Caller Experience Company Transforms Customer and Equipment Tracking with Zoho CRM

Prosound is a consulting company providing turnkey systems for transforming the customer caller experience. Prosound’s services include writing and recording automated phone messages, and ensuring the installation works according to a company’s system specifications. CEO and founder Chester Hull summarizes Prosound’s approach with the following three questions: “Why are your callers reaching out to you, what are they expecting, and how can we make that experience better.”

The Challenge

The team at Prosound faced an intimidating task: they needed to transfer thousands of records worth of contact information from their current database into a cloud-based CRM solution. They were also looking to extend their database capabilities to include mobile options. , "We wanted to restructure the way we interact with customers to take advantage of mobile integration so customer information could be accessed and edited wherever we went," said Chester. Prosound needed a CRM solution that could quickly import contacts and easy-to-use mobile features without incurring substantial cost.

Their selection criteria for their CRM solution included the following:

• Low cost barrier to entry – With the myriad of CRM solutions available, we did not want to end up spending a lot of money on a CRM solution that didn’t fit our needs.
• Affordability – With the myriad of CRM solutions available, Prosound did not want to end up spending a lot of money on a CRM solution that didn’t fit their needs.
• Mobile Integration – Prosound performs a large number of field visits and needs to access customer information on-the-go.
• Flexibility – Customer equipment tracking requirements constantly change for Prosound, so they needed a CRM solution that allowed them to easily customize and change the tracking fields.