CRM and Service Automation for a Scuba Diving Centre

Overview: A scuba diving center offering diving packages, professional diving courses, and scuba equipment sales.

Business Challenge

• Manage lead generation for diving packages, courses, and equipment sales
• Track booking and course delivery processes clearly for each client
• Handle different workflows for packages and courses separately
• Centralize service inventory (packages, courses, equipment)
• Integrate social media marketing into lead generation

Objective

To create a segmented CRM blueprint workflow for diving packages and courses separately, automate customer journey tracking, and manage sales and services through a single Zoho ecosystem—integrating lead generation, service delivery, and inventory control.

Solution Architecture by Elite Tech Global

Organized CRM Flows + Service/Product Management

Step 1: Lead Generation from Forms and Social Media

• Zoho Forms embedded on the website captured incoming leads.
• Zoho Social captured leads through promotions on Instagram, Facebook, etc.
• All leads were automatically pushed into Zoho CRM, tagged based on:
  • Enquiry Type → Diving Packages / Diving Courses / Equipment Purchase.

Step 2: Lead Qualification and Conversion

• Sales team qualified the leads based on service interests.
• Upon qualification:
  • Leads were converted into Deals in Zoho CRM.
  • The Deal Blueprint process dynamically split based on enquiry type.

Step 3: Blueprint Flow for Diving Packages

"Because adventure begins the moment they book."

• If the deal type = Diving Package, the CRM blueprint triggered the following stages:
  • Package Booked
  • Client Received at Dive Centre
  • Check-In
  • Check-Out
  • Package Completed
  • Feedback Sent

Step 4: Blueprint Flow for Diving Courses

"Because learning underwater deserves its own journey."

• If the deal type = Diving Course, the CRM blueprint triggered the following stages:
  • Appointment Booked
  • Client Picked Up
  • Course Started
  • Course Completed
  • Certification Provided
  • Completed
  • Feedback Sent

Step 5: Services and Equipment Management in Zoho Books

• Zoho Books managed all:
  • Scuba Diving Packages (Service Listings)
  • Diving Courses (Service Listings)
  • Scuba Equipment Sales (Products)
• Products and services were categorized properly for invoice generation and tracking.
• Equipment sales could also be invoiced separately for retail customers.

Results Delivered

Scuba Diving Centre Service Journey (Adventure + Learning + Care)

Step 1: Casting the Net – Lead Generation

"Curiosity catches waves—forms and social reels them in."

• Leads captured from website forms and social media ads enter Zoho CRM automatically.

Step 2: Navigating the Customer Journey

"A beginner or an adventurer—we customize their dive path."

• Based on enquiry type:
  • Diving Packages → Package Blueprint Flow
  • Diving Courses → Course Blueprint Flow

Step 3: Managing Services and Gear Smoothly

"Adventures need planning—and equipment."

• Packages, Courses, and Scuba Gear listed and managed in Zoho Books.
• Sales and service invoicing made seamless.

Step 4: Ending with Excellence

"Every dive ends with satisfaction—and a simple feedback request."

• Once services are delivered, feedback collection is triggered automatically through CRM.

Summary: Building Stronger Diving Experiences with Structured Automation

Human Touch:

• Personalized handling of divers’ packages and learning courses
• Clear communication across booking, learning, and certification phases

Automation Backbone:

• CRM-driven lead-to-deal flow with dynamic blueprints
• Integrated invoicing for services and products
• Social media lead capture through Zoho Social

Conclusion

Elite Tech Global helped the scuba diving center dive deeper into operational excellence by designing separate CRM blueprints for different service types, integrating lead generation across platforms, and ensuring complete service and equipment management.

Now, the client enjoys full visibility across all customer journeys, better marketing returns, and faster sales closure.