Coldwell Banker Town and Country – Zoho CRM & Zoho One Migration Case Study
Industry: Real Estate, Property Management & Escrow |
Location: Inland Empire, Southern California |
Team Size: 200+ Agents, 26 Staff
Apps: Zoho CRM, Campaigns, Meetings, Social, Surveys, Cliq, Zoho One
Executive Summary
Coldwell Banker Town and Country is a leading real estate services company based in Southern California’s Inland Empire. With four offices, over 200 agents, and a full-time staff of 26 employees, the company supports real estate sales, escrow services, and property management operations.
For more than 20 years, Coldwell Banker Town and Country relied on GoldMine CRM to run its business. As their operations grew more complex and mobile-first, the leadership team partnered with Zenatta to migrate to Zoho CRM and ultimately Zoho One—modernizing their systems while preserving decades of deeply customized business logic.
The Challenge
Coldwell Banker Town and Country needed a modern, cloud-based CRM that could support their highly customized workflows while improving usability, mobility, and integration with daily tools. The migration effort required a complete reimagining of how their CRM functioned across multiple business units.
- Exporting a legacy GoldMine system containing over 600 custom fields and 100,000 records.
- Performing a full data cleanse—eliminating duplicates and segmenting records into ten distinct categories (leads, contacts, accounts, properties, and more).
- Redesigning 600 legacy custom fields into 250 optimized fields aligned with current operations.
- Migrating and rethinking 250 automated workflows.
- Preserving over 100 internal groups critical to daily business processes.
Why It Mattered
The CRM was the backbone of Coldwell Banker Town and Country’s sales, escrow, and property management divisions. Any migration failure would disrupt operations built over two decades. The new system needed to improve efficiency without sacrificing institutional knowledge or operational continuity.
The Zenatta Solution
Zenatta executed a structured, hands-on CRM migration and optimization project that balanced modernization with business continuity.
- Comprehensive CRM migration: The entire migration was completed in 60 days, including data export, cleansing, restructuring, and import into Zoho CRM.
- Deep discovery and collaboration: Zenatta spent over 40 hours in face-to-face working sessions with leadership and staff to fully understand business processes and ensure nothing mission-critical was lost.
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Expansion to Zoho One: After the CRM migration, the project expanded into a full Zoho One implementation. Zenatta helped replace:
- Marketing automation with Zoho Campaigns
- GoToMeeting with Zoho Meeting
- Hootsuite with Zoho Social
- SurveyMonkey with Zoho Survey
- Slack with Zoho Cliq
- Multi-division CRM rollout: The CRM was extended beyond sales to fully support escrow and property management divisions within a single unified platform.
- Mobile-first enablement: Agents adopted the Zoho Mobile CRM application, enabling productivity gains while working in the field.
Results
The final result was a streamlined, scalable CRM ecosystem that supports every part of Coldwell Banker Town and Country’s business. The new system increased productivity, improved communication across departments, and significantly reduced operational costs.
- Unified CRM supporting sales, escrow, and property management.
- Improved agent productivity through mobile CRM adoption.
- Estimated $20,000+ annual savings in hardware and software costs.
- Modern workflows replacing decades of legacy customization.
“We had real concerns that any solution could replace what we had built over 20 years of use and customization. But in the end, Zoho has proven to be a better solution across all aspects of our business.
– Lance Martin, Broker/Owner, Coldwell Banker Town and Country
Zoho has dramatically changed our business processes, increased productivity, and simply put, is the best technology purchase we have ever made.”
