Renewals Tracker System Implementation for IMC
Overview
Intuit Management Consultancy (IMC), a global advisory firm, encountered difficulties in managing visa operations across its offices in India, Singapore, and Dubai. The Renewals Tracker, developed using Zoho Creator, helped streamline operations, automate workflows, and ensure timely renewals, reducing manual errors and improving customer retention.
Key Takeaways:
- Consolidated all renewal-related data into one streamlined system.
- Automated key workflows, including renewal reminders and escalations.
- Provided real-time insights and customized reporting tools for management.
Executive Summary
IMC delivers cross-border advisory services to help businesses navigate regulatory frameworks. With operations in India, Singapore, and Dubai, With a growing client base, managing renewal timelines, tracking status, and ensuring compliance with renewal agreements became increasingly difficult. Manually tracking renewals led to missed deadlines and inefficiencies in handling renewals for a large number of clients.
Problem Statement and Key Challenges
IMC encountered several issues while managing renewals:
- Manual Tracking: Renewal data was managed through spreadsheets, making it prone to errors and inefficiencies.
- Missed Deadlines: Without an automated reminder system, renewal deadlines were often missed, impacting customer satisfaction and retention.
- Compliance Risks: Inconsistent renewal management led to challenges in ensuring clients were compliant with terms.
- Lack of Visibility: Teams lacked a consolidated view of upcoming and overdue renewals, leading to missed opportunities for upselling or re-engaging clients.
Problem Statement and Key Challenges
IMC encountered several issues while managing renewals:
- Manual Tracking: Renewal data was managed through spreadsheets, making it prone to errors and inefficiencies.
- Missed Deadlines: Without an automated reminder system, renewal deadlines were often missed, impacting customer satisfaction and retention.
- Compliance Risks: Inconsistent renewal management led to challenges in ensuring clients were compliant with terms.
- Lack of Visibility: Teams lacked a consolidated view of upcoming and overdue renewals, leading to missed opportunities for upselling or re-engaging clients.
Evaluation of the Problem
Xponential Digital conducted a thorough evaluation of the company’s renewal processes, uncovering the following issues:
- Manual Processes: The reliance on spreadsheets and manual tracking led to delays and missed renewals.
- Lack of Automation: Without automated reminders, renewals were processed too late, and customers were at risk of being out of compliance.
- Disconnected Teams: Different teams (sales, operations, and compliance) worked in silos, making coordination challenging.
This evaluation emphasized the need for a comprehensive, automated renewal management system.
Proposed Solution
A customized PRF application was built using Zoho Creator, which automated and streamlined the entire process. The solution included:
Setup and Configuration
We utilized Zoho Creator to design a tailored Renewals Tracker system for IMC. The system was configured to:
- Track and store all renewal data in one centralized platform.
- Define user roles for different teams, including HR, sales, and operations, with specific access permissions.
Workflow Automation
Zoho Creator was used to automate key processes:
- Automated Reminders: Timely reminders were set for renewal deadlines to ensure clients were notified in advance.
- Escalation Workflows: If a renewal was missed or overdue, the system automatically escalated the issue to the relevant team members for follow-up.
Dashboard Design
A customized dashboard was created within Zoho Creator to provide an at-a-glance overview of renewal statuses:
- Real-Time Tracking: Dashboards displayed live data on upcoming, pending, and overdue renewals across regions.
- Customization: The design was tailored to meet the specific needs of IMC, ensuring the dashboard was intuitive for all teams.
Reporting Tools
We implemented custom reporting tools to support management and compliance requirements:
- On-Demand Reports: Managers could generate reports on renewal progress, upcoming renewals, and any pending actions.
- Scheduled Reports: Regular, automated reports helped teams stay updated on key metrics like renewal rates and compliance status.
Data Migration
We migrated all relevant data from spreadsheets and legacy systems into Zoho Creator, ensuring
- Accurate data transfer.
- Clean validation processes to maintain consistency and reliability of renewal data.
Implementation
The system was developed and rolled out in four phases over the course of four months:
- Planning and Design: Understanding requirements and configuring the system.
- Development: Customizing the Zoho Creator platform to meet specific needs.
- Testing and Feedback: Conducting rigorous testing to identify and resolve issues.
- Rollout: Deployment of the system across all relevant teams.
- Interactive training sessions were conducted for all team members to ensure a smooth transition.
- Comprehensive user guides and quick-reference materials were provided for ongoing use.
- Post-deployment support was provided to refine the system based on user feedback.
- Custom features were developed to accommodate unique needs across different regions.
Results
- Operational Efficiency: Automating renewal reminders and escalation workflows significantly reduced the manual effort involved in tracking renewals.
- Improved Compliance Management: The system’s automated reminders and tracking ensured on-time renewals, reducing compliance risks.
- Better Coordination: The centralized system improved collaboration between teams, resulting in quicker follow-ups and resolution of issues.
- Scalability: The solution was designed to easily scale, supporting IMC as it expanded its client base and service offerings.
Customer Quote:
“Xponential Digital , With Zoho Creator, we have transformed how we manage renewals. The system’s ability to automate processes, send reminders, and provide real-time insights has not only improved our efficiency but also strengthened our customer relationships. This solution has been a game changer in managing our renewals seamlessly across regions.”
– IMC Group
