The Power of One: Shiji Group Achieves Significant Economies of Scale with Zoho One
Martin Schneider, ANNUITAS Research
“We have made full use of Zoho’s capabilities and we are seeing its results range beyond everyday operations and make a positive impact on the big picture.” - Sergio Teixeira, Global CRM Manager, Shiji Group
- INDUSTRYChemical Manufacturing
- Key AppsProjects, CRM, Reports, Connect
The company
Shiji Group is a leading supplier of information systems for the hospitality industry. Their software solutions span payment systems, online distribution tools, point of sale (POS) systems in restaurants and retail stores, and software for hotels to manage check-ins, check-outs, and general operations. Founded in 1990, Shiji owns more than 60% of the market share of China's hotel information systems across the luxury hospitality industry in the region. The company operates in 23 countries, with its customers accounting for more than 91,000 hotels, 200,000 restaurants, and 600,000 retail stores.
The company knew it wanted to standardize and centralize its IT to both reduce complexity and enjoy economy of scale. "Our locations were running as separate businesses. We needed a system that would give us better adoption and standardization to gain visibility," said Sergio Teixeira, the Global CRM Manager at Shiji Group.
Implementation
The first move was to adopt a new human capital management platform for all employees, so Shiji implemented Zoho People. Shiji then migrated the sales process to Zoho CRM, consolidating nearly a decade’s worth of customer and transactional data and company processes.
From its success onboarding 100% of employees across all of its divisions onto Zoho People, the company now touts 95% CRM adoption. This includes more than 1,600 users of Zoho One. “We have made full use of Zoho’s (CRM) capabilities and we are seeing its results range beyond everyday operations and make a positive impact on the big picture," Texeira adds.
After implementing CRM, Shiji moved away from some expensive and inefficient tools like Zendesk and prepared to add Zoho Desk to manage customer support. Shiji was able to get Desk up and running in just eight weeks, and it quickly became the customer support platform for a number of Shiji’s operational departments. Today, more than 600 of Shiji’s employees rely on Zoho Desk.
Shiji Group is leveraging a significant amount of applications underneath the Zoho One umbrella. These include the full gamut of the People, CRM and Desk tools, but also Analytics, Campaigns, Creator, PageSense, SalesIQ, Flow, and Sign. “It has essentially become the brain of our operations,” Teixeira notes.