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A brief comparison between SalesForce 360 and Zoho One

Article by waheed in  - December 9, 2020

This blogs covers a comparative analysis between the features and price plans of SalesForce 360 and Zoho One business tools.

SalesForce Customer 360

SalesForce 360 is a business management tool that enables the companies and organizations to connect dozens of SalesForce applications to create a unified platform for customers. SalesForce 360 was first introduced at Dreamforce 2018 and what is does basically is that it incorporates the functionality of MuleSoft to enable the companies to integrate a number of applications, data sources and other resources such as operating devices across any cloud service or on local/in house servers. SalesForce 360 is an advanced version of customer data platform that has additional capabilities to incorporate the valuable practices of an effective customer relationship management software along with the consumer-scale data management and activation. SalesForce 360 comes with numerous business management and analytics tools and a brief description of these features will be covered here. Following is the complete set of solutions that SalesForce 360 can integrate to your business model and optimize its effectiveness rapidly.

  • Sales
  • Service
  • Marketing
  • Commerce
  • Analytics
  • Integration
  • Platform
  • Learning
  • Employees
  • Artificial Intelligence
  • Single Source of Truth
  • Sustainability

Features of SalesForce 360

The data unification and consent management allows the companies and organization to collect and unify the entire information or data set of their customers into a single platform that not only increases the effectiveness of that data but also offers rich and comprehensive customer insights for future interactions. This data sets comprises of both the known as well as unknown information such as cookies and first party referral IDs. The SalesForce 360 consent management functionality enables the companies to acquire customer consent as part of their marketing campaigns such as through email marketing or digital advertising campaigns.

SalesForce 360 tools offer your company to devise a personalized customer engagement framework. As soon as your company identifies a prospective lead, it can activate customer data ID across marketing, commerce, and service. In this way, your organization or business can deliver not only a unified but also a perpetual experience to your customers or consumers and prospective audience across all of your marketing channels. It also enables the company to retain the existing customers for longer periods of time.

One of the effective customer data management tool offered by SalesForce 360 is called Segmentation. Advanced audience segmentation empowers the companies with the capabilities to identify and classify different classes and categories of audience so that the company can deal with different groups of prospects differently based on certain classifications such as their demographics, records of past interactions or any other such factors. For instance, a company offering unisex products can create a class of audience based on their gender and observe whether the tendency of purchase is greater by men or by women based on the web browsing activities of the visitors on your websites. Subsequently, this data classification can be used in combination with the sponsored digital marketing campaigns to target just the right audience.

 One of the hallmark features of SalesForce 360 is called Einstein Insights. Einstein Insights is that part of SalesForce 360 tool which uses the latest artificial intelligence technology to assist the companies in determining the customer behaviour based on their past interactions with your company. It enables the companies to analyse and predict as to how and when is the right time to interact or engage with a certain prospect so as to increase the effectiveness of communication in terms of customer loyalty and business performance. Einstein integration continuously updates the customer profiles based on latest data captures through different sources such as ad-clicks by a customer, web browsing patterns of a customer, search history of a customer on your website or the past purchase records of a certain lead. This data is used by Einstein AI tool to generate valuable analytics and helps the companies generate effective recommendations to the audience, drive traffic, increase the engagement of customers on your website, decrease the bounce rate of visitors, simplify the user journey mapping on the website and consequently gain customer loyalty and satisfaction to retain them for long.

Some of the latest records prove that the companies and organization using SalesForce Customer 360 tools observed the following effectiveness rates

  • 72% of customers using more than one app report improved time to ROI.
  • 95% with 2+ apps report improved efficiency and productivity.
  • 96% say they have met or exceeded ROI expectations.

In the nutshell, SalesForce Customer 360 is one of the latest customer relationship management (CRM) system that enables your company to connect to your customers in a more intelligent way by uniting sales, service, marketing, commerce, IT, and analytics.

Zoho One

Zoho claims that Zoho One is their biggest market launch ever. Zoho One is known to span the greatest number of products ever done by Zoho and is said to be the greatest value addition framework devised by the platform of Zoho. Zoho One offers a wide range of applications and extensions that can be integrated with the existing software and tools just like SalesForce Customer 360 cohesive model. Zoho One comes with around 35 web applications along with another 35 mobile applications. The catch is that all of these apps are designed to function under a single sign on, a feature that not only reduces the customer journey across the applications but also increases the accessibility of these apps. Single sign on provides you with the feasibility of managing your workplace frameworks through a centralized administration and monitoring, rendering it an ideal operating system design for any business of any size. Zoho One is a unified customer relationship management CRM platform functioning with the interactions almost as many as 400 across different applications. Zoho One has linked sales and customer care processes so that the company can develop an insight to know everything about every customer – all under the same platform. A number of sales protocols such as order fulfilment, tracking of invoices, collection of payments, ever updated inventory and balance of accounts can be automated with the implementation of Zoho One CRM application. Zoho One has a large number of products to offer that have been grouped into various classes and categories. A brief overview of these products is listed below.

CRM – A complete unified CRM platform with different analytics and insights tools

Sales IQ – The conversion of website visitors into customers can be made easy through the integration of Sales IQ.

Contact Manager – Offers an absolute contact management with accessibility across all the applications.

Sales Inbox – Lets you generate emails for sales representatives.

Desk – Enables your company to design and manage the customer services effectively to sendout the message of care to your customers.

Books – Offers quick and smart accounting tools for the growth of your business.

Social – This integration offers an all in one social media management software to manage your social profiles and their associated campaigns for a number of independent channels from a single platform.

There is a large number of such features offered by Zoho One. All of these many collaboration tools are grouped under the following categories to offer an optimized CRM platform for your business needs.

  • Sales
  • Marketing
  • Support
  • HR
  • Accounting
  • Operations

Sales - Zoho One gives your sales team a comprehensive set of tools to sell efficiently across channels with a structured and repeatable sales process that takes you from lead to cash. Zoho CRM enables you to sell across a number of channels. A sales process is a series of repeatable and predictable steps that you can improve over time. Zoho One helps you structure and automate your sales process for faster growth. Productive sales teams require more than a list of leads to call. Zoho One gives your sales team extra tools to stay motivated and connected with your organization.

Marketing - Zoho One gives your marketing team a comprehensive set of tools to build your presence, send prospects the right messages, and get great returns on your marketing budget. There are multiple ways to engage prospects and customers. Zoho One gives you the tools to be in the right place, to say the right thing at the right time in the form of email marketing, custom forms, surveys, social media presence, and live chat options. Zoho one lets you automate your marketing processes with visual customer journeys so that you can optimize these paths for better effectiveness.

Support - Zoho One gives your support team a comprehensive set of tools to field support requests across channels, resolve problems quickly, and improve customer satisfaction. Every customer has a preferred way to seek assistance. Zoho One gives you the tools to support customers across channels while managing every request from one place. These functionalities include but are not limited to email support, direct call help desk, turning social media posts into ticket based support requests, integration of live chat options across channels, and remote assistance options to resolve the customer query by acquiring the control over the client’s system remotely to get the job done.

HR - Zoho One gives your organization a comprehensive set of tools to find new talent and empower employees. Growing businesses depend on hiring new people. Zoho One gives you tools to find the right people for the right jobs. These variety of HR tools work in the form of creating jobs posting them to different job boards, automatically turning submitted resumes into searchable candidate records (Resume Parsing), creating and sending offer letters for digital signatures. Internal Social Network tool enables your employees to create work channels for accessibility requirements. It also enables the employees to collaborate with different colleagues across different groups and channels.

Accounting - Zoho One gives your organization a comprehensive set of tools to organize your finances, track payables, and manage bills and expenses. If you want to keep on top of your finances, then you have to keep them organized. Zoho One gives you accounting tools to categorize transactions, track cash flows, and monitor your financial health. Zoho enables your company to create and send out the estimates to the relevant parties also lets you Create and send partial, project-based, or recurring invoices. Transaction matching option lets you match payments with invoices to keep an accurate record of accounts. Knowing where your money goes is just as important as knowing where it comes from. Zoho One gives tools to manage all your payables, from vendor bills to employee expenses. Zoho One apps let you scan the receipts and manage expenses on mobile devices and the web. You can also create and send out the purchase orders to maintain a synchronous transparency regarding the essential purchases to ensure the deliverables.

Operations - Zoho One gives you tools to fulfil orders and deploy services quickly to meet customer expectations.Once a purchase is made, orders need to be processed.Zoho One enables its client companies to manage their orders from purchase till the delivery. Zoho One lets you manage your inventory and orders across channels both offline and online and in this way offer you to initiate multi-channel selling so as to increase the net yields of the company. You can also use the Resource Utilization option of Zoho One whereby you can create Gantt charts and allocate resources to different milestones and optimize the performance. Different tools fit different types of projects and management styles. Zoho One gives you a range of project management tools to find the best way to get more stuff done. These tools include Waterfall Project Management, Agile Project Management, and Task Boards. The Waterfall Project Management enables you to break projects into milestones, task lists, and tasks for a dedicated outcome based segmented flow of work. Agile Project Management enables to you create sprint based project deliverables to manage on-going projects. Task Boards let you manage smaller projects with kanban task boards.

Apart from all of these pre-designed web and mobile apps integrated over a unified platform to establish an effective CRM for your business, Zoho One also offers its clients the development of custom apps for unique processes. It gives you tools to create custom apps, integrations, and dashboards to increase your competitive advantage.

Zoho One is available at $30 a month—or just about a dollar a day, per employee. International prices are very similar. You must get a license for each one of your employees. There are no hidden prices, wily clauses, or sneaky upgrades. You get everything you need to run your business at that one price. However, Zoho CRM is divided into three product categories or plans that are standard, professional, and enterprise. Each of these plans vary from the other based on features and support. The price of these plans is not fixed and is rather calculated calculated per user, per month. In contrast to the pricing plans of Zoho, Salesforce has a rather different pricing strategy. SalesForce 360 enables it customers to choose from a wide category of products that they may deem essential for the growth of the business and price is calculated in the end for each of the chosen products separately. You can click here to have an overview about the product based price plan of SalesForce. In a rough comparison though, SalesForce 360 is far too expensive in terms of fiscal means as compared to Zoho One products that offer quite a many functionalities as SalesForce does. Compared to Salesforce CRM’s Unlimited edition, Zoho enterprise plan is almost 90 percent less expensive. Zoho also stands apart in that it offers month-to-month billing in addition to annual billing. The final decision however depends upon the requirements of your business as well as the resource allocated for acquiring a business management framework. SalesForce 360 is an advanced framework of functionalities with a greater prospects regarding customizations whereas Zoho One is a cost effective solution set offering greater number of solutions for small scale businesses as compared to the cost it charges for these solutions.

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