Zoo Business Media Case Study

Introduction

Zoo Business Media is an exciting digital media group that has grown to become one of Australia’s leading suppliers of music, digital signage and voice messaging solutions to thousands of Australian Businesses.
Zoo Business Media represents brands Atmosphere TV Australia, Moov Music, 1800-ONHOLD and Voiceovers NOW!

Zoo Business Media delivers CX solutions via digital OOH media. This includes digital signage and streaming video content, branded business music channels and voice messaging for VOIP and POTS telephony.

Overview

Zoo Business Media underwent a strategic shift in its operational framework by transitioning from their old CRM system to the Zoho CRM due to the limitations and in capabilities experienced with the former. The challenges included limitation in the customization, integration complexities, and lack of features necessary to optimize the process

Using Zoho CRM’s multiple striking features, we were able to handle the automatic assignment of tasks and activities, capture all the contact details and manage the entire lead- cycle in one single platform.

This case study highlights how Zoho CRM helped ZBM enhance the operational efficiency and customer relationship management by addressing the limitations of the previous CRM. FI Digital aims to optimize its business processes and create a more agile organizational set up.

Executive Summary

Zoo Business Media is a media production company specializing in delivering customer experience solutions through digital OOH media. The company offers a range of services that include digital signage, streaming video content, branded business music channels, and voice messaging for both Voice over Internet Protocol (VOIP) and Plain Old Telephone Service (POTS) telephony.

Zoo Business Media History

Zoo Business Media was founded in 1999 and is located in Helensvale, Queensland. Zoo Business Media is committed to delivering reliable, high quality music and messaging services to more than 3,000 retail, hospitality, fitness and general business environments around Australasia. Zoo Business Media is proud to supply music and messaging services to some of Australia’s leading national franchise groups, including The Coffee Club, Hair-house Warehouse, Snap Fitness, Choice Hotels, Pizza Capers, and Discount Drug Stores.

ZBM guiding philosophy

Zoo Business Media is aimed at supplying innovative music, voice messaging solutions to hundreds of businesses around Australia. They provide the latest digital signage and streaming video content and branded business music channels to make sure that the business sounds great.

Problem statement and key challenges

ZBM faced significant challenges in their previous CRM set-up, prompting the need to look for innovative solutions. They wanted to automate the workflows which could help users save time, increase productivity, and help them manage the entire Customer engagement on one single platform.

ZBM wanted a single customer interface where their users could manage the entire Lead management process and keep track of services opted by the customer. They wanted to optimize their existing flow with an automated set up to help increase operational efficiency.

Evaluation of the problem

After discussing the requirement with ZBM in detail, we could evaluate the following key elements of the problem statement.

– On-time Service delivery
– Outdated Processes
– Inefficiencies in managing the Products and Services
– Limited Integration capabilities
– Lack of Customization flexibility

The challenges mentioned above could impact client satisfaction, operational efficiency and overall growth of the company. Overcoming these challenges is crucial for maintaining the operational framework of the company.

Proposed Solution

To address the problem statement mentioned above, we suggested ZBM the following software to help optimize the process.

– Zoho CRM
– Zoho Desk
– Zoho Workdrive
– Zoho Sign
– Zoho Forms

Zoho CRM being the key application here, could be used to upgrade the workflows and help users track the product services provided to the customer.

Features like Modules, workflows, email alerts, mail merge templates, etc were implemented to cater to the customer requirements.

On top of the above features, we integrated with Zoho workdrive to help ZBM store the documentation which is a crucial part of their process, Zoho Sign, to capture the attestation from the customer on a single platform and Zoho desk , to track the issues or the queries raised by the customers.

We have also built Insightful Reports and Dashboards ZBM uses to analyze the data.

Implementation

As a part of the implementation process, we conducted multiple requirement gathering sessions to assess the requirements and pain points in detail. We worked with ZBM to understand and map their current business process and configured Zoho CRM to optimally work with their processes and day-to-day operations.

Post setting up the Zoho CRM and Zoho Desk, we gathered the feedback from ZBM and implemented new enhancements that keep making their user experience and customer engagement experience better. We connect every week to polish up the application by continuous testing and new innovative feature suggestions.

The project was well delivered on time with necessary Training, Documentation and Post Go-Live support. The flow was implemented in a way which could help a ZBM user manage their tasks efficiently, increase productivity and manage the product related requirements using both Zoho CRM and Zoho Desk

Result

ZBM has been using Zoho from past 6 months and has migrated the complete data set from their previous CRM to Zoho CRM. They have observed a significant increase in the productivity of their employees and have been able to manage the Sales-cycle seamlessly.

ZBM is in talks with FI Digital to implement the process of their new business unit as well which would require integration with their suite of third-party systems.