TEAM Professional Services

TEAM Professional Services is a third-party administrator of drug and alcohol testing, background screening, and compliance auditing. When we started, three related companies were being brought under one public brand, with about 70 staff between them, and the software had grown the way software grows in that situation, with work split across monday.com, Zoho, SharePoint, Excel, Planner, and Jira, five different systems taking in documents, multiple reporting stacks, and departments that each tracked their own processes their own way. Customer service lived in Zoho Desk with no ticket sharing between teams, one contact could belong to multiple companies with no way to model it, and the auditing and compliance teams worked out of tickets that could not be grouped, sorted, or measured against an SLA.

Leadership had already picked a direction, to get out of monday.com, and make Zoho the single source of truth.

This was a Zoho One consultation followed by a Zoho CRM implementation. We used to implement Zoho as a partner, and this is that work.

The consultation ran as department-by-department discovery through the fall of 2023, covering fulfillment, compliance and random testing, auditing, quality assurance, account services, sales and marketing, IT, and finance. Each session produced a documented workflow, a pain point list, and a wish list, and the whole exercise fed a consulting document covering the current scene, the ideal scene, the full software inventory with replace-or-integrate decisions, and the plan for the build.

The implementation centered on the enrollment process, the moment a new customer signs and every department has to do its part. We built eight custom CRM modules, namely Enrollment, Client Authentication and Verification, Lab Accounts, Customer Signatures, Customer Action Items, System and User Provisioning, Random Pool Setup, and a Labs module relating laboratories to the rest. An Enrollment Call blueprint walks the coordinator through the call with required checklist items, and when it completes, a custom function creates the downstream records automatically based on the services sold. Customer Signatures triggers Zoho Sign documents from existing templates and moves the record to complete when the client signs. Verification blocks progress in the other modules until authentication is done. Stage history is tracked on every module, and Zoho Analytics dashboards compare time in stage against the SLAs the team defined, so managers can finally see where an enrollment is stuck and who is waiting on whom.

The company went from a consult that mapped every department's workflow to a CRM where the enrollment process is one connected chain instead of a set of parallel trackers. Work that had depended on someone remembering to start the next step is created automatically when the previous step completes. Signatures, authentication, lab account setup, and provisioning each have a record, a stage, and a history, and SLA reporting runs from the system instead of being assembled by hand. The engagement ran from the 2023 discovery through the implementation work in 2024.

Given the same problem now, we would build TEAM a compliance operations system of their own that holds enrollment, verification, lab accounts, random pools, auditing, and ticketing in one database, with the SLA logic and cross-team visibility designed in rather than configured on top, and no per-seat licensing across three companies' worth of staff. The Zoho build made one platform the source of truth. A custom, client-owned build would make the platform theirs too.