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Zoho Reports Implementation Australia – Increase Customer Retention & Productivity With Improved KPI Reporting

Coffee Machine Express, has sales and after sales operations in Sydney, Melbourne and Brisbane, Australia and offers its clients high quality coffee options to their customers throughout Australia. The company has a wide-ranging variety of office coffee machines to suit any size office, backed up with extended warranties and service.


Challenge


As an existing Zoho Australia client, Coffee Machine Express selected CRM Asia Solutions to further train its staff on Zoho CRM.


Another essential requirement was to integrate Zoho Reports with an in house developed after sales application in order to improve after sales reporting with better Business Intelligence (BI) through providing Key Performance Indicators (KPIs) on equipment and technicians with the aim being increased customer retention and higher productivity.


Zoho Reports Development


Working together, Coffee Machine Express and CRM Asia Solutions integrated the in house after sales application data with Zoho Reports using the Zoho Reports extensive data import functionality.


Based on Coffee Machine’s KPI and after sales reporting specifications, CRM Asia Solutions developed a number of “Pivot”, “Summary”, and “Tabular” reports, and also a set of “Pie” charts with emphasis on client, machine, technician, customer retention and technician productivity statistics, by regions of Australia.


The Zoho Reports views and charts were developed to be delivered in .PDF format, by email on a regular basis.


Results


All of Coffee Machine Express operations in Brisbane, Melbourne and Sydney, as well has the head office, now receive, automatically, an indexed, i.e. table of contents, Zoho Reports generated PDF file every Saturday morning via email, containing thirteen reports and charts including technicians’ summary and detailed reports, customer report, type of services carried out in the last week report by Australia region, summary pie chart of type of services carried out by Australia region in the last week , and machine summary reports.


The Zoho Reports’ information provides the management team at Coffee Machine Express with an in depth view all of the statistics and KPIs required to take actions in order to improve customer retention and increase technician productivity throughout the company's operations in Australia.


A comment from Jim Storey, the owner of Coffee Machine Express, "I wanted to thank you for getting us successfully through our Zoho CRM training. The feedback from the franchisees has been overwhelmingly positive. The Zoho Reports work is also on track, despite some rather vague requirements from our end. I wouldn't hesitate to recommend your company to others."


For more details on how we can help you improve your business intelligence and key performance indicator reporting with Zoho Reports, and also help you to use Zoho CRM with our structured online CRM training courses, contact us here, or send an email to sales@crmasiasolutions.com