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
User Education: Many potential users were unfamiliar with the PACE financing model, so the site needed to effectively communicate benefits, eligibility, and how the program works.
Data Collection and Management: Capturing and securely storing customer data and application details was crucial for both user engagement and regulatory compliance.
Application Tracking: Implementing an easy-to-use system for tracking the status of applications while ensuring customer data privacy.
Process Automation: To enhance operational efficiency, Florida PACE needed automated workflows for application follow-up, lead nurturing, and customer support.
What did
Upwise do
Phase 1: Website Design & Development
Design and User Experience (UX): Created a clean, professional layout with straightforward navigation, emphasizing key program benefits and eligibility requirements.
Interactive Tools: Developed calculators and interactive forms to help users estimate potential savings, check eligibility, and start applications. A “Find Your Contractor” tool was added to connect users with certified PACE contractors.
Content Strategy: Focused on producing SEO-optimized content around energy efficiency, PACE financing benefits, and success stories, positioning Florida PACE as a trusted resource.
Performance and Security: Implemented page caching, image compression, and an SSL certificate for secure, fast-loading pages, enhancing both UX and search rankings.
Phase 2: Zoho Implementation
Zoho CRM Integration: Integrated Zoho CRM with the website to capture lead data directly from online applications and inquiries. This enabled a streamlined lead qualification process, with potential leads segmented based on eligibility, region, and financing interest.
Zoho SalesIQ: Embedded Zoho SalesIQ to provide live chat support, allowing customer service representatives to assist visitors in real-time and address any questions, which helped increase engagement and lead capture.
Automated Workflows: Configured workflows in Zoho CRM to automate follow-ups on incomplete applications, ensuring potential applicants received reminders and additional guidance if needed.
Zoho Forms: Deployed Zoho Forms for loan applications, capturing detailed applicant information and feeding it into Zoho CRM. This allowed the Florida PACE team to manage applications centrally, with each stage of the application process easily trackable.
Zoho Desk: Integrated Zoho Desk to handle customer support requests, ensuring prompt responses and the ability to track inquiries over time. This improved overall customer service and case resolution times.
Zoho Books: Used Zoho Books for streamlined invoicing and payment tracking, allowing Florida PACE to manage financial transactions with approved contractors efficiently and reduce manual accounting work.
Zoho Analytics: Set up Zoho Analytics to monitor and analyze program performance, tracking metrics like application volume, conversion rates, and customer satisfaction scores. These insights helped Florida PACE adapt strategies based on data trends.
Phase 3: Testing, Launch, and Training
User Acceptance Testing (UAT): Conducted extensive testing to ensure all website features and Zoho integrations functioned correctly across devices and browsers. A focus was placed on testing application forms, data accuracy, and automation workflows.
SEO and Performance Optimization: Ran SEO and load-time tests to optimize the website for fast load times and search engine ranking.
Team Training: Provided comprehensive training sessions for the Florida PACE team to ensure they could effectively use Zoho CRM, Desk, and Analytics for ongoing operations and customer interactions.
The Results
- Increased Application Submissions: With the new website design and simplified application forms, Florida PACE saw a 35% increase in online application submissions within the first quarter post-launch.
- Enhanced Lead Conversion: Zoho CRM’s lead nurturing capabilities helped the Florida PACE team follow up with qualified leads more effectively, resulting in a 25% increase in lead-to-application conversion rates.
- Faster Customer Support: With Zoho Desk, average response times improved by 40%, and case resolution times decreased by 30%, leading to higher customer satisfaction.
- Zoho CRM: Streamlined lead management and automated follow-up processes, increasing application conversion.
- Zoho SalesIQ: Enhanced user engagement through real-time support, boosting lead capture.
- Zoho Desk: Centralized support management for faster response and improved customer service.
- Zoho Books: Simplified financial operations, enhancing contractor and partner relations.
