We are an internet service provider in Canada looking to streamline our order management process to go paperless and allow for multiple users to work on, update and assign orders to different users within the organization. We've been led to understand that there is enough customization within Zoho CRM to meet our needs.
What we are looking for:
6 to 8 different order forms to be incorporated into various Wordpress site pages so that the customer order appears in the admin dashboard. These forms contain some conditional logic and one order may be for as many as 3 different products (internet, phone & IPTV). A sample can be viewed here: [login to view URL]
This data would feed into the Zoho dashboard as a New order, including all the information input by the form including the specific products ordered. All fields must be editable by an admin only (not user) to correct any errors or changes made by the customer. Each order would have various statuses (New, Assigned, Ordered, Pending Install, Completed etc.), to track the orders' status at any given time. If an order is assigned to a different user, it will immediately appear in their dashboard so it can be actioned by a rep ASAP. Likewise if it's sent back again. They can also be set for a 'future follow up' any period of time out so that the order will show up on the assigned users dashboard on that chosen date.
A big part of each order will be a checklist of items that need to be completed or just recorded throughout the process. Different tasks with checkboxes that can be ticked off as something is completed, and perhaps moved to the bottom so that there is a clear picture of what has been done and what still needs to be done to complete the order. Examples would be Payment Type (with a dropdown menu of choices), whether a PAD form has been sent to the customer, whether it's been received, if the first invoice has been created and paid, whether recurring invoicing has been set up etc.
Customer contact: We would want to be able to email the customer a confirmation of their install date which would pull information from the order such as the package, the address for installation, the date of installation. The confirmation email would be based on the product that was ordered, and would email the customer from our domain email. We would also want the ability to email customers forms we've uploaded, and if possible any replies to these emails to come back within the order account. We can provide a dedicated email address for this purpose.
The main goal is that nothing gets missed or falls through the cracks and is easily trackable by multiple users. Feel free to PM me if you have any follow up questions on this project.