Zoho Action Plan

This comprehensive action plan details the strategic implementation of Zoho One to enhance the operations of a dual-channel design firm catering to both government and commercial clients. It meticulously outlines the customer journey, from lead generation through Revit files and marketing channels to quote processing and order fulfillment. The plan emphasizes the integration of Zoho Books for efficient quote creation, delivery, and conversion to sales orders, along with streamlined payment processing and vendor management. Additionally, it covers data migration, integration with existing systems, and the setup of marketing automation to improve lead follow-through. The primary objective is to complete the Zoho Books setup by the start of the fiscal year, ensuring a scalable system to support the firm’s growth ambitions.

‍

Lead Generation and Initial Contact

• Architects/designers discover the client through Revit files on BIM Object platform
  
  • NOTES: Revit files are CAD software files that architects use to place products in building drawings/specifications
• Architects/designers find the client through current marketing channels (email blasts, social media, paper catalogs)
  
  • NOTES: Current email list contains approximately 5,000 contacts built over years from project inquiries
• Commercial furniture dealers (Steel Case, etc.) reach out to the client to team up on GSA projects for ancillary products
• Brockbank Consulting will set up lead capture forms and web-to-lead functionality in Zoho CRM

‍

Quote Request Receipt and Processing

• Customer sends quote request via email with PDF attachments containing specifications
  
  • NOTES: Quote requests typically contain 1-15 line items, usually no more than 10 items per quote
• The client will receive quote requests and create quotes in Quoter
• Brockbank Consulting will explore AI automation for Phase 2 to extract product information from PDF specifications
  
  • Brockbank Consulting can set up email-to-record functionality to automatically create quote requests from emails
• Zoho CRM will store quote attachments (specification sheets, drawings) linked to each quote record
  
  • Brockbank Consulting will train the client on how to do this via a loom video 

‍

Quote Creation and Delivery

• The client will create quotes in Quoter including product images and specification sheets
  
  • NOTES: Quotes can range from small orders to $300,000+ for government projects. Also the client will be adding products as they go.
• Brockbank Consulting will go into the client's Quoter account and will set up the out of box integration between Quoter and Zoho CRM (Quoter home page >> Settings >> Integrations >> Zoho >> Set up) 
  
  • Brockbank Consulting will integrate Zoho CRM quotes with Zoho Books sales orders
    
    • NOTE: use the Zoho CRM quote button script to convert to sales order 
• Brockbank Consulting will integrate Zoho CRM with Zoho Books using out of box integration 
• The client will send professionally branded quotes to customers via quoter 

‍

TDR Report

• Brockbank Consulting will assist the client in creating TDR Report in Zoho
  
  • NOTE: we will need to do a small discovery meeting to further detail out the work for this report

‍

Quote Approval and Purchase Order Processing

• Customer approves quote and sends purchase order to the client
• The client will convert approved quotes in Zoho CRM to sales orders in Zoho Books with one-click conversion (this will be a button on the Zoho CRM quote) 
• The client will attach customer purchase orders to Zoho Books sales order records for tracking
• Brockbank Consulting will configure sales order templates and numbering sequences
• Zoho will maintain audit trail of all changes made to orders including change log with user attribution
  
  • Brockbank Consulting will show the client how to use the log via loom video, Zoho CRM deal timeline (show’s interactions) 

‍

Payment Processing and Order Acknowledgment

• For New Commercial Customers: The client will create 50% deposit invoice before processing
• For Government/Existing Customers: No deposit required, proceed directly to order acknowledgment
• The client will send order acknowledgment emails with estimated ship dates (custom orders only)
  
  • NOTES: For existing customers and standard orders, order acknowledgment sent immediately upon order entry
  • Brockbank Consulting will show the client how to send out the order acknowledgement email through Zoho Books sales order either via email with a PDF template (sent currently through account edge where it’s currently labeled invoice which is an annoying misnomer) 
    
    • NOTE: let’s label it “Order Acknowledgement”
• Brockbank Consulting will set up ACH and credit card payment integration with invoices
• Zoho will automatically generate modern, professionally branded invoices with online payment options
• Brockbank Consulting can assist the client with integrating their bank with Zoho Books to see transaction data and more
  
  • NOTE: send the client section of Zoho Books masterclass going over bank connection 

‍

Vendor Purchase Order Creation and Management

• The client will convert sales orders to multiple purchase orders based on vendor requirements
  
  • NOTES: Single sales order may require multiple POs as products come from different vendors (fiberglass factory, metal suppliers, warehouse inventory)
• The client will send purchase orders to appropriate vendors via email through Zoho Books purchase orders module
• Vendors will respond with sales order acknowledgment numbers
• The client will update purchase orders in Zoho with vendor acknowledgment numbers for tracking
• Brockbank Consulting will configure PO templates and vendor-specific workflows
• Brockbank Consulting will set up automated PO generation with line item selection capabilities
• Phase 2 Enhancement: Brockbank Consulting will create automated vendor confirmation system
  
  • NOTE: Zoho will send automated reminders to the vendors (every other day) and will update the purchase order to “Processing” if they respond to the reminder with the word “Processing” (or something like this). If this isn’t feasible, then I suggest a form where the can click into, (prefill a hidden form with ID, then they can update the status of the purchase order).

‍

Order Fulfillment and Shipping Coordination

• Large Orders: Vendors will drop ship directly to customers
• Multiple Small Shipments: Products will ship to warehouse for consolidation before customer delivery
  
  • NOTES: Consolidation used to avoid spamming customers with multiple deliveries, especially for overseas or difficult military base deliveries
• The client will coordinate with vendors on shipping timelines through phone calls, emails, and meetings
• The client will work with new 3PL warehouse system using Excel spreadsheets for communication
  
  • NOTES: New warehouse uses 3PL system (name unknown, starts with “E”) - integration to be explored in Phase 2
• Brockbank Consulting will configure shipping and package tracking workflows
• Phase 2 Enhancement: Brockbank Consulting will explore integration with 3PL warehouse system

‍

Final Invoicing and Payment Collection

• New Commercial Customers: The client will create final 50% invoice before shipment
• Government/Existing Customers: The client will create full invoice after shipment (Net 30 terms)
• The client will track payments and mark orders complete in Zoho Books
• Brockbank Consulting will set up automated invoice generation based on shipping confirmations
• Zoho will send payment reminders and track aging reports
• Brockbank Consulting will set up Zoho Learn autopilot training system
• Brockbank Consulting will create SOPs for major configurations/setup and add them to Zoho Learn for internal training

‍

‍

Additional Requirements

‍

Data Migration and Setup

• The client will manually add approximately 130 main products to Zoho Books (500 total with variations/finishes)
  
  • NOTES: Existing AccountEdge data is 25+ years old and contains poor quality data, manual entry preferred for data cleansing
• Brockbank Consulting can take all AccountEdge data and migrate it to Zoho Analytics for the client (they will need to do full backup from AccountEdge) 
• Brockbank Consulting will set up product catalog with images, specifications, and pricing
• The client will continue adding items as new purchase orders come in during transition

‍

Marketing and CRM Setup

• Brockbank Consulting will configure Zoho Marketing Automation (preferred over Zoho Campaigns)
  
  • NOTES: Marketing Automation provides landing pages, web forms, and better CRM integration than Campaigns
• Brockbank Consulting will migrate existing Constant Contact email list (5,000 contacts) to Zoho Marketing Automation
• Brockbank Consulting will set up automated follow-up sequences for leads generated from BIM Object/Revit file downloads
• Phase 2: Brockbank Consulting will create executive dashboard showing customer journey flow and financial metrics

‍

Timeline and Priorities

• Phase 1 Goal: Complete Zoho Books setup by July 1st (fiscal year start) - considered success milestone
• Primary Focus: Finance/accounting system replacement (AccountEdge to Zoho Books)
• Secondary Focus: Basic CRM setup for lead follow-through improvement
  
  • NOTES: The client acknowledged they are “horrible with follow-through” on potential customers, especially commercial hospitality prospects

‍