Regain control of data and support growth with Zoho
Accès Résidences is an organization specializing in supporting seniors by matching them with senior living facilities that meet their needs, area, and personal situation. In a context where data is central to decision-making — individual profiles, residence availability, agreements, follow-ups — the company faced a major challenge: an existing CRM that had become difficult to use and scale. The company called upon Tooly to help configure its CRM in an structured and scalable manner.
The Challenge
Although a CRM was already in place, it had been poorly configured from the start, leading to an accumulation of disorganized data and a structure ill-suited to the reality on the field. This situation generated a significant administrative burden and had a direct negative impact on team efficiency. The main challenges were:
A CRM that was unclear and difficult-to-maintain;
A very high daily administrative workload;
The scattered data that was difficult to search;
The difficulty to quickly make relevant matches between seniors and facilities;
The lack of a solid structure on which to build future growth.
The Solution
CRM redesign and data structuring with Zoho and Tooly
Rather than replacing existing tools, Tooly focused its intervention on a complete restructuring of the customer relationship management software, ensuring it accurately reflected the complexity and richness of Accès Résidences’ business model. Forms linked to facilities and connected to the CRM were also created. The main software used include:
- Zoho CRM: Complete reconfiguration of the structure to allow for the management of a vast portfolio of facilities and to support the efforts needed to effectively match seniors with the most appropriate residences, while maintaining a clear overview of follow-ups to be completed;
- Zoho Forms: Creation of forms dedicated to each residence and directly linked to the CRM, allowing for uniform collection and structuring of information, automatic integration of data into the CRM, and significant decrease in errors and duplicates.
The central objective was to create a clean, structured, easily searchable, and scalable foundation — one upon which the organization can grow without recreating the same problems.
After the integration
Results and Benefits
The adoption of the Zoho suite and Tooly’s efforts allowed Accès Résidences to reorganize its CRM and structure its data, which generated immediate and tangible gains.
Optimized search and organization of data
The CRM redesign allowed for cleaning and centralization of data. Information is now easy to search and structured for scalability, in addition to being reliable and consistent across teams.
Significant reduction in administrative time
Thanks to a clear structure and better organized data, teams spend less time searching for information, which means follow-ups are faster and better prioritized. Overall, daily administrative tasks have been significantly reduced.
Optimized operations overview
The new structure provides a clear and comprehensive view of the status of ongoing requests, available facilities by area or type of need, and follow-ups to be completed in the short and medium term.
Increased productivity and efficiency
The CRM is now a real practical tool, not a constraint. Matches between seniors and residences are faster and more relevant, and follow-ups for requests, agreements to be drafted, and ongoing cases are centralized. Teams can now focus more on human support rather than data management.