Currency Exchange

We will be mainly focusing on the issues faced by the business before Zoho and how the Zoho implementations have helped the business increase productivity and bring in better employee management.

About the case study

In this case study, we will discuss how Zoho has transformed the business operations of a currency exchange company. We will be mainly focusing on the issues faced by the business before Zoho and how the Zoho implementations have helped the business increase productivity and bring in better employee management. Zoho is an all-in-one technological solutions provider and can be customised to fit any kind of business. Alchemist is a certified Zoho partner, and we have a team of experts who can analyse a business in detail and create a custom package of Zoho apps to fit the needs of the business. 

currency exchange

Overview of the business

The business mentioned in this case study primarily focuses on currency exchange; their operations mainly include sales, finalising contracts, collecting data, and marketing. They offer services like sending money to foreign employees’ homes for the company and local currency conversion. They are aiming to be the only solution for currency exchange. Their main sales target includes businesses and foreign individuals who are settled in the UAE.

Challenges faced by the business before Zoho

Absence of a lead management system

The company required a system or software that could help manage the leads better and assist the salespeople in turning the leads into sales. They needed a system that would keep them updated with the progress of the leads, assign the leads according to their needs, and effectively transform that lead into a sale.

No proper customer database collection system

There was an absence of a solution that could collect and keep all the customer data for reference. The work was done manually, and it would take too much time out of the time resource of the business, and even then, the data collected was not robust and not easy to access. The business would have greatly benefited from a system that properly recorded customer data from different sources.

No method for employee management

It was hard for the business to keep track of the performance of the employees and there was no system to measure the output of their work, especially in the case of the salespeople, who are the backbone of the currency exchange business. They wanted to keep track of the progress of the sales, assign jobs, and check updates whenever required with administrator access.

Lack of complaint registration system

When the customers registered a complaint or an issue with their payments or transaction there was no adaptive system which effectively managed everything and kept the customers notified of the progress of their issues or queries. Also, customer feedbacks were also not recorded in the system.

Accessibility for customers

It is always better if the customers have access to the different facilities of the business at the tip of their fingers. This ensures that customers can get the best of the business without going through doors and counters. In this case, the company wanted to provide services like complaint registration, registering as a customer, etc. that were easy to access and manage for the business.

Lack of tools for marketing

In the current era of digital marketing, there is absolutely a need for tools that can help businesses market themselves in cyberspace.

Implementations & solutions offered

Alchemist has studied the requirements of the business and has offered the following
Zoho implementation which fixed the problems faced by the business

Zoho CRM

It is a customer relationship management software that can keep track of the leads and what stage are they on so that the salespeople in the currency exchange can decide whether to pursue the lead or not. It also helps in collecting the customer data including their preferences. Zoho CRM basically can handle these activities for the business
a. Can help in turning leads into sales
b. Can create detailed analytics of the business operations
c. Track the activities of the salespeople and their progress on leads
d. Can assign the leads to the correct salesperson according to the company parameters.

Zoho Desk

Zoho Desk helped in improving the customer service segment of the business; it can effectively help in taking in complaints and keeping track of the progress on them. As for the customers who registered the issue, Zoho Desk can generate an automatic SMS response for them with the ticket number and the stage at which the complaint is at.

Zoho Survey

It is important to get reviews from the customer, and a Zoho survey can help in creating questionnaires that the customers can answer to give feedback regarding the service. This will be useful for the company’s evaluation in the future.

Zoho Forms

Zoho Forms can be used to create forms and embed them into a QR code for customers. The company used the QR code in multiple branches of their business, and the customers can easily make use of simple services like registration, complaint registration, and submitting reviews. Zoho Form can collect the data effectively and feed it back to other Zoho apps like Zoho CRM for reference.

Zoho SalesIQ

Zoho SalesIQ is used on the website to collect all the details regarding the potential customers visiting the website and tag them according to their requirements and at which stage they are at. Zoho SalesIQ completely automates the process of customer data collection and can provide the data for reference in the Zoho CRM application.

Zoho Social

Zoho Social is used to manage all the social media pages of the business, it can help with posting, scheduling posts and collecting insights from the interaction from the customers in the social media.

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Zoho Campaign

Zoho Campaign is mainly used to launch email campaigns advertising the company’s services, in this case the different currency exchange services provided by the business.

Conclusion

Zoho is a complete solution that can increase the productivity of a business and help create a smooth workflow system in the business, making it easy for the management and the employees. Here we can see that all the issues faced by the business were easily solved with Zoho, and they were able to invest more of their time and resources in the growth of the business thanks to that. Alchemist Advanced Technologies can best assist any kind of business by carefully analysing the business and their operations to tailor the perfect set of apps for your business. To learn how much your business can grow with Zoho, reach out to Alchemist today at +971564096246 and get a consultation from our experts.

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