The RTA Store is a leading online retailer that specializes in ready-to-assemble kitchen cabinets and other home improvement products, catering to homeowners and contractors across the U.S. To improve their internal processes and customer management, The RTA Store partnered with ZillTech to design and implement a customized Zoho CRM system, integrating data collection, eCommerce synchronization, and third-party service integrations to streamline their operations.
The Challenge
The RTA Store faced operational inefficiencies in managing customer data and orders from various platforms. Their existing workflow lacked integration between their eCommerce store, customer inquiry forms, and shipping partners. Managing these processes manually led to delays, errors, and inefficiencies that affected both customer experience and internal productivity. The need for a centralized CRM system to automate data collection, order management, and communication was critical to maintaining smooth operations and providing timely service.
What did
Zilltech do
ZillTech developed a customize CRM solution for The RTA Store using Zoho CRM, addressing their specific business needs. The project began with integrating data collection from Wufoo forms directly into Zoho CRM. This enabled the automatic capture of customer inquiries and order details, streamlining their lead management process.
Additionally, ZillTech synchronized The RTA Store’s Magento eCommerce platform with Zoho CRM, ensuring that all customer data and order information from the online store were automatically updated in the CRM system. This eliminated manual data entry and reduced errors.
To further enhance operational efficiency, ZillTech implemented client scripting within Zoho CRM. This functionality prefills fields with relevant information when creating a new record in one module based on data from another module, saving time and minimizing the risk of errors during data entry.
The RTA Store also required seamless integration with GlobalTranz, their third-party shipping provider. ZillTech utilized Zoho Deluge scripting to fetch accurate shipping rates for sales orders in real time, providing quick access to logistics information during the sales process.
Custom workflows were created within Zoho CRM to automate communication. This included custom functions that sent personalized emails to customers using specific email templates, ensuring that all required recipients received the correct information based on the progress of their order or inquiry.
The Results
The new CRM system has significantly improved The RTA Store’s operational efficiency. Data collection, order management, and shipping rate calculations are now fully automated, reducing manual workload and errors. The seamless integration between Magento and Zoho CRM has allowed for better order tracking and faster processing times.
The automation of email communication has improved the customer experience by ensuring timely and accurate responses, reducing the need for manual follow-ups. The custom workflows have also allowed The RTA Store to maintain consistent communication with their customers at every stage of the sales process.
