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Food & Pharma Specialties - Case Study

Food & pharma specialities was founded by our late president, Mr. BPS Puri. The company has been serving the industry for more than 35 years. fps is a professional organization that supplies state-of-the-art technology to the Pharmaceutical, Food, Cosmetic, Chemical and Technical Industries. The current CEO Mr. Damanjit Singh is the visionary leader and driving force behind (fps), a dynamic company dedicated to providing the best technology and service to its customers. Since taking the helm, Damanjit Singh has led the company through a period of remarkable growth by expanding into new markets, redefining customer experience and making it a brand well recognized in the Pharma Industry.

Industry

Food & Pharma

Application

Zoho CRM

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How Zoho CRM is useful for their business

Zoho Crm- Zoho CRM is, in fact, quite useful for a firm dealing in food and pharmaceuticals. The product automatically comes with a number of features that could help operations run smoothly, improve customer relations, optimize sales processes, and ensure compliance and reporting. Here is what benefits Zoho CRM could bring to such a business

Customer Relationship Management

    • Lead & Contact Management: Zoho CRM facilitates the capturing of leads, prospects, and interactions with pre-existing customers. It applies greatly to both food and pharma businesses, for they deal with multiple stakeholders- the distributors, retailers, healthcare professionals, and even the end customers.

    • Segmentation: Segmenting customers according to their purchase patterns, product preferences, and way of buying helps in personalizing communication and providing specialized products or services.

Sales Automation

    • Pipeline Management: Zoho CRM’s sales pipeline tools track all sales stages, forecast revenue, and ensure that no leads are dropped during the process. For a food and pharmaceutical business, the sale cycle may vary from urgent orders (e.g., medicines) to a long-term supply contract (e.g., bulk supplies of food). The CRM is capable of suiting this variability in the cycle as well.

    • Workflow Automation: Automate to help you do the routine tasks like the follow-up emails, assigning leads, or the generation of quotes to eliminate human errors and save time.

    • Approval Workflow: The approval process of a product in the pharma industry can be protracted and complicated. This may be completely automated by Zoho CRM when the approval is for new products, for quotations, or orders placed by customers.

Compliance and Regulatory Management (for Pharma)

    • Document Management: Maintenance of adequate storage of documents along with tracking of the required regulatory documents-compliance certification and inspection reports is possible within a pharmaceutical domain. The ultimate outcome would always reside in complete compliance with all the legal or regulatory standards laid down by any enterprise.

    • Audit Trails: The CRM should also be able to keep records of the audit trails of sensitive transactions concerning the specific pharmaceutical industries to ensure that they carry out the complete implementation of their GMP or FDA requirements.

Key Challenge

The issue of system-generated emails continuously filling up the inbox in Zoho CRM can be caused by several factors related to automated processes, notifications, or configurations within the CRM.

Evaluation of the problem:

The situation of emails being spammed in an inbox continuously by the system is a general problem that has been faced by Food and Pharma Specialities usually related to badly configured workflows, a barrage of email alerts, or even unwanted notifications. Food and Pharma Specialities were actually facing such an endless barrage of emails filling users’ inboxes so much that it impeded their operations efficiency. This, however, was found to be linked to several factors after investigation. First was the automatic workflow rules: nearly every form of action, such as updates in leads, completions of tasks, or even a slight change in the stages of a deal, triggered an email notification. Second, email alerts also keep triggering every time one makes a field change or updates a record. Finally, the notification preferences across user accounts are very broad, thus making all users receive notifications about actions irrelevant to their roles. The first task to stop the workflow automation rules to ensure email triggers are restricted to significant events happening. The volume of emails from the system had drastically reduced for notification purposes after such measures were put in place, so now only the most relevant alerts reached users, thus giving them a more streamlined, efficient CRM experience.

Result

After disabling unnecessary workflows and task notifications, the issue of continuous system-generated emails was resolved. By streamlining email triggers to only critical actions, the volume of emails significantly decreased, leading to a cleaner inbox. This allowed users to focus on more important tasks, improving productivity and overall user satisfaction.

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