Firm Overview
Ahmed & Sukaram, a Northern California law firm partnered with us to implement Zoho One, aiming to enhance efficiency, unify communication, and strengthen client service.
By integrating key tools like Zoho CRM, Projects, Desk, Cliq, and RingCentral, the firm built a centralized operations hub. This transformation empowered teams with real-time collaboration, streamlined task visibility, and stronger responsiveness to clients.
Project Background
As the firm scaled, they identified an opportunity to improve operational cohesion across teams, tools, and workflows. Although their tools were functional, they worked independently — requiring extra manual coordination, effort, and follow-up.
Rather than wait for inefficiencies to surface, the firm made a proactive decision to streamline operations and unify its digital ecosystem under Zoho One.
Before Zoho One – Opportunity for Optimization
Before the implementation, the firm had strong processes in place but saw opportunities for improvement:
- Client management, email, and task tracking tools were siloed across platforms.
- Manual follow-ups and task assignment processes worked but were timeconsuming.
- Communication across tools lacked central visibility
- Tracking staff workload and status updates required extra effort.
- Workflows for handling emails and phone calls, though functional, could be more efficient
This self-awareness and dedication to improvement became the foundation for the Zoho One rollout.
Objectives
Solution Delivered
Zoho One Environment Setup
- Provisioned and configured core Zoho applications.
- Role-based access and SSO enabled.
- Security policies applied to support legal‑industry confidentiality.
Task Automation & Integration
Zoho Cliq - Zoho Projects
- Right‑click to convert any message into a project task
- Tasks centralized in Zoho Projects — the single source of truth
- Real‑time task notifications triggered in Cliq
Zoho CRM - Projects
- CRM task creation auto‑syncs to Zoho Projects
- Status & description sync both ways (CRM ⇄ Projects)
- Dedicated views by assignee for visibility & accountability
Support Ticket Management
Zoho Desk
- Departments created for firm roles/teams (e.g., Ahmed & Sukaram, Angel, Diego, Terry, Nafiz & Ahmed)
- Round‑robin logic (proposed) to evenly distribute info@... tickets
- Exceptions applied for 5–6 system sender emails (DocuSign, Axon, Intaker, etc.)
■ No auto‑reply for those emails
■ Task auto‑created for Diego with 24‑hour SLA - Custom ticket statuses: Open → In‑Progress → Waiting on Client → Closed
- Cliq alerts for ticket creation & updates
RingCentral Telephony Integration
- Calls logged in CRM automatically (incoming/outgoing/missed)
- Leads auto‑created for unknown callers
- Call history & recordings stored within CRM
- Full call activity timeline under client records
Unified Collaboration & Notification Flow
- All activity (tasks, tickets, status changes) triggers Cliq notifications
- Direct links to tasks/tickets embedded for quick access
- Team avoids email notification overload — using Cliq instead
Results
Quantitative Improvements
| Metric | Improvement |
| Response time to client request | 40% faster (from hours/days to minutes/hours) |
| Administrative workload | Reduced by ~25% |
| Missed calls & unlogged client interactions | Reduced to near‑zero |
| Follow‑up compliance | Improved by 35% |
| Task completion visibility | 100% centralized in Projects |
Key Business Outcomes
- Single source of truth for all tasks & communication
- Real‑time activity alerts eliminating internal gaps
- Higher staff productivity through automation
- Improved client satisfaction & response speed
- Ready foundation for scaling team & workloads
Conclusion
The result:
- Faster response times
- Seamless team collaboration
- End‑to‑end accountability
- Streamlined task & ticket handling
- Enhanced client communication & transparency
This project demonstrates how law firms can leverage Zoho One as an operating system to drive efficiency, reduce manual effort, and deliver superior legal service.
