Zoho CRM Plus turns 5!

Thank you for believing in us and being part of our journey! We owe it all to you!

At Zoho, we've always focused on building end-to-end solutions and creating business software that solves real problems. In the year 2014, we took a major step towards enacting this vision with the launch of the first-ever product suite from Zoho, CRM Plus, which has since grown to become the most comprehensive integrated customer experience platform on the market today.

The best customer experiences are delivered when your software tools work together seamlessly. With CRM Plus, we are breaking silos across customer-facing teams to provide a comprehensive view of your customer information across multiple touchpoints.

Here's a short retelling of our CRM Plus journey 

Where we started 

We began development with the mission of integrating Zoho CRM with all the touchpoints of customer-facing information a business can have, providing our users with instant access to any piece of customer information as soon as they need it. Zoho CRM Plus started off as a customer-centric suite that aimed to leverage Zoho's powerful products for sales, marketing, and support. For the first time, our users could purchase 10 different Zoho products at a single price.

The introduction of the Admin Panel

One year after launch, we continued working on simplifying the way businesses utilized CRM Plus. We didn't want them to spend large amounts of time performing account set up, licensing, customization, managing their subscription, and onboarding their team.

We wanted them to invest their time and energy into improving their customer experience. That's why we launched the Admin Panel—to streamline business administration. The Admin Panel helped unify user provisioning and management, subscription management, and app provisioning into a single interface.

From a suite of products to a platform

Even with the addition of the admin panel, CRM Plus still required switching back and forth between the separate products in the suite and using distinct interfaces for different functions. We wanted CRM Plus to feel like a single tool—a single platform that could also make managing all this customer information easy and effective. In November 2017, we launched our next version of CRM Plus, now with a unified interface, setup, and search.

Our customers no longer had to toggle between multiple products to access multiple information sources. Everything was brought under a single interface that our customers love to this day!

Our biggest release ever!

In November 2018, we launched CRM Plus as Zoho's unified customer experience platform. Seamless omnichannel engagement, enhanced AI capabilities like Zia Voice across the platform, and unified analytics were the highlights of this release.

The road ahead: our vision of helping businesses become truly customer-first!

Five years into our journey, and we've continued to grow—constantly becoming better together. We're working hard every day on improving the platform, and helping businesses build a customer-first organization. We can't wait to share our next round of product updates with you.

We look forward to many more years of exceptional customer experiences and making your investment in CRM Plus worthwhile at every step of the way. Please share your Zoho CRM Plus experience on social media by using #ZohoCX. We’re also available to chat in the comments below.

Feel free to let us know what you would like to see next as part of the platform.


9 Replies to Zoho CRM Plus turns 5!

  1. Congratulations for the great job. We love Zoho. Here are some ideas to improve the solution: - Add the possibility to generate mail merge documents (i.e. word/pdf) from blueprints; - Add the possibilty to hide default reports and dashboards for non admin-users; - Add the possibilty to create new groups in dashboard to facilitate navigation; - Add the possibility to search through attached files records; - Add Zoho Cliq inside the Zoho CRM Plus family (not only the bottom chat); - When a user is created, add the possibilty to set up default locale information (i.e. time format, etc.) Thanks in advance for that, Thomas

    1. Thank you, Jeff! It's because of motivation like this that we are able to do what we do. Thank you for staying around!

  2. Love what the Zoho team has done. Two items that would help with efficiency. 1. The ability to link incident tickets to a problem ticket and solve all incidents by Replying and closing the Problem ticket. So many times we have a bug or an issue that we create a Problem ticket and link it to a Jira item. Then every client call about that bug becomes an incident and is linked to the Jira Item that currently has a limit of 50 links. We have to manually reply and close all associated incident ticket one by one that the issue has been resolved and any over 50 we have to identify differently since we have a limit on Jira links. This is all very time consuming. One reply and close to send same reply to all associated incident tickets would be a huge time saver. 2. The ability to have multiple departments linked to one help center. We have several different departments that service the same Product. But, need to have and maintain a separate help centers with the same help files so agents can search and link help files directly from the ticket base on the ticket subject. Having this ability for multiple departments without having to create and maintain an exact replica of an existing help center would also save my teams a tremendous amount of time. Also tickets submitted from the help center and moved to a different department breaks the link and the user can no longer follow the ticket from the help center. Having multiple departments linked to one help center should help resolve this issue as well.

    1. Hello Scott, Thank you, these are great points! Point #1 is something we can solve. I will have our product expert reach out to you today to guide you forward. Point #2 is part of our product roadmap. We'll keep you posted on further updates. Thank you for staying around and being part of the Zoho family!

    1. Hello Tom! This is something that's part of our product roadmap. We'll keep you posted on further updates and will make sure you get to try it as soon as we're ready.

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