Services and certification: centralizing sales and marketing in one ecosystem

Summary

The integrated Zoho ecosystem became DEKRA Polska’s central sales and marketing platform. Connecting CRM with Forms, Campaigns, Survey, Reports, and SalesIQ streamlined lead management and enabled more informed sales decisions.

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Challenge

A fragmented customer database and the lack of a central CRM system made it difficult to organize the sales team’s work. Leads from multiple forms were sent to different places, complicating handling and requiring manual data entry. Marketing maintained a separate, outdated database, while sales lacked full visibility into marketing activities and customer responses. The company wanted to expand cross-sell sales across multiple regional managers and specialized services.

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Solution

• Implementation of Zoho CRM as the central system for managing the sales journey and customer relationships.
• Use of Zoho Forms to create forms and automatically pass data into CRM, with lead assignment to the appropriate staff.
• Integration of Zoho CRM with Zoho SalesIQ, Zoho Reports, Zoho Campaigns, Zoho Creator, and Zoho Survey for traffic monitoring, reporting, and campaigns.
• Automation of the new lead handling process from form submission through contact, quotation, and order, including integration with an external quotation system.

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Results

• Significant time savings for employees and improved efficiency of the sales department.
• A refined customer handling process covering the full cycle from first contact to order.
• Automatic CRM enrichment with data from multiple sources improved lead control and eliminated manual data entry.
• Integration with the quotation system enabled quick access to a customer’s quotation history without switching between systems.

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