The Challenge

CC3 had used Zoho CRM for several years, but their CRM structure and reporting were not keeping up with the complexity of their work. The team needed better ways to manage multiple vendors and product lines per customer while tracking implementations accurately. In addition, they needed stronger sales dashboards, a replacement for Zoho Motivator, a modern customer-facing ticketing system to replace Zendesk, and a more structured project management process beyond spreadsheets.

“Zenatta was the bridge between a great software and how to actually use the product to its full potential given your business needs.” – Mike Mundy, President of Operations, CC3 Solutions

Why It Mattered

CC3 manages complex sales cycles and large customer projects that often include multiple vendors, products, and implementation steps. Therefore, clean data and consistent workflows were essential for accurate forecasting, compensation, and delivery tracking. Additionally, leadership needed clearer dashboards at every level of the business, while support teams needed a scalable ticketing model to handle high-volume customer work.

The Zenatta Solution

Zenatta worked with CC3 to optimize the foundation of their Zoho One system, then layered in automation and reporting to support sales, finance, and support teams. The engagement focused on CRM cleanup and module redesign, Zoho Analytics dashboards, and Zoho Desk improvements for internal and external support workflows.

• Zoho CRM – Module cleanup and redesign: Performed a major cleanup of the Leads module to reduce unneeded fields and improve data consistency. Additionally, Zenatta built scheduled automation to redistribute stale leads across the sales team so leads stayed active and evenly assigned.
• Zoho CRM – Extended Services tracking: Built an Extended Services module to track a separate type of deal outside the standard Deals pipeline. This helped CC3 separate processes while still maintaining consistent reporting across revenue streams.
• Zoho Analytics – Reporting for every level: Built dashboards for sales reps, managers, and corporate leadership so teams could see targets and performance by department and seller. Additionally, Zenatta created SQL-based reporting that merged Deals and Extended Services into one table for easier finance and deal reporting.
• Zoho Analytics – Reconciliation support: Created a dedicated Analytics space to compare external commission and billing data sets against CRM deal data. As a result, CC3 could audit third-party numbers more easily and confirm accuracy.
• Zoho Desk – Internal and customer-facing support processes: Built an internal support requests workflow so sales and support teams could raise and manage deal-related issues in a standardized pipeline. Additionally, Zenatta helped implement a Zoho Desk department for a larger customer that required a support form routed through a customer-facing ticketing system.

“Zenatta not only shows you how to drive, but they’re your pit crew, and the reason you win the race.” – Mike Mundy, President of Operations, CC3 Solutions

Results

With Zenatta’s improvements in place, CC3 gained a cleaner CRM foundation, stronger reporting across departments, and a more scalable support structure. As a result, teams could operate with better visibility and less friction across sales, finance, and customer support.

• Improved CRM data quality and consistency through module redesign and automation.
• Delivered dashboards and SQL reporting that supported sales, management, and corporate reporting needs.
• Implemented Zoho Desk processes to standardize internal support workflows and enable customer-facing ticketing.

“Because of the implementations done by Zenatta, the Zoho products are all simple to use, integrate, have better user interfaces than the leading companies in similar industries. However, they are a software company (Zoho) without dedicated account managers and ability to support customers from an understanding of business industries and application. Zenatta was the bridge between a great software and how to actually use the product to its full potential given your business needs. A simple analogy is – it’s like being a race car driver with a Ferrari, but having to race with a bicycle because you don’t know how to drive. Zenatta not only shows you how to drive, but they’re your pit crew, and the reason you win the race.

In regards how Zenatta has impacted our business – you can’t put a number on it. We’ve worked with other consultants and Zenatta’s understanding of business industries, your vision, and how to implement is second to none. They’re responsive, actually understand your company, bring ideas to the table, take your vision and enhance it with Zoho products.”

– Mike Mundy, President of Operations, CC3 Solutions