Allen

Zoho CRM Review and Optimization for SaaS Company

Legal Services • Freelance

Jan 2025 - Feb 2025 • 1 mo

This legal technology company had already implemented Zoho CRM internally, but the system had grown complicated enough that the team was avoiding it in favor of side spreadsheets, which defeated the purpose of having a CRM at all. Sales, onboarding, and client management all lived in the same CRM but with inconsistent structure between them. I reviewed the existing CRM structure end to end, including modules, fields, and layouts, and simplified areas that had become overbuilt without clear purpose. I restructured fields to properly support the full lifecycle from sales through onboarding to ongoing client management, implemented light automations to remove repetitive manual steps, and improved the underlying data structure so reporting and visibility actually reflected reality. Throughout, I advised on what was worth changing versus what should stay as is, rather than simply executing every requested change. Result: the client reported the sales and operations team returning to using the CRM daily instead of side spreadsheets within the first two weeks post delivery. Reporting accuracy improved enough that leadership began using CRM data directly in team meetings rather than requesting manual exports, and the client engaged me for ongoing light support afterward.

Custom Dashboard and Automation for Service Marketplace

Home Service Business Coach • Freelance

Sep 2024 - Dec 2024 • 3 mos

This home services marketplace connected customers to service providers but had no reliable way to measure booking volume, provider performance, or completion rates, making it difficult to identify underperforming providers or forecast demand. The engagement started as a single dashboard request and expanded into a multi phase project as reporting gaps became clearer. I built custom reporting in Zoho Analytics to track booking volume, provider performance, and completion rates in one place, replacing manual spreadsheet compilation. I then built automations in Zoho CRM to automatically route new bookings to the correct provider category and trigger status updates through the booking lifecycle, removing a manual dispatch step that had been a bottleneck. The project was run in phases with regular check ins, adjusting scope as the client's reporting priorities evolved based on what the first dashboard revealed. Result: the client was able to identify underperforming provider categories within the first reporting cycle, something that previously took weeks of manual data pulling. Automated booking routing reduced manual dispatch handling significantly, and the phased approach meant the client only paid for scope they actually needed rather than a large upfront build.

Zoho One Setup for Multi Location Business

HEALTH NIB • Freelance

Jun 2024 - Aug 2024 • 2 mos

This business operated across multiple physical locations with each location tracking client intake, service history, invoicing, and staff scheduling differently, some on paper, some in disconnected apps. Leadership had no consolidated view of performance across locations and struggled to standardize how new locations were onboarded. I implemented Zoho One as the shared backbone across all locations, connecting Zoho CRM for client intake and service history, Zoho Books for location level invoicing, and Zoho People for staff scheduling and basic HR records. I structured the cross app data model so client and staff information stayed consistent rather than duplicated per location, and audited each location's existing process to determine what to standardize versus what needed to stay location specific. Result: leadership gained a single dashboard view across all locations for the first time, replacing what had been a manual monthly compilation process. Onboarding a new location dropped from roughly two weeks of ad hoc setup to a documented, repeatable process using the templates I built. I delivered an audit style summary highlighting which existing workflows to keep and which needed to be rebuilt, giving the client a clear roadmap beyond the initial engagement.