Sixty One Steps

Zoho One Setup and Ongoing Retainer Support

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A fast-growing fintech company in Chennai approached Sixty One Steps with an urgent need to stabilise and streamline their existing Zoho ecosystem. Their internal teams were using multiple Zoho applications, but the setup was inconsistent, lacked documentation, and created operational bottlenecks.

Project Description

They needed a certified Zoho partner who could take full ownership of their Zoho environment — from restructuring the existing setup to implementing new modules, integrating tools, training teams, and creating workflows that matched their compliance-driven operations.

With multiple departments, a busy call center, and field service staff, the company required a scalable and well-governed Zoho One implementation, supported through an ongoing retainer model.

Sixty One Steps delivered a multi-phase Zoho One transformation covering HR, Support, CRM, and Field Operations.

Solution & Implementation

Zoho Environment Audit & Takeover

  • Assessed existing Zoho configurations, integrations, roles, and permissions
  • Cleaned up data structures and standardised application setup
  • Created documentation for workflows and user access

HR Operations Setup (Zoho People)

We designed and implemented a complete HR ecosystem that aligned with the organisation’s policies:

  • Leave & Attendance configuration

  • Custom Performance Management

  • Recruit module customisation

  • Onboarding & Offboarding workflows

  • Confirmation, probation & appraisal cycle automation

  • Policy-based role permissions and approval structures

Zoho Desk Setup for Internal IT Ticketing

The tech team needed an internal helpdesk to manage daily requests and issues.
We configured:

  • Customer ticketing categories

  • SLA policies and escalation rules

  • Multi-department support teams

  • Automation for task assignments and notifications

CRM Setup for Call Center Operations

  • Implemented Zoho CRM tailored for inbound & outbound call center workflows

  • Integrated telephony for automatic call logging

  • Built custom dashboards for supervisors

  • Automated lead assignment and follow-ups

Field Service Management via Zoho Creator

The fintech company manages contract staff who work on-site.
We delivered a custom Zoho Creator application for:

  • Staff scheduling

  • Field task assignment

  • Attendance and check-in tracking

  • Compliance monitoring

  • Real-time reporting

Integration & Automation

We connected workflows across modules to eliminate duplicate work:

  • CRM ↔ People

  • Desk ↔ Creator

  • HR workflows ↔ Approvals

  • Automated alerts across teams

Training & Team Upskilling

  • Conducted structured training for tech teams, HR teams, and call center staff

  • Created SOPs and daily usage guides

  • Ensured smooth adoption of all new modules

Ongoing Retainer Support

We continue to work with the client on:

  • Daily operational support

  • Workflow adjustments

  • New feature rollouts

  • Integration updates

  • Monitoring & optimisation

  • On-demand consulting for new departmental requirements

Outcome

The fintech company now runs its operations on a well-structured, fully integrated Zoho One environment, with strong adoption across all teams. Key results include:

  • Stable and standardised Zoho ecosystem across departments

  • Efficient HR operations with automated approvals and digital employee journeys

  • Centralised IT support through Zoho Desk with faster resolution times

  • Optimised call center CRM with improved lead tracking and performance insights

  • Real-time visibility of field staff performance using Zoho Creator

  • Highly independent teams due to training and process clarity

  • Reliable ongoing support through a retainer partnership

Today, the organisation benefits from a cohesive, compliant, and scalable Zoho setup — helping them operate faster, communicate better, and support rapid expansion.