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At the same time, the function of the IT department has evolved and it has been crucial in supporting organisations in shifting to a new way of working. While numerous departments have seen budget cuts, many businesses have increased their IT spending. This is because the department, now expected to complete more tasks more quickly, is vital to the success of a business.

As businesses continue to go digital and become increasingly data-driven, it’s imperative for them to include a holistic business intelligence (BI) programme in their technology strategy. A comprehensive BI programme helps combine various data points from multiple sources, perform cross-functional analysis, and bring out intuitive insights like inspirations behind seasonal customer trends, reasons for supply-chain gaps, sales funnel pain points gathered from customer feedback, productivity drops due to employee attrition, future trend predictions, and whatnot. Powerful information like this can enable organisations to adopt a culture of smart, evidence-based decision-making and gain a true competitive edge.

Over the past decade, CRM solutions have transformed from being mere systems of sales records/activities to systems of intelligence that bring together useful information and tools from various places, helping organisations be more effective at what they do. What was earlier meant to be software only for sales teams has now evolved into a contextual solution in which all customer-facing teams (sales, service, marketing) hold a critical stake.

Free for the remainder of 2020, BackToWork, powered by Zoho Creator, is the latest programme to be introduced as part of the company’s ongoing relief efforts, which support businesses impacted by the COVID-19 crisis.