Zetta Technologies Case Study: Zoho CRM

At a glance

Every device tracked to its customer

Subscriptions billed automatically

Tickets checked against SLAs

Returns refurbished back into stock

The challenge

What Zetta Technologies needed to fix

Zetta Technologies is a Saudi Device-as-a-Service provider that leases and manages device fleets for companies. Each device is assigned to a customer, billed periodically, supported and eventually returned and refurbished.

Device-level trackingEvery leased device had to be tracked by serial and customer.
Subscription billingCustomers paid periodically for devices and services.
Support and RMATickets had to check device SLAs and handle swaps.
Returns and refurbishmentReturned devices went back into stock after refurbishment.

Computer monitor showing data charts and tables. Photo credit

Before and after

What changed for the team

BeforeAfter

Every leased device had to be tracked by serial and customer

Each device tracked by serial to its customer in the asset register

Customers paid periodically for their devices and services under subscription

Recurring subscription invoices raised automatically in Zoho Billing

Tickets had to check device SLAs and handle swaps

Zoho Desk tickets checked against the device record and its SLA

Returned devices had to go back into stock after refurbishment

Returns refurbished and put back into Zoho Inventory stock

How it works

The business process, step by step

01
Corporate lead
A corporate lead is captured in Zoho CRM against the company's account, giving the sales team one record for the customer before devices and services are discussed and quoted.
02
Devices and subscription quote
Sales prepares a Device-as-a-Service quote in Zoho CRM covering the devices and the subscription for services. When the customer accepts the quote, it becomes a subscription in Zoho Billing.
03
Asset assignment
Devices are assigned to the customer by serial number. Stock is drawn from Zoho Inventory, and the assignment is recorded in the Zoho Creator asset register for that customer.
04
Delivery
The assigned devices are delivered to the customer. Because each serial is already linked to the account in the asset register, the team can see which devices are with which customer.
05
Periodic billing
Zoho Billing raises recurring subscription invoices for the devices and services on the agreed cycle, so customers are billed automatically, while accounts and VAT are kept in Zoho Books.
06
Support, RMA and return
Support tickets in Zoho Desk check the device record and its SLA. Faulty devices are handled through RMA and swapped, and returned devices are refurbished and put back into stock.

The solution

What we built for Zetta Technologies

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

Corporate accounts and DaaS quotes

Zoho CRM interface — Zoho CRM product screenshot, for illustration

Device stock by serial

Zoho Inventory interface — Zoho Inventory product screenshot, for illustration

Asset register per customer

Zoho Creator interface — Zoho Creator product screenshot, for illustration

Tickets against device SLAs

Zoho Desk interface — Zoho Desk product screenshot, for illustration

Recurring subscription invoices

Accounts and VAT

Who uses it

Sales team

Manage corporate accounts and prepare Device-as-a-Service quotes in Zoho CRM that become subscriptions once accepted.

Operations team

Assign devices by serial from Zoho Inventory, record them in the asset register and arrange delivery to customers.

Support team

Handle tickets in Zoho Desk, check each device's SLA, and manage RMA swaps and returns for refurbishment.

Finance

Run recurring subscription invoices in Zoho Billing and keep accounts and VAT in Zoho Books.

Architecture

How the systems connect

InputsDevice management feedSupport tickets

Delivered by Shyphan

OutputsSubscription invoicesDevice assignments

Integrations

Quote to subscription
Accepted quotes become subscriptions.
Serial assignment
Devices assigned by serial.
Ticket to device SLA
Support checks the device record.
Device management feed
Device data linked via APIs.

Reports and dashboards

Asset register by customer

Devices assigned to each customer by serial number, from the Zoho Creator asset register.

Device stock by serial

Devices in Zoho Inventory, including refurbished returns available to assign again.

Subscriptions and recurring invoices

Active subscriptions and their recurring invoices in Zoho Billing for each corporate customer.

Support tickets and SLAs

Open tickets in Zoho Desk with the device and SLA each one is checked against.

The results

What the system does now

Every device tracked to its customer
Subscriptions billed automatically
Tickets checked against SLAs
Returns refurbished back into stock

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 does Zetta Technologies know which device is with which customer?

Each device is held in Zoho Inventory by serial number and assigned to a customer in the Zoho Creator asset register. Device data from the device management system is linked through APIs, so the register shows which serials sit with each account.

How are Device-as-a-Service subscriptions billed?

When a customer accepts a Device-as-a-Service quote in Zoho CRM, it becomes a subscription. Zoho Billing then raises recurring subscription invoices for the devices and services, while accounts and VAT are kept in Zoho Books.

What happens when a device fails or is returned?

The customer raises a ticket in Zoho Desk, and support checks the device record and its SLA. Faulty devices go through RMA and can be swapped. Returned devices are refurbished and put back into stock, ready to be assigned again.

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Zetta Technologies

What Zetta Technologies needed to fix

What changed for the team

The business process, step by step

Corporate lead

Devices and subscription quote

Asset assignment

Delivery

Periodic billing

Support, RMA and return