Zoho Corporation Limited

Zoho Marketing Automation: Streamline, automate, optimize marketing for businesses

Zoho Marketing Automation is a multichannel marketing automation software helping businesses manage their marketing efforts across multiple channels. It helps users manage end-to-end marketing at every stage of the funnel. From generating high-quality leads, tracking web behaviour, tailoring campaigns with personalised content, nurturing leads to conversion and much more.

Features

• Multi-channel Marketing: Reach customers through multiple channels for maximum impact
• Behavioral Targeting: Personalize marketing based on user interactions and preferences
• Lead Scoring: Prioritise leads based on engagement and potential value
• Marketing Planner: Strategise and schedule marketing activities
• Journey Orchestration: Manage customer journeys across multiple touch points
• Workflow Automation: Automate repetitive tasks to streamline marketing processes
• ROI and Budget Tracking: Monitor campaign performance and expenditures
• Advanced Marketing Analytics: Comprehensive insights and optimisation capabilities
• WhatsApp and E-commerce Marketing: Sales through targeted WhatsApp marketing campaigns
• Landing Page Builder: Create visually appealing pages for lead capture

Benefits

• Efficiently execute large-scale, personalised marketing campaigns across multiple channels
• Analyse online lead behaviour, optimise webpages for enhanced conversion rates
• Gain comprehensive insights into contacts via unified lead dashboard view
• Effortlessly orchestrate customer journeys and automate entire marketing processes
• Efficiently track ROI, manage budgets, and optimise campaigns for conversions
• Enhance collaboration with dedicated workspaces for marketing team members
• Identify top-performing campaigns, optimise sources, and maximise conversions effectively
• Accurately attribute lead sources to conversions, optimising campaign effectiveness
• Design landing pages easily with intuitive editors and customisable templates
• Easily send personalised bulk WhatsApp messages for effective mass engagement

£15 to £47 a licence 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

417147293774281

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:
  • Chrome - 10 and above
  • Mozilla Firefox - 8 and above
  • IE - 10 and above
  • Safari - 5 and above
  • Opera - 12.1 and above
  • Stable internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The support queries are handled as and when they come. There is team of product experts who is assigned for each support ticket and responds immediately via email, call or chat based on user preference. The support tickets are tagged based on level of urgency, the urgent tickets are handled first.; The platform provides 24x5 support and is also equipped with self help portal which enables users to directly get their queries resolved.
• 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 the service. ; ; 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 to 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 currently offer our Zoho Classic support plan at no additional cost. The classic support offers support reps who would attend to customer requests between Monday to Friday, across all timezones
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The platform includes a getting started guide, user guide, online training, user documentation, online videos, webinars and is specifically designed to help first-time users get their campaigns up and running quickly. ; Users can also get in touch with the support team and immediately clarify any questions they may have regarding the platform. ; There's also a dedicated customer success manager for each user who can guide them personally to help get the most out of the platform. These customer success managers reach out to the user while offboarding and ensure there's a smooth exit. We offer a dedicated page for FAQs, as well as dedicated troubleshooting guides, to help users solve issues on their own.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Zoho Marketing Automation deactivates accounts that have been inactive for a long time for security reasons. We will be sending warning/notification emails about the deactivation before deactivating the account, users can export their data before the mentioned time period by logging in to their account. ; ; If user fails to export their data within the aforementioned time, we will send an email with their data attached after the account deactivation. Users can download the zipped file attached in the email which contains their data.
• End-of-contract process: At the end of the contract, your Zoho Marketing Automation account will be deactivated and all your data will be removed. ; We will be sending warning/notification emails about the deactivation before deactivating the account, users can export their data before the mentioned time period by logging in to their account. ; ; If user fails to export their data within the aforementioned time, we will send an email with their data attached after the account deactivation. Users can download the zipped file attached in the email which contains their data.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Zoho Marketing Automation has an intuitive user interface for the platform and it helps users quickly learn the functionalities of the product without any additional help. The campaign builders are equipped with templates, where users can drag and drop modules to set up their campaigns. ; The user interface also prompts the customer in case there are any action left by the user to complete it. This way the user experiences a seamless experience.
• Accessibility standards: None or don’t know
• Description of accessibility: Our default colour scheme ensures optimal contrast between text and background, assisting users with low vision or colour blindness. Moreover, we use fonts which enhances readability, supporting users with visual impairments or reading challenges. Furthermore, keyboard navigation enhances accessibility. Incorporating WCAG standards is part of our roadmap.
• Accessibility testing: We are currently assessing and in the progress of making our product compliant to 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.
• API: Yes
• What users can and can't do using the API: Zoho Marketing Automation provides API (Application Programming Interface) to share data to and from other applications such as Zoho CRM, and third-party applications such as, accounting, ERP, e-commerce, self-service portals and others. With this API, users can extract data in JSON format and develop new applications or integrate with their existing business applications.; ; Marketing Automation API uses access and refresh tokens for authentication purpose. Access tokens are viable for a limited time and provide access to requested resources only. There is also permission levels for each module like read, write, create, delete and update using which user action in a module can be restricted.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Zoho Marketing Automation empowers users with versatile customisation options tailored to their unique marketing requirements. These features encompass:; ; 1. Email Templates: Craft personalised templates with branding elements, images, and content, with layout, font, color, and dynamic content options.; ; 2. Automation Workflows:Design workflows to automate marketing processes, defining triggers, actions, conditions, and paths for personalized customer journeys.; ; 3. Lead Scoring: Configure custom rules to prioritize leads based on interactions with campaigns, websites, and content.; ; 4. Web Forms: Create tailored forms to capture leads, customizable in fields, layout, and styling to align with branding.; ; 5. Landing Pages: Customise pages for campaigns, adjusting layout, content, forms, and calls-to-action for optimal conversions.; ; 6. Reports and Dashboards: Build custom analytics tools for tracking metrics, with tailored filters and visualisations for actionable insights.; ; 7. Integration: Seamlessly integrate with Zoho and third-party tools, customising settings to streamline operations.; ; 8. Personalisation: Employ tokens and dynamic content for tailored messaging across emails, pages, and assets.; ; 9. Campaign Settings: Customise campaign details like scheduling, targeting, and delivery preferences.; ; 10. Permissions and Roles: Define user roles and permissions to regulate platform access effectively.

Scaling

• Independence of resources: Zoho Marketing Automation is a highly scalable platform and can handle huge loads at the same time. Millions of emails are executed on a day to day basis without any service interruption.

Analytics

• Service usage metrics: Yes
• Metrics types: Zoho Marketing Automation provides dashboards to provide service metrics such as contact lifecycle stage, raw leads, etc. The dashboard is divided into three sections – overall dashboard, email dashboard, E-commerce and SMS dashboard. ; It provides details on contacts captured, deals won, total revenue, average revenue for contact, contacts lifecycle stage
• Reporting types: Real-time dashboards

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: Users can export their data directly from the platform with just a click of a button. It can be downloaded in multiple formats such as .csv, .xls
• Data export formats:
  • CSV
  • Other
• Other data export formats: .xls
• Data import formats:
  • CSV
  • Other
• Other data import formats: .xls

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 also replicated in a separate redundant location. Data in the primary datacenter is replicated in the secondary in near real time. In case of failure of the primary DC, secondary DC can take over in a timely manner so that operations can continue smoothly with minimal or no loss of time. ; We have power back-up, temperature control systems and fire-prevention systems as physical measures to ensure business continuity. 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 post in community forum, business emails, banners in respective services.; ; Generally, annual maintenance activities would be planned during non-business hours to avoid impact to 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. These roles restrict whether the employee can view, edit, or delete any data through the management interface. ; ; The roles are provided after training the respective employees, and are subject to approval by senior managers. In addition to this, all activities on management interfaces and support channels are captured in audit logs, which are reviewed regularly for discrepancies.
• 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: ISO/IEC 27001 is one of the most widely recognised independent international security standards. This certificate is awarded to organisations that comply with ISO's high global standards. 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 , 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 Change Management procedures in place that includes Organization, Applications, Systems, Technology, and Processes 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: We have a dedicated vulnerability management process that actively scans for security threats using both certified third-party tools and in-house tools, supplemented by automated and manual penetration testing efforts. Every update to our service is reviewed to avoid vulnerabilities, manually and with automated reports.; ; Any identified vulnerability is logged and prioritised by 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 analysed 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 have a dedicated incident management team. We notify buyers of the incidents in our environment that apply to them, along with suitable actions that they may need to take. We track and close the incidents with appropriate corrective actions. Whenever applicable, we will identify, collect, acquire and provide you with necessary evidence in the form of application and audit logs regarding incidents that apply to buyers. ; ; We respond to the security or privacy incidents you report to us through incidents@zohocorp.com, with high priority. Notify individuals via email; general updates on blogs, forums, socials

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

  The energy supply for the Zoho UK’s workspace at Bletchley is derived from renewable sources, accounting for 21% of total power consumption. LED retrofits have been implemented to enhance energy efficiency throughout the building.; 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.; 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.; 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.; We've switched completely to electric vehicles for movement within the campus.

  Covid-19 recovery

  During the COVD-19 pandemic, Zoho worked to minimize the impact of COVID on our customers, other business and our local community.; 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.; 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.; 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.; We converted one of our office buildings into a temporary COVID-19 ward to accommodate citizens who were required to quarantine.; We ran Covid vaccination camps to 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:; 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 opportunity. ; 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.

  Equal opportunity

  As part of our efforts to tackle inequality, Zoho Corporation Limited have made efforts to provide equal opportunities and tackle workforce inequality.; 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.; 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.; Apart from the usual shuttle facilities, special cab service covering a certain distance is given for 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 their services.; The Hazard Identification & Risk Assessment (HIRA) Framework is followed rigorously at the premises.; We provide in-house counselling 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 provided for employees 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: £15 to £47 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Zoho Marketing Automation has a 14-day free trial period It includes, Complete contact management, Advanced segmentation, Signup forms, Advanced journey-builder and templates, Contact path tracing, Advanced email marketing, Email marketing A/B testing, SMS and Social Marketing, WhatsApp Marketing, Website behaviour tracking, Landing pages, Marketing planner, Smart URLs, E-commerce marketing.
• Link to free trial: https://www.zoho.eu/marketingautomation/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.