Applications In Use:   CRM, Data-Prep, Analytics

Emerald Cottages - Active Senior Communities Development 

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Executive Summary:

Emerald Cottages Group, LLC is a rapidly growing Active Senior Communities development and management company with a growing number of locations throughout Texas. To better manage their growth, they knew they needed to find a centralized sales, marketing and customer service tool for their distributed team. After surveying the market, they chose ZohoOne and the ZoHelpers group to help tailor and implement the ZohoOne System across their locations. Introduction: With their rapid growth and distributed teams working at Community sites across Texas, Emerald Cottages management was struggling to maintain a handle on lead generation, marketing management and customer service issues. Previously, each location managed their own lead tracking and lead conversion process… some paper-based and some with spreadsheets. As a result, on-going analysis & reporting on advertising and marketing effectiveness was becoming a growing concern. Additionally, Site Managers were having varied success with their methods of scheduling site tours, reporting on sales conversions with new residents and managing current resident customer service requests.

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The Business:

Headquartered in Dallas, TX, Emerald Cottages & Woodland Cottages is a premier independent senior living community developer, with 8 locations and growing throughout Texas. They offer luxury senior living that features socially rich maintenance-free living as well as assisted living, memory care, and skilled nursing.

The Challenge:

With multiple locations throughout Texas, each location was managing their prospective residents Lead data as best they could, without a centralized process for follow-up and track success on marketing programs.. As interest continues to grow in their Residential Communities, it became clear to management that a common sales and marketing System was needed to better manage their information.

Finding a Solution:

The Emerald Cottages Group General Manager started an Internet search, looking for potential Systems to meet their needs. He related that during his web search, he received a call from a colleague in another business, who after hearing what he was searching for, said “... look at Zoho, that’s what you need...”

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After further investigation of Zoho’s different subscriptions, he started a trial of the Zoho ONE subscription to see how it might fit into their business. Within a short period of time, it became clear that Zoho ONE’s sales tracking and marketing management tools, along with the Zoho pricing model, would fit their requirements.

It also became clear that they would require expert assistance in tailoring the System to their needs and helping with System roll-out and staff training. A search on the Zoho website, for a seasoned Zoho Partner, revealed the ZoHelpers group, based in Austin TX, would make for a good partnership to launch Zoho within their organization.

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Implementation and Results:

The ZoHelpers group was engaged to lead the Zoho One implementation. Within a week’s time, a Quick Start Implementation Kick-off Session was held, the CRM System was tailored to support the Lead profiling desired by the Emerald Cottages group, information from each location was gathered up and migrated into the new CRM System, User permissions and privileges were established, email templates were created, CRM User’s emails and calendars were connected to the CRM System and training was conducted.

Since System launch, sales staff at each of the locations have commented how much better they feel about their Lead tracking and follow-up process. The day-to-day Lead and Clientresident follow-up are tracked in Zoho CRM, assuring things don’t fall through the cracks.

What would you say publicly about Zoho:

The General manager states: “We've seen the Zoho One applications have a tremendous impact on our growing business, with better organization of our sales and customer service processes. And ZoHelpers has been an invaluable partner tailoring Zoho to our two businesses. Their guidance and on-going support is helping us grow both of our businesses quicker, easier and more efficiently. It's amazing... we’re basing how we grow and what we do around the System. With Zoho CRM, Sales IQ, and email integration, our business has doubled year after year.”

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ZoHelpers Partner Bio:

Headquarters in Austin, TX, with offices foot-printed across the United States, ZoHelpers, LLC is one of Zoho Corp's most advanced and trusted implementation Partners. Positioned to support clients throughout North America, they are focused on serving small to mid-tier growth organizations (2 – 250 users). Having conducted hundreds of successful Zoho deployments over the years, ZoHelpers can assure success when following their "Quick Start" CRM implementation process. Areas where they can be of assistance include: start-from-scratch Zoho CRM implementation, Zoho One implementation, business process/workflow optimization, marketing automation/drip marketing launch, Zoho Books implementation, Zoho Desk/helpdesk optimization, Zoho training, on-site team training and custom Zoho Creator development.

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