Encompass Life specializes in e-Learning and training solutions aimed at helping organizations effectively adopt and utilize CRM systems, specifically focusing on maximizing the success of Zoho CRM implementations. To support their mission, Encompass Life needed an intuitive e-Learning platform to deliver training content, track user progress, and measure training effectiveness. Additionally, they sought an integrated Zoho solution to manage leads, track client interactions, support users, and analyze training performance.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Chalange
Engaging e-Learning Experience: Encompass Life required an engaging, interactive platform to enhance the learning experience and ensure high retention rates.
Seamless CRM Integration: The e-Learning platform needed seamless integration with Zoho CRM for effective lead tracking, client engagement, and follow-up.
Automated Enrollment and Course Management: Automate course enrollment, certification, and progress tracking to streamline operations.
Data-Driven Insights: Track and analyze the impact of training programs to refine content, evaluate client engagement, and ensure CRM adoption success.
What did
Tecnologia do
Phase 1: e-Learning Platform Development
Design and UI/UX: Created a clean, user-centric design focused on ease of navigation, interactive elements, and gamified learning modules to enhance engagement.
Content Delivery Tools: Developed modules that support video lectures, quizzes, interactive exercises, and downloadable resources to accommodate various learning styles.
Course Progress and Certification Tracking: Implemented progress tracking for each user, along with automated certification issuance upon course completion, helping learners and managers monitor achievements.
Performance and Security Optimization: Implemented performance optimizations such as caching and CDN for fast content delivery and secure access with SSL and authentication for safe data handling.
Phase 2: Zoho Implementation
Zoho CRM Integration: Integrated Zoho CRM to capture lead information directly from inquiries and course enrollments on the website. This enabled seamless tracking of leads, prospects, and training participants.
Zoho Campaigns: Configured Zoho Campaigns to manage email marketing, including welcome emails, enrollment confirmations, progress updates, and course completion follow-ups, driving engagement throughout the learning journey.
Automated Workflows: Set up workflows in Zoho CRM for follow-ups on incomplete registrations, automated reminders, and feedback requests post-training. This streamlined communication with learners and encouraged course completion.
Zoho Desk: Integrated Zoho Desk to handle technical support and learner inquiries, ensuring quick response times and efficient case tracking.
Zoho Analytics: Implemented Zoho Analytics to monitor key metrics, including enrollment rates, course completion rates, and feedback scores, enabling Encompass Life to evaluate training effectiveness and user satisfaction.
Zoho Forms: Used Zoho Forms for custom course registration forms, capturing detailed user data for personalization and better engagement. These forms fed directly into Zoho CRM, ensuring all data was accessible and trackable.
Zoho SalesIQ: Embedded Zoho SalesIQ on the platform for real-time chat support, helping to address learner questions and increase user satisfaction.
Zoho WorkDrive: Set up Zoho WorkDrive for document storage and sharing, allowing trainers and administrators to manage training materials securely and facilitate team collaboration.
Phase 3: Testing, Launch, and Training
User Acceptance Testing (UAT): Conducted thorough UAT to validate that e-Learning functionalities and Zoho integrations worked seamlessly across devices and browsers.
SEO and Performance Optimization: Finalized performance testing and SEO enhancements to improve search engine visibility and platform speed.
Staff Training: Delivered detailed training sessions to the Encompass Life team on using Zoho CRM, Desk, and Analytics, ensuring they could manage customer relationships and analyze training data effectively.
The Results
- Higher Course Enrollment and Completion Rates: With the optimized e-Learning platform and automated reminders, Encompass Life saw a 40% increase in course enrollment
- Improved Customer Engagement: Through Zoho CRM and SalesIQ, Encompass Life achieved a 25% increase in engagement, as clients received personalized follow-ups and real-time support throughout their learning journey.
- Streamlined Communication: Automated workflows in Zoho Campaigns resulted in a 30% reduction in manual follow-up tasks, allowing the team to focus on refining course content and supporting learners.
- Enhanced Customer Support: Zoho Desk improved support response times by 45%, leading to greater learner satisfaction and fewer technical issues.
- Data-Driven Course Optimization: Zoho Analytics provided insights into learning patterns, enabling Encompass Life to refine course content, improve engagement, and optimize the e-Learning experience.
- Better Lead Conversion: With Zoho CRM's lead nurturing capabilities, Encompass Life improved lead-to-enrollment conversion by 20%, helping more learners complete onboarding and begin training successfully.
