Zoho CRM & Telephony Implementation - Requirements Document Project Overview Implement Zoho CRM and a hybrid telephony system for 5–30 users across 3 locations in Saudi Arabia. The objective is to replace manual processes with automated workflows, call logging, AI-generated notes, and structured follow-ups to support business growth. Objectives - Centralize customer data in Zoho CRM - Automate call logging and tracking - Enable AI-generated call summaries and follow-ups - Support both office-based and remote teams User Structure Total Users: ~30 - 20 Relationship Managers (RMs) - 10 Managers - Across 3 locations in Saudi Arabia Core Requirements 1. Centralized CRM (Zoho CRM) - Full customer lifecycle tracking - Lead, deal, and follow-up management - Integration with financing system 2. Automated Telephony - Call logging and recording - AI-generated notes and follow-ups - Arabic language support 3. System Integration - Connect Zoho CRM with financing system - Track application status, disbursement, and renewals Hybrid Telephony Model A dual-solution approach needs to be implemented: 1. PABX (Physical System) - Use Case: Office landlines - Hardware: should be Provided by service provider 2. Virtual Telephony App - Use Case: Remote staff (home/road) - Access via laptop/mobile apps - Uses credits from telephony providers (e.g., Zevo, Vitrix) - Fully integrated with Zoho CRM Scope of work - CRM setup and customization - Telephony integration (PABX + Virtual) - Workflow automation - Testing and deployment - User training and support