Executive Summary
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.
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.
Implementation
ZillTech developed a customized Zoho CRM solution for The RTA Store to address their unique business needs. The project began by integrating Wufoo forms into Zoho CRM, enabling automatic capture of customer inquiries and order details, streamlining their lead management. They then synchronized Magento eCommerce data with Zoho CRM, ensuring all customer and order data was updated automatically, eliminating manual entry errors.
To further enhance efficiency, ZillTech implemented client scripting within Zoho CRM to prefill fields when creating new records, reducing errors and saving time. Additionally, Zoho Deluge scripting was used to integrate with GlobalTranz, allowing real-time shipping rate retrieval for sales orders, improving logistics management. Custom workflows automated communication with customers, sending personalized emails based on order progress, ensuring accurate and timely updates.
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.
