Features listing: -

1. Customer Data Management: - This section will allow you to save the information related to
the customer and discussion related to them. There will be different types of customer data:
-
a. Customer Profiles: - Store and manage customer details that help agents
communicate with them. The details such as: -
i. Name
ii. Age
iii. Contact
iv. Email Address
v. Home address
vi. Preferences
vii. Etc …
b. Interaction History: The record of past interactions with the customer and details
related to them will be managed in this section. The different sections that can be
managed are: -
i. Calls
ii. Emails
iii. Chats
iv. tickets
c. Case Management: The details related to issues or concerns or other information
shared by the client will be created as tickets. The resolution or information shared
can be tracked through the case history.
d. Custom Fields: The specific industry details related to customers such as medical
information, and family information will be tracked through this section. The
different information fields can be: -
i. Medical information
ii. Payment history
iii. Card information
iv. Address
v. Food preferences
vi. Order history
vii. Many more….
2. Call Management & Telephony Integration
a. Automatic Call Logging: The details can be captured related to call details such as
i. Time
ii. Duration
iii. Agent name
iv. Resolution
v. etc.
b. Click-to-Call: Inbuild functions will enable agents to call customers directly from the
CRM with any manual device. We can mask the contact details of customers so that
the agent can’t view them.
c. Call Recording & Playback: The recordings will be stored for quality assurance
training and future references.
d. Caller ID & Screen Popups: The customer details will be displayed when a call is
received.
3. Ticketing & Case Management
a. Automatic Ticket Creation: There will be an automated ticketing management
system that allows the system to generate tickets from calls, emails, or chat.
b. Ticket Assignment & Escalation: The tickets will be assigned to agents based on
priority and expertise. The tickets will be escalated based on the time duration set to
address the tickets. The details will be: -
i. Tickets number
ii. Issue
iii. Resolution time
iv. Addressed/not address
v. Allocated
vi. Etc
c. SLA (Service Level Agreement) Tracking: There will be SLA defined based on which
the setting will be done in the system to monitor response and resolution times.
d. Canned Responses & Templates: We can provide quick responses to common issues
or questions related to different services such as Insurance, Medical etc. The
questions and responses can be -
i. Medical
ii. Medicines
iii. Reports
iv. Symptoms
v. Diabetes
vi. Glucose monitor
vii. So on ….
4. Omnichannel Communication
a. Email & SMS Integration: Send and receive messages within the CRM.
b. Live Chat & Chatbot Integration: This allows real-time customer support to the
customer in case of quick access to information and resolution to the queries.
c. Social Media Integration: Manage customer queries from different platforms and
forms available on social media platforms. The different platforms: -
i. WhatsApp,
ii. Facebook,
iii. Instagram etc
5. Reporting & Analytics
a. Call Performance Metrics: Track call volume, duration, missed calls, etc.
b. Agent Performance Reports: Measure agent efficiency and response time.
c. Customer Satisfaction Scores (CSAT, NPS): Collect feedback from customers.
d. Custom Reports & Dashboards: Generate real-time reports for decision-making
6. Automation & AI Features
a. Workflow Automation: Automate repetitive tasks like follow-ups and case
assignments.
b. AI-powered Suggestions: Recommend responses and solutions based on past
interactions.
c. Chatbots & Virtual Assistants: Automated chatbots help answer the generic queries
of customers in case access is provided to specific users with advanced information.
7. CRM Integration & API Support
a. ERP, Helpdesk, and Third-party Apps: We can integrate with the in-house tools to
fetch the information stored in different database sources.
 b. API Access: Zoho provides API access and enables custom integrations with business
applications to get the functionality as per requirement.
8. Security & Compliance: -
a. Data Encryption: To ensure unwanted breaches, protection from unwanted access
and to protect customer data encryption and decryption keys will be used. The
different security measures will be: -
i. Middleware implementation
ii. Encryption key for
iii. Decryption of data
b. Role-based Access Control (RBAC): Restricted data access based on user roles will be
developed. A dedicated section for the rights allocation will be provided to dilute the
access to the different types of roles created.
c. GDPR, HIPAA, PCI Compliance: Ensure legal compliance for data handling.
9. Deal Management: - Close more deals in less time. Track the stage in which your deals are
currently in, and seize every opportunity at the optimal moment.
10. Contact Management: - Get real-time insights about your customers, connect with them
across channels, and build strong relationships

11. Analytics: The different types of analytics reports will be prepared as per the data stored in
the system.
a. Reports: Real-time reporting gives you insight into a variety of metrics such as sales
trends, marketing campaigns, activity reports, and team performance
b. Analytical Components: Create dashboards, analyze trends, stay on top of your key
performance indicators, and know where you stand on your targets
c. Capabilities: Take a look at the different CRM analytics that can help business grow
by helping you make data-backed decisions.
12. Calendar: Access all your calendars from one system. Prioritize meetings with multiple
reminders and convert them into recurring events by checking a box
13. Quotes and Finance: Generate quotes, invoices, and orders with access to inventory,
shipping, and subscription information within Zoho CRM.