Case-led client service with Zoho One
How Solutions for HR moved from contact-based records to a joined-up service operating model
Our Client
Solutions for HR is a UK HR and employment law consultancy delivering retained services, reactive advisory support, and structured project work. Their team needed a more connected way to manage client context, live cases, and repeatable delivery across different service types.
Their Challenge
The previous system supported contacts, but not the realities of case management. Work was often tied to individuals rather than organisations, cases, and projects, making it harder to see what was live, what needed attention, and how effort was being spent across client work.
“This needs to be case driven rather than person driven.”
– SfHR team member
Case-led client service with Zoho One
How Solutions for HR moved from contact-based records to a joined-up service operating model
Our Client
Solutions for HR is a UK HR and employment law consultancy delivering retained services, reactive advisory support, and structured project work. Their team needed a more connected way to manage client context, live cases, and repeatable delivery across different service types.
Their Challenge
The previous system supported contacts, but not the realities of case management. Work was often tied to individuals rather than organisations, cases, and projects, making it harder to see what was live, what needed attention, and how effort was being spent across client work.
“This needs to be case driven rather than person driven.”
– SfHR team member
Our Solution
We co-designed a case-led operating model using Zoho CRM, Zoho Desk, and Zoho Projects. Together, these created a clearer service environment: client context held at organisation level, advisory work managed through structured cases, project delivery tracked more consistently, and time recording built in to support visibility, billing, and better decision-making.
Our Solution
We co-designed a case-led operating model using Zoho CRM, Zoho Desk, and Zoho Projects. Together, these created a clearer service environment: client context held at organisation level, advisory work managed through structured cases, project delivery tracked more consistently, and time recording built in to support visibility, billing, and better decision-making.
“We built a joined-up Zoho setup that supports responsive HR delivery and reliable time insight, giving SfHR a stronger foundation for billing confidence and service design.”
– Paula Atherill, Commercial Director, Creative Analysis
“We built a joined-up Zoho setup that supports responsive HR delivery and reliable time insight, giving SfHR a stronger foundation for billing confidence and service design.”
– Paula Atherill, Commercial Director, Creative Analysis
Features & Benefits
The Impact
Viewed through CAMi (CA MetaImpact) lens, the transformation created value across all four bottom lines: People through clearer ways of working and stronger day-to-day visibility; Profit through more accurate time capture, billing support, and better operational control; Purpose through a service model better aligned to how client work is actually delivered; and Planet through more streamlined digital processes, reducing reliance on fragmented manual handling.
The Impact
Viewed through CAMi (CA MetaImpact) lens, the transformation created value across all four bottom lines: People through clearer ways of working and stronger day-to-day visibility; Profit through more accurate time capture, billing support, and better operational control; Purpose through a service model better aligned to how client work is actually delivered; and Planet through more streamlined digital processes, reducing reliance on fragmented manual handling.
“Good systems should reduce noise, not add to it. This work gives the team better visibility, cleaner processes, and more confidence in the data they rely on every day.”
– Jack Naylor, Technical Director
“Good systems should reduce noise, not add to it. This work gives the team better visibility, cleaner processes, and more confidence in the data they rely on every day.”
– Jack Naylor, Technical Director
Partnership and Progression
SfHR’s system has been designed to evolve. Future enhancements can include richer dashboards as reporting needs mature, stronger document governance and e-signature capability where beneficial, and additional structured workflows for repeatable outsourced processes. We continue to support SfHR through iterative improvement, strengthening adoption and refining workflows as service delivery evolves.
Partnership and Progression
SfHR’s system has been designed to evolve. Future enhancements can include richer dashboards as reporting needs mature, stronger document governance and e-signature capability where beneficial, and additional structured workflows for repeatable outsourced processes. We continue to support SfHR through iterative improvement, strengthening adoption and refining workflows as service delivery evolves.
“From the outset, this was about creating a system that could keep evolving with the service.”
– Sue Mills, Training Director, Creative Analysis
“From the outset, this was about creating a system that could keep evolving with the service.”
– Sue Mills, Training Director, Creative Analysis
The Zoho Apps
SfHR’s delivery model blends reactive advisory work with structured client processes, so the solution needed to support both without feeling heavy. We designed a case-led operating model that holds client context at organisation level, strengthens day-to-day control of work in flight, and establishes a reliable foundation for time insight and service confidence.
Zoho CRM
Positioned as the central client hub, holding organisations, contacts, service classifications, and the structure needed to connect advisory and project delivery back to a single source of truth.
Zoho Desk
Implemented as the home for reactive advisory cases, enabling structured handling through categorisation, priority, internal service measures, and clear visibility of work in flight.
Zoho Projects
Used to manage structured client delivery and repeatable workflows, supporting milestones, tasks, and time logs with enough flexibility to handle client variation.
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