How Excellence Driving improved lead response time by 500% with Zoho One
- INDUSTRY Education
- Key Apps Zoho One: CRM, Desk, Social, Analytics
"I would recommend Zoho to other businesses as well because it would definitely address their pain areas. It's scalable, cost-effective, and easily accessible. It's the best solution they can have in their organization."
The Company
Excellence Driving, is a UAE-based driving school that focuses on helping students obtain their driver's license through experiential learning. They provide simulations and real-world scenarios to train their students on driving regulations and handling any situation on the road, giving them the confidence they need to get behind the wheel.
They offer separate licenses for automatic and manual vehicles, along with a special license training program for international students. Students with a foreign driving license can get a reduction in their classes after undergoing a pre-evaluation test.
For a premium experience, the school also offers a VIP driving license program that features training with high-end luxury vehicles.
Excellence Driving believes in innovation and embraces forward-thinking approaches through its simulated driving course program. To them, it's not just about providing a license—it's about providing an immersive driving experience for their students.
The Challenge
Before adopting Zoho One, Excellence Driving relied heavily on manual processes for lead management and customer support. It was a cumbersome process that led to delayed responses by sales and support teams, resulting in a high lead response time of 10 to 12 hours.
They also struggled to handle customer problems and inquiries efficiently as they didn't have a proper ticket generation process. To handle an inquiry, support agents needed to maintain manual records of each customer so they could access all their previous conversations.
All these challenges prompted them to look for a solution that would streamline their processes, reduce their lead response time, and speed up their business. They also needed an efficient customer service platform to handle support tickets.
The solution
Alchemist Technologies, a Dubai-based Zoho Partner, introduced Excellence Driving to Zoho One after thoroughly analyzing its business requirements. Together, they implemented solutions using Zoho One's suite of apps.
Streamlined lead management
The first step toward improving their processes was to reduce their lead response time and maintain records of leads, prospects, and customers effectively.
Zoho CRM, an application that helps scale sales by engaging prospects, helped Excellence Driving streamline its processes by automatically collating leads from their website and social media platforms and assigning them to sales agents. This enabled the sales team to contact leads faster, reducing their lead response time from ten to just two hours.
Resolved customer issues
Zoho Desk helped them handle customer inquiries and resolve customer issues. When a customer sent an email to the support team, Zoho Desk automatically converted it into a help ticket, and an agent was assigned to resolve the issue. Desk gave them insights about when the ticket was raised and closed, which helped them stay organized and keep everything in order.
Personalized analytics dashboards
Excellence Driving's management considered Zoho Analytics to be their favorite tool. Each member had access to their own dashboard to view and analyze data from their perspective. This helped them find actionable insights, identify trends, and make informed, data-driven decisions.
Benefits and ROI
After switching to Zoho One, Excellence Driving significantly reduced its need for manual interventions and streamlined its processes. Their lead response time became five times faster, reducing their initial response time by 80%. Faster response times translated into higher conversion rates, leading to increased revenue and improved customer satisfaction.