Okaya Case Study

Case Study
For
Okaya ORD Towers, India
1
ORD Towers works on “Build & Lease” model and they hold one of the top notch real
estate properties in India. They deliver all platinum green lead certified building in the most
efficient cost possible in the industry. With advancement in technology and increasing
Institutional work culture there is a huge demand and scope of required workspaces. ORD
Towers are dedicated towards bridging that gap between IT Sector and Real Estate Sector.
They create truly amazing workspaces, combined with hospitality.
They have their offices at 8 locations across in India, with their base location at:
Okaya Center
B-5, Sector 62
Noida 201309
UP. India
They didn’t had proper and streamlined process for managing their leads and interacting
with them. One of their biggest challenge was that they were unable to track projects for
new and existing buildings. And for customers there was no way to reach out to the
management and share their feedback or request new complaints.
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We proposed them various zoho products to manage their workforce and individual work
items on day to day basis. Zoho products that we recommended,
● Zoho CRM
● Zoho Projects
● Zoho Docs
● Zoho Analytics
● Zoho Desk
Using the Zoho products they were able to track and manage,
● Track Leads
● Distribute Leads
● Manage Lead Qualification
● Manage Brokers
● Send Customer Agreements Digitally
● Customer Portal for raising their complaints
● Managing Customer Invoice
Enquiry Automation
First of all the leads that are captured through various channels will be captured into the
system. Direct integration between various channels and CRM will facilitate in easey flow of
data under one roof.
Lead Assignment:
Lead can be assigned on the basis of various factors like , location, product type , no of
leads that a sales agent currently owns e.t.c.
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Lead Follow up:

The first follow up is referred as first touch base with the prospective buyer. This may
include but not limited to ,
1. Welcome Email
2. Call
3. Product Offering
4. Welcome SMS
The simple schematic below defines the process of prospect journey
Lead Conversions & Performance Metrics
Once you have the enquiry inside the system you have to follow up with the lead to get the
conversions so as to acquire new business out of it . Here is the typical dashboard showing
the lead information
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Lead Generated from various channels
Lead distribution by status

5
Leads Assigned to each team for follow up & conversions
Leads converted by each owner

6
Lead Qualification
The qualified lead is stated by only one parameter which is “Site Visit”. If the customer
comes for site visit that is the only indicator for lead being qualified or not. We will create a
module with name Bookings which will track all the stages for prospect. Say for e.g.
1. Site Visit
2. Area proposed
3. Quotation sent
4. Quotation Accepted
5. Agreement Sent
6. Closed Won
Please refer to the schematic given below of lead qualification and its stage tracking in
system
Sales Pipeline
The sales pipeline will give the following metrics for organisation,
1. Revenue by week, month or any financial quarter

2. Sales by each salesperson
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3. Lead across various source

4. Sales in various stages
Please refer to some sample data space reports below,
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Post Sales Cycle

Once the sales has been closed the system takes care of,
● Customer complaints and resolution
● Customer Agreements
● Customer feedback
● Customer Invoice and Billing
● Project Management task automation like , sharing office design, approvals e.t.c.
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Customer Agreements
Once sales has been closed customer will have “start date” & end date” for his rental
tenure. This is captured in bookings module and shared with legal team for further
procession of agreements.
Digitally signed templates and signature process are automated using,
1. Zoho Sign
The agreements can be hidden and stored securely by configuring CRM Security settings
with following configurations for various roles and profiles in organisation hierarchy, (this is
applicable to all CRM modules as well)
1. Create Permission
2. Read only permission
3. Read & Write permission
4. Full Access with Read, Write & Delete permission
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Customer Complaints & Resolution
Customer complaints are handled using Zoho Desk. Where the tickets can be created using
various channels like,
1. Emails
2. Mobile App
3. Website
4. Direct Call
11
Customer Feedback
Customer feedback can be recorded into the system from time to time using Zoho survey.
Customer Invoice and Billing

Customer invoice and billing can be maintained using zoho books & invoice. The system
will automatically send the recurring invoice month on month for customer to pay online.
The system automatically updates the invoice information from “Pending” to “Paid” once it
is being paid by customer
Project Management
Once the sales is closed there are set of tasks that has to be taken care of by Ops team
before the customer is onboarded. All such tasks can me managed and tracked inside Zoho
Projects.
Following features are available with Zoho projects,
● Task Management and Time Tracking
● Project Reports (Gantt Charts)
● Project Calendar & Meetings
● Online Project Chat
● Bug Tracking Software
● Google Apps Integration
● Project Wiki (Intranet)
● Document Management
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● Dropbox Integration
● Hourly Tasks and Sub tasks
● Github Integration
● Iphone App
● eMail Collaboration
Tracking of project progress can be measured from CRM itself so that everything is
collaborated with zero redundancy and at one place,
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We came up with unique design philosophy to design the Zoho architecture for our new
and existing customers at zero cost. This facilitates the customer to understand the
process flow before the actual development process starts. Hence the organisation
punchline "Driven By Values" stands out in the crowd.
Contact us today with your problem statement and we will be happy to help you!
Mail Us
zoho@easytocheck.com
Call Us
India: +919899 277 932 USA: +1415 830 6245
Contact Us
Noida One IT Park, Tower C, 312, Block B, Sec 62

Noida (National Capital Region) , India

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Case Study

Lead Follow up:

The simple schematic below defines the process of prospect journey

Lead Conversions & Performance Metrics

Lead Generated from various channels

Lead distribution by status

Leads Assigned to each team for follow up & conversions

Leads converted by each owner

1. Revenue by week, month or any financial quarter

3. Lead across various source

Post Sales Cycle

Digitally signed templates and signature process are automated using,

Customer Complaints & Resolution

Customer Invoice and Billing

Noida One IT Park, Tower C, 312, Block B, Sec 62

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