TechStrike Case Study: Zoho CRM

At a glance

Mixed proposals managed in one CRM

Procurement tied to won deals

Tickets linked to contracts and SLAs

Renewals billed on schedule

The challenge

What TechStrike needed to fix

TechStrike is a Saudi enterprise IT and services company covering software, cloud, cybersecurity and managed services. Deals combine hardware, licences, implementation work and ongoing support contracts.

Mixed dealsOne proposal could combine hardware, licences and services.
Licence and hardware procurementDistributor purchases had to follow each won deal.
Implementation trackingProjects and tickets needed to link to the contract.
Renewals and SLAsSupport contracts, renewals and recurring invoices had to run on time.

Technician connecting cables in a server rack. Photo credit

Before and after

What changed for the team

BeforeAfter

One proposal could combine hardware, licences and services in one deal

Mixed proposals are managed as opportunities in Zoho CRM

Distributor purchases of hardware and licences had to follow each won deal

Hardware and licence orders are tied to won deals

Projects and tickets needed a clear link to the customer contract

Projects and tickets are linked to contracts and SLAs

Support contracts, renewals and recurring invoices had to run on time

Zoho Billing invoices renewals and support contracts on schedule

How it works

The business process, step by step

01
IT sales request
The sales team captures each IT sales request as an opportunity in Zoho CRM, recording what the customer needs across software, cloud, cybersecurity or managed services before a proposal is prepared.
02
Solution proposal
Account managers build the solution proposal against the opportunity in Zoho CRM, combining hardware, software licences and services such as implementation and ongoing support in a single proposal.
03
Procurement
When a deal is won, the procurement team orders hardware and licences through Zoho Inventory. Distributor licence purchases are recorded against the deal, and hardware serial numbers are tracked to the customer.
04
Implementation
Delivery work is opened as an implementation project in Zoho Projects or as a ticket in Zoho Desk, and both stay linked to the customer's contract so the team works against what was sold.
05
Renewal and SLA
Support contracts and their SLAs are tracked so the service desk can check each Zoho Desk ticket against the contract. Renewal dates stay visible so contracts can be renewed on time.
06
Recurring invoice
Zoho Billing raises recurring support and subscription invoices on schedule, including renewals, and the transactions are recorded in Zoho Books, which handles the accounts and VAT.

The solution

What we built for TechStrike

Shyphan delivered the project on Zoho CRM, Zoho Books, Zoho Projects, Zoho Desk, Zoho Inventory and Zoho Billing, covering a 6-step process with 4 integration points.

Opportunities and solution proposals

Zoho CRM interface — Zoho CRM product screenshot, for illustration

Hardware serials and licence purchasing

Zoho Inventory interface — Zoho Inventory product screenshot, for illustration

Implementation projects

Zoho Projects interface — Zoho Projects product screenshot, for illustration

Service desk tied to contracts and SLAs

Zoho Desk interface — Zoho Desk product screenshot, for illustration

Recurring support and subscription invoices

Accounts and VAT

Who uses it

Sales and account managers

Capture IT sales requests and build mixed proposals for hardware, licences and services in Zoho CRM.

Procurement

Order hardware and licences from distributors in Zoho Inventory and record serial numbers against each customer.

Implementation team

Deliver implementation projects in Zoho Projects, working to the scope of the won deal and the customer contract.

Service desk

Handle support tickets in Zoho Desk, checking each one against the customer's contract and agreed SLA.

Finance

Run recurring support and subscription invoices in Zoho Billing and manage the accounts and VAT in Zoho Books.

Architecture

How the systems connect

InputsDistributor licence feedsHardware serials

Delivered by Shyphan

OutputsRecurring invoicesContract SLA checks

Integrations

Distributor licence feeds
Licence purchases recorded against deals.
Hardware asset serials
Serial numbers tracked to the customer.
Service desk to CRM contracts
Tickets checked against the contract.
Recurring support billing
Renewals invoiced automatically.

Reports and dashboards

Opportunity pipeline

Open IT sales opportunities and solution proposals in Zoho CRM, grouped by stage.

Procurement against deals

Hardware and licence orders in Zoho Inventory, matched to the won deals they were bought for.

Tickets and SLAs

Open service desk tickets in Zoho Desk alongside the contract and SLA each one falls under.

Renewals and recurring billing

Upcoming contract renewals and recurring support invoices scheduled in Zoho Billing.

The results

What the system does now

Mixed proposals managed in one CRM
Procurement tied to won deals
Tickets linked to contracts and SLAs
Renewals billed on schedule

Delivery

Five phases, discovery to support

01
Discovery
Process mapping, documents and data reviewed with each team.
02
Design
Target flow agreed across 6 apps and 4 integration points.
03
Build
Apps configured, custom logic built and integrations connected.
04
Test and train
User acceptance testing with real scenarios and role-based training.
05
Go-live and support
Cut-over, hypercare and ongoing improvements.

Local rules built in

ZATCA e-invoicing

Fatoora-format tax invoices with XML and QR, cleared or reported as required.

15% VAT

Standard, zero-rated and exempt supplies mapped, with return-ready reports.

Saudi PDPL

Personal data kept to what the process needs, with role-based access.

Arabic and English

Bilingual documents where customers and authorities expect them.

FAQ

Questions about this project

How are mixed hardware, licence and service deals handled?

Each deal is managed as an opportunity in Zoho CRM, where one solution proposal can combine hardware, licences and services. When the deal is won, procurement in Zoho Inventory and delivery in Zoho Projects or Zoho Desk follow from the same record.

How are hardware serial numbers tracked?

Hardware is purchased through Zoho Inventory, where serial numbers are recorded and tracked to the customer who received the equipment. Distributor licence purchases are also recorded against the deal, so it is clear what was bought for each customer.

How do support tickets relate to contracts?

The service desk runs in Zoho Desk and is tied to the customer contracts and SLAs held in Zoho CRM. When a ticket comes in, it is checked against the contract, so the team knows what support the customer is entitled to.

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TechStrike

What TechStrike needed to fix

What changed for the team

The business process, step by step

IT sales request

Solution proposal

Procurement

Implementation

Renewal and SLA

Recurring invoice