The Challenge

Select Communications struggled to get reliable insight from their data. They needed stronger customization, analytics, and workflows. Reports and dashboards were difficult to build and maintain. Ticketing processes lacked structure, and data quality issues slowed decision-making. At the same time, a complex telecom commission model demanded accurate calculations across many providers, products, and regions.

“We struggled with customization, analytics and workflows. We needed help building reports dashboards and ticketing processes. We also needed help keeping our data clean.” – Jason Price, COO, Select Communications

Why It Mattered

The brokerage model at Select Communications depends on precision. Every deal touches multiple systems, providers, and people. If commissions are off, or if ticket data is incomplete, confidence drops quickly. Sales leaders also needed clear dashboards to steer marketing spend, track churn, and see which vendors and campaigns were truly driving revenue. As volume grew, it became impossible to scale with manual checks, scattered spreadsheets, and ad-hoc reports.

To stay lean and profitable, Select Communications needed an integrated Zoho environment that could centralize commissions, automate routine work, surface reliable analytics, and now, leverage AI to give reps better context on every lead.

The Zenatta Solution

Zenatta worked with Select Communications in ongoing phases, starting with commission visibility and ticket workflows, then expanding into analytics, automation, and AI lead enrichment. Together they turned Zoho into a single, trusted source of truth for sales, support, and finance.

• Commission System & Revenue Analytics: Inside Zoho CRM and Analytics, Zenatta built and refined commission calculators that mirror the client’s complex brokerage rules. These tools compare expected commissions with actual payments so one person can audit thousands of financial lines. Over time, Zenatta cleaned up duplicate commission records, adjusted queries to avoid double counting, and created detailed variance and churn reports that leaders use to spot gaps quickly.
• Zoho Desk Workflows & SLA Visibility: For support operations, Zenatta implemented Zoho Desk with custom SLAs focused on inaction, not just activity. Using Zoho Flow and Desk automation, tickets now trigger alerts and comments when they sit too long, while views and categories stay in sync with Zoho Analytics. When a key Desk view was deleted and syncs failed, Zenatta rebuilt the view, repaired integrations, and restored accurate “Accounts in Implementation” reporting.
• CRM Automation, Data Quality & Forms: To keep pipelines moving, Zenatta automated tasks during deal stage changes, added mass-assignment tools for Accounts and Deals, and introduced new CRM fields such as “Vendor for Reporting” to standardize analytics. They restored accidentally deleted leads, removed duplicate tickets, and tuned Discovery and Zoho Forms workflows so structured notes flow into CRM in a consistent, easy-to-read format. Custom buttons on Leads and Deals now launch forms that feed rich text notes back into Zoho.
• AI Lead Enrichment with Seamless.AI & OpenAI: In a major recent phase, Zenatta designed and built an AI lead enrichment pipeline. When a new lead is created, Zoho CRM calls Seamless.AI to fetch contact and company data, then passes key fields and prompts to OpenAI via chat completion APIs. The system generates GPT-based lead and company descriptions, saves them to dedicated fields, and logs an enrichment date. It also creates tasks for the new owner and sends notifications via Microsoft Teams, including direct links back to the lead. Additional logic handles search limits, email domains, error cases, and prompt improvements over time.
• Calendly, WorkDrive & Project Integrations: Zenatta tightened the rest of the toolchain as well. They improved Zoho Flow handling for Calendly bookings so leads are created even when event slugs differ, and added notifications when a booking falls outside expected criteria. For signed documents, Zoho Sign completions now push PDFs and certificates into structured folders in WorkDrive, tied to the correct Account. In Zoho Projects and Analytics, Zenatta added new dashboards and scorecards to monitor churn, closure rates by vendor, and top deals by revenue and employee count.

“Zenatta has helped us bring all of our commissions into a centralized dashboard so that a single person can audit thousands of lines of financial reports. We can see immediately where the gaps are and address them quickly.” – Jason Price, COO, Select Communications

Results

With Zenatta’s ongoing support, Select Communications moved from scattered systems and manual checks to a structured Zoho environment that supports growth without adding large headcount.

• Centralized commission intelligence allows a single team member to audit thousands of records quickly and confidently.
• AI-driven lead enrichment gives reps richer context and summaries, improving outreach quality and follow-up speed.
• Cleaner data and repaired syncs between CRM, Desk, and Analytics provide more accurate churn, closure, and vendor reports.
• Automated workflows for deals, tickets, and forms reduce repetitive tasks and keep processes moving even when users forget steps.
• Stronger dashboards help leadership see which vendors, campaigns, and reps drive the most profitable, long-term business.

“Without their help, we would have had to scale our team to an extent that would have cost us hundreds of thousands of dollars a year, and I doubt we could have done it with the effectiveness or accuracy of their systems. Absolutely fantastic job!”

“You can certainly watch tutorials and try to figure things out on your own. But if time is of the essence, there’s no faster way to get off the ground than hire an expert. Zenatta is definitely that expert.”

– Jason Price, COO, Select Communications