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An e-commerce retailer

Storefront, accounting and support on one record

Orders, accounting, support and customer conversations in four systems. Now API-integrated so a customer, their order, their return and their ticket are one record.

Our work  ·  retail and distribution

What changed

  • Commerce platform integrated with CRM and Books rather than re-keyed
  • Chat converts to a ticket against the same customer, with messaging and calling attached
  • Sales, inventory, accounting and support reporting come from one set of data
Zoho CRMZoho BooksZoho DeskZoho SalesIQZoho Marketing Automation

Where they started

An e-commerce business carrying leads, customers, enquiries, sales orders, returns, inventory, accounting, ticketing and several conversation channels. Each function worked. None of them shared a customer, so support could not see the order and finance could not see the return.

What we built

API integration between their own platform and Zoho CRM and Books, carrying sales and inventory workflows both ways. Ticketing with chat-to-ticket conversion, messaging, calling and SalesIQ all attached to the same customer record, plus bulk email campaigns from Marketing Automation.

SOURCE SYSTEMS BUILT AND RUN BY US WHERE IT GOES Commerce platform REST API 1 orders, returns, stock ZOHO PLATFORM Zoho CRM 2 Leads, customers, enquiries Sales orders and returns Zoho Books 3 Accounting and invoices Zoho Desk 4 Tickets and chat-to-ticket Messaging and telephony CONNECTOR 5 conversations Marketing Automation BULK EMAIL 6 campaigns Used by: Sales, Support, Finance
The commerce platform integrates both ways by API with Zoho CRM, Books and Desk, which share one customer record across sales, accounting, support and conversation channels.

All work