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- Achieved record implementation time of 4 months through various third-party integrations and customizations
Brigade Plus, a subsidiary of Brigade Group that specializes in home interiors, embarked on a transformational journey by adopting Zoho CRM to reinvent its sales process and enhance customer experience. Within six months, Brigade Plus successfully streamlined its sales operations and streamlined the customer journey using Zoho CRM, an award-winning CRM trusted by over 2,50,000 businesses in 150 countries.
This partnership marks Brigade Plus’s major shift towards customer-centric innovation, helping to optimize the sales journey and deliver consistent and reliable customer service. Implementing Zoho CRM resulted in data-driven decisions and significant efficiencies in terms of time, effort, and money. As a result, it also leads to a significant spike in customer satisfaction and overall business growth.
Ponappa PM, Head of Brigade Plus, commented on the partnership: “Zoho CRM has helped us achieve a 4x ROI in just two years, enabling us to become one of the largest interior decoration full-service stores in the real estate industry. Zoho’s The 360-degree view allows us to deliver tremendous value and experience to our customers.”
“Brigade Plus and Zoho have pioneered customer centricity through operational excellence by combining technological innovation and strategy,” said Mani Vembu, Chief Operating Officer of Zoho Corp. “This partnership sets a new standard and reaffirms our commitment to user-friendliness. solution to achieve impactful business results with Zoho CRM.”
Challenges leading to transformation
Brigade Plus faced operational challenges from a complex technology stack entrenched in previously used legacy tools, which not only hindered its operational efficiency but also impacted strategic growth. Recognizing these limitations in its customer experience stack, Brigade Plus began looking for a strategic CRM platform to transform the employee experience and improve the quality of the customer experience.
After a thorough assessment of the vendor landscape, Brigade Plus selected Zoho CRM as its strategic platform of choice for customer experience transformation. Zoho CRM’s focus on usability for each user, mature integration capabilities, and comprehensive no-code and low-code customization naturally aligns with Brigade Plus’s expectations for customer experience and growth goals. By combining Zoho CRM with Zoho Creator, Brigade Plus creates a streamlined system that brings together customer context to provide a comprehensive view for better decision-making at all levels.
After a rapid discovery phase, Zoho’s cross-functional team took charge and executed the implementation, covering both Zoho and third-party integrations in a timeframe of just 4 months. The simplified and modular approach to engagement helps Zoho and Brigade Plus save time and effort while ensuring a seamless transition from existing systems to new Zoho CRM implementations.
The main advantage:
Integration with Zoho CRM unlocks a variety of transformative benefits with quantifiable results:
- Drive user adoption: The strategic shift from legacy applications to Zoho CRM focused on creating a user-friendly system, minimizing the learning curve and promoting widespread adoption, resulting in a commendable 100% adoption rate.
- Cost-benefit ratio: Brigade Plus has an impressive cost-benefit ratio of 1:4, with direct benefits of 70% and indirect benefits of 30%, meaning significant cost savings and improved operational efficiency.
- Seamless integration: Zoho CRM seamlessly integrates with various software systems, including SAP Cloud, Razorpay payment gateway, leading phone systems, team collaboration tools and customer support platforms to create a unified data ecosystem for customer-centric operations and simplified data manage.
- Operational efficiency: Each team tracked and saved more than 35 hours of daily tasks, resulting in significant time savings, with the design team saving an average of 4 hours per week creating reports and 36 hours per month creating sales reports.
- Insight-driven decisions: More than 40 interactive dashboards deliver actionable insights that reshape sales strategies and drive revenue generation, setting a new standard for data-informed decision-making.
- Comprehensive customization: Implementation was completed in just 4 months, involving complex customization and integration, ensuring agility and scalability. Modular design allows for flexible adaptation, emphasizing careful planning and relentless scalability.
future vision
Brigade Plus aims to completely transfer its business operations to Zoho, covering all aspects from quote generation and invoicing to collections and accounting. Their goal remains to provide a seamless customer journey at every stage of operations.
About the brigade
Brigade Group is one of India’s leading real estate developers with over three decades of expertise in creating positive experiences for all stakeholders. Founded in 1986, the company has developed many landmark buildings that have transformed the skylines of southern Indian cities, including Bengaluru, Mysore, Hyderabad, Chennai, Cochin and Thiruvananthapuram, with developments ranging from residential to commercial , retail, hospitality and education sectors. Since its inception, Brigade has completed more than 280 buildings and developed more than 83 million square feet across a diverse real estate portfolio.
Brigade Plus, which includes Brigade Plus Interiors and Brigade Plus Rentals, is at the forefront of innovative living solutions. Our modular interiors company is committed to excellence, crafting spaces that blend functionality with aesthetic appeal, and are tailored to suit individual tastes. Brigade Plus Rentals, on the other hand, specializes in providing a diverse portfolio of high-quality residential rental and resale properties. Our team of professionals utilizes extensive market knowledge and a client-centric approach to ensure unparalleled service. At Brigade Plus, we don’t just create space; we create space. We create experiences that resonate with modern lifestyles.
About Zoho
With more than 55 applications in nearly every major business category, Zoho Corporation is one of the world’s most prolific technology companies. Headquartered in Chennai, India, Zoho is a privately held company with more than 15,000 employees and is currently profitable. For more information, please visit: www.zoho.com
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