Introduction
Location :Qatar
Dewchem is a company based in Qatar that specializes in providing chilled water
services. The company caters to both large and small organizations, offering tailored
solutions to meet the cooling needs of various industries. Dewchem's expertise lies in
delivering efficient and reliable chilled water systems, ensuring optimal performance fortheir clients' facilities. Whether for commercial, industrial, or residential buildings,
Dewchem provides top-quality services designed to enhance energy efficiency and meet the specific cooling requirements of each client
How Dewchem Transformed their entire process ow of chilled water services using Zoho One?
Dewchem, a leading Qatar-based company specializing in chilled water services, was
facing significant challenges in managing its operations, particularly due to the diverse needs of both large and small organizations it served. Each client had unique
requirements, which made it difficult to maintain consistent workflows and ensure
efficient service delivery. To address these challenges, Dewchem decided to adopt Zoho One, an integrated suite of applications that would help streamline their processes, improve operational efficiency, and ensure timely service.
One of the key tools Dewchem implemented was Zoho CRM, which allowed them to
manage customer relationships effectively, track service requests, and follow up on
client communications. This CRM system helped the team maintain a centralized
database of client information, automate reminders, and ensure no requests were
overlooked. To complement the CRM, Dewchem integrated Zoho Projects into their
workflow. This integration enabled them to manage each project from start to finish,
assign tasks to employees, and monitor the time and resources spent on each task. It
provided greater transparency into the progress of each project and helped track hours spent on various service-related activities, making it easier to assess project timelines and allocate resources more effectively.
In addition to CRM and project management, Dewchem leveraged Zoho Creator to
manage and track the assets used in their chilled water services, such as electric
pumps, filters, and other essential equipment. Zoho Creator allowed Dewchem to create custom applications for asset management, ensuring that every asset was accounted for and properly assigned to the relevant project. When a new project was created in Zoho Projects, it automatically triggered the creation of corresponding entries in Zoho Creator, linking the required assets to the project. This integration enabled Dewchem to track asset usage, allocate or reallocate resources as necessary, and ensure that equipment was returned to the company or reassigned to another project once a project was completed.
Problem Statement
Dewchem, a leading Qatar-based company specializing in chilled water services, was
struggling to manage their operations efficiently. The company served both large and
small organizations, each with unique service requirements. This variability created
significant challenges in maintaining consistent workflows, ensuring timely service
delivery, and effectively managing resources. The lack of integration between different business functions further exacerbated inefficiencies, and Dewchem needed a solution to streamline processes, enhance collaboration, and improve service delivery
Key Challenges
1. Complex Client Needs: Dewchem’s clients, ranging from large corporations to smaller
enterprises, had diverse requirements. Managing these varied needs manually led to
inconsistencies in service delivery, delays, and difficulty in tracking progress across
projects.
2. Inefficient Operations: The company’s processes lacked centralization, leading to
missed follow-ups, difficulty managing multiple tasks, and a lack of visibility into project
status, asset utilization, and technician productivity.
3. Asset Management Issues: Dewchem struggled with tracking and managing the
equipment and assets used in their chilled water services (e.g., electric pumps, filters).
Assets were often allocated incorrectly, or their usage was not adequately recorded,
leading to delays and unnecessary costs.
4. Lack of Integration: The absence of an integrated solution meant that Dewchem's
customer relationship management (CRM), project management, and assetmanagement systems were siloed, which caused inefficiencies and made it difficult to get a clear overview of operations.
Evaluation of the Problem
Dewchem's existing operational systems lacked the necessary integration and
automation to meet the demands of their growing business. The separate management of customer data, project timelines, and assets led to inefficiencies, missed deadlines, and errors in task assignments. Furthermore, the lack of centralized communication between teams and systems made it difficult to collaborate effectively, leading to delays in service delivery and poor customer satisfaction.
Dewchem needed a solution that could:
● Centralize customer and project data
● Automate task assignments and follow-ups
● Track assets more effectively
● Provide real-time visibility into ongoing projects and tasks
● Improve collaboration across departments
Proposed Solution(s)
To address these challenges, Dewchem decided to implement Zoho One, an all-in-one suite of integrated applications designed to streamline business processes, enhance team collaboration, and improve operational efficiency. Specifically, Dewchem focused on integrating the following Zoho applications:
1. Zoho CRM: To centralize customer relationship management, track service requests,and ensure timely follow-ups. The CRM would automate reminders and notifications to ensure no client request was overlooked.
2. Zoho Projects: To manage project timelines, tasks, and resources. This integration
would allow Dewchem to assign tasks, monitor project progress, and track time spent
on each service-related activity, improving transparency and resource allocation.
3. Zoho Creator: To manage and track the assets used in their chilled water services,
such as pumps, filters, and other critical equipment. Zoho Creator would allow
Dewchem to build custom applications for asset management, ensuring accuratetracking and allocation of assets to projects.
4. Integrated Workflow: A seamless integration between Zoho CRM, Zoho Projects, and Zoho Creator would automate data flow across departments, providing Dewchem with a unified platform for managing client information, service tasks, and equipment
Application Included
● Zoho CRM
● Zoho Projects
● Zoho Creator
The implementation of Zoho One was carried out in the following stages:
1. CRM Integration (Zoho CRM): Dewchem first migrated all client data into Zoho CRM, consolidating customer information and service histories in one centralized platform. With Zoho CRM, Dewchem was able to track all service requests, automate follow-ups, and maintain a clear view of each client’s unique requirements. The CRM was configured to trigger alerts and reminders for timely actions, ensuring no client request went unresolved.
2. Project Management (Zoho Projects): Dewchem integrated Zoho Projects into their workflow to manage each chilled water service project from start to finish. When a new project was initiated, it was automatically created in Zoho Projects, and tasks were assigned to the appropriate employees. The system tracked time spent on each task, allowing Dewchem to assess project progress, allocate resources efficiently, and meet deadlines more effectively.
3. Asset Management (Zoho Creator): With Zoho Creator, Dewchem built custom
applications to track and manage their physical assets, such as electric pumps, filters,
and other equipment used in their service operations. Whenever a new project was
created in Zoho Projects, the relevant assets were automatically linked to that project in Zoho Creator. Dewchem could then track asset usage, assign equipment to specific
tasks, and manage the allocation or reallocation of assets between projects.
4. Automation and Integration: The integration between Zoho CRM, Zoho Projects, and Zoho Creator enabled a seamless flow of information between departments. For
example, as a project progressed, updates in Zoho Projects triggered changes in Zoho Creator (e.g., reallocating assets) and Zoho CRM (e.g., sending client notifications). This eliminated manual data entry, reduced errors, and improved coordination between teams.
5. Training and Adoption: Dewchem conducted comprehensive training sessions for
their team members to ensure they were well-versed in using Zoho One. The team was trained on how to use Zoho CRM for managing client relationships, Zoho Projects for project and task management, and Zoho Creator for asset tracking.
*Please note that the data in the attached screenshot regarding the dashboard is only from demo data and does not include any actual client data.
Results
By adopting Zoho One and integrating Zoho CRM, Zoho Projects, and Zoho Creator,
Dewchem was able to achieve the following results:
● Improved Operational Efficiency: The automation of workflows and integration of
data across systems allowed Dewchem to streamline its processes. Tasks were
assigned more efficiently, deadlines were met more consistently, and there was a
noticeable reduction in delays.
● Enhanced Collaboration: With all departments using a single integrated platform,
Dewchem’s teams were able to collaborate more effectively. Field technicians,
sales representatives, and project managers could all access the same data in
real-time, leading to better communication and quicker decision-making.
● Better Project Visibility: Zoho Projects provided Dewchem with real-time visibility
into the progress of each project. Project managers could easily track tasks, time
spent, and resource utilization, helping them identify and address issues before
they became major problems.
● Optimized Asset Management: The integration of Zoho Creator allowed
Dewchem to track and manage their assets more effectively. The ability to
allocate and reallocate assets to different projects ensured that equipment was
used efficiently and returned when no longer needed, reducing waste and
downtime.
● Improved Customer Service: With automated reminders, better task
management, and more accurate data, Dewchem was able to respond to
customer inquiries more quickly, provide timely updates, and ensure that all client
requests were handled efficiently. This improved customer satisfaction and
helped build long-term client relationships.
Conclusion
Zoho One helped Dewchem transform its operations by integrating critical business functions into a single, cohesive platform. With Zoho CRM, Zoho Projects, and Zoho Creator, Dewchem was able to streamline workflows, improve asset management, and enhance collaboration, resulting in better service delivery, optimized resource usage, and increased operational efficiency. This case study highlights how an integrated software suite like Zoho One can help businesses overcome challenges, drive efficiency, and enhance customer satisfaction.