Nexivo uses Zoho Flow to streamline and enhance their customer experience

The company

Started by Ramakrishna Karolla in 2017, in Hyderabad, India, Nexivo is a leading Zoho Premium Partner. Their team of 50 offers end-to-end implementation services for all Zoho products, including Zoho Flow, Zoho One, and Zoho Creator. They also won Zoho Partner of the Year in 2023, for their exceptional work in the Indian market.

Automating storage management

As a Zoho Partner, Nexivo regularly connects with their clients and prospects over video calls. Nexivo keeps a record of all these calls, so that they can revisit them to get a better understanding of customer requirements and also share information with the required teams. They wanted an integration that could upload meeting records to Zoho WorkDrive upon conclusion.

With the help of Zoho Flow's webhook trigger, Nexivo was able to integrate Zoom with Zoho WorkDrive. Zoho Flow automates the uploading of Zoom meeting recordings to Zoho WorkDrive, ensuring timely and organized storage. This workflow helps them maintain their recordings efficiently, without any manual intervention. This automation also ensures they have an updated central repository of all their meetings. Additionally, this flow removes the recorded meeting in Zoom after finishing the upload to Zoho WorkDrive.

Streamlining customer interaction and engagement

Nexivo actively attends to multiple implementations at a time, while ensuring that they document each implementation's requirements correctly. Ramki realized that automating the documentation process was necessary for scaling up and providing a better customer experience. They needed a system in place that was robust in handling customer calls as well as in automation.

That's why he created a bot in Zoho Cliq, which could transcribe calls with the help of OpenAI's Whisper API. Then he integrated Exotel, using Zoho Flow's webhook trigger, with the Cliq bot. He then extended this integration by integrating with Zoho CRM. The bot automatically transcribes the recording of calls that end in Exotel and tags them to the respective customer or potential in their Zoho CRM, using a custom field. With this flow, they've not only automated the process of documentation but also streamlined their follow-up and task-assignment processes.

Customer-focused communication

For a company to offer exceptional customer service, their communication with their customers should be as seamless as communication between their internal teams. Ramki wanted to offer his clients easy access to his sales team without the need to share the salesperson's personal phone number. In the past, he worked with Exotel, and was exploring ways to create a unified communication channel using it.

With Zoho Flow's webhook trigger, he integrated Exotel with Zoho Cliq and WhatsApp. Now, when a customer gets on a call with a sales representative, a Cliq channel is automatically created, and they can engage with the customer from it. This channel helps in communicating with the customer via WhatsApp, without having to create a group there. This also ensures that they share the customer's personal data with the required team members, while maintaining a continuous medium for connecting with them.

By integrating Exotel, Zoho Cliq, and WhatsApp, the team can have a streamlined communication channel with their customers. This greatly benefits the sales team, as they can refocus their efforts on offering a better customer experience, rather than spending time on administrative tasks.

Benefits and ROI

"Zoho Flow has helped us revolutionize our customer interactions and experience. It helped us seamlessly streamline our business operations and processes, making them more efficient. Zoho Flow has ensured that we record every conversation and nurture every lead, thanks to its simplicity and powerful automation capabilities. It's the heartbeat of our customer engagement strategy."

Ramakrishna KarollaFounder and CEONexivo

Using Zoho Flow, Nexivo has ensured all their business functions work in sync. By integrating over 40 Zoho and third-party apps across 100+ flows, they've enhanced their internal and external collaborations and experience, resulting in their business operations and processes getting more efficient. These integrated solutions have helped them improve efficiency, enhance customer engagement, and streamline processes by eliminating manual work. The time saved is now reinvested in offering a better customer experience.

Looking forward

As Zoho's app portfolio keeps expanding, Nexivo aims to integrate with as many applications as possible, while continuing to work on projects for their clients.