On 9 April 2026 BIT Informatica took part in the first edition of the Italian Zoho CRM Workshop in Milan, an event organised by the Zoho Italia team and dedicated to partners and platform professionals.
An intense day, packed with technical content, that confirmed the direction in which Zoho CRM is evolving: fewer manual operations, more intelligence applied to sales processes.
What was covered
The programme covered the entire spectrum of the platform, from established features to the most recent developments linked to agentic AI. Three themes stood out as the most relevant for our clients.
Cadences and customer lifecycle automation. Zoho CRM Cadences let you define automated sequences of contact with leads and customers, adapting the next steps based on the recipient’s behaviour. For anyone managing a complex sales flow, such as a hospitality business with different customer segments, it means no longer chasing every opportunity manually and letting the system work in a structured way.
Advanced workflow automation. Automating internal flows, from notifications to automatic tasks and record updates, reduces the operational load on teams and lowers the risk of human error in the critical phases of the sales process.
Agentic AI integrated into the CRM. Artificial intelligence is no longer a separate add-on but is integrated into the workflows: it suggests actions, analyses conversion patterns and supports sales decisions in real time. A concrete frontier, no longer experimental.
The value of direct dialogue with the Zoho team
During the event we had the opportunity to bring a technical issue encountered with a client to the attention of the Zoho team. The response was immediate: full availability in analysing the problem and active collaboration in finding the solution. It is the kind of relationship with the vendor that makes the difference when working on real implementations.
We take part in these events because we believe that continuous training is not an optional extra but a responsibility towards our clients. Every technical update we gain translates directly into more effective configurations, more solid integrations and more precise consultancy.
What changes for BIT clients
The features that emerged from the event, in particular Cadences and agentic AI, are already applicable in the Zoho CRM installations we manage. If you are evaluating adopting Zoho CRM or want to understand how to optimise an existing installation, we can show you concretely how these tools can improve your sales processes.
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