Help Setting up ZOHO CRM

General information for the business: We are an insurance broker Kind of development: Customization of existing program Platform: Zoho Num. of modules: 5 Description of requirements/functionality: I require help to setup ZOHO to work with in our insurance brokerage, we sell cases B to C through our call centre. We require a basic CRM to look after the customer from sale through to customer service. The summarised process below is what I would like to be built onto ZOHO: 1. Lead comes in - the agent takes the lead via the dialler system (different system) 2. The agent needs to create the lead on ZOHO - the status of which can be 2.1. callback, 2.2. Quote Call back, 2.3 Lost Lead, 2.4 Sold 2.1 Call Backs - Need to show in the pipeline and automated with a call back time and date 2.2 Quote Call back - Email needs to be sent to customer with the call back time and date 2.3 Lost Lead - Agent needs to be able to add notes on why customer didn't buy and close the case 2.4 Sold - Case has been sold and now has gone to another department called compliance to check the sales passes QC. 3. Compliance - This is where the department checks the quality of the sale. There are 3 outcomes from the checks undertaken - 3.1 Pending, 3.2 Passed, 3.3. Failed 3.1 Pending - Case waiting to be checked 3.2 Compliance Passed - If the case passes it needs to be moved to a submission stage 3.3 Compliance Failed - Send the case back to sales agent to fix issues listed (create activity) 4. Submissions - Case has passed QC and is waiting to be submitted. Once the case is submitted it goes to the Paperwork stage. 5. Paperwork - Confirmation documents that need to be sent to the customer either by post or email dependent on customer preference. 6. Cancellations - Any cancellations that are received need to be passed back to the agent that sold the original policy. 7. Customer service - 4 weeks after the submission of a case, the customer needs to contacted. OS requirements: Windows Extra notes: