Overview

Soteria Planning is a Bracknell based firm specialising in wills, trusts and estate planning.  Sysology helped Soteria Planning implement Zoho One in a way that supports consistent service delivery, cleaner data capture, and better operational visibility.

The solution centred on Zoho CRM, using pipelines and deal stages to manage live client work, Blueprints to enforce best practice, and Zoho Forms to capture information upfront so the team can progress cases with fewer follow ups.

The situation

Estate planning is a trust led service. Clients expect clarity, professionalism, and a smooth process, while the business needs a reliable operational system that keeps work moving and reduces administrative overhead.

Soteria Planning wanted a joined up approach across sales and client delivery, with a clear view of where each case sits, what is required next, and how workload is developing over time.

The challenges

The project focused on:

• Building a consistent, trackable journey from enquiry to completion

• Capturing the right information early, without back and forth admin

• Eliminating ambiguity about next steps through a structured delivery process

• Improving visibility of pipeline, workload, and status across the team

• Using Zoho One effectively so email and CRM activity are connected, searchable, and auditable

What Sysology delivered

Sysology implemented a Zoho One based solution, designed around adoption and long term ownership.

Zoho CRM pipelines and deal stages

We configured Zoho CRM pipelines to reflect Soteria Planning’s real client journey. Each Deal moves through defined stages, giving the team a clear view of volume, value, and work in progress at any point. This also created a consistent structure for reporting and forecasting.

Blueprints to standardise the process

We implemented Zoho CRM Blueprints to guide the team through key stage transitions. This ensured required steps happen in the right order and that essential information is captured before a case progresses. The result is a more repeatable service, fewer missed steps, and a smoother handover when multiple people are involved.

Zoho Forms for structured data capture

We introduced Zoho Forms to collect client information in a structured way at the start of the journey and at key points during delivery. This reduced manual rekeying and improved data quality in CRM. Using forms also helps clients provide information in their own time while keeping the internal process moving.

Zoho One rollout

Soteria Planning uses Zoho One broadly, including Zoho Mail. With mail and CRM operating together, the team benefits from better alignment between communication and client records, making it easier to track conversations, reduce duplication, and maintain a clear audit trail.

Reporting and visibility

With stages, Blueprint checkpoints, and structured inputs in place, we enabled clearer reporting on pipeline volume, stage ageing, and throughput, giving management practical operational insight without manual reporting effort.

The outcome

Soteria Planning now operates with a more structured and visible client workflow.

The team can:

• See exactly where each case sits in the pipeline

• Progress work consistently using Blueprint guided steps

• Collect better quality information through Zoho Forms, reducing admin and follow ups

• Keep communication connected through Zoho Mail as part of their wider Zoho One setup

• Report more easily on volume, progress, and workload

Zoho apps and features used

• Zoho One

• Zoho CRM: pipelines, deal stages, Blueprints, reporting

• Zoho Forms: structured data capture into CRM

• Zoho Mail: connected communication as part of the Zoho One ecosystem

Next step

If your service relies on consistent delivery and client trust, Sysology can help you implement Zoho One with a clear operational process, structured data capture, and a CRM workflow your team will actually adopt.