TrustPoint HCM – Zoho CRM, Support & Operations Optimization Case Study
Industry: Payroll & Human Capital Management Services |
Location: Exton, PA |
Team Size: 700 Clients Supported
Apps: Zoho CRM, Desk, Projects, Sign, Cliq, Calendar
Executive Summary
Trust Point HCM is a payroll and human capital management company serving a national client base. As the business expanded, the team needed Zoho to support more than contact management. They wanted a connected system for sales, onboarding, and client support.
Zenatta helped Trust Point HCM turn Zoho into a more complete operating system by improving reporting, refining workflows, and building automations across CRM, Desk, Projects, and Sign. As a result, the team gained better visibility, saved time, and improved day-to-day coordination.
The Challenge
Before Zenatta, Trust Point HCM needed stronger insight into several critical business metrics. The team wanted clearer visibility into sales pipeline value, conversion rates by referral source, client retention metrics, revenue by payroll client, and ticket resolution times.
In addition, they needed ongoing training and support to keep Zoho aligned with the way their business operated. Without that structure, it was harder to scale processes cleanly across sales, onboarding, and client service.
Why It Mattered
For a payroll and HCM business, strong handoffs and accurate reporting matter. Sales teams need confidence in pipeline data, implementation teams need repeatable onboarding processes, and support teams need clear service visibility.
When those systems are disconnected or under-optimized, manual work increases and visibility drops. Therefore, Trust Point HCM needed a Zoho environment that could support growth with better reporting, cleaner workflows, and ongoing optimization.
The Zenatta Solution
Zenatta worked with Trust Point HCM to strengthen Zoho as the operational hub for sales, onboarding, and support. The solution combined system cleanup, reporting improvements, workflow automation, and continued enablement for the team.
- CRM Reporting & Workflow Improvements: Zenatta refined modules, fields, permissions, dashboards, and reports in Zoho CRM to improve pipeline visibility, referral tracking, client satisfaction reporting, and sales process management.
- Projects + Desk Automation: Zenatta built automations that connected Zoho Projects and Zoho Desk, including workflows that created Projects from deal stage changes and Desk tickets from project task activity, while also improving ticket layouts, escalations, dashboards, and service processes.
- Zoho Sign & Process Enablement: Zenatta supported document workflows tied to CRM mail merge templates, signer setup, permissions, and approvals in Zoho Sign. At the same time, they provided training, health checks, optimization, and new automation builds as Trust Point HCM continued to grow.
“Zenatta helps TrustPoint build Zoho into a fully automated operating system for sales, onboarding, and client support.” – Tara Dougherty, VP Service and Implementation
Results
Trust Point HCM saw meaningful improvements in visibility and efficiency after working with Zenatta. Although the team emphasized qualitative gains, the impact was clear across reporting, workflow coordination, and time savings.
- Better visibility into pipeline value, referral-source performance, client retention, and support metrics.
- Time saved through automation across sales, onboarding, and support workflows.
- Improved reporting that gave the team clearer insight for decision-making and performance tracking.
- Ongoing optimization through staff training, system health checks, and support as operations evolved.
“Zenatta helps TrustPoint build Zoho into a fully automated operating system for sales, onboarding, and client support. Instead of just using Zoho as a CRM, it becomes the central hub for your payroll business operations.”
– Tara Dougherty, VP Service and Implementation
