Sales Automation for an IT Training and Consulting Company
Industry Overview
The client is a technology solutions provider offering services such as enterprise software development, IT consulting, and training services. With a strong foothold in the IT industry, the company delivers end-to-end digital transformation services for corporate and government clients. Their website showcases a wide range of capabilities, including application development, ERP solutions, cloud services, and skill development programs.
Technology Partner
Elite Tech Global, a certified Zoho Partner, was brought in as the technology and implementation partner for CRM and automation solutions.
Business Challenges Faced
Manual Lead Management
- Leads were coming from multiple sources (website, social media, email campaigns), and managing them manually was time-consuming and prone to error.
- No unified system to capture, track, and categorise leads effectively.
Lack of Centralized Reporting
- Difficulty in generating meaningful reports that show the health of the pipeline, prospect stages, and overall business performance.
- Limited visibility into metrics such as conversion rates, campaign effectiveness, and revenue forecasts.
Unstructured Sales Process
- No standardised follow-up or nurturing flow from inquiry to conversion.
- Sales representatives had to rely on spreadsheets and emails to manage prospects, leading to missed opportunities and delays.
Inefficient Ticket and Support Handling
- Customer support tickets were being tracked manually or via email, making it difficult to track resolution timelines and maintain consistency.
Solutions Provided by Elite Tech Global
Elite Tech Global implemented an integrated solution using Zoho CRM Plus Suite, consisting of various modules tailored to streamline the company’s lead management, sales, support, and analytics workflows.
Tools and Platforms Utilized
- Zoho CRM – Core lead and deal management
- Zoho Sales IQ – Website chat and live tracking
- Zoho Forms – Website form automation
- Zoho Social – Social media management and lead capture
- Zoho Analytics – Business intelligence and dashboard reporting
- Zoho Campaigns – Email campaign automation
- Zoho Survey – Customer feedback and NPS collection
- Zoho Desk – Ticket management and customer support automation
Step 1: Lead Generation and Centralized Capture
- Zoho Campaigns to CRM Integration: Email responses/clicks were automatically mapped to Zoho CRM.
- Zoho Social to CRM: Social messages and interactions captured leads directly into CRM.
- Zoho Sales IQ & Chatbot: Website chatbot handled queries and pushed leads into CRM.
- Zoho Forms: Website inquiry forms fed directly into CRM with source tagging.
Step 2: Sales Process Automation
- Zoho CRM Workflows: Lead stages from New → Qualified → Proposal → Negotiation → Converted were automated with tasks and alerts.
- Quote Generation: Quotes created and sent directly from Zoho CRM with built-in approval flows.
Step 3: Advanced Reporting and Analytics
- Zoho Analytics: Custom dashboards showing KPIs like source performance, sales funnel analysis, revenue forecasts, and productivity.
- Visualization: Graphs for prospect stages and drop-off points helped refine follow-ups.
Step 4: Customer Engagement and Feedback Loop
- Zoho Survey: Feedback forms linked to CRM to capture satisfaction ratings.
- Zoho Campaigns: Automated email sequences for prospects, clients, and past customers based on engagement history.
Step 5: Customer Support and Ticket Management
- Zoho Desk: Tickets from all channels (email, chat, forms) centralized for tracking and resolution.
- Automated SLAs, assignments, and timeline tracking with customer context from CRM integration.
Key Outcomes
| KPI | Before Implementation | After Implementation |
|---|---|---|
| Lead Management | Manual collection from multiple sources | 90% improvement with centralized CRM integration |
| Data Entry & Ticket Handling | Time-consuming manual processes | Automated lead capture and ticket management |
| Sales & Support Visibility | Poor visibility and fragmented data | Full end-to-end pipeline visibility |
| Team Collaboration | Sales, marketing, and support worked in silos | Unified platform with better collaboration |
| Customer Engagement | Delayed, inconsistent communication | Timely, personalized customer interactions |
| Reporting & Forecasting | Inaccurate and outdated reports | Real-time accurate reports and forecasts |
Conclusion
By implementing a robust and unified CRM ecosystem with Zoho CRM Plus, the client successfully transformed their sales, marketing, and support operations. The integration of lead sources, automation of workflows, centralized analytics, and ticket management created a scalable system that drives performance, transparency, and growth. With real-time data visibility and reduced manual workload, the organization is now better equipped to engage prospects, convert leads faster, and deliver superior customer service laying a strong foundation for future expansion.
Ready to Streamline Your Sales & Support Operations?
Elite Tech Global can unify your CRM, campaigns, support, and analytics into a cohesive automation engine.