesses

Zoho CRM continues to be one of the company’s flagship business applications. The latest enhancements to Zoho CRM include:

  • Territory Management provides a powerful and flexible option for customer segmentation. Users can organize customers by grouping them together based on criteria such as geographic locations, industry type, expected revenue, product lines and divisions. Users can now do forecasting based on territories, identify regions that are making profit, better plan allocation of resources, and ultimately, exceed sales forecasts.
  • Custom Modules let users tailor their Zoho CRM implementations, supplementing the standard sales, marketing and customer support modules with industry-specific modules that can be built without needing developer tools. User-built custom modules behave like standard CRM modules, allowing users to customize, import and export data, configure workflow rules, link with standard CRM modules and generate insightful reports.
  • Custom Functions (for workflow automation) let users automate business processes by capturing complex business logic in a function created using Deluge, Zoho’s scripting language. A function can be created to automatically update data in related CRM modules or third-party apps. Based on workflow criteria, the workflow engine triggers the custom function which could update the CRM system or a third-party application. Users can also pick from a pre-built list of functions in the custom function gallery.
  • Social Integrations allow users to listen to and engage in customer conversations without leaving their Zoho CRM account. Facebook and Twitter profiles are contextually integrated inside Zoho CRM, so users can connect better with their prospects and customers. Social interactions with customers are now contextually presented in CRM. The new Social tab inside CRM allows users to monitor social mentions and trends as well as provides the ability to search the entire social stream for possible leads.

Zoho Support for Large Businesses

Zoho Support is one of the fastest growing business applications in the Zoho Suite. The latest additions to Zoho Support include:

  • Cloud Telephony for Zoho Support brings the traditional customer service telephony system into the customer support application. Cloud Telephony allows users to hook up a customer service phone number to receive calls within Zoho Support. With its contextual integration inside Zoho Support, agents can see a caller’s background information to efficiently find solutions and resolve issues. The system automatically creates support requests for missed calls from customers, attaching any voicemails to the support tickets.
  • Mobile Apps for both iPhone and iPad (http://ow.ly/qP3rV) allow users to offer customer support from any location. Support agents can quickly respond to support requests using response templates, and support requests can be assigned to other agents with Quick Assign. Agents can also tag each other and ask for help via social network-style comments. Important activity related to requests is delivered to support agents instantly through push notifications.

Pricing and Availability

All new features in Zoho CRM are available immediately for Zoho CRM Enterprise edition users. Pricing for Zoho CRM Enterprise edition is $35 per user per month.

Mobile apps for Zoho Support are available immediately for Zoho Support Enterprise and Professional edition users. Cloud Telephony is available immediately for Enterprise edition users. It is also available for Professional edition users with a few limitations in functionality. Pricing for Zoho Support Enterprise edition is $25 per agent per month, and the Professional edition is $12 per agent per month.

For more information on Zoho, please visit www.zoho.com. To get breaking Zoho news, follow the company on Twitter at @zoho and on Facebook at www.facebook.com/zoho. The latest news about Zoho products is available on the company blog, http://blogs.zoho.com.

Additional Zoho Resources

Zoho news releases: http://www.zoho.com/in-the-news.html

Zoho videos: http://youtube.com/zoho

Zoho blogs: http://blogs.zoho.com

Zoho on Twitter: http://www.twitter.com/zoho

Zoho on Facebook: http://www.facebook.com/zoho

About Zoho

Zoho is a comprehensive suite of online productivity, collaboration and business applications for businesses of all sizes. Over eight million users rely on Zoho apps. Zoho’s productivity and collaboration applications include Email Hosting, Document Management, Office Suite, Project Management and more alongside a host of business applications ranging from CRM and Campaign Management to Customer Support, Accounting and more. These applications are offered directly via Zoho.com or through hundreds of partners in the Zoho Alliance Partner Program. For more information about Zoho, please visit http://www.zoho.com/.

Zoho is a division of Zoho Corp., a privately-held and profitable company, which also provides IT Management Software (ManageEngine with over 70,000 customers) and a Network Management Suite (WebNMS with 25,000 Tier 1 carrier deployments). With U.S. headquarters in Pleasanton, CA and offices in Austin, Chennai, London, Tokyo and Beijing, Zoho Corp. serves the technology needs of millions of customers worldwide. For more information about Zoho Corp., please visit www.zohocorp.com.

All brand names and product names are trademarks or registered trademarks of their respective companies.

Tags: Zoho, Zoho CRM, Zoho Support, CRM, customer relationship management, Facebook, Twitter, iPhone, iPad, cloud telephony, online applications, online productivity, online collaboration, business applications, email, spreadsheets, presentations, documents, search

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