Plenti uses Zoho to transform how Australians borrow and invest

The company

Plenti is an innovative lender based in Australia that's dedicated to providing fairer, faster, and more convenient loans to customers. Operating across three main verticals—automotive, renewable energy, and personal loans —Plenti supports individuals seeking finances for significant personal endeavours, such as debt consolidation, home improvements, and eco-friendly technology. Plenti has helped more than 27,000 investors earn strong, stable returns by investing in loans to creditworthy Australians.

They've won more than 30 awards for their outstanding loan products, and have been recognised in the Deloitte Technology Fast50, Deloitte Asia Pacific Technology Fast 500, AFR Fast 100, and the FT High-Growth Companies Asia Pacific. Plenti has been listed on the ASX since September 2020. 

The challenge

As Plenti rapidly expanded, it became clear that they needed an advanced customer relationship management (CRM) system to manage complex customer workflows, sales activities, and marketing efforts. The company's existing systems couldn't scale with Plenti's growth nor provide the necessary automation and integration capabilities to streamline operations and enhance customer experience.

The solution

After exploring various CRM options like HubSpot and Salesforce, Plenti chose Zoho CRM for its deep integration capabilities, flexibility, and agility. Zoho CRM now enables Plenti to automate numerous processes and ensure a smooth flow of information and actions across different departments. Key features and implementations include:

• Customer onboarding and tracking: The integration with Plenti's platform enables automatic customer record creation and updates so they can maintain a comprehensive, accessible customer history throughout their life cycle.
• Workflow automation: Automated workflows and rules facilitate efficient document processing and application reviews, significantly reducing manual intervention and processing time.
• Data privacy and security: Zoho CRM's robust privacy controls ensure compliance with regulatory requirements and safeguard sensitive customer information.
• Team collaboration: Different teams can only access information relevant to their roles, which enhances security and operational efficiency. Seamless handoffs between teams improve the overall customer experience.
• Comprehensive customer records: A unified customer record with all communications, interactions, and notes, provides complete visibility, and enables better decision-making and personalised service.
• Operational efficiency: Automation such as blueprints and scoring rules streamline operations, allowing for quick adjustments and better scalability.