Business Process Management in Zoho CRM

Apr 20, 2023 | General

 

Business Process Management in Zoho CRM 

Process Management is a crucial element of any business. Specific tools within Zoho have been created to assist with this. Process management tools within Zoho are powerful and can be used to help streamline processes. These tools can help companies identify and define steps required to complete any business task. 

 

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Benefits of Process Management 

You might be thinking, “Why should I use process management tools?”

There are many benefits of process management tools. The main benefit being that these tools can help organizations increase productivity and efficiency. Decision makers can determine what the process would look like under optimal circumstances, and users can be more intentional as they aim for that target. Another benefit is that processes are documented, monitored, and analyzed. The company can more easily react to change as it is easier to adapt when the process roadmap is clear. Better documented and defined processes also lead to better transfers of business knowledge. Since the process is mapped out, managers can also make sure that all parts of the process are compliant and secure. Employees will be informed of their duties and can make sure they meet the defined criteria, therefore reducing errors.

You may have heard the famous line from Alice in Wonderland that the Cheshire cat relays to Alice when she doesn’t know which road to take or where she’s going. The cat states, “If you don’t know where you’re going, any road will take you there.” Process management tools provide this direction and roadmap. There is a clear vision and the route is mapped out. Any deviation from the path can be caught and corrections can be made to get back on course. If there is anything obstructing the chosen path, leaders can evaluate the current situation and design an alternate route that still leads to the desired endpoint.

Process Management Tools: 

  1. Wizards 
  2. Blueprints 
  3. CommandCenter
  4. Qntrl

Wizards

Wizards are a streamlined sequence of forms. They are essentially a redesign of the record creation process. Complex, data intrusive layouts can be broken down into more manageable screen-by-screen forms. The sequence of forms captures the information efficiently. Breaking down the process into multi-page forms makes the process much simpler, and it walks the user through the process of what needs to be filled out when creating the record. Imagine how much easier it can make complex record layouts! 

Example of how a record layout can be broken down using a Wizard

 

Features:

  • Show/hide buttons based on entered information
  • Enable/disable buttons based on entered information
  • Dynamically change fields on form based on entered information
  • Choose how the form sequence looks and define the flow
  • Trigger automated actions between forms or after submission
  • Show different sections as buttons on the screen
  • Supported in Sandbox
  • Validation rules

 

How are Wizards helpful? 

Wizards are helpful as complex layouts can be broken down into simpler forms. The breakdown of the forms allows the user to input the information one step at a time. This results in an experience that can be less overwhelming for users. Wizards provide a better user experience as it is clutter free and focused. Wizards also help ensure better quality data. The user can collect the right information at the right time. The user can also easily navigate between sections to fill out what is required.

 

When should you use a Wizard? 

A Wizard should be used when CRM users need to create and complete a record in a defined, systematic sequence. This is usually the case when there are several steps involved in accomplishing the task. Another use case for Wizards is when users need to save the form as a draft before submitting. This approach is helpful in processes where the application forms are extensive and the user wants or needs to skip a few details in the moment like a loan application, property selection, or visa submission.

Wizards are typically used as a sub-process of a bigger picture process. They should be used when the process takes place in a single module and the process happens in a moment. Again think of record creation. This happens in a single module and usually more quickly not over a longer period of time.

 

Use Cases: 

  • Insurance forms
  • University admission forms
  • Product purchase forms

 

Blueprints 

Blueprints are a model of an internal process that is related to a single module in the CRM. An example would be a lead qualification process. This process only occurs in the Leads module. Blueprints consist of states; states are a condition that a record is in at a specific time. A transition is the condition that is required for the record to move from state to state. For the lead to be marked “Qualified”, the user must perform analysis. “Qualified” is the state while “Analysis” is the transition”. 

 

Features: 

  • Define every state in a process
  • Define what conditions should move a record from state to state
  • Require fields to move to the next state
  • Data validation
  • Define process flow in the editor
  • Configure transition settings
  • Common transitions

 

Parallel Transitions

Parallel transitions are the option to have multiple steps that are required for a record to move to the next state. The record will move to the next state when all steps are completed, but it is not required for them to be completed in a set order.

 

Example of a parallel transition with multiple steps between two states

 

Multiple Transitions 

Multiple transitions give the user the option to have multiple criteria. Of the multiple criteria, only one needs to be met for the record to move to the next state. The record will move to the next state when one out of the multiple conditions are met.

 

Example of a multiple transition where any step allows the record to move to the next state

 

How are Blueprints helpful? 

Blueprints are helpful as you can capture an entire offline process within the software. Managers can make sure that the right people are associated with the right stage. Blueprints help to guide your team through the execution of the process, such as giving sales people call scripts or requiring fields before moving to the next state. Important information can be mandated and validated. You can also automate routine actions like sending an email or a contract.

 

When should you use a Blueprint? 

Blueprints should be the chosen process management tool when the process is happening over a period of time. Blueprints are best used for processes that have specific steps. Blueprints should be used when the process takes place in a single module similar to Wizards.

 

Use Cases: 

  • Insurance claims
  • Future releases of software
  • Furniture manufacturing

 

CommandCenter 

CommandCenter is a business process management tool comprised of multiple parts. Journey Builder lets you design elaborate processes that link independent teams and modules together. It is meant to work with automation. Once the actions are clearly defined, the subsequent steps can occur automatically. PathFinder is a newer feature that allows the user to define various stages and touchpoints across channels and depict the customer’s journey. 

 

How is CommandCenter helpful? 

CommandCenter allows customer journeys to be automated and reduces manual intervention. It also allows for a bird’s-eye-view of the entire process, which allows you to pinpoint bottlenecks and troubleshoot errors. You can identify the exact point in the process where there is the highest risk of losing customer. Employee performance should improve as well.

 

When should you use CommandCenter? 

CommandCenter should be utilized when the process that is being replicated runs across multiple modules. It is ideal for organizations with several departments, services, or third-party applications combining into a single business process.

 

CommandCenter vs Blueprint 

The differences between CommandCenter and Blueprints can be a little confusing. Blueprints are user driven, take place in a single module, used for a uniform process, and capture a single process. CommandCenter is driven by automation, combines multiple modules, is flexible, transitions are automatic, a record can enter at anytime from anywhere, combines multiple processes, and you can schedule actions and create recurring actions. Both tools assist with business processes, allow for manual transitions, and records can enter on create or edit.

 

 

Venn Diagram illustrating the differences and similarities of CommandCenter and Blueprints

 

Use Cases: 

  • Resolving complaints and support requests
  • Building loyalty programs
  • Winning back customers who don’t renew a subscription

 

Qntrl 

The last process management tool is Qntrl (Control). This is a workflow orchestration software. It is a stand alone app offered by Zoho. This tool works for processes that run across multiple applications. It gives precise control over the who, what, when, and how of every process under your care. It allows you to see the status of everything or who is doing what at any point in time.  The whole purpose of Qntrl is to drive action. Automated actions can take care of your repetitive details and tasks!

 

Features: 

  • Centralized request submissions
  • Customized work views
  • Real-time status updates
  • Automated process checks
  • Share updates and receive feedback
  • Keep stakeholders updated via email or chat
  • Assign requests automatically
  • Automate workflow actions
  • Generate documents automatically

 

BPM Feature Comparison 

Feature comparison chart of business process management tools

 

Need Help? Don’t Have Time to Do It Yourself?

All these process management tools and more are available to you from Zoho. If you are currently in search of a tool to assist you, odds are Zoho has one! At AspenTech we can assist you in the setup or customization of these tools as well as any training it takes to get you up and running.

At AspenTech CRM, we meet your customer data challenges head-on. We address every issue you might have with your Zoho implementation – whether it involves selection, technology, training, or process – and create a manageable plan. We then work with you to implement that plan so you can use your systems to their fullest potential, giving you a 360° view of your customers – and your business. Contact us or call 866-880-4228 to start a conversation with one of our experts.

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