The client is a technology reseller, who focuses on reselling a SaaS subscription product with their Vendors. When they reached out to us, the client was managing all of their customer subscriptions through email, which made their customer service a very time intensive activity whenever a customer wanted to increase their subscription. The Client reached out to Aether Automation looking for help making a customer portal within Zoho Creator to allow customers to self serve their subscription.
With the help of Zoho Creator, we were able to quickly develop a customer portal that allowed customers to see their subscription details, and make edits to their subscription themselves. This freed up customer service to focus on more important tasks, and increased customer satisfaction by allowing them to self serve.
The system that was implemented integrated the clients Zoho CRM, Zoho Subscriptions, and Zoho Books. This way the client could see the status of any customers subscription within CRM, and make changes to it accordingly. Zoho Subscriptions managed the end customers payments by automatically billing the customer on subscription renewal. This reduced churn by eliminating the request for payment from our client.
Lastly, Zoho Books was used to manage the inventory of products that the client offered. This was important because it allowed our client to see what products they had in stock and make sure they were not selling products that they did not have in stock.
Overall, the implementation of Zoho Creator was a success. The customer portal eliminated the need for customer service to spend time on administrative tasks, which led to an increase in customer satisfaction. The integration with Zoho CRM and Zoho Subscriptions allowed our client to reduce churn, and the integration with Zoho Books allowed our client to better manage their inventory.
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