Customer experience can make or break your business. If your customers are having a great time interacting with our business, they’ll be more likely to stay loyal to your brand. But if not, then even the best marketing strategies could be for nought. So, what’s the crack? An intelligent solution that ensures the delivery of excellent customer service at every touchpoint! A perfect example could be Zoho CRM that has been successful in helping businesses to provide a great customer experience by aligning their teams and putting customers at the center of whatever they do.
However, given the diverse ecosystem of Zoho CRM, it could be backbreaking to set your focus on a specific tool that can help you monitor your customers’ journey. For this, the first step is to pick the right Zoho CRM tool, but guess what? Businesses often struggle when it comes down to deciding which Zoho CRM tool to go with. Zoho CommandCenter or Zoho Blueprint?
Well, it is recommended to opt for CommandCenter, and if you are wondering why then we have listed down the reasons below. We will discover why Zoho CRM CommandCenter is better than Zoho CRM Blueprint to rescue you from the dilemma. But before we dig into that, let us start by getting to know these two tools first.
What is Zoho CommandCenter?
CommandCenter is a process management tool from Zoho that has been designed and developed to help businesses build end-to-end journeys when their customers interact with their products and services. It allows business owners to keep track of their customers’ personal journeys without compromising the brand experience. It further automates those processes based on events that happen at each state.
What is Zoho Blueprint?
Blueprint is a powerful automation tool from Zoho, built to help businesses execute sales processes systematically and precisely. This tool makes everyone follow the same sales processes in larger organizations without constant monitoring. It even ensures compliance from the entire team and makes the entire process repeatable and systematic.
Why is Zoho CRM CommandCenter Better Than Zoho CRM Blueprint
It might look like both CommandCenter and Blueprint serve the same purpose, but that’s not the case. As already indicated above, CommandCenter is much better than Blueprint in several ways. Let’s have a look.
Integration with Third-Party Apps
The applications need to be interconnected with one another for better interaction and seamless workflow. This is where CommandCenter outsprints Blueprint. It easily connects with third-party applications such as WebJobs and SalesForce, among many others, whereas Blueprint doesn’t support connectivity with any other apps and services. This integration functionality automates various processes, cuts down labor costs, and boosts team performance. Moreover, CommandCenter is a central location to track customer journeys across multiple platforms, which Blueprint fails to do.
Record Entry into the Process
This is about recording the various steps a customer goes through during the sales process. Zoho CommandCenter records all this information without any intervention from a salesperson, allowing business owners to keep track of every action performed by customers while automatically updating fields if those fields are configured in the field update action.
For instance, when an incoming call comes in and you would like to update a field in the respective Lead/Contact record, you can configure a transition trigger in the CommandCenter as ‘Receiving an Incoming call.’ The same field will be updated whenever you receive a call.
Moreover, in CommandCenter, businesses can trigger multiple CommandCenter automation for a single record, whereas, in the case of Blueprint, businesses can follow only one business process. It means that only one Blueprint can be triggered for one record.
Transition Between States
A customer’s experience depends on the final step they go through after buying or subscribing to one of your products or services. This is where you need to provide a smooth transition from interaction to the final stage. CommandCenter supports both automatic and manual transition from one state to another, whereas Blueprint only supports the manual transition. Also, CommandCenter enables you to launch your transaction simultaneously on different channels like mobile, desktop, kiosk, etc. so, customers can seamlessly travel between interactive steps while performing their transaction.
Note: In the July update of Zoho, the number of transitions included in a journey has been increased to 110, and the number of stages has been increased to 70.
Zoho CRM CommandCenter automatically initiates several actions whenever required based on the triggers configured. It automates the business process dynamically, whereas, in Zoho Blueprint, businesses have to click on the transition to execute the actions manually. For instance, if your customer reaches a certain stage in the sales funnel, businesses can set up a task to get it done automatically. This saves them time as it eliminates the need for manual follow-ups.
For instance, in CommandCenter, businesses can automatically create the tracking details in a different module if the records are created in the contacts module.
Large organizations need lengthy and intricate business processes such as supply chain management, loan sanction process, inventory management, etc., which involve multiple transactions. To ensure these processes flow without interruption, CommandCenter will be an ideal pick as it helps you monitor every stage closely and gather metrics on:
- Overall performance
- Loopholes and stagnancy in stages
- Delays during transition
Furthermore, CommandCenter enables businesses to curate these processes and connect independent modules together, which is something that cannot be found in Blueprint. It is because Zoho Blueprint allows businesses to create a process for a single module, but with CommandCenter, they can create the processes using multiple modules.
Option to Set Deadline
CommandCenter makes it possible for businesses to assign a deadline for transition, whereas Blueprint doesn’t have an option of setting a deadline. Setting a deadline ensures that the task is completed within a set timeframe by automatically sending alerts to the agent. This allows teams to work together seamlessly. Zoho CommandCenter offers this option, and Blueprint Zoho CRM doesn’t.
The Bottom Line
Sale with a Smile!
A sales team empowered to do its best for your customers is what you should always look for. With Zoho CRM CommandCenter, you can build a team like this that can deliver an excellent customer experience to help you meet your business goals. By leveraging features of CommandCenter for lead management, they can make every customer feel important, giving a boost to their overall revenue and goodwill.