The customer exists four times over
Once in the storefront, once in support, once in accounts and once in the campaign tool. Nobody can answer a question that crosses two of them.
Sectors
The storefront is the easy part.
Zoho implementation for e-commerce and online retail — storefront integration, order and return handling, inventory, support ticketing, accounting and campaign communication on one record.
An online retailer already has a storefront that works. What usually does not work is everything behind it: the same customer appearing in the shop, the helpdesk, the accounts and the campaign tool, with nobody able to see the whole of them.
What we hear
What e-commerce and online retail businesses arrive with.
Returns and stock drift apart
A return is handled as a support ticket, an accounting entry and an inventory adjustment separately, so the three disagree.
Conversations arrive on channels the system cannot see
Chat, WhatsApp and phone sit outside the record, so the history of a customer is whatever the agent remembers.
Daily sales reporting is a manual routine
Files are pulled, pasted and formatted every morning before anyone can see how yesterday went.
What we build
What a e-commerce and online retail platform usually contains.
Storefront integrated with CRM and accounting
For an online retailer: the existing platform connected by API to Zoho CRM and Zoho Books, so leads, customers, enquiries, sales orders and returns are one chain rather than four systems.
Support joined to the same record
Ticketing with chat-to-ticket, WhatsApp and calling attached to the customer, so support sees what sales and accounts see.
Inventory and returns kept in step
Returns handled once, with the stock movement, the accounting entry and the customer record updated from the same action.
Automated daily sales reporting
For a retail franchise: daily sales files collected automatically, processed overnight and published as dashboards and reports, with a portal for internal announcements.
Products this usually involves
Zoho CRMZoho BooksZoho DeskZoho SalesIQZoho Marketing Automation
Proof
Work in this sector.
OurShopeeretail and distribution
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.
CRMBooksDeskSalesIQMarketing Automation
retail and distribution
Daily sales files, turned into dashboards overnight
Daily sales arrived as CSV files that someone opened and charted each morning. Now the pipeline collects, processes and publishes them, with a portal for internal announcements alongside.
Creator
Questions
Asked most often in e-commerce and online retail.
We are not replacing our storefront. Is that a problem?
No, and we usually advise against it. The work is integration — your platform stays, and the record behind it stops being fragmented.
Can WhatsApp and calling really sit on the customer record?
Yes. We have integrated WhatsApp, chat and a cloud telephony provider so conversations attach to the customer rather than living in an agent’s app.
How is inventory kept accurate across channels?
By making the movement a consequence of the transaction rather than a separate step. What that looks like depends on how your fulfilment actually runs.
Tell us what you need Zoho to do.
Describe the problem and we will come back with a ballpark scope and timeline.