How a Legal Publishing Company Enhanced Subscription Services with Zoho CRM and Zoho Forms
Discover how a legal publishing company transformed its subscription management using Zoho CRM and Zoho Forms, integrating with Xero, Stripe, and TekReader for seamless operations and enhanced customer satisfaction.
Overview
A publishing company specialising in succession law resources aimed to improve their subscription management process by automating workflows and enhancing customer experience. Previously, the manual handling of subscriptions and invoicing led to inefficiencies and errors across multiple systems. With the implementation of Zoho Forms and Zoho CRM, integrated with Xero, Stripe, PayPal, and TekReader, the company streamlined operations, resulting in increased efficiency and customer satisfaction.
Executive Summary
This Australian-based publishing company has become a respected name in legal publishing, providing comprehensive resources on succession law to legal professionals and institutions. With a focus on quality content, the company has expanded its reach through digital platforms, serving an expanding client base. Committed to empowering the legal community, they modernised their subscription management process to ensure a seamless experience for subscribers. Integrating Zoho applications with existing platforms allowed the company to automate workflows, reduce manual tasks, and improve the subscriber experience.
Problem Statement and Key Challenges
The manual processes in place presented several challenges:
- Inefficient Subscription Management: Manual data entry for each new subscription was time-consuming and error-prone.
- Fragmented Systems: Managing subscriptions, invoicing, and payments across separate platforms led to inconsistencies and delays.
- Limited Scalability: The existing setup hindered the ability to efficiently handle an increasing number of subscribers.
Problem Evaluation
Reliance on manual processes and disconnected systems affected operational efficiency and customer satisfaction. There was a clear need for an integrated solution to automate subscription workflows, synchronise data, and enhance the overall user experience.
Proposed Solutions
The solution involved implementing Zoho Forms and Zoho CRM with integrations to:
- Zoho Forms: Embedded on the website to collect subscription information from new customers.
- Zoho CRM: Configured for managing customer records and tracking subscription statuses.
- Integrations:
- Xero: For automated invoicing and financial management.
- Stripe and PayPal: Offering flexible payment options for customers.
- TekReader: To provide subscribers with access to digital content upon successful payment.
Implementations
The integration process involved:
- Form Integration: Zoho Forms captured subscription details, automatically creating customer records in Zoho CRM.
- Automated Invoicing: Upon form submission, invoices were generated in Xero, linked to customer profiles.
- Payment Processing: Customers could select Stripe or PayPal for payments, with transactions recorded in Xero.
- Access Provisioning: Successful payments triggered automatic access to TekReader, enabling immediate use of subscribed services.
- Renewal Automation: The system scheduled renewal invoices 12 months after the initial subscription, streamlining the renewal process.
Related solutions:
Related solutions:
External Integrations:
External Integrations:
Results
The integration led to significant improvements:
- Operational Efficiency: Automation reduced manual tasks, minimising errors and saving time.
- Enhanced Customer Experience: Subscribers received timely invoices and immediate access to services upon payment.
- Accurate Tracking: Real-time synchronisation ensured up-to-date records of payment statuses and subscriptions.
Conclusion
By adopting Zoho and integrating it with existing platforms, the publishing company transformed its subscription management, streamlining operations and enhancing customer satisfaction. This strategic move positioned them to manage growth effectively while continuing to deliver high-quality services to subscribers.
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