About two years ago, I had the pleasure of speaking with Elie Katz of National Retail Solutions , NRS, about how he and his team “zohotized” NRS. During this year’s ZohoDay24, I was happy enough to continue this conversation with Rene Selemi , director of retail operations at IDT Corporation , the parent corporation of NRS. IDT is a global provider of communications and payment services, headquartered in Newark, New Jersey. The company employs around 1,700 people. You prefer to watch the interview? You can do it right from here . IDT started to use Zoho around 7 years ago for its internal startup NRS. The scope was customer care with the objective of enabling the business to respond to quick and effectively to customers. IDT and NRS originally settled on Salesforce but after using it for about a year decided to move away in favor of Zoho as it was a better fit and faster to implement. Says Selemi “ We had Salesforce for a while for about a year, but at the end we decided to go away fro
As part of my series of customer interviews, I recently had the chance of speaking with Keith Cooper , vice president of customer experience at Bergen Logistics . Bergen Logistics is a global third party logistics provider, based in North Bergen, New Jersey. It primarily serves the luxury fashion and home goods segments but is available in other verticals, too. In Keith’s words “ When you order something from a company's website online, the order comes to us. We pull the order, we pack the order, we ship the order, and it arrives to you in most cases the next day .” If you prefer to watch the interview, you can do so here . Bergen Logistics started to search for a CRM solution with the original focus on the-lead-to-order process. The trigger was the owner of the company inquiring for the status of a lead that he had given to sales a while ago – because the prospect was inquiring. At that time, “ there was a belief [in the sales organization] that it was okay to take three or four d