Zoho One CRM Development and Optimization Services

Zoho One CRM Development and Optimization Services is to redevelop and transform the environment into a stable, documented, scalable, secure, and supportable platform aligned with Zoho Enterprise support best practices.
- Strategic Advisory Services, Business Analysis and Process Improvement services that include:
• Gather and document business requirements through stakeholder engagement.
• Evaluate current business processes and operational workflows.
• Develop current-state and future-state process maps and conducting gap analysis to identify process, technology, and capability improvement opportunities.
• Recommend process, governance, and data management improvements.
• Perform change impact assessments and providing organization change management guidance.
• Evaluate platform and license utilization to maximize functionality, and cost effectiveness.
• Translate business requirements into practical, scalable, and sustainable Zoho-based solutions.
• Recommend strategies to maximize use of existing Zoho capabilities before implementing custom solutions. Identify opportunities to improve reporting, data visibility, decision-making, user experience,
stakeholder satisfaction and organizational readiness for future initiatives.
• Ensure proposed solutions align with OBE’s operational goals, long-term support model, and technology roadmap.
- Zoho Platform Development and Configuration Services including:
• Zoho CRM and Campaigns configuration, customization, and support.
• Development of dashboards, reports, and analytics solutions in Zoho Analytics.
• Design and maintenance of integrations and automated workflows using Zoho Flow.
• Configuration and support of event management solutions in Zoho Backstage.
• Development of forms, data collection processes, and related integrations using Zoho Forms.
• Configuration and optimization of customer service operations within Zoho Desk.
• Implementation and support of electronic signature and document workflow solutions using Zoho Sign.
• Configuration and maintenance of Zoho applications to support business processes and operational requirements.
• Design, development, and optimization of workflows, approval processes, and Zoho Blueprints to support standardized and compliant business operations.
• Evaluation and improvement of data architecture, data management practices, system performance, and platform usability.
• Implementation of user experience enhancements to improve efficiency, adoption, and overall system effectiveness.
- Integration and Technical Architecture Services
• Design, implement, and support integrations between Zoho applications and connected systems.
• Develop and maintain APIs, API-based integrations, and middleware solutions.
• Assess existing integrations to identify risks, performance issues, and improvement opportunities.
• Resolve integration, reliability, security, and data quality issues.
• Develop and maintain data synchronization solutions to ensure accurate and timely data exchange across systems.
- Governance, Compliance, and Security Services shall include:
• Conducting security and compliance assessment and recommending improvements.
• Configuring and maintaining user roles, permissions, access controls, and data-sharing models.
• Evaluating and improving data governance practices, including data quality, security, ownership, retention, and lifecycle management.
• Develop data stewardship, auditability, change management, and release management processes.
• Establish documentation standards for system configurations, integrations, processes, and administrative procedures.
• Provide recommendations and best practices to support security, compliance, governance, and operational effectiveness.
• Support OBE’s confidentiality, regulatory, and grant-related requirements through appropriate controls, processes, and documentation.
• Ensure solutions are sustainable, maintainable, and supportable by internal staff and standard Zoho support channels.
• Align governance, security, and compliance activities with OBE’s operational objectives, risk management practices, and long-term technology strategy.
- Ongoing Support Services
• Monitor, troubleshoot, and resolve system issues, integration failures, data discrepancies, and platform performance concerns.
• Manage platform administration activities, including user access, permissions, configurations, and routine maintenance.
• Provide ongoing consultation and actionable recommendations that balance functionality, cost, risk, maintainability, and long-term sustainability.
• Review, prioritize, and implement approved enhancements and system improvements.
• Provide user support, technical guidance, and best-practice recommendations.
• Monitor platform health and conduct periodic assessments to identify risks, improvement opportunities, and optimization recommendations.
• Conduct regular status meetings to review completed work, open issues, priorities, and planned activities.
• Support both project-based initiatives and operational requirements through work orders, service requests, and retainer-based activities.
- The maximum budget for this project is approximately $250,000.