2018-19

zoho.com/one One
IMPLEMENTATION
GUIDE

PARTNER’S
DIGEST
VIJAY SUNDARAM ON

CREATING VALUE FOR

OUR PARTNERS
PAGE 06

6 STEPS TO EFFECTIVELY
IMPLEMENT ZOHO ONE
PAGE 14

WHY YOU CANNOT

IGNORE EMPLOYEE
SATISFACTION
PAGE 03
 OVERVIEW // 08

Index
IS THIS JUST ANOTHER HELP GUIDE? // 10

WHY AN IMPLEMENTATION GUIDE? // 12

THE SIX STEP PROCESS // 14

STEP 01 Prepare your organization // 18

STEP 02 Implement the solutions // 26
STEP 03 Engage with your employees // 32
STEP 04 Interact with your customers // 40
STEP 05 Build a strong channel // 50
STEP 06 Extend your business // 56
 VIJAY Put simply, this is incredible value everyday. No gimmicks.
SUNDARAM ON No sales tactics. No conditional discounts. No promotions.
No Valentine’s Day deals. No end-of-month or quarter deals.

CREATING We stand by this strategy and we do not dilute it.

VALUE We seek partners who believe more in our value

propositions and honesty in business, than in profits. The

FOR OUR
role of all our communications and marketing is to make that
value self-evident, as much as possible. That’s our only job
as spokespeople for Zoho-to bring out the value.

PARTNERS Value is communicated in a number

A discussion on value never of ways and here are some:
starts with price, or discounts.
strong product capabilities
a willing and open partnership
We at Zoho do not need to discount
a sincere interest in addressing partner issues
our products. We have a very clear and and pain-points
transparent pricing strategy. We offer
incredible value to our customers and honesty and integrity in our dealings
partners in the form of amazing product our track record of rapid innovation
capabilities, at surprisingly affordable
our ability to keep adding more and more value
prices. without passing on the costs, or raising our price

Our strategy is - a culture they can trust

Vijay Sundaram
Chief Strategy Officer EVERY DAY ONE PRICE,
Zoho Corp.
which happens to be low. These are the virtues we believe in and these are the
virtues we communicate.

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 60 pt Stroke

OVERVIEW
Understanding the customer’s overall business is  usually
oho One has changed the game for many of
our partners. We are glad to see them maximizing the most important aspect of consulting. To help our
the potential of this platform. Our partners now have partners with this potentially tedious process, we have come
an array of applications and custom solutions to choose from up with an integrated  Implementation Guide for Zoho One.
with multiple integrations and  plugins, all available within This guide is much more than a help  guide or set-up guide.
Zoho One. Many of our partners have expressed an interest This Implementation Guide for partners will cover everything
in a defined structure for implementation, that they can use
from preparing an organization before implementing a
as a blueprint while analyzing a customer’s business.
solution to long-term support for a business.

The most time-consuming process We recognize the variety and depth of services that our
that partners face is analyzing the partners provide  their customers. This variety  requires
effective  categorization of  business processes. This guide
requirements of their customers’
will not only help you define and categorize the solutions you
businesses, which occurs even before
provide to your customers, but will also  help speed up
they can move on to the implementation the process. 
or consulting phase.

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 This is not another help guide 
about how to set up Zoho
One for an organization. This
guide will provide to a defined
and categorized blueprint of a
IS THIS JUST business process for analyzing
ANOTHER a customer’s business prior to
implementation.
HELP GUIDE?
There are already help and All businesses have some common workflows
set-up guides for our partners, and business processes, which can be beneficial
for various individual products in the long term with efficient management.
as well as for Zoho One.

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 This Implementation Guide
will help partners

Understand their
customers’ business

WHY AN strategies and business

processes

IMPLEMENTATION
GUIDE? Increase their market
reach in the long run

Build trust among their

customers

These benefits are interrelated. An effective

blueprint or Implementation Guide can help our
partners most efficiently make sense of their customers’
business processes and strategies, allowing them to provide
more effective implementation solutions for them.

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 ST
EP 01
PREPARE YOUR
ORGANIZATION
Equip your business
before implementing a
solution ST
EP 02
IMPLEMENT
THE SOLUTIONS
Make sure to train

06
your employees while
implementing a solution for
best results
ST
EP 03
ENGAGE WITH
THE YOUR EMPLOYEES
Employee engagement
and satisfaction is at the
core of your business ST
04

STEP
EP

INTERACT WITH
YOUR CUSTOMERS
Interacting with your

PRO
customers can be a very
rewarding experience for
ST
EP 05 your business
BUILD A STRONG
CHANNEL

CESS A loyal customer base

and a strong customer
community is crucial
ST
EP

EXTEND
06
YOUR BUSINESS 
As your business starts to
grow, invest in extending
your business through the
partner network

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 Before the partner can select the right solutions for
their customer’s business, they need to be sure that
the business is in a position to successfully implement
the new solution or software.

Partners want to
provide the right
solution for their They can only do this if they are
sure they fully understand the

customer’s business customer’s business, which can

take weeks or even months. 

rather than maximize The following list of business

the number of processes can help

partners ensure that their

solutions they offer. customer is ready to implement

the proposed solution, and
effectively use it over the long
term.

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 Identify the
customers’ business
visions and goals

Identify pain points

and solutions for each
of them

Draw a detailed
rollout plan 

ST
EP 01
PREPARE YOUR Chart an over arching
process flow

ORGANIZATION
Train and equip the
employees

Keep a tab on market

trends

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 IDENTIFY A partner will only be able to provide SET PRIORITY Both short and long-term goals
THE VISION an effective solution for their LEVELS FOR should be categorized based on
OF YOUR customer if they thoroughly understand YOUR GOALS priority. Each accomplished goal
BUSINESS the customer’s business vision. The will contribute toward achieving the
customer must have a clear understanding next. The short-term goals can be
of the vision of their business in terms of set every few months based on the
objectives, scalability, and short term goals. progress made in line with the long-
The business can have multiple visions, all term goals.
working toward the same goal.

SET As the customer sets out the

OPTIMUM vision for their business, they
PRIORITY should be able to prioritize Identifying pain points is IDENTIFY THE
LEVELS critical for any business.
FOR YOUR
each of their visions to PAIN POINTS IN
VISION establish a logical order for Once the pain points are YOUR BUSINESS
achieving them. identified, it becomes easier
to address them.

IDENTIFY YOUR
BUSINESS GOALS
In addition to identifying their business vision,
the customer will also need to identify their business
goals, both short-term and long-term. Business goals IDENTIFY After the pain points have been
are more focused than the business vision and help both SOLUTIONS identified, make a list of solutions
the customer and partner define and identify specific FOR EACH PAIN to address them. You’ll be most
tasks and role hierarchies. A business can have multiple POINT successful if the solutions you draft
business goals, and they should be separated into short- are well informed. 
term (0-1 year) and long-term (1-5 years) goals.

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 ASSIGN SPECIFIC
TEAMS FOR EACH CHART AN Once the blueprint of the rollout
PAIN POINT
Each identified pain point will require OVERARCHING plan is ready, identify the individual
a different approach and different levels of PROCESS FLOW process flows and chart an overarching
expertise. Keeping this in mind, make sure workflow to include all the processes. 
to assign each pain point to a specific team,
so that each team can focus their attention.
Assigning different types of problem to the CHART SPECIFIC After you create the overarching
same team will divide their focus and take PROCESS FLOWS workflow, chart a specific process
more time to arrive at a solution.  flow for every type of flow in your
business. For example, the sales reps
will have a different process flow
In the process of preparing your COME UP from the pre-support personnel. Create
organization, you will need to come up WITH A specific process flows for each role. 
with a rollout plan. A rollout plan functions ROLLOUT
as a blueprint that you will produce before PLAN
you begin a project. The rollout plan TRAIN YOUR It is important that your
should include the project that you are EMPLOYEES employees not only have access to
about to undertake, the time you expect it the technology they need, but also
to take, a price structure analysis, macro a substantial knowledge base. Train
planning, and implementation phases.  your employees so they are up to
speed on the latest market trends and
resources.
DRAW A
BLUEPRINT OF YOUR
ROLLOUT PLAN
A visual aid is often more helpful KEEP TABS Market trends are dynamic and it is
ON MARKET important to keep track of how they
than just words on paper. Once you have
TRENDS  change to ensure that your business
developed your rollout plan, draw a visual
keeps growing. Make adjustments
blueprint of the flow to follow. This will give
to the way you approach the market
you a clear understanding of the workflow
and your customers based on current
and dependencies. 
trends in the market.

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 “IFPROBLEM
YOU DEFINE THE
CORRECTLY,
YOU ALMOST HAVE
THE SOLUTION
// STEVE JOBS

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 Identify problem
areas and divide them
into categories

Implement solutions 

Train your admins

ST
EP 02 and employees

IMPLEMENT
THE SOLUTIONS Assign defined role
hierarchies and permissions

Follow-up on
the progress

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 IDENTIFY When you are ready to implement a IMPLEMENT Now that you have identified
PROBLEM solution, start by identifying problem THE SOLUTIONS and categorized the problems,
AREAS areas to fix.  implementing the solutions will
be easier. You will have a clear
understanding of your customer’s
GROUP THE Once you have identified the problems,
business needs and which solutions
PROBLEMS group them into categories. This will 
INTO to implement to get the best results. 
help you address them in a sequential,
CATEGORIES organized way. For example, your
categories might include support, 
people management, and subscriptions.

Once the solutions have been

DIVIDE Once the problems are grouped into
implemented, the next step is to
TRAIN
THEM INTO  categories, further divide them into
SUBCATEGORIES subcategories. This will help you to
train the admins in the business YOUR
identify the exact problem area that
organization. The admins should
be given sufficient training
ADMINS
needs to be addressed.
that they have a thorough
understanding of the solutions
in place.
IDENTIFY SOLUTIONS TO THE
PROBLEM AREAS
Find a specific solution for each problem category.
The categorization will help you to identify the right ASSIGN ROLE While the admins in the customer’s
solution for the nature of the problem that your HIERARCHY organization are receiving training,
business is facing. For example, support issues can assign a strict role hierarchy to make
be resolved with Zoho Desk, people management can sure the process flows work smoothly
be streamlined using Zoho People, etc. and efficiently. 

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 ESTABLISH Every employee in the organization will REASSIGN INCOMPLETE TASKS
ROLES AND require a clear understanding of the AND RESPONSIBILITIES
PERMISSIONS nature of their job. Once the solutions
are implemented, it is crucial to define Over a few weeks, there are likely
roles, responsibilities, and permissions to be tasks and responsibilities
for everyone in the organization. that have either fallen through the
cracks or were not completed in
the given time frame. The best way
FREQUENT When new solutions are
to deal with this is to identify the
FOLLOW-UPS  implemented, frequent, thorough
IN THE FIRST  incomplete tasks as soon as possible
follow-ups during the initial phase
QUARTER and reassign them for completion. 
can help ensure that all processes
are being followed smoothly and any
gaps in the processes are addressed. 
MONITOR
PROGRESS

After the first month of implementation,

make sure that you are monitoring the

“
progress of every process flow and the
overarching rollout plan. If you fail to do
DON’T FIND this, the partner and the customer will

CUSTOMERS FOR YOUR

be unable to assess whether the
implemented solution successfully

PRODUCTS, FIND PRODUCTS fixed the issues that the business

was facing before implementation.
FOR YOUR CUSTOMERS Monitoring progress should be a
continuous process. 
// SETH GODIN
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 Empathetic
employer’s
business will
outperform by

202 % Employee
performance
increases by
ST
EP 03 40 %
ENGAGE
WITH YOUR
Engaged employees
achieve

EMPLOYEES 20 %
more sales
Employee
retention
increases by

Source - Gallup
27%

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 UNDERSTAND YOUR
EMPLOYEES’ NEEDS
Implementing a solution SET UP PROPER In addition to communication
is an important step to grow any INFORMATION flows, clear information flows are
business. Understanding the people who FLOWS also important. Make sure that
contribute to the growth of the business every member of a team involved in a
will help you to focus on growth. It is specific project has access to all the
important for partners to convey this to their information required for that project.
customers and foster a culture of listening This helps build team spirit and assists
to employees about their needs. the team in working toward a common
goal. Providing information only to
a privileged few might make other
FOSTER HEALTHY team members feel alienated and
CONVERSATIONS
AND DISCUSSIONS
The partner must ensure that unimportant. 
the customer they are working with
understands the importance of a healthy
work environment. Every business needs
to foster productive conversations and
discussions in the workplace. This will help
the employees of the business with their Developing a regular
own professional growth and also in building training strategy should
DEVELOP
better working relationships. be high on your list of A REGULAR
priorities. An effective
training strategy will ensure
TRAINING
SET UP PROPER that all your employees STRATEGY
COMMUNICATION stay informed and up-to-
FLOWS
Miscommunications are the root date with the market trends
cause of many failed business operations. and all new technologies
Before starting a new project, set up proper adopted by your company.
communications flows and channels, so that
each employee can focus on their own job
and also stay aware of the big picture. 

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 “
CONDUCT This should be part of your training
IN-HOUSE strategy. Spend some time and
WORKSHOPS
AND TRAINING
resources on conducting in-house
100% OF CUSTOMERS ARE PEOPLE.
workshops and training sessions for all
SESSIONS
your employees. A partner can play an
100% OF EMPLOYEES ARE PEOPLE.
active role in this area. The partner’s
expertise in the market and familiarity
IF YOU DON’T UNDERSTAND PEOPLE,
in the business is key to developing
effective training materials.
YOU DON’T UNDERSTAND BUSINESS.

KEEP TRACK Tracking the performance of your // SIMON SINEK

OF EMPLOYEE employees is a smart move. It
PERFORMANCE will tell you which areas of your
business are struggling and give
you an opportunity for improvement.
However, it is important that your
employees do not feel smothered or CHART OUT Carefully tracking your
micro-managed. Keep the performance KPIs KPIs (Key Performance Indicators) is
tracking positive and focus on always a healthy practice for your business.
supporting underperforming employees Partners can provide more insight on this if
rather than criticizing them. a customer is struggling. 

PROVIDE Motivated employees can be a key

RELEVANT factor in the success of your company. TAKE This is a delicate but necessary area. It
SOLUTIONS An atmosphere of motivation should be
FEEDBACK is always good to encourage feedback
AND maintained at all times, and any issue from your employees and management.
MOTIVATION However, for this to work, feedback must
or escalation should be seen as an
be constructive and not personal. 
opportunity to provide helpful solutions.

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 KEY
POINTS TO
REMEMBER

Identify the pain points in

your business

Come up with a rollout plan

Train your admins

Develop a regular training
strategy

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 Study and understand
the market trends

Narrow down a
target market

Conduct frequent surveys

for feedback
ST
EP 04
INTERACT Provide relevant content
with effective delivery

WITH YOUR
CUSTOMERS Encourage
and track user
adoption
Build trust by
being honest

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 STUDY THE Studying the market for
Conducting surveys is one
MARKET current trends and keeping your
of the simplest but most
CONDUCT
business in line with them can be
an incredibly daunting task, but
effective ways to collect FREQUENT
it is key to maintaining organic
customer feedback and
reviews. A survey is only as
SURVEYS
growth. Partners can help their
customers achieve this. 
effective as the questions
it consists of. Make sure
to keep your questions
UNDERSTAND To survive in the market as an clear and concise. We also
THE MARKET independent business, you need recommend including a
TRENDS to connect with your customers. comment section at the end
A partner should talk to the of the survey.
customers they are working with
regularly to develop a strong
working relationship and help them
understand market trends and
how they impact their business. 
IMPROVE AND It is important to use the
CUSTOMIZE customer feedback you collect
NARROW Business and market trends are YOUR to improve and customize your
DOWN YOUR dynamic. While it is a good idea to SOLUTIONS solutions. Partners can help their
TARGET follow market trends within your
MARKET customers devise appropriate market-
business, it can be difficult to keep
ready solutions. 
up as they change. A solution to this
problem is to select an ideal target
market and target audience for your ADDRESS It is also crucial to address the issues
business. This will help you focus on CUSTOMER that your customers report. Addressing
a particular segment and tailor your ISSUES customer issues is one of the best ways
business accordingly. to improve trust and build a positive
brand image. 

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 PROVIDE Customer stickiness is key to
DEVELOP Developing a training module and EXCELLENT  maintaining profitability. In addition
A TRAINING strategy to educate your customers SUPPORT to drawing in new customers, it is
STRATEGY may provide long-term benefits for also important to retain your existing
your business, not only strengthening customers. More often than not, if
your brand image, but also broadening you provide the best support, your
your customer base.  customers will stick around. A good,
proactive support staff will really help
you increase customer stickiness. 
PROVIDE A poorly executed training course or a
RELEVANT badly written training content can do
CONTENT more harm than good. Provide content, ENCOURAGE When done right, user adoption
training, and marketing material which USER can be advantageous for your
are relevant to your customers and ADOPTION business. Research the ways you can
which they will be able to understand.  approach this and settle for one which
works for your business and your
target market. Generally speaking,
EFFECTIVE Researching the most effective way of there are three methods of user
DELIVERY delivering training and content to your adoption: big-bang adoption, parallel
customers is a good investment of time. adoption, and phased adoption.
Make sure not to cram your training The best mode of adoption may differ
sessions with too much information. between customers. 
Keep them focused and concentrate
on delivering the content effectively.
Conduct frequent workshops, trainings,
and roadshows, targeting various
market segments. 

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 60 pt Stroke

TRACK THE  Deciding on the type of user BE HONEST Honesty in business is by far the most
ADOPTION adoption to follow is just the tip of the AND BUILD neglected feature. Be honest with
iceberg. Tracking adoption is a much  TRUST your customers about the vision of
bigger task. Primarily, user adoption your business and how you approach
should indicate concrete solutions real-world problems. This might
to specific problems. Unless you not directly bring your business any
track adoption, you will never know added profits, but it will take you a
whether you were able to deliver what long way in building trust with both
you had promised. User adoption prospective and existing customers. 
is a process, rather than a one-time
solution. It may take a few alterations
and customizations to get the desired
result.

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 “
LOOK FOR 3 THINGS
IN A PERSON

INTELLIGENCE, ENERGY
AND INTEGRITY
IF THEY DON’T HAVE THE
LAST ONE,

DON’T EVEN BOTHER WITH

THE FIRST TWO.

// WARREN BUFFET

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 Build a customer
engagement
community

Never compromise
on the quality of
products and 
solutions
ST
EP 05
BUILD A STRONG
CHANNEL
Keep your
customers informed 

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 “
BUILD Loyal customers are hard to find and
A STRONG even harder to retain. Channel your
BASE OF resources toward building a strong
LOYAL network of customers who have faith in
CUSTOMERS
your brand. Build a strong community
of customers and retain as many of
ALWAYS MAKE
them as possible. One of the best ways PRODUCTS THAT ARE
THE BEST IN THE WORLD
to achieve this is to have a dedicated
customer satisfaction team, who track

AND ANYTHING OTHER

customer retention and adoption.

CONTINUOUS
CUSTOMER
This falls under the umbrella of
building a strong community of
THAN THIS IS A RECIPE
ENGAGEMENT customers. Continuous customer
engagement will help your business to
FOR MEDIOCRITY.
improve customer relationships. Regular
community meet-ups are a great way
to touch base with your customers. 
// SRIDHAR VEMBU

KEEP YOUR Tell your customers about every

Do not compromise on
the quality of the solutions
KEEP AN EYE CUSTOMERS
UPDATED 
new feature and milestone that your
organization achieves. This will make
that you provide to your ON QUALITY them feel acknowledged and will
customers. Maintain strengthen the faith that they have in
stability when it comes your brand.
to quality. 

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 KEY
POINTS TO
REMEMBER

Conduct frequent
surveys

Keep an eye on
quality

Be honest and
build trust

JUST ONE MORE

STEP TO GO...

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 Build a strong
partner network

Create value for your

partners

Provide
excellent support

ST
EP 06
EXTEND YOUR
Provide ample
integrations and plugins

BUSINESS
Conduct frequent
meet-ups for partners

Express your
gratitude

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 BUILD As your business starts to grow, you KEEP Have a dedicated team that works
A STRONG should build a strong network not just of PRODUCING with partners and releases new and
PARTNER customers, but also of partners. Your CONTENT updated content regularly to share
NETWORK partners in business are like your family. with them. Focus on the quality and
Include them in everything that you do relevance of the content rather than
and be honest with them. Partners are quantity. 
the face of your brand and allow your
business to thrive through multiple
channels. Make sure that your partners PROVIDE  Always be there for your partner.
are on board with the ideals of your EXCELLENT Your relationship with your partner
brand as a whole.  SUPPORT is based on trust and conviction. It is
TO YOUR  important that your partners believe
PARTNERS
in you and know they can rely on
your support. If possible, have a
dedicated team for your partners.

Building a partner community is

not easy. Continuously strive to
CREATE PROVIDE A partner will push the capabilities
create value for your partners. VALUE ADDITIONAL of your products to their limits and
Give them something to look PLUGINS AND make sure that there are no gaps
forward to and keep them INTEGRATIONS or redundancies in them. Stay in
constantly engaged. This cannot constant contact with your partners
be achieved in a day. Look at it and build plugins and integrations for
as an ongoing process and be them if required. Encourage them to
prepared to work toward building include additional functions in their
a strong, organic network. existing products.  
Encourage partners with value
propositions rather than just
commissions and profits.

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 CONDUCT Meet your partners as often as you can
FREQUENT and conduct frequent partner-specific
MEET-UPS meet-ups. Continuously address partner
issues and provide relevant solutions to
their problems. Invite regular feedback

“GOOD IDEAS
and suggestions from them and keep
them updated on your progress. 

EXPRESS YOUR ARE ALWAYS

GRATITUDE CRAZY UNTIL
Making your partners THEY’RE NOT
feel acknowledged and
valuable helps you earn their
trust. Be sure to express // ELON MUSK
your gratitude to your
partner community. 

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 REFRESH
YOUR
MEMORY

Identify the pain points in

your business

Train your admins

Change is everything that
Develop a regular training you need to grow. It requires
strategy dedication, hard-work and
patience. Once you learn to
master the art of riding the
Conduct frequent surveys wave of change, you begin to
lead the change. Our partners

Keep an eye on quality have seen us through many

phases of change.  

Create value WE LOOK

Be honest and build trust
FORWARD
TO LEADING
Express your gratitude THE CHANGE,
TOGETHER.

62 / / PA RTNER’ S DI GEST ZO H O O N E I M PL E M E N TAT I O N G U I DE / / 63

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 This Implementation Guide
aims to provide a categorized

INDIA | Zoho Corporation Pvt. Ltd., Estancia IT Park, Guduvanchery, Chennai 603202
blueprint for partners, who
can use it to successfully

USA | Zoho Corporation, 4141 Hacienda Drive, Pleasanton, California 94588

implement Zoho One for their
customers.

This guide is not a step by

step instruction on how to
set-up Zoho One. It is much
more than a help guide or
set-up guide. This guide
will cover everything from
aiding a partner in preparing
a customer’s organization
before implementing a solution
to long-term support for a
business.