- Industry: Health, Wellness and Fitness
- Area of Expertise: Custom Apps Development
Background
This project was undertaken with a long term client in the Healthcare space. A crucial aspect of their work, as medical providers, involved taking calls and recording them using Zoho Voice. Access to these call recordings and voicemails were crucial for their front desk. However, with the native Zoho Voice System, only admins had access to these recordings. This limitation forced our client to pay for additional administrator accounts, just to give employees access to the recordings.
Solutions
CRM
We leveraged the native integration between Zoho Voice and the Calls module in Zoho CRM. This integration automatically creates a record each time a call is made.
Creator
We used a custom Zoho Creator app to automate the process of checking for new calls at regular intervals.
Catalyst
When a new CRM record is created, it triggers a Zoho Catalyst event listener. This event listener works with the Creator App to regularly check for new records. Once a new record is found, it retrieves the corresponding call recordings from Zoho Voice. Following this, the event listener uploads them to Zoho WorkDrive.
Workdrive
We configured Zoho WorkDrive to automatically store the files, including renaming and organizing them into folders. The CRM call records are then updated with the WorkDrive file locations, making it easy for all employees to access the recordings.
Desk
Our client uses Zoho Desk in order to manage tasks associated with missed calls that come in, ensuring that those calls are returned. The native integration with Desk lacked detail and functionality, so we designed a custom Desk solution that linked the voice recordings in CRM to the created tickets, and embedded the transcripts of messages received.
Outcomes
- Reduced monthly recurring Zoho Voice bill from $800 to $120 by implementing this solution
- Created easily accessible records for all employees across multiple platforms
- Used custom apps to seamlessly automate processes across Zoho Apps, resulting in a highly effective system
At Nimbis, our team excels at pinpointing the right components of the Zoho suite to craft effective solutions. Despite the complexity of this system, it operates seamlessly, allowing our client to access necessary resources while saving hundreds of dollars each month.
Assets
