Zoho Corporation Limited

Zoho CRM empowers businesses with Omni-channel strategies, Customer-360 and Salesforce automation

Zoho CRM, is a cloud-based customer relationship management software for managing sales, marketing, and customer support in a single system. Zoho CRM helps businesses of all sizes build excellent customer relationships with a built-in AI sales assistant, sales pipeline management, marketing automation, and intuitive reports.

Features

• Provides a unified view of user interactions for service delivery
• Activity automation, scheduling appointments, sending follow-up emails, tracking contacts
• Build and implement scalable sales processes for organisations
• Provides users with faster & efficient services through workflow automation
• Journey Orchestration Optimises resource allocation through data-driven insights
• Zia Voice, the first conversational AI for sales, and support.
• Enhances transparency and accountability through comprehensive reporting and analytics
• Seamless integration of multiple channels for customer interaction
• No-code design platform for better UI experiences & user adoption
• Integrates with existing systems for seamless data exchange and interoperability

Benefits

• Single version of the truth to build better customer relationships
• Automated lead nurturing and follow-ups, deal closure for higher productivity
• Streamline and automate sales processes for improved efficiency and productivity.
• Automate routine tasks, improve efficiency and focus on strategic activities.
• Personalized customer experiences tailored to individual preferences and behaviors
• AI insights for smarter decision-making and predictive analytics
• Analyse, monitor and track sales progress for performance insights
• Tailored solutions for efficient citizen relationship management and service delivery
• Streamline marketing tasks through automated processes for efficient campaign management
• Seamless integrations with third party applications via REST APIs

£16 to £52 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zohouk-gcloud@eu.zohocorp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

184272771728433

Contact

Sreyas Benjamin
+44 2038072092
zohouk-gcloud@eu.zohocorp.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Only cloud-based deployment and no support for an on-premise setting.
• System requirements:
  • Stable internet connectivity
  • Chrome - 10 and above
  • Mozilla Firefox - 8 and above
  • IE - 10 and above
  • Opera - 12.1 and above.
  • Safari - 5 and above
  • Android 6.0 and above
  • IOS 13 and above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide free technical support eight hours per workday, as well as Premium and Enterprise support tiers that make our experts available 24/5 and 24/7, respectively. The response time for Premium would be 3 hours and as of Enterprise would be 1 hour.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our web chat is accessible right from our home page. Users can chat regarding any support requirements or any queries they have regarding CRM. ; Our support team is available 24*7 via chat, email, or call. ; ; For ease of access; a) No time based responses required for web chat.; b) Supports 200% of zoom without loss of content and functionality in our web page.
• Web chat accessibility testing: We are currently assessing and in the progress of making our product compliant with Accessibility standard WCAG 2.1 AA . In this journey, we are yet to do the testing with the actual users of assistive technology. It will be done when the product becomes compliant to WCAG standard.
• Onsite support: No
• Support levels: We offer free technical support eight hours per workday, as well as Premium and Enterprise support tiers that make our experts available 24/5 and 24/7, respectively. The response time for Premium would be 3 hours and as of Enterprise would be 1 hour. A technical account manager is assigned for customers that purchase Enterprise support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: An online repository of help documentation,including articles, ebooks,; videos, tutorials, and webinars are available to users. Customers with an active subscription of Zoho CRM product can avail ; classic support services without any extra charge. Premium and Enterprise support tiers guarantee Zoho experts' availability 24/5 and 24/7, respectively. A technical account manager is assigned to customers who purchase Enterprise support. Online and onsite training can also be offered at an additional cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Depending on the users needs, they may export all or part of the data stored in Zoho CRM. Some common needs include segmenting customers, sharing data with collaborators, meeting compliance-related requirements, creating reports, and archiving data. A data back up function is available to users that extracts all the CRM data into CSV files.
• End-of-contract process: Users in paid edition of Zoho CRM will be moved to the free edition if their contract (subscription) terminates and remains unrenewed. There will not be any data loss; however, the service will become inaccessible. If there is no activity in the user's Zoho CRM account for over 120 days, Zoho will delete it along with all the data. Users cannot export their data after this.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile applications are for business users only. Administrator level customisation/configuration cannot be done using the mobile app.; The mobile app gives users the option to access and work with their CRM data. The Zoho CRM native app is available for the iPhone, iPad, and Android phones. Users can access data from CRM modules such as Leads, Accounts, Contacts, Deals, Cases, Tasks, and Events, wherever they go. They can work in the offline mode to add, modify, or delete records which will be saved locally and synchronized with the Web CRM they connect to the network.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: In Zoho CRM, data is categorized into groups or divisions based on similarity. Each division that has similar data is called a "module". Each module can collect and store thousands of records with a range of built-in options that help users of the platform sort, filter, and view the records as required. Modules also provide users with options to perform actions like creating macros, mass updating fields, and sending mass emails.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The Zoho CRM interface is accessible using screen readers. It meets the screen reader compatibility standards specified by the WCAG. It is tested for screen readers on Mac, Windows, and Linux devices. ; The development and testing of screen reader accessibility was carried out in co-ordiantion with Zoho CRM customers who have differently abled users in their workforce.
• API: Yes
• What users can and can't do using the API: Users can perform general Create, Read, Update, Delete operations using Zoho CRM's REST APIs. Real-time streaming is not available out of the box. ; API calls in Zoho CRM are associated with credits and the number of credits available depends on the number of users and edition of the CRM purchased.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Zoho CRM can be modified as needed to fit a users business. Users can use custom fields, buttons, and layouts to capture various information from prospects/leads, create custom views, relate information, test customisation before rolling out, and even localise the language and currency to fit the users needs.

Scaling

• Independence of resources: Zoho CRM infrastructure scales horizontally and vertically to meet increasing demands by adding more servers or resources. Load balancing techniques are in place to evenly distribute incoming requests across multiple servers. ; Stability in performance is achieved through continuous monitoring of real-time metrics such as response times, server load, and error rates. For flexible fault tolerance, redundant components and failover mechanisms are used to ensure high availability. ; In the event of a failure or outage, redundant systems seamlessly take over, minimizing downtime and ensuring uninterrupted service for our users.

Analytics

• Service usage metrics: Yes
• Metrics types: The API dashboard features an all-new interface to view your usage statistics. The interface is made up of a graph view and a table view. You can classify the stats based on modules, IP address from which the call was made, method, user, or time. This dashboard supports the previous version of the API as well as the new version. A similar dashboard is available for data storage as well
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Zoho CRM has an extensive import and data migration module to seamlessly import data into the platform.; ; Based on the user's requirement, they can export data from individual modules, using the export option in the Data Administration tool, export all the data in the CRM (data in all the modules, attachments, configuration details, etc) by taking a complete backup or create a report to export a specific set of data that is sorted, grouped, and spans across multiple modules. ; File formats supported in regular exports and report exports are CSV, XLS, PDF and CSV for complete data backups.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Xls
  • Xlsx
  • Vcf

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Network traffic is encrypted when it traverses over the public network and when replicating to the DR data centre. The complete Datacenter stack is under our control. We use firewalls to prevent our network from unauthorised access. Our systems are segmented into separate networks to protect sensitive data from unauthorised access.

Availability and resilience

• Guaranteed availability: Our monthly service uptime is 99.9%. The live service availability status can be seen online. Upon customer request, Zoho will, as per the terms and conditions of its Service level agreement, provide service credits. A copy of Zoho SLA can be shared upon request.
• Approach to resilience: Application data is stored on resilient storage that is replicated across data centers. Data in the primary DC is replicated in the secondary in near real time. In case of failure of the primary DC, secondary DC takes over and the operations are carried on smoothly with minimal or no loss of time. Both the centers are equipped with multiple ISPs. We have power back-up, temperature control systems and fire-prevention systems as physical measures to ensure business continuity. These measures help us achieve resilience. In addition to the redundancy of data, we have a business continuity plan for our major operations such as support and infrastructure management.
• Outage reporting: Planned Outages & Maintenance:; The planned outages would be announced/informed to the customers through several channels-; Blog posts in community forums, Business emails, and Banners in respective services. Generally, annual maintenance activities would be planned during non-business hours to avoid impact on the services.; Unplanned Outages:; Major unplanned outages will be posted in social media forums & also will be informed to customers through emails. Customers can always refer to the following link on the health status of each service & update on outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: We employ technical access controls and internal policies to prohibit employees from arbitrarily accessing user data. We adhere to the principles of least privilege and role-based permissions to minimize the risk of data exposure.; ; Access to production environments is maintained by a central directory and authenticated using a combination of strong passwords, two-factor authentication, and passphrase-protected SSH keys. Furthermore, we facilitate such access through a separate network with stricter rules and hardened devices. Additionally, we log all the operations and audit them periodically.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI (British Standards Institution)
• ISO/IEC 27001 accreditation date: 22/08/2022
• What the ISO/IEC 27001 doesn’t cover: Zoho has earned ISO/IEC 27001:2013 certification for Applications, Systems, People, Technology, and Processes
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28/06/2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not Applicable
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO/IEC 27701

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27701 , ISO 27017 , ISO 27018 , ; ISO 22301, IS0 9001 , SOC Type II + HIPAA
• Information security policies and processes: Zoho shall maintain an information security program in accordance with the international standard ISO 27001, which includes technical and organisational security measures, physical measures, as well as policies and procedures to protect customer data processed by Zoho against accidental loss, destruction, or alteration, unauthorised disclosure or access, or unlawful destruction. Zoho maintains documented information security and data privacy policies and requirements, and periodically communicates them to employees responsible for various controls. The policies are reviewed annually to keep them up-to-date. This policy is verified during our third-party audits such as ISO and SOC.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: We have the Change Management procedures in place that include the following but are not limited to all the changes to the Organization, Applications, Systems, People, Technology, and Processes, information processing facilities that affect information security/privacy. For every change the security impact is analysed. We maintain Audit logs as evidence for all the changes. Fall-back procedures, including procedures and responsibilities for aborting and recovering from unsuccessful changes and unforeseen events are documented and communicated. Zoho shall notify the customer of any changes that may affect the customer in an adverse manner.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our dedicated vulnerability management process actively scans for security threats using a combination of certified third-party scanning tools and in-house tools, and with automated and manual penetration testing efforts. Our security team actively reviews inbound security reports and monitors public mailing lists, blog posts, wikis to spot security incidents that might affect the company’s infrastructure.; ; Once we identify a vulnerability requiring remediation, it is logged, prioritized according to the severity, and assigned to an owner. We further identify the associated risks and track the vulnerability until it is closed by either patching the vulnerable systems or applying relevant controls.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We monitor and analyse information gathered from services, internal traffic in our network, and usage of devices and terminals. We record this information in the form of event logs, audit logs, fault logs, administrator logs, and operator logs. These logs are automatically monitored and analyzed to a reasonable extent that helps us identify anomalies such as unusual activity in employees’ accounts or attempts to access customer data. We store these logs in a secure server isolated from full system access, to manage access control centrally and ensure availability.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We notify you of the incidents in our environment that apply to you, along with suitable actions that you may need to take. We track and close the incidents with appropriate corrective actions. We identify, collect, acquire, and provide you with necessary evidence in the form of application, audit logs regarding incidents that apply to you. We implement controls to prevent recurrence of similar situations.; ; We respond to the security or privacy incidents you report to us through our official email address with high priority. For general incidents, we will notify users through our blogs, forums, and social media.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Zoho Corporation Limited have committed to working towards achieving Net-zero by 2050. Some initiatives for this:; ; Energy initiatives at Zoho UK’s workspace at Bletchley - The energy supply for the UK office is derived from renewable sources, accounting for 21% of total power consumption. LED retrofits have been implemented to enhance energy efficiency throughout the building.; ; Renewable energy: We've built a 5 megawatt on-grid solar energy farm at Abinimangalam near Trichy, India. This farm offsets the electricity consumption of our Chennai headquarters and data centre. Designed with a focus on energy efficiency, data centres that support Zoho UK are powered by renewable energy. Further, these data centres are progressing towards integrating with a solar grid to reduce environmental impacts.; ; Green Energy Procurement - All purchased energy for the data centres is sourced from green energy providers. This enables us to minimise the carbon footprint associated with our operations.; ; Emissions - The United Kingdom has committed to achieving carbon neutrality by 2050. Supporting this pledge, we have taken steps to monitor greenhouse gas (GHG) emissions from our operations and implement measures to mitigate them. We account for Scope 2 and Scope 3 emissions and exclude Scope 1 emissions as our work does not involve fuel combustion within operational boundaries.; ; e-mobility: We've switched completely to electric vehicles for movement within the campus.

  Covid-19 recovery

  During the COVID-19 pandemic, Zoho worked to minimize the impact of COVID-19 on our customers, other businesses, and our local community.; ; Supporting remote work: At the start of the pandemic, Zoho created and distributed a Secure Remote Access Toolkit to help organizations quickly adapt to and work securely during the pandemic. This toolkit was made free for the first 100 days.; ; Discounts and waivers: To assist organizations impacted by the pandemic, Zoho offered free licenses of flagship products and offered discounts and waivers on licenses on a case-by-case basis.; Food to the underprivileged: While most of our employees worked from home, we kept the kitchen at our Chennai headquarters running with a skeletal staff to provide food to underprivileged people in the local area, many of whom were impacted due to a loss of employment during the lockdown.; ; Infrastructure support: We converted one of our office buildings into a temporary COVID-19 ward to accommodate citizens who were required to quarantine.; ; We ran COVID-19 vaccination camps for our employees, their dependents, and the support staff who worked in Zoho.

  Tackling economic inequality

  Zoho has always aimed to tackle economic inequality and give back to the community. This is reflected in the following:; ; Transnational localism: Coined by our CEO, transnational localism is the philosophy that underpins our staffing and office location plans. Instead of focusing on crowded urban centres, we've been opening spoke offices in smaller towns and villages. The goal is to improve local infrastructure, boost the economy of these smaller towns and villages, and provide more employment opportunities. ; ; Local hiring: As part of our philosophy of transnational localism, we believe in hiring locally for each spoke office. This helps promote local talent and bring high-paying jobs back to the villages and towns where we are based.; ; Zoho Schools of Learning: Started in 2004, Zoho Schools of Learning (formerly Zoho University) provides training and employment for high school students and those holding or pursuing diplomas. Those inducted into Zoho Schools are trained by industry experts in the fields of their choice - technology, business, or design. The students are also trained in social skills. The course is completely free and students are paid a monthly stipend throughout its duration. Graduates from this program are automatically inducted into Zoho Corp.

  Equal opportunity

  As part of our efforts to tackle inequality, Zoho Corporation Limited have made efforts to provide equal opportunities and tackle workforce inequality.; ; Helping women restart their careers: Zoho Schools of Learning has begun a program called Marupadi. Aimed at helping women restart their tech careers after a break, Marupadi is a 3-month program comprising a mix of lectures, experiential learning, and internships. At the end of the program, the candidates who've successfully completed training get to sit for exclusive face-to-face interviews for jobs at Zoho Corp.; ; Diversity and inclusion in hiring: All roles at Zoho Corporation are open to all people irrespective of gender, sex, race, ability, or religion. We hire solely based on skill and have a diverse team.; ; We eschew discrimination on any grounds, including age, colour, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, and other unique characteristics that define our associates. Instead, we espouse, fairness, striving to ensure that a merit-based approach allows wage parity among associates with comparable experiences and responsibilities, irrespective of their gender.; ; Accessible campus: Our campus has been designed to be accessible to all, including differently-abled colleagues. The layout design includes ramps and lifts in every building, allowing ease of mobility and access to all.; ; On-campus crèche and daycare: In our India office, we support new parents within the organization by providing them with on-campus creche, day-care and play school. ; ; Apart from the usual shuttle facilities, a special cab service covering a certain distance is given to women during their third trimester.

  Wellbeing

  Zoho Corporation Limited adheres to industry standards in remuneration, ensuring that compensation is equitable across genders. Recognising the diverse needs of our people, we provide essential support such as parental leave, aligning with our efforts to build an organisation that values and cares for every individual.; ; We have trained medical practitioners and a dedicated medical clinic available on all days of the week. Employees can freely avail of their services.; ; The Hazard Identification & Risk Assessment (HIRA) Framework is followed rigorously at the premises.; We provide in-house counseling to our employees for free via our team of trained and qualified therapists. ; ; We organize free medical check-ups for our employees on an annual basis.; ; We organize regular blood donation camps in association with various blood banks.; ; We have open house sessions conducted by the CEO periodically where employees can raise any concerns.; ; Day Care facilities for employee kids; ; The compliance monitoring framework involves ongoing reviews and enhancements of occupational health programmes, guided by feedback, data analysis, and emerging best practices.

Pricing

• Price: £16 to £52 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Zoho CRM has a free 15-day trial period for 3 users. ; However, the data storage in the trial versions is limited. Users will get 1 GB of file storage, 5000 records storage per organisation, and an import limit of 5000 records per batch.
• Link to free trial: https://www.zoho.eu/crm/signup.html

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zohouk-gcloud@eu.zohocorp.com. Tell them what format you need. It will help if you say what assistive technology you use.