Automated Official Document Request and Visa Journey

Overview

A leading global service provider for official documents and visa processing

Business Challenge

• Manual ticket handling and agent assignment delays
• Lack of structured communication with customers
• Difficulty tracking document submission and verification
• Delayed project creation and payment collection
• Manual, error-prone invoicing and follow-up processes

Objective

Create a fully automated journey from request through document submission, task tracking, project monitoring, payment processing, and visa completion combining automation for speed with a human touch for support.

Solution Architecture – Delivered by Elite Tech Global using the Zoho Ecosystem

Step 1: Request Capture via Zoho Desk

• All requests captured via email, forms, portals
• Synced with Zoho CRM for customer visibility
• Auto-responses sent to confirm receipt

Step 2: Smart Agent Assignment & Ticket Approval

• Auto-routed to appropriate agent by type and priority
• After validation, tickets auto-trigger Deal and Project creation

Step 3: CRM Deal Creation and Initial Stage Setup

• Deal auto-created in Zoho CRM when ticket approved
• Mapped contact, service, and company data
• Stage set to "Document Collection"

Step 4: Project Creation and Task Automation

• Project generated in Zoho Projects
• Task templates loaded by service type (Visa, Translation, etc.)
• Tasks auto-assigned based on role

Step 5: Automated Deal Stage Movement with Project Progress

• As tasks completed, CRM Deal stage updated in real time
• Stages include: Document Verified, Estimate Approved, Invoice Paid

Step 6: Document Collection and Verification

• Document requests sent via Desk
• Files auto-attached to CRM and Project
• Verification updates sync across systems

Step 7: Estimate Generation, Approval, and Invoice Creation

• Estimate created in Zoho Books post-verification
• Auto-converted to Invoice upon approval
• Payment links sent via Email/WhatsApp

Step 8: Payment Collection and Confirmation

• Online payments update Zoho Books and CRM automatically
• Trigger CRM stage update and continue project tasks

Step 9: Final Documentation Handover and Visa Completion

• Documents (Visa, Apostille, etc.) delivered post-payment
• Tasks closed, Deal marked "Visa Process Completed" → "Closed Won"

Step 10: Customer Closure and Thank You

• Personalized thank-you message sent
• Project and Deal archived for records

Automations Deployed

• Auto ticket routing based on service
• Auto Deal + Project creation on ticket approval
• Predefined tasks by service type in Zoho Projects
• CRM ↔ Desk real-time sync
• Auto Estimate → Invoice conversion in Zoho Books
• Payment sync with CRM and Zoho Books
• Customer milestone notifications via portal

Results Delivered

Conclusion

By integrating Zoho CRM, Zoho Desk, Zoho Projects, and Zoho Books into a unified automated system, Elite Tech Global enabled the client to create a scalable, reliable, and efficient visa and document management solution. Manual delays were eliminated, payment cycles were shortened, document verification became foolproof, and customers enjoyed a more personalized yet fast-tracked experience.

The system is fully scalable and ready to support future growth without needing proportional increases in manpower.