Use Case: Seamless Service Workflow Automation for Therapy Providers

Overview

An autism therapy service provider transitioning from paper-based processes to digital automation

Business Challenge

• Delays in lead processing and insurance verification
• Risk of document misplacement and data inconsistency
• Inefficient coordination between assessment, HR, and service delivery teams
• No centralized system to track progress or communication

Objective

To build an automated, end-to-end therapy engagement workflow using the Zoho ecosystem enabling a paperless, compliant, and efficient journey for both clients and internal teams.

Solution Architecture by Elite Tech Global

Empowered through Zoho Automation

Step 1: Lead Intake with Zoho Forms & CRM

• Leads submitted via website Zoho Form
• Leads instantly pushed into Zoho CRM
• Auto email acknowledgment and real-time notifications triggered

Step 2: Automated Pipeline with CRM Blueprint

• Blueprint guides lead-to-deal flow
• Accounts and Contacts created from qualified leads
• Standardized process ensures consistency

Step 3: Insurance Workflow Automation

• Insurance verification requests sent via CRM
• Consent document auto-generated via Zoho Sign on approval

Step 4: Consent & Document Automation with Zoho Sign

• Welcome kits and consent forms handled digitally
• Client data dynamically prefilled
• Signed copies tracked and linked in CRM

Step 5: Client Assessment by External Assessor

• Assessor login via Zoho Creator portal
• View to-do items and update evaluations
• Real-time sync with Zoho CRM

Step 6: Therapist Allocation via Zoho Recruit

• HR receives assessment outcome
• Recruitment and therapist assignment via Zoho Recruit
• Therapist tagged to child’s CRM record

Step 7: Service Delivery & Closure

• Therapy sessions tracked
• Service marked "Closed" once sessions completed
• All records stored in CRM

Results Delivered

Step-by-Step Journey

Step 1: Discovering a Need – Lead Capture Begins

"A concerned parent reaches out, and we’re ready to support."

• Zoho Form embedded on website
• Lead instantly created in CRM
• Real-time acknowledgment and notification

Step 2: Qualification with Structure – CRM Blueprint Kicks In

"Every child is unique, and so is their journey through our system."

• CRM Blueprint manages the transition from Lead to Deal
• Account and Contact creation handled automatically

Step 3: Insurance Matters – Seamless Communication & Automation

"We ensure support begins without delay—by easing the insurance barrier."

• Insurance communication initiated from CRM
• Consent documentation managed via Zoho Sign

Step 4: Signed with Confidence – Welcome & Consent via Zoho Sign

"Clarity and consent at every step builds trust."

• Welcome docs and consents signed digitally
• CRM records automatically updated

Step 5: Real Assessment – Assessor Joins the Journey

"A human touch makes a big difference."

• Zoho Creator portal used for evaluation
• Details synced with CRM

Step 6: Matching the Right Therapist – HR in Action

"The right care starts with the right people."

• Zoho Recruit used for hiring
• Therapist attached to the child’s service record in CRM

Step 7: Therapy Execution & Completion – The Final Stage

"Now the real work begins—with care, therapy, and growth."

• Sessions completed
• CRM stage marked as “Service Closed”

Summary: A Harmonious Blend of Care and Automation

Human Touch:

• Assessor-led evaluations
• Therapist assignments based on assessments
• Clear communication with families and insurers

Automation Backbone:

• Form-based lead capture with CRM Blueprint
• Digital consent via Zoho Sign
• Real-time sync with Zoho Creator
• Recruitment streamlined via Zoho Recruit

Conclusion

Elite Tech Global successfully guided the organization through a transition from manual, paper-heavy processes to a fully digital, automated system from client intake to service delivery. Leveraging Zoho’s integrated platform, the organization now enjoys faster workflows, improved compliance, and an enhanced experience for both clients and staff.