scDataCom, security and technology · In-house role · Project Lead
Before:
Leads lived in spreadsheets and weren't tracked the same way twice. Support requests came in through a process that couldn't grow, social media had no scheduling or analytics, and nobody could see the whole customer journey in one place.
What I did:
I researched the options and chose Zoho CRM for its all-in-one setup and price. I built the sales pipeline, custom fields, and workflows. I connected Zoho Social for content scheduling and analytics, and Zoho Desk for support tickets. Then I built leadership dashboards for leads and tickets, and trained the team until they actually used it.
What changed:
100% of lead and support data in one system
Support ticket response time cut by more than 40%
Consistent, scheduled social posting, with real analytics for the first time
Marketing, sales and support finally working from the same information
Why it matters for you:
You can't grow what you can't measure. Before setting a goal like "double the business," I make sure you can see where you're starting.