Zoho CRM & Telephony System Implementation

Zoho CRM & Telephony Implementation
- Requirements Document
Project Overview
Implement Zoho CRM and a hybrid telephony system for 5–30 users across 3 locations in
Saudi Arabia. The objective is to replace manual processes with automated workflows, call
logging, AI-generated notes, and structured follow-ups to support business growth.
Objectives
- Centralize customer data in Zoho CRM
- Automate call logging and tracking
- Enable AI-generated call summaries and follow-ups
- Support both office-based and remote teams
User Structure
Total Users: ~30
- 20 Relationship Managers (RMs)
- 10 Managers
- Across 3 locations in Saudi Arabia
Core Requirements
1. Centralized CRM (Zoho CRM)
- Full customer lifecycle tracking
- Lead, deal, and follow-up management
- Integration with financing system
2. Automated Telephony
- Call logging and recording
- AI-generated notes and follow-ups
- Arabic language support
3. System Integration
- Connect Zoho CRM with financing system
- Track application status, disbursement, and renewals
Hybrid Telephony Model
A dual-solution approach needs to be implemented:
1. PABX (Physical System)
- Use Case: Office landlines
- Hardware: should be Provided by service provider
2. Virtual Telephony App
- Use Case: Remote staff (home/road)
- Access via laptop/mobile apps
- Uses credits from telephony providers (e.g., Zevo, Vitrix)
- Fully integrated with Zoho CRM
Scope of work
- CRM setup and customization
- Telephony integration (PABX + Virtual)
- Workflow automation
- Testing and deployment
- User training and support