EG IT, one of Turkey’s first Google SMB Premier Partners, is a leading digital advertising agency in Turkey, adapting businesses to the rapidly changing digital world with over 10 years of experience, a professional team, and a passion for service, aiming to be global players.

The EG IT team was using a manual application that required more time and effort to maintain information records about their customers. Other protocols between customers, such as agreements, order tracking, and data like contracts, were kept on separate systems and merged for analysis when needed. Using Zoho CRM application, the automatic inclusion of customer prospects into the system was achieved. Data for existing customers, including which dealer they came from, the offers they presented, mutual agreements, and installation forms, were quickly recorded. The tracking of installation forms was connected to the automatic system, enabling quick printouts and sending to installation teams.

Requests were managed via phone and email. A Desk system was established for directing requests. Tracking and management of data such as who was dealing with which ticket, how many open requests each customer had, and customer satisfaction rates were facilitated through Desk. Web Form and Email channels were set up using Zoho Desk. Email channels were customized with the Custom Theme function. Custom modules were created for the customer within CRM, including installation forms and dealer modules.

Project management was carried out through Excel and MS Projects. A fixed project template was in use. Projects were introduced for regular project tracking. This template has been recreated and updated with Zoho Projects. A standard but customizable template is provided for their comfortable work. A new template is used for each new project.

Reporting and tagging systems were absent. Now, through Analytics, they can view various reports and details about Desk, Projects, and CRM modules. Analysis of various data, including all contracts, start and end dates, sales reports, and time records for customers, is possible. Desk, Projects, and CRM integration allow them to generate reports in detail from any module, analyze, and share outputs. Connections were made between Zoho Analytics + CRM + Desk + Projects. Work teams were informed in detail, and training was provided about the programs.