Demystifying Ecommerce Operations: How ChannelSight Transformed Their Business

In today's cutthroat digital marketplace, brands struggle to capture fleeting consumer attention and drive conversions. ChannelSight is a data-driven eCommerce intelligence platform guiding businesses through the labyrinth of ecommerce with data-driven insights. Their comprehensive platform delves into the intricacies of product performance and conversion optimization across diverse channels, empowering brands to maximize visibility, engagement, and sales. Through granular purchase tracking, conversion analysis, and comprehensive Digital Shelf Analytics, brands gain unparalleled visibility into their online presence, unlocking actionable insights for continuous improvement.

Embracing a customer-first approach

Driven by a customer-centric design thinking approach, and underpinned by data, architecture and the transformative power of Zoho, ChannelSight had ambitious plans to further enable commercial growth, drive operational efficiencies and create amazing experiences for its manufacturing partners, dealers and end customers.

Digital transformation platform for achieving synergy

ChannelSight, recognizing the crucial role of seamless digital experiences for partners and customers, embarked on a strategic collaboration with CBOSIT to leverage the power of Zoho Solutions. By implementing a customized Zoho solution, ChannelSight wanted to address several key opportunities, including tackling complexities in product pricing, quotation, product management, and service delivery. Leveraging their expertise, CBOSIT identified the following opportunities for ChannelSight to streamline and optimize their business processes:

• Pricing & Product Friction: Inconsistent complexities hampered effective quote pricing, product management, and service delivery.

• Project Management Silos: The use of both Jira for project management and a separate CRM platform for sales resulted in disconnected communication.

• Lead Management Discrepancies: Siloed marketing efforts on HubSpot and sales activities within the CRM caused inconsistencies in lead management.

• Suboptimal Zoho Utilization: Unoptimized Zoho processes lacked defined policies and Processes, clear KPIs, and robust HR management capabilities.

• CRM Challenges: New opportunities, expansions, and renewals encountered difficulties within the CRM system and their existing business process was not flexible enough to accommodate the new products of the organization.

• SOW Management Complexities: Multiple SOW versions, conflicting info, and manual processes created complexity, errors, and hampered clarity, risking client disputes. 

  
  

Partnering to deliver a cloud based digital experience

“ChannelSight and CBOSIT embarked on a transformative journey of CRM, sales, and customer experience digitalization. This journey, fueled by a true partnership, leveraged an agile approach where both teams actively contributed to the vision, solution design, and delivery. Through our collaborative efforts, we've painted a clear picture of our transformation goals and worked hand-in-hand to achieve them.”

To truly deliver on ChannelSight’s vision which was established during the “Discovery” Phase, the CBOSIT team went on to provide the following six solutions:

Data-Driven Pricing

CBOSIT recognizing the complexities of diverse markets, implemented an automated pricing model, which automated the list price and discounting for all sales-reps. Zoho CRM's custom fields and automation capabilities were utilized to automate calculations and ensure consistent, data-driven pricing across the board. This empowered both ChannelSight and their partners with transparency and accuracy.

Streamlined CRM with Hubspot Integration

To eliminate inconsistencies and enhance efficiency, CBOSIT integrated HubSpot seamlessly with ChannelSight’s Zoho CRM. Utilizing a bidirectional data flow, this integration streamlines new expansion and renewal processes, ensuring all teams have access to real-time information. It's like having a single, unified view of the customer journey, minimizing errors and delays.

Data-Driven Decisions with Zoho Analytics

Moving beyond gut feeling, CBOSIT empowered ChannelSight to make data-driven decisions by defining department-specific KPIs within Zoho Analytics. By leveraging customizable dashboards and insightful reports, team leaders could track real-time performance metrics, identify areas for improvement, and adjust strategies accordingly. This data-driven approach fostered accountability and optimized overall performance.

Effortless Leave Management with Zoho People

Simplifying HR processes, Zoho People optimized the leave policy management. Automated workflows streamlined approvals, reduced administrative burden for HR, and empowered employees with self-service leave management. Imagine streamlined requests, automated calculations, and reduced paperwork – a win-win for everyone!

Dynamic SOW Management

Eliminating confusion and ensuring clarity, CBOSIT developed a unified contract template that dynamically adapts to different service selections. Built within Zoho CRM, this template automatically populates relevant clauses and terms based on specific needs, reducing errors and simplifying SOW creation.

Embracing the data-driven approach

“This marks a transformative leap for ChannelSight, propelling us closer to our strategic vision. We’ve achieved significant operational improvements, empowering our team to serve partners and customers more efficiently and effectively. Moreover, the interconnected system fosters a holistic understanding of each customer, unlocking new perspectives and strengthening relationships.”

Unlocking Growth

Through a collaborative partnership with CBOSIT, ChannelSight embarked on a journey of transformation, embracing a data-driven, efficient, and customer-centric approach. By tackling key operational challenges, these solutions unlocked significant improvements:

• Task efficiency soared by 5x, freeing up resources for strategic initiatives.

• Instantaneous quote generation enabled faster deal closing and a competitive edge.

• Agile contract management streamlined processes, reduced errors, and boosted efficiency.

• Seamless cross-team collaboration facilitated by real-time data improved project success and communication.

• Live task visibility within the CRM enhanced accountability and transparency, driving team performance.

 At the Forefront of Change

ChannelSight, together with CBOSIT, stands as a shining example of how data-driven intelligence can illuminate the path to ecommerce success. By equipping brands with powerful tools and actionable insights, they empower them to navigate the complexities of the online landscape with confidence. As the digital age continues to evolve, ChannelSight remains at the forefront, poised to lead brands to victory with their innovative solutions, Zoho’s comprehensive suite, and CBOSIT's implementation expertise.