Relay Inc. uses Zoho Flow to streamline critical operations and keep customer churn under 1%

About the company

Relay Inc. is a B2B company based in North Carolina, USA. They manufacture and sell vital safety devices, including panic buttons and cellular walkie-talkies, for large stadiums, hospitality, construction, and other industries. Their solutions facilitate seamless communication between frontline workers. Beyond hardware, they also provide software and user training to ensure customers utilize their devices efficiently.

Streamlining training and learning management

Relay Inc. doesn't just sell equipment; they ensure their clients master it. That's why user training, managed through TrainerCentral, is crucial. With diverse equipment and service tiers, users often require different training paths.

Problem: They required repeated manual intervention when handling training and reporting.

Solution:Using Zoho Flow, they integrated TrainerCentral and Zoho CRM. One key flow automatically sends TrainerCentral invites to the complete employee list (provided by their customer) as soon as a deal is marked "won" in Zoho CRM.

They also built a flow that will create a new contact in Zoho CRM for every accepted training invite in TrainerCentral, linking it directly to the partner account. This enables them to effortlessly track each account's training journey and progress. They also run calculations on this data to derive an overall customer health score. Transparent and detailed reports on training progress, along with an action plan, are shared with the customer.

Overall, they've built five flows integrating TrainerCentral and Zoho CRM. These flows ensure accurate data recording and mapping, giving both Relay Inc. and its customers deeper insights into training efficacy. This streamlined approach has been instrumental in cultivating stronger relationships and deeper trust with their customers.

Apps integrated: TrainerCentral and Zoho CRM

"Integrating TrainerCentral and Zoho CRM, using Zoho Flow, has streamlined our customer training process by helping us track and report their training progress. We've developed a deeper relationship with our customers and they now have stronger confidence in our solutions."

Sean Rivers,Platform Evangelist,Relay Inc.

Enhancing internal communication

Problem: As the company grew, a new and unexpected challenge emerged: managing internal announcements. With an increasing volume of messages, important updates quickly vanished in their Slack channel, severely hindering internal communication effectiveness. Simply restricting who could post proved insufficient.

Solution: They addressed this by creating a customized space in Notion. Now employees submit announcement requests there. This submission triggers a Zoho Flow workflow, which sends the request to a designated reviewer in Slack. Following approval, Zoho Flow automatically posts the message to the company's main Slack channel or another relevant channel.

Apps integrated: Notion and Slack

"Zoho Flow helped us streamline our internal announcements and communication. This has resulted in an open rate of over 75%, up from 30%."

Sean Rivers,Platform Evangelist,Relay Inc.

Automating lead management

Anyone looking to explore their offering can book a free demo from the Relay Inc. website. They use Calendly for leads to book demos and Zoho CRM to track their progress. After a demo, the lead is nurtured based on their specific requirements.

Problem: Manually managing each lead's journey often resulted in lost opportunities and a lack of deeper insights into their engagement cycle.

Solution: Using Zoho Flow, they integrated Calendly and Zoho CRM. Now, when someone books a demo in Calendly, the flow instantly checks Zoho CRM for an existing lead. If found, it fetches the details; otherwise, it creates a new lead. The flow then associates the meeting with the respective lead record. Based on the meeting's outcome, Zoho Flow automatically schedules follow-up calls and categorizes the lead for appropriate nurturing. The flow also meticulously tracks lead progress, conversion details, call cancellation reasons, and rescheduling dates. This ensures all necessary lead details are consolidated in one place.

Apps integrated: Calendly and Zoho CRM

"By integrating Calendly and Zoho CRM using Zoho Flow, we have an in-depth understanding of each lead and their journey with us. This helps us categorize them better and create a customized nurturing plan for them."

Sean Rivers,Platform Evangelist,Relay Inc.

Benefits and ROI

"Zoho Flow is the glue that holds a lot of our business pieces together. It's essential for managing our growth while maintaining the company's agility. We have specific workflows built in Zoho Flow that have a direct impact on customer retention, proving pivotal in keeping our churn rate under 1%."

Sean Rivers,Platform Evangelist,Relay Inc.

Relay Inc. has been using Zoho Flow since adopting Zoho One, building over 200 flows using multiple applications, like Google Calendar, Google Sheets, Klaviyo, Zoho WorkDrive, Jira, Zoho Directory, and Zoho Forms.

Automating manual work and streamlining workflows has enabled them to remain lean and agile. This efficiency has been crucial in supporting their significant growth, from 30 customers in 2021 to a projected 5,000+ customers by the end of 2025, all without a proportionate increase in operational overhead.

Moving forward

Relay Inc. is constantly identifying processes that can be automated and revising the existing ones to make them more efficient by incorporating new features Zoho Flow releases.