Zoho CRM Developer

Zoho CRM Developer: Build a Support Agent Call System + Conversion Tracking Dashboards Category: CRM Development / Zoho Specialist Engagement: Fixed-price (milestone-based) or hourly, open to either Experience level: Intermediate to Expert Estimated duration: 3–6 weeks About us We run a financial / trading-style platform with a customer base primarily in New Zealand and Australia. New customers go through a KYC (Know Your Customer) verification step and are expected to make a first deposit. We already sync our database user and customer records into Zoho CRM, including fields such as KYC status and deposit date. We have a small support team (currently 2 agents) whose job is to call and email two segments of customers: 1. Failed / incomplete KYC - to help them complete verification. 2. No deposit yet - to encourage their first deposit. We use JustCall for outbound calling and already sync JustCall activity. What we're missing is the workflow and reporting layer on top of Zoho. We want a clean, repeatable system that tells agents whom to call each day and measures whether their outreach actually converts. What we need built 1. Daily call/work lists for agents - An automated, refreshed-daily view (or queue) inside Zoho CRM that produces the list of customers each agent should contact that day. - Two list types: "Failed KYC" and "Not Deposited". - Logic to distribute/assign records between the two agents (e.g., round-robin, by region NZ/AU, or by owner; we're open to your recommendation). - Sensible rules for re-contact cadence (e.g., don't show the same customer every day; respect "called X times", "last contacted date", "do not call", time-zone-appropriate call windows for NZ/AU). - Should automatically drop customers from the list once they've converted (KYC completed / deposit made). 2. Activity tracking - Track all outreach per customer and per agent: calls made, call outcomes/dispositions, emails sent, and any follow-up notes. - Calls should tie back to the JustCall activity we already sync (so agent stats reflect real calls, not just manually logged ones). - Each activity should be attributable to a specific agent and a specific list type (KYC vs deposit campaign). 3. Conversion tracking (important: please read carefully) We need to measure not just activity, but outcomes. Specifically: - Deposit conversion: If a customer is contacted from the "Not Deposited" list and their deposit date is after the date of that contact, the system should automatically mark that outreach/customer as "Converted / Completed", and attribute the conversion to the agent who made the contact. - KYC conversion: Similarly, if a customer from the "Failed KYC" list later shows KYC status = completed/verified" after the contact date, mark as "Converted". - Conversions should be timestamped and attributed so we can see which agent drove which result, and within what time window after contact. - The core rule to implement: contact happens → outcome event (deposit / KYC) happens afterward → attribute the conversion to the agent and the campaign.* Please make the attribution window configurable (e.g., credit a conversion if the deposit happens within N days of the call). 4. Dashboards & reporting - Per-agent dashboards and a combined/team dashboard, showing at minimum: - Number of calls made, emails sent (daily/weekly/monthly). - Call outcomes/disposition breakdown. - Number and % of customers converted (KYC completed, deposits made). - Conversion rate per agent and per campaign (KYC vs deposit). - Trends over time. - Filterable by "date range, agent, region (NZ/AU), and list type". - Built natively in Zoho (Zoho CRM Analytics / Zoho Analytics), tell us which you recommend and why. 5. Telephony evaluation (deliverable: a short written comparison) We currently use JustCall integrated with Zoho, but we want to make an informed decision. Please provide a concise written comparison of Zoho Telephony (built-in / PhoneBridge) vs JustCall + Zoho integration, covering: - Pricing/rates - especially outbound call rates and number costs for New Zealand and Australia, per-user/licensing costs, and any add-on fees. - Features & benefits - call recording, click-to-call, auto-logging, IVR, power/auto-dialer, local NZ/AU caller ID, SMS. - Limitations - anything that would hurt a 2-agent outbound team calling NZ/AU customers (call quality, deliverability, reporting depth, integration gaps). - A clear recommendation for our use case. *(This can be a 1–3 page document or a slide - we mainly want a clear, honest, side-by-side view.) 6. Documentation & handover - Short admin/agent documentation (how lists refresh, how conversion is calculated, how to read the dashboards). - A walkthrough/handover call. Our current setup (what already exists) - Zoho CRM with customer records synced from our database. - Synced fields include KYC status and deposit date (we can share the full field list with shortlisted candidates). - JustCall in use for calls, with activity syncing to Zoho. - 2 support agents as Zoho CRM users. You will not be building the DB→Zoho sync (it exists). You're building the workflow, tracking, conversion logic, dashboards, and the telephony evaluation on top of it. Required skills & experience - Proven Zoho CRM customization experience (workflows, blueprints, functions/Deluge scripting, custom modules/fields). - Zoho Analytics / CRM Analytics dashboard building. - Experience with telephony integrations in Zoho - ideally JustCall and/or Zoho Telephony (PhoneBridge). - Comfort building conversion/attribution logic based on event dates. - Bonus: experience with financial / fintech/trading CRMs, KYC workflows, or NZ/AU markets. Nice to have - Zoho CRM administrator/developer certification. - Experience with Zoho Flow or other automation for cross-module logic. - Familiarity with compliance considerations for outbound calling in NZ/AU. Deliverables checklist: 1. Daily, auto-refreshing call lists (KYC + deposit segments) with assignment + cadence rules. 2. Activity tracking tied to JustCall and attributed per agent + campaign. 3. Automated conversion/attribution logic (deposit-after-contact and KYC-after-contact). 4. Per-agent and combined dashboards with the metrics above. 5. Written Zoho Telephony vs JustCall comparison (rates/benefits/limitations, NZ/AU focus) + recommendation. 6. Documentation + handover session. To apply, please answer these screening questions 1. Briefly describe a Zoho CRM project where you built conversion/attribution reporting based on event dates. What was the logic? 2. Have you integrated JustCall and/or Zoho Telephony with Zoho CRM? Which and what did you build? 3. How would you implement the rule "if a customer is called from the Not Deposited list and deposits afterward, credit the conversion to that agent"? Give a high-level approach in Zoho. 4. How would you structure daily auto-refreshing call lists for 2 agents while avoiding duplicate/over-contacting and respecting NZ/AU call windows? 5. Would you use Zoho CRM Analytics or Zoho Analytics for the dashboards, and why? 6. Your estimated timeline *Please start your proposal with the word "KIWI," so we know you read the brief.* How we'll work: - We can grant a sandbox/limited Zoho access to shortlisted candidates and share the full field schema. - Expect a short intro call, then milestone-based delivery with review at each stage. - Clear written updates appreciated; async-friendly but available for occasional calls in NZ/AU-friendly hours where possible.