Alliance Medical

• Lead & Customer Management: No centralised system to capture, maintain, validate, and track lead and customer information, resulting in duplicate records and manual follow-ups.
• Sales Process: Lead qualification, demos/site visits, quotations, negotiations, PO, order validation, and deal follow-ups were managed manually without a structured process.
• Quotation & Approval: Discount approvals required multiple levels of authorization and proper tracking.
• Customer Service: Service tickets were managed through email, Excel, and tally sheets, making assignment, SLA monitoring, escalation, and closure difficult.
• Field Service: On-site service coordination, work orders, appointments, engineer activities, service reports, photos, and notes required a centralised tracking process.
• Billing & Contracts: Billing, payments, contracts, equipment, PM, CM, and OEM claims were maintained across separate processes and systems, limiting overall visibility.
• Management Reporting: Management lacked centralised visibility across sales, service, contracts, maintenance, payments, and customer activities.
• Employee Information: Unify Technologies lacked a centralised database for maintaining and managing employee information.

• Implemented Zoho CRM as a centralised platform for capturing and managing leads from Direct Visit, Call, Reference, and Campaign sources.
• Configured mandatory customer and lead fields with mobile/email validation and duplicate checking to maintain accurate data.
• Established structured Lead Qualification, nurturing, follow-up, and conversion processes with automated Deal creation and tasks.
• Configured a stage-wise Deal Pipeline from Lead Qualified through Demo/Site Visit, Quotation, Negotiation, PO, Order Validation, Closed-Won, Closed-Lost, and On Hold.
• Implemented quotation and multi-level discount approval, including mandatory justification and payment-related information for higher discounts.
• Automated Sales Order creation through Zoho Books/Inventory after Closed-Won and connected the process to subsequent installation/service activities.
• Implemented Zoho Desk for centralised customer service ticket management, including ticket creation, assignment, reassignment, closure, and reopened-ticket handling.
• Configured service-specific SLA policies and escalation workflows based on ticket type, priority, response time, and resolution requirements.
• Integrated Zoho Desk with Zoho FSM to create service requests and manage Work Orders, Service Appointments, engineer assignments, and field activities.
• Enabled engineers to perform service activities through the Zoho FSM mobile application, including job updates, service notes, photos, and geolocation capture.
• Configured service reports, billing, invoices, and payment updates as part of the field-service closure process.
• Centralized Contract, Equipment, Warranty, PM, CM, recurring billing, payment, and OEM claim information across the relevant Zoho processes.
• Implemented Zoho Analytics for centralised reporting across sales, service, contracts, maintenance, payments, and customer activities.
• Established an integrated CRM → Desk → FSM → Books/Inventory → Analytics process, reducing dependency on Excel, tally sheets, and disconnected systems.
• To address the challenges faced by Unify Technologies, Zoho People was recommended to centralise employee information and streamline employee management processes.

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1. Zoho CRM

• Centralized Lead and Customer Management with validation, duplicate checking, assignment, nurturing, and conversion.
• Configured Sales and Rental Deal Pipelines covering qualification, demo/site visit, quotation, negotiation, PO, order validation, and closure.
• Implemented Quotation & Discount Approvals with multi-level approval based on discount percentage.
• Managed Contracts, Installed Equipment, OEM Proposals, PM, CM, and Recurring Billing within CRM.

2. Zoho Desk

• Centralized customer service ticket management with creation, assignment, SLA tracking, escalation, and closure.
• Configured service-specific SLA and escalation workflows based on ticket type and priority.

3. Zoho FSM

• Integrated Zoho Desk with FSM for service requests, work orders, appointments, and engineer assignments.
• Enabled mobile-based field execution with service notes, photos, geolocation, service reports, and billing updates.

4. Reporting & Analytics

• Defined reporting requirements across Sales, Service, FSM, Contracts, Equipment, PM, CM, and Payments.
• A separate Zoho Analytics configuration was not documented in the signed-off source.

5. Zoho People

• Centralized employee management, including organization setup, onboarding, employee self-service, leave management, file management, and employee exit processes.

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