As a world leading turnkey nutritional manufacturing company with over 600 employees, serving customers in over 30 countries, continuous improvement is not just something we do at Vitaquest, it’s in our DNA. Improving speed and accuracy and Delivering What’s Next to our customers is the lifeblood of our business. We generate tremendous value for our clients through innovation and collaboration. To do that well, it’s vital that we work closely as a team and that we work quickly, efficiently, and accurately in an automated work process flow while continuously measuring and improving our processes.
After careful consideration, Vitaquest identified Zoho as the best platform to develop, implement, and measure these processes. According to Manager of Packaging Development and Design, Greg Longabucco, “What really stood out for us is that Zoho is a platform that molds around our business, rather than our business having to conform around the tool.”
As a result, Vitaquest has decreased turnaround time for providing quotes to prospective customers by 50% leading to improved responses from those customers. Much of that reduced turnaround time comes from the 6500 fewer emails per month and the 65 extra days per year the customer service department gained and can use to directly support customers.
The Challenge
As part of our continuous quest for improving our customers’ experience, Vitaquest identified several challenges when onboarding new customers, all of which they aimed to address with the implementation of a new CRM platform.
These challenges included manual processes with decentralized data comprised of multiple email chains, lack of data visibility, slow turnaround times for quotes to customers and fragmented internal communications.
Executives at Vitaquest knew that a lack of company-wide visibility was hurting their bottom line too, but the lack of data centralization was making it difficult to quantify their losses. Because Greg had end-to-end visibility of the customer experience as projects move through the various stages of development, he assumed leadership of the underlying task to digitize the process into Zoho.
Introducing Zoho
Vitaquest chose Zoho as the new CRM platform because of its flexibility and comprehensive features, allowing customization to cater to the specific needs of the company.
The platform consists of several different facets such as Zoho CRM (sales pipeline management), Zoho Projects (corporate project management), Zoho Analytics (business intelligence and analytics), and Zoho Cliq (team communication). These facets can be used together to provide full, centralized communication that delight Vitaquest team members and their customers.
With the help of KDG, a Premier Zoho partner, Vitaquest was able to build a customized quoting tool within Zoho and rapidly deploy it across our business without interrupting sales. It’s a mechanism for increasing new product sales and delivering business results.
Benefits and ROI
Since implementing Zoho across our business, Vitaquest has utilized the centralized database to streamline communication and we have subsequently experienced an immediate reduction in extraneous email interactions.
According to Greg, “6,500 email responses were being used to generate 400 quotes per month. That volume of emails has now been completely been eliminated.” Vitaquest saw the quote creation time reduced by more than 50% as a direct result making prospective customers very happy and allowing Vitaquest employees to focus on the work of helping customers. This also had a major impact on new product launch revenue. Vitaquest saw a 65% increase in product launch revenue in the first quarter after launching and doubled the revenue in the first 6 months.
By utilizing all the applications Zoho has to offer and systemizing the data, Vitaquest has already seen significant efficiency gains in other processes. We are on track to launch 700+ products this year, in which the details are now exported to our product launch page with a simple click of the mouse. It has eliminated 65 days of data entry work performed by our client service department each year.
What Zoho’s Made Possible
Vitaquest’s growth pattern appears to be clearer as we integrate deeper with Zoho. Thus far, the new platform has been well received and embraced. “We’re all in with Zoho ecosystem and loving it…We’ve easily recouped our investment in the software by 10 times”, said Greg. It has simplified the previous processes and provided new ways to analyze the company’s metrics. By digitizing, Vitaquest can continue to provide the highest quality service to our customers.
