The Challenge

Vend Tech already had Zoho CRM in place, but it had become difficult to manage. With many hands implementing many different processes over time, the CRM grew overly complex and included an excessive number of custom modules. The goal was to reduce unnecessary customizations, streamline workflows, and keep the CRM functional and scalable for a growing operation.

“The biggest reason I would recommend Zenatta is beyond their knowledge which is plentiful. Most importantly they take the time to learn about your needs.” – Heath Falzarano, President, Vend Tech

Why It Mattered

When a CRM becomes overbuilt, it slows teams down instead of enabling them. Vend Tech needed a cleaner system that supported consistent processes across sales and operations, improved automation without creating confusion, and provided visibility into workflows without relying on constant manual intervention. They also needed a real support system to manage customer requests and build a knowledge base that could scale with the business.

The Zenatta Solution

Zenatta worked with Vend Tech to rationalize their Zoho One environment and align the system to real-world processes. The engagement focused on simplification, automation, and enablement across CRM and Desk.

• CRM simplification and cleanup: Reduced and consolidated custom modules, bringing the environment from roughly 40 custom modules down to about 30 while preserving critical functionality and improving maintainability.
• Streamlined pipelines and workflows: Refined the pipeline, automation, and business processes into a clearer operational flow and helped the team adopt the updated structure.
• Custom mail merge attachment via API: Implemented custom API calls to attach a mail merge-generated document to outgoing emails, enabling a workflow that was not achievable through standard mail merge alone.
• Support system rollout with Zoho Desk: Once CRM operations were stable, Zenatta set up Zoho Desk with a foundational configuration and training. Vend Tech gained a functioning ticketing process plus a knowledge base designed to grow over time.
• Ongoing improvements and reliability work: Based on the hour log, Zenatta also supported a broad set of enhancements and fixes including workflow reliability, form behavior, lead handling, and operational reporting improvements.

“Zenatta has been able to help us better automate our system where needed, as well as make sure our previous workflows are managed with best practices.” – Heath Falzarano, President, Vend Tech

Results

With a simplified CRM foundation and improved automation, Vend Tech gained a cleaner system that better matched best practices while still supporting their real operational needs. In addition, the launch of Zoho Desk gave them a structured support intake process and a knowledge base they could continue expanding.

• Reduced CRM complexity by consolidating custom modules and cleaning up architecture.
• Improved automation, pipeline consistency, and day-to-day processes.
• Enabled document attachment through mail merge using custom API logic.
• Implemented Zoho Desk for support requests, with training and a growing knowledge base.

“Working with Zenatta, they quickly made remedy of what we needed to do with regards to how our system needed to be reconfigured. Zenatta has been able to help us better automate our system where needed, as well as make sure our previous workflows are managed with best practices.

The biggest reason I would recommend Zenatta is beyond their knowledge which is plentiful. Most importantly they take the time to learn about your needs and have an amazing rhythm of communication and transparency with what they do for us. They truly take the time to look at our company in a global manner and have helped us take full advantage of Zoho One. Best Zoho experience we have ever had, and will always use Zenatta.”

– Heath Falzarano, President, Vend Tech