Ciel Ingenio para la Vida achieves digital transformation with Zoho CRM Plus

About Ciel Ingenio para la Vida

Ciel Ingenio para la Vida is a Colombian company focused on the design and creation of solutions for customer service and digital communication processes, which transform organizations and the experience of their users in different markets.

Founded in 1983, Ciel offers services in software and hardware design and development, digital content and intelligent communication, and consulting, among others, which has allowed them to become market leaders, expand their operations internationally, and respond to the needs of the changing current environment.

The challenge: A tech company looking to empower their processes

Ciel uses a range of channels for lead capturing such as chat, email, phone, and webforms. Before they started using Zoho, most of their channel and lead management was done manually. Ciel used spreadsheets to store information on each lead, assign it to a sales executive, and follow up during the customer's life cycle with the company.

This process, besides being very time consuming for the employees responsible for each channel, did not allow for a clear view of the customer experience and made it difficult to use their data for marketing purposes. To address these issues, Ciel embarked on a search for a solution that fulfilled three main needs: task automatization, information centralization, and a clear view of their customers and prospects. Zoho CRM Plus was the perfect platform to help them in their transformation.

"It all started with an evaluation process of various vendors; we had a great challenge: the organization of our customers' information, our sales team management, and incorporating marketing tools into that process. The result of the evaluation was that Zoho was the solution that best addressed all our needs."Lucia Acosta, Marketing Director, Ciel Ingenio para la Vida.

The solution: Zoho CRM Plus, the perfect tool to integrate their information

Zoho CRM Plus allowed Ciel Ingenio para la Vida to revolutionize their whole digital structure. Thanks to Zoho's integrated environment and the implementation of the apps by OpenSky Consultores, Zoho Authorized Partners, the company was able to achieve the centralization of their customer and analytics data as well as the unification of their processes into a single platform. They have also been able to develop better KPIs for each of their departments. With a single customer database which can be accessed by all teams, Ciel now has a 360-degree view of each of their accounts and fresh insights for each of the phases in their customer journey.

"We had different tools to achieve our processes, but we didn't have any integration, so it was hard to follow up on the results. Zoho changed that."Lucía Acosta, Marketing Director, Ciel Ingenio para la Vida.

Native integration between the apps allowed the teams to focus on the customer. Now, a sales rep can assign tasks for a specific customer in Zoho CRM, and the marketing department can send that same customer relevant campaigns using Zoho Campaigns to look for cross-sell or upsell opportunities, because all that information is saved in a single registry, so both teams can access it.

Additionally, the team at Ciel Ingenio para la Vida can now monitor all their lead capture channels through the tools in Zoho CRM Plus. Ciel has benefited greatly from Zoho CRM, which helps them capture, assign, and follow up on prospects and customers. They have also used the automation tools in Zoho CRM to improve the team's response speed and save time on repetitive tasks with automation.

The marketing department now monitors and manages their social channels through Zoho Social, saving time by publishing simultaneously on multiple networks with a single click. With Zoho SalesIQ, they have optimized the process of lead capture, upgrading from manual processing to an automatized process using a smart chatbot that guides their customers and leads them to the correct department, synchronizing their data immediately with CRM. SalesIQ also allows them to observe visitor behavior on their website, giving them valuable insights into parameters like frequency, duration, and overall experience that they didn't have before.

"It's amazing to have so many essential features in a single platform, it allows us to see the complete life cycle of our customers, automate processes, and save time."Tatiana Rozo, Marketing Coordinator, Ciel Ingenio para la Vida.

The integration between Zoho SalesIQ and Zoho Desk helps the Ciel team to redirect support queries directly from the chatbot on their website to the correct department so they can provide a quick response and either offer an efficient solution from their Knowledge Base, which is configured right within the tool, or redirect the customer to an agent for personal support.

With the help of Zoho CRM Plus, Ciel Ingenio para la Vida has achieved the implementation of new qualification filters for prospects, new, more relevant KPIs to assess the performance of their marketing campaigns, automatization of their lead qualification and assignment process in the sales department, and improved traceability of the overall customer experience.

"For us, as a marketing team, it's wonderful to have complete traceability of our leads' life cycle with the company, from capture to conversion into customer, and then take that information again and use it create more campaigns and continue that loyalty generation process. Zoho adapts perfectly to every stage in the process."Lucía Acosta, Marketing Director, Ciel Ingenio para la Vida.