MindNation, a mental health care company sees 60% ROI using Zoho CRM.

About MindNation

Established in the year 2019 with the vision of providing accessible mental health care, MindNation is one of the pioneer mental health care systems for teams and organizations in Asia, the Middle East, Europe, and Latin America. It's an innovative, million-dollar mental health and well-being organization that has grown globally as a trusted partner for organizations and communities alike. MindNation provides mental health care services such as teletherapy consultations with psychologists and well-being coaches, company culture drives (talks and workshops), and access to valuable resources, analytics, and insights that companies need to improve their organization's overall mental well-being. MindNation proudly promotes the concept of happier and healthier employees and helps managers and leaders to be much more perceptive about how employees feel.

During the pandemic—when the world was in turmoil—MindNation was building a solution that they believed would help society eradicate the social stigma attached to mental health. "Before the pandemic, mental health was not something a lot of companies would talk about," says Daph Bájàs, Sales Director at MindNation. "For them, it was something very abstract. They would see mental health as something they could discuss or look into, but not as a priority." The pandemic was a pivotal point for MindNation: an opportunity to reach out to companies and provide assistance to their employees, to ensure the mental well-being of employees and enhance their performance overall.

Why Zoho CRM

When Bájàs joined MindNation, he was sure he would need a customer relationship management (CRM) tool to sell the idea of mental wellness, and that's how the hunt for a CRM platform began. He had already used Zoho CRM and Hubspot in his previous companies, and since MindNation required a tool that was reasonably priced and scalable, he decided on Zoho CRM.

"While Hubspot had great marketing functionalities," Bájàs says, "Zoho CRM had an edge because it had better sales functionalities, provides the scope of scalability, has AI-powered Zia, amazing customer support materials, and is much more affordable in terms of cost of license per person. This is how I was sold."

Challenges

Alignment throughout the sales process

Since Zoho CRM was the first CRM MindNation ever implemented, it was used to define the whole sales process. The company required that the CRM automatically capture leads generated from various marketing campaigns, populate them within the CRM, and assign them to the business development team. They also needed the CRM to provide them with intelligent sales signals to help the business development team sell more effectively. CRM also had to be a source of historical records of communications with prospects to avoid dependencies on individuals who move on from the company.

Assisting management

As MindNation was in the early stage of business, it was paramount to keep track of the sales activities happening across different sales teams. As sales director, Bájàs wanted to be on top of all pending and ongoing activities, the volume of business generated each month, and a continuous improvement in the sales process guided by Zoho's AI tool, Zia.

"I'm a person who doesn't like different excel files and documents. I prefer one source of data," Bájàs says. "This is why I chose Zoho. Reports and dashboards help me find all the information I need in one place and with one click. Zia helps me sell smartly, and reminders and automation make my sales team's tasks much easier."

Solution

Unified data collection

MindNation generates leads from various marketing campaigns, which are tightly integrated with Zoho CRM. This integration enables the CRM to capture all leads and populate them within the Leads tab automatically. Leads then get assigned to the business development team to initiate the follow-up process.

Orchestrate the sales process using workflow automation and blueprints

The sales team at MindNation is divided into three groups: business development, territory management, and customer support. The sales process starts with the business development team, who reaches out to leads to pitch, enquire about their requests, and schedule meetings to help them further. Once the request is closed by the BD team, the leads move to the next segment of the sales pipeline and get assigned to the territory management team. TM handles all the financial aspects and helps them with the price quotes and contracts. This segment of the sales pipeline decides whether the lead will move to the next segment or not. If the lead is closed won, it moves to the next segment—customer support. The customer support team helps customer onboarding, assisting them with various plans and offerings available within MindNation and nurturing them to make full use of these services. The whole sales process is framed using Zoho CRM's blueprints and workflow automation features, which help maintain uniformity and avoid any confusion within the teams.

Centralized data

Zoho CRM has helped the different sales teams at MindNation avoid working in silos and stay updated about developments happening across teams. Every member who contacts a lead is required to update the note section with the communication details. This has helped the team maintain a central repository of all customer data to avoid dependencies on individuals. Zoho CRM is also integrated with Slack, which helps teams push notifications about certain deals to the groups of people who are directly working on it.

SalesInbox facilitates intelligent email communication using

MindNation is a big fan of SalesInbox, which has helped the sales team stay on top of important deals and pour intelligent insights into their emails. Bájàs makes sure his sales team uses only SalesInbox to communicate with prospects and customers. He believes this helps them track employee email communications in case they depart from the company. Constant follow-up reminders from SalesInbox also help the team to avoid missing any important follow-ups. "It's important to understand which email templates are working the best and have the highest open rate," Bájàs says. "It helps the team tweak the email templates accordingly to increase the open rate, which is only possible because of SalesInbox."

AI backed insights using Zia

Artificial intelligence tool Zia is one of the greatest aids for the sales team at MindNation. It boosts the team's productivity by providing smart suggestions regarding the best times and days of the week to contact each customer and connect with them while they're available. "The best time to contact feature has greatly helped the team sell smartly," Bájàs says. "It helps them understand what's the best time to send an email to the customer and when it's more likely to be opened. This helps us be more strategic."

Mobile application ensures the team never miss any customer communication

Every member of the sales team uses Zoho CRM's mobile application. Its reminder notifications have empowered them to be on top of all their tasks and to avoid missing any important activities while they're away from their desks. MindNation has been in business for over two years now, and they're proud of their sales process. They believe their efficient sales process has helped them reach their customers from anywhere and never miss any follow-ups.

Bird's eye view by reports and dashboards

The management at MindNation was very keen to have a single view of all the important activities happening across teams. Zoho CRM's reports and dashboards have helped management keep track of metrics like total number of deals in the pipeline, the number of deals closed per month, pending and ongoing activities of every sales representative, business conditions, expected deal sizes, and expected finances each month. It has enabled management to stay up to date and make data-driven decisions at their sales operations meetings.

"One thing which we definitely need for our sales operation meeting is dashboards and reports," Bájàs says "We need it to keep track of where we stand financially and how we can optimize our sales process to perform better."