Skip to product menu
close
  • Sales
    Press Space or Enter to display list of options
EXPLORE ALL PRODUCTS

Sales

 
CRM

Comprehensive CRM platform for customer-facing teams.

CRM
 
Bigin

Simple CRM for small businesses moving from spreadsheets.

Bigin
 
Forms

Build online forms for every business need.

Forms
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Sign

Digital signature app for businesses.

Sign
 
RouteIQ

Comprehensive sales map visualization and optimal route planning solution.

RouteIQ
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Suites
CRM Plus

Unified platform to deliver top-notch customer experience.

CRM Plus

Marketing

 
Social

All-in-one social media management software.

Social
 
Campaigns

Create, send, and track targeted email campaigns that drive sales.

Campaigns
 
Forms

Build online forms for every business need.

Forms
 
Survey

Design surveys to reach and interact with your audience.

Survey
 
Sites

Online website builder with extensive customisation options.

Sites
 
PageSense

Website conversion optimization and personalisation platform.

PageSense
 
Backstage

End-to-end event management software.

Backstage
 
Webinar

Webinar platform for webcasting online webinars.

Webinar
 
Marketing Automation

All-in-one marketing automation software.

Marketing Automation
 
LandingPage

Smart landing page builder to increase conversion rates

LandingPage
 
Publish

Manage all your local business listings on a single platform.

Publish
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Sign

Digital signature app for businesses.

Sign
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
LeadChain

Sync, manage, and convert leads across channels seamlessly.

LeadChain
 
NEW
CommunitySpaces

Online community platform for individuals and businesses to grow their network and brand.

CommunitySpaces
 
Suites
Marketing Plus

Unified marketing platform for marketing teams.

Marketing Plus

Commerce and POS

 
Commerce

eCommerce platform to manage and market your online store.

Commerce

Service

 
Desk

Helpdesk software to deliver great customer support.

Desk
 
Assist

Remote support and unattended remote access software.

Assist
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
FSM

End-to-end field service management platform for service businesses.

FSM
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Suites
Service Plus

Unified platform for customer service and support teams.

Service Plus

Finance

 
Books

Powerful accounting platform for growing businesses.

Books
 
FREE
Invoice

100% Free invoicing solution.

Invoice
 
Expense

Effortless expense reporting platform.

Expense
 
Inventory

Powerful stock management and inventory control software.

Inventory
 
Billing

End-to-end billing solution for your business.

Billing
 
Checkout

Collect payments online with custom branded pages.

Checkout
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Practice

Practice management software for accounting firms.

Practice
 
Sign

Digital signature app for businesses.

Sign
 
Commerce

eCommerce platform to manage and market your online store.

Commerce
 
Suites
Finance Plus

All-in-one suite to manage your operations and finances.

Finance Plus

Email and Collaboration

 
Mail

Secure email service for teams of all sizes.

Mail
 
Meeting

Online meeting software for all your video conferencing & webinar needs.

Meeting
 
Writer

Word processor for focused writing and discussions.

Writer
 
Sheet

Spreadsheet software for collaborative teams.

Sheet
 
Show

Create, edit, and share slides with a sleek presentation app.

Show
 
Notebook

Beautiful home for all your notes.

Notebook
 
Cliq

Stay in touch with teams no matter where you are.

Cliq
 
Connect

Employee experience platform to communicate, engage, and build positive employee relations.

Connect
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
TeamInbox

Shared inboxes for teams.

TeamInbox
 
WorkDrive

Online file management for teams.

WorkDrive
 
Sign

Digital signature app for businesses.

Sign
 
Office Suite

Powerful collaborative work platform for teams.

Office Suite
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
Calendar

Online business calendar to manage events and schedule appointments.

Calendar
 
Learn

Knowledge and learning management platform.

Learn
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
ToDo

Collaborative task management for individuals and teams.

ToDo
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
FREE
PDF Editor

Collaborative online PDF editing tool.

PDF Editor
 
Suites
Workplace

Application suite built to improve team productivity and collaboration.

Workplace

Human Resources

 
People

Organize, automate, and simplify your HR processes.

People
 
Recruit

Intuitive recruiting platform built to provide hiring solutions.

Recruit
 
Expense

Effortless expense reporting platform.

Expense
 
Workerly

Manage temporary staffing with an employee scheduling solution.

Workerly
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Shifts

Employee scheduling and time tracking app.

Shifts
 
Sign

Digital signature app for businesses.

Sign
 
Suites
People Plus

Comprehensive HR platform for seamless employee experiences.

People Plus

Security and IT Management

 
Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

Directory
 
FREE
OneAuth

Secure multi-factor authenticator (MFA) for all your online accounts.

OneAuth
 
Vault

Online password manager for teams.

Vault
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Toolkit

Complete resource for any admin-related lookup queries.

Toolkit
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
Assist

Remote support and unattended remote access software.

Assist
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA

BI and Analytics

 
Analytics

Modern self-service BI and analytics platform.

Analytics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep
 
NEW
IoT

Harnessing IoT analytics for real-time operational intelligence.

IoT

Project Management

 
Projects

Manage, track, and collaborate on projects with teams.

Projects
 
Sprints

Planning and tracking tool for scrum teams.

Sprints
 
BugTracker

Automatic bug tracking software for managing bugs.

BugTracker
 
Solo

The all-in-one toolkit for solopreneurs.

Solo

Developer Platforms

 
Creator

Build custom apps to simplify business processes.

Creator
 
Flow

Automate business workflows by creating smart integrations.

Flow
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA
 
NEW
Apptics

Application analytics for all apps.

Apptics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
NEW
IoT

Build, deploy, and scale IoT solutions for connected businesses.

IoT
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep

IoT

 
NEW
IoT

Low-code IoT platform and solutions for connected businesses.

IoT

Search Result

 
CRM Plus

Unified platform to deliver top-notch customer experience.

Try now
CRM Plus
 
Service Plus

Unified platform for customer service and support teams.

Try now
Service Plus
 
Finance Plus

All-in-one suite to manage your operations and finances.

Try now
Finance Plus
 
People Plus

Comprehensive HR platform for seamless employee experiences.

Try now
People Plus
 
Workplace

Application suite built to improve team productivity and collaboration.

Try now
Workplace
 
Marketing Plus

Unified marketing platform for marketing teams.

Try now
Marketing Plus
 
All-in-one suite

Zoho One

The Operating System for Business

Run your entire business on Zoho with our unified cloud software, designed to help you break down silos between departments and increase organizational efficiency.

TRY ZOHO ONE
Zoho One
Zoho Marketplace

With over 2000 ready-to-use extensions across 40+ categories, connect your favorite business tools with the Zoho products you already use.

EXPLORE MARKETPLACE
Marketplace
Skip to main content

Canadian Choice Windows & Doors adopts Zoho One to grow their business across Canada

The Company

Canadian Choice Windows and Doors Inc. is a leading manufacturer of windows in Canada. The company is family-owned and has been in business for over 30 years. It has offices across Canada. With over 3,000 reviews on Homestars and more than 100,000 satisfied customers the company is rated #1 in Ontario, Canada.

The company developed and introduced DraftLOCK to Canadian customers - the revolutionary technology in windows manufacturing. DraftLOCK windows outperform most of the windows sold today in durability and in energy efficiency.

A few years back the company management realized that they needed a single, purpose-built application for their operations management. So, they turned to DirectReach, a Zoho Partner in Canada, to design and implement a custom cloud-based CRM and ERP platform.

“ZOHO is a game changer for us. The expertise the DirectReach team provides allowed us to FINALLY enjoy an end-to-end solution that does everything we needed: CRM, Marketing Automation, Analytics, Inventory Management, and QuickBooks integration with our CRM.”

Simon Pozneris, President at Canadian Choice Windows & Doors

Key benefits:

  • 28% increase in revenue over the last 2 years
  • 37% drop in errors related to factory orders
  • 21% drop in the number of new service requests related to products or installations
  • Saving 1,800+ hours per year. Cost savings of up to $100,000/year from staff redeployment
  • 50% improvement in employee retention because of clear operational processes

The Challenge

Canadian Choice Windows & Doors were using Google Sheets to keep track of their customers, MailChimp for email marketing, Zapier for custom integrations, and QuickBooks for invoicing and financial management. This meant each department of the company became extremely siloed and records became difficult to manage. These are the main business challenges uncovered in 2019 during the discovery session:

  • Absence of consolidated customer database
  • Low conversion for appointments to closed/won deals. No visibility for leads (appointments) management
  • Disintegrated systems
  • Lack of operational processes. Inefficient team
    • - Manual commission calculations
    • - Absence of standardized processes
    • - No accountability. Lots of mistakes
    • - No automated emails/text messages and surveys
    • - Chaos in service department
  • Lack of reports/visibility into the company’s main business KPIs
  • No upsell or referral programs in place
  • Low customer satisfaction from window/door installations

The Solution

Managing the sales team of over 70 representatives spread out across Canada is no easy task, that’s why Canadian Choice Windows and Doors needed to standardize their operations so that each office delivered consistent and efficient client experiences.

Canadian Choice team started by creating a new blueprint (a process for the team to follow within the CRM) for the sales appointments (opportunities) in Zoho CRM. This was done in their custom Jobs module. Within the module, different user profiles were given access at pre- determined stages. This allowed their sales representatives to have control of an opportunity within the sales stage before transferring control to the production team. Providing a “step-by- step” client management process right within the CRM was key to winning the sales team. It streamlined the CRM usage process and increased the speed of adoption. DirectReach also helped the sales team with creating multiple ready-to-use sales email and SMS templates to make sure the customer follow ups are less exhausting for the sales team.

Using automation to minimize time spent

Canadian Choice Windows and Doors is currently leveraging over 10 applications available in Zoho One:

Zoho Campaigns and Zoho Bookings. The company is heavily invested in the paid media (e.g., Google AdWords, PPC, etc.) to drive new business. They are leveraging these two platforms for automating appointment scheduling and lead nurturing. The lead qualification process has been fully automated and standardized, and the company increased the lead to opportunity conversion by 25%.

Zoho Sign. This is an alternative to DocuSign from Zoho that comes with Zoho One license. The sales team has been leveraging it for quotes and contracts review and approval.

Zoho Analytics. You cannot operate your business if you don’t have visibility into your business performance. It’s not just about the revenue number on your dashboard - you need to have a more granular view of the performance across different departments. The Canadian Choice team worked with the DirectReach team to create individual dashboards, as well as the shared ones to monitor the key KPIs. Each employee has an individual role-based dashboard that gives them a clear idea about their performance. The marketing department has a set of reports that not only allows them to understand the performance of each marketing channel, but also give them a perspective on the cities they need to target. Each sales rep can see their closing ratio, commission numbers, and many other metrics right from their mobile device.

Zoho SalesIQ for online chat and Zoho Desk for managing consumer care related inquiries. Customer satisfaction and customer support resolution time are crucial elements of the business. The customer support team has been leveraging these two Zoho products that are integrated with the CRM to address any concerns of their customers, answer questions, as well as to get new business. If the customers are treated well, they come back to you with more business, as well as they refer new clients to you.

“From the beginning of our relationship DirectReach team has been a thoughtful, honest, and reliable partner. They were genuinely interested in our business and guided us through every step on the way to our company's first CRM. The implementation went very smoothly, and we plan to keep the team involved to help us maximize our use of Zoho One stack over time.”

Norman Verblonski, Vice President of Operations

Being a Zoho One customer, Canadian Choice get access to over 50 different applications, and many of these applications play a crucial role in the daily operations. The most important thing here is that all these applications are seamlessly integrated by DirectReach team with their CRM solution. This way, when any employee opens a customer record, they get a 360-degree view of the customer lifecycle – marketing campaigns engagement, calls received, emails sent, products purchased, any support or service requests created, etc.

Benefits and ROI

With the implementation of Zoho One, Canadian Choice finds it incredibly easy to understand where the business stands. Articulating important information quickly and clearly represents a huge advantage when it comes to making key decisions.

28% revenue growth in the last two years

The company was able to see Zoho One's impact within six months of Zoho One implementation for their business:

Standardized operational workflows. Improved employee productivity. Zoho One automates multiple aspects for a business by eliminating time-intensive, repetitive tasks, and reducing ad-hoc reporting with easy to create standardized reports.

Automated commission calculations for sales reps. This helped to relieve one headcount and provide a great motivational tool for the sales team to use in assessing daily performance.

Standard processes for leads (appointments) management across the sales team. This resulted in 12% increase in the appointments conversion.

QuickBooks integration resulted in eliminating the need for an additional human bookkeeping resource. Zoho automatically syncs the customers, estimates, deposit, and final customer invoices as well as the bills from vendors. This also helps the company eliminate errors related to manual data entry and transfers.

Automated follow up emails, text messages, and surveys - Tesla-like customer journeys for new leads and customers. CASL-compliant email campaigns.

Chat and FAQs for customer support.

Telephony platform (VoIP) integration with their CRM (when the customer calls the customer record opens on the agent’s screen).

Customer referral, upsell and cross-sell campaigns. These initiatives now contribute to 12% of the overall revenue.

Analytics. Dedicated dashboards:

  • Individual dashboards for the sales reps
  • Role-based dashboards(marketing,productordering,installations,service, finance, etc.)
  • Business KPIs

Another huge benefit has been employee retention. Each employee within the organization has clear KPIs for their roles, and there is a standard operational process for each role and this made a big difference when it comes to creating a positive work environment.

“DirectReach team has been a constant source of help and consistently available to us in creating, managing, and maintaining our CRM and other related apps. We have been extremely happy with the service their team has provided; they continue to expand our knowledge and capacity for Zoho apps, and we look forward to a long-term partnership with them.”

Simon Pozneris, President at Canadian Choice Windows & Doors

Next on the Roadmap:

Artificial Intelligence (AI). Now that most of the internal and external-facing processes are digitized on the Zoho One platform, DirectReach is set to help Canadian Choice automate even more of the day-to-day operation. We are currently working on implementing an AI powered resolution that aims to reduce the volume consumer inquires based on the extensive knowledge base the company-built overtime. No staff participation will be needed to answer common condensation and energy rating questions!

End-to-end online shopping experience. DirectReach had also started working on a workflow that would allow Canadian Choice customers to configure, compare and shop for windows and doors – online. This process will involve a customized WordPress website fully integrated with Zoho CRM and Zoho Inventory.