Syncify uses Zoho Flow to streamline its data management process

About the company

Syncify is a Swedish online marketplace that provides app integrations for businesses looking to automate their processes. Since 2016, it has been offering ready-to-use connectors for various finance, CRM, e-signature, and ERP systems at an affordable cost.

Streamlining logs, data, and alert management

The movement of data from one system to another comes with significant challenges. Someone can manually monitor the movement of a handful of data, but it's impossible to monitor the movement of huge volumes using the same approach. One error is capable of causing restless days and sleepless nights for a company and its employees.

Syncify's customers constantly move data from one system to another, and this happens for multiple accounts across multiple systems. Each system comes with its own set of challenges that could obstruct the movement of data. The reasons range from a data type mismatch to the servers of the service being down.

To ensure the movement of data is as smooth as possible, the CEO of Syncify, Mattias Johansson, realized that they need a setup that would not only collect the right logs but also manage them and give deeper insights. Syncify already used Zoho Creator to store, manage and get insights from their logs and data—such as what data has synced or encountered an error, how many times it tried to re-sync the data, the cause for the failure, and how long the customer faced issues. However, they needed a platform that would help them connect the data source in Amazon Web Services with DataDog and Zoho Creator.

Syncify found its ideal platform in Zoho Flow. Now, when a service or sync faces an issue, Zoho Flow records the issue in Zoho Creator based on rules created in DataDog.

This has helped the company both understand the issues in detail and develop the steps to troubleshoot them. Looking at the success of this integration, Syncify extended it by automating the process of informing the customer about the error and sending the steps to troubleshoot. This information goes to the customer's Zoho Creator portal and email inbox. As a result, Syncify has streamlined its logs and data management and enhanced its customer experience.

As the company's customers and third-party services continued to grow, the teams at Syncify wanted a system that could provide a more comprehensive understanding of alerts, especially when a service is down. Each service sends a detailed alert email when its service is down, and Syncify wanted to use these emails to get a deeper understanding. The solution here was in Zoho Flow's Email Trigger feature. This trigger flow makes it so that when teams receive an alert email from a service, the key details are extracted and pushed to Zoho Creator. There, a dashboard helps them understand and monitor the alerts in real time.

Automating subscription management

Zoho Flow has also played a critical role in Syncify's subscription management operations. Johansson understood the challenges involved in effectively managing subscriptions early on, and he wanted to develop a system that would automate the company's entire subscription management process while offering customers a positive experience. The system he envisioned would help customers handle subscription needs on their own.

Syncify already collected customer billing information through Zoho Forms, and then used Zoho Billing to activate and manage subscriptions; Zoho Flow's role was to connect these two apps. When a user submits their information through Zoho Forms, it automatically generates a subscription in Zoho Billings. This flow also creates a project in Zoho Projects when a customer upgrades their subscription. As a result, customers can easily upgrade, downgrade, or cancel their subscription, and it's all automated using Zoho Flow.

Syncify also created an integration between Zoho CRM, Zoho Books, and its payment gateway using Zoho Flow's Webhook Trigger feature. Now, when a payment is successful, unsuccessful, or canceled, the flow updates the customer's record in Zoho CRM and Zoho Books. With the help of these flows, the entire subscription management process is automated.

Creating an effective lead management system

A good customer experience helps increase revenue, but a good lead-nurturing experience helps a business scale. More often than not, companies are not able to sustain due to poor lead nurturing. Johansson didn't want Syncify to be one of those companies and set out to offer a comprehensive nurturing experience to leads.

Zoho Flow came in handy here as well. A lead either gets in touch with the company by filling out a web form, sending an email, or connecting over a call; Syncify then records the details of each lead, along with the source, in Zoho CRM. The flow goes between Zoho Forms, Zoho CRM, Zoho Projects, Zoho Desk, and Zoho Creator. After the initial contact, the sales representative fills out a form in Zoho Forms. Based on the nurturing required, the flow creates a project in Zoho Projects for the product team or in Zoho Desk for the support team. The flow then updates the lead's record in Zoho CRM and creates a record of their requirements in Zoho Creator. This results in an effective lead-nurturing system.

Benefits and ROI

"We are very pleased with Zoho, especially Zoho Flow. Zoho Flow has helped us break down data silos and ensured our teams work together seamlessly. It has streamlined our processes and systems, resulting in around an 80% reduction in our tickets and escalations. We didn’t need to hire a developer, as Zoho Flow is highly user-friendly and easy to use."

Mattias JohanssonCEOSyncify

Syncify uses multiple Zoho and third-party applications for various internal processes, including Gmail, Microsoft Teams, Zoho Analytics, Zoho Billing, Zoho Bookings, Zoho Books, Zoho Creator, Zoho CRM, Zoho Desk, Zoho Expense, Zoho Forms, Zoho People, Zoho Projects, Zoho SalesIQ, and Zoho Sprints. Several of these systems communicate with each other through Zoho Flow, which streamlines workflows and enhances collaboration across teams.

By eliminating data silos, Syncify has been able to build strong relationships between teams and ease cooperation efforts across the organization. With the right data now reaching the required applications, the company has also reduced clutter. There has been around 80% reduction in tickets and escalations, as Syncify is now better informed about vital situations.

Looking forward

Syncify is exploring Zoho Marketing Automation and Zoho Contracts with the intent to add them to its existing apps list. Now, when Syncify teams evaluate a new app for a business use case, they also evaluate how they can use it with Zoho Flow to further streamline and automate their processes.