Overview
Maurya Ayurveda is a multi-disciplinary wellness centre specialising in Ayurveda, physiotherapy, acupuncture, and speech therapy, serving both domestic and international clients. With a growing customer base driven by diverse treatment offerings and strong digital outreach, the organisation generates leads from multiple marketing channels.
However, the absence of a centralised system has led to fragmented lead management, making it difficult to track the effectiveness of various marketing sources. This has resulted in inefficient spending, missed follow-ups, and limited visibility into lead performance. To overcome these challenges, Maurya Ayurveda aims to implement Zoho CRM to streamline lead flow, ensure accurate tracking, and enable data-driven decisionmaking.
Maurya Ayurveda is a multi-disciplinary wellness centre specialising in Ayurveda, physiotherapy, acupuncture, and speech therapy, serving both domestic and international clients. With a growing customer base driven by diverse treatment offerings and strong digital outreach, the organisation generates leads from multiple marketing channels.
However, the absence of a centralised system has led to fragmented lead management, making it difficult to track the effectiveness of various marketing sources. This has resulted in inefficient spending, missed follow-ups, and limited visibility into lead performance. To overcome these challenges, Maurya Ayurveda aims to implement Zoho CRM to streamline lead flow, ensure accurate tracking, and enable data-driven decisionmaking.
Executive Summary
Maurya Ayurveda provides a broad spectrum of wellness treatments—including Ayurveda, physiotherapy, acupuncture, and speech therapy—to both local and international clients. As the organisation expands its digital marketing efforts across platforms such as Facebook, Instagram, and WhatsApp, the volume of inquiries continues to rise. However, the current approach of handling leads through scattered channels has created operational inefficiencies and reduced the ability to analyse marketing ROI.
To address these limitations, a comprehensive Zoho CRM solution will be deployed to centralise lead capture, automate lead tracking, and provide visibility into the full lead lifecycle. The system will enable the client to monitor lead sources, evaluate conversion effectiveness, and generate actionable reports for decision-making. Integrations with WhatsApp and Zoho Social will further enhance communication, streamline follow-ups, and support the conversion of leads coming from social media platforms.
This tailored CRM implementation will equip Maurya Ayurveda with an organised, measurable, and scalable lead management structure—ultimately improving operational efficiency, strengthening customer engagement, and positioning the organisation for sustainable growth in an increasingly competitive wellness industry.
Maurya Ayurveda provides a broad spectrum of wellness treatments—including Ayurveda, physiotherapy, acupuncture, and speech therapy—to both local and international clients. As the organisation expands its digital marketing efforts across platforms such as Facebook, Instagram, and WhatsApp, the volume of inquiries continues to rise. However, the current approach of handling leads through scattered channels has created operational inefficiencies and reduced the ability to analyse marketing ROI.
To address these limitations, a comprehensive Zoho CRM solution will be deployed to centralise lead capture, automate lead tracking, and provide visibility into the full lead lifecycle. The system will enable the client to monitor lead sources, evaluate conversion effectiveness, and generate actionable reports for decision-making. Integrations with WhatsApp and Zoho Social will further enhance communication, streamline follow-ups, and support the conversion of leads coming from social media platforms.
This tailored CRM implementation will equip Maurya Ayurveda with an organised, measurable, and scalable lead management structure—ultimately improving operational efficiency, strengthening customer engagement, and positioning the organisation for sustainable growth in an increasingly competitive wellness industry.
Problem Statement & Key Challenges
Despite offering a diverse set of wellness services—including Ayurveda, physiotherapy, acupuncture, and speech therapy—Maurya Ayurveda faced growing operational bottlenecks in managing leads originating from multiple digital platforms. The clinic receives inquiries from both domestic and international clients, but without a unified system to track and nurture these leads, the team struggled to maintain clarity, consistency, and efficiency in their follow-up processes.The lack of an organised lead management structure resulted in reduced visibility into marketing performance, challenges in tracking conversions, and inefficient utilisation of advertising budgets
Key Challenges
1. Fragmented Lead Capture Across Channels
Leads were collected from different marketing sources such as Facebook, Instagram, WhatsApp, and website inquiries, but there was no centralised system to consolidate and monitor them. This resulted in scattered data, duplicate entries, and inconsistent follow-ups.
2. Ineffective Lead Tracking and Follow-Up
Without a streamlined tracking mechanism, the team found it difficult to prioritise leads, assign them systematically, or monitor the status of each inquiry. This led to delays in responses, missed opportunities, and reduced client engagement.
3. Lack of Visibility Into Marketing ROI
Since lead sources were not accurately categorised or measured, Maurya Ayurveda had limited insight into which marketing platforms delivered the highest conversions. This led to inefficient spending and difficulty in optimising marketing strategies.
4. Manual Processes Leading to Operational Inefficiencies
Most follow-ups and data entry tasks were done manually, resulting in higher chances of human error, inconsistencies in lead status updates, and difficulty in maintaining accountability.
5. Disconnected Communication Channels
With WhatsApp, social media messages, and calls handled separately, the team lacked a unified communication trail. This made it challenging to track client interactions, history, and progress throughout the inquiry-to-consultation journey.
6. Limited Reporting and Decision-Making Insights
The absence of real-time dashboards and structured reports prevented leadership from analysing conversion trends, monitoring team performance, and making data-driven decisions. These challenges collectively affected operational efficiency, disrupted the lead nurturing process, and hindered Maurya Ayurveda’s ability to maximise marketing returns and scale their wellness services effectively
Evaluation of the Problem.
To develop a clear understanding of Maurya Ayurveda’s operational challenges, our team engaged in multiple discussions with key stakeholders. These conversations provided visibility into how leads were currently captured, assigned, followed up, and converted across different service categories.
As part of the evaluation, we mapped the existing workflows and reviewed the tools being used for marketing, communication, and lead tracking. It quickly became clear that the reliance on manual processes led to inconsistencies in data management and limited end-to-end visibility.
Several discovery sessions were conducted to validate initial findings, clarify complex workflows, and distinguish the varying requirements for domestic and international lead management. Leveraging these insights, we created multiple iterations of the Scope of Work (SOW) to ensure all functional needs—such as automated lead capture, unified communication, and comprehensive reporting—were accurately defined.
This in-depth assessment enabled us to pinpoint the critical operational gaps, identify missing technological capabilities, and design a CRM solution that aligns with Maurya Ayurveda’s marketing strategy, service operations, and long-term scalability objectives.
Proposed Solution
To streamline Maurya Ayurveda’s lead management, consultation process, and treatment lifecycle, we recommended a fully integrated solution using Zoho CRM along with Zoho Bookings and Zoho WorkDrive. The goal was to centralise all incoming inquiries, automate follow-ups, enhance communication, and provide complete visibility from the first point of contact to payment completion.
Zoho CRM was configured as the central platform, mirroring Maurya Ayurveda’s realworld service journey. All incoming inquiries—from sources such as WhatsApp and Zoho LeadChain—were automatically captured and organised within the system to ensure no lead was missed and every interaction was tracked in real time.
Qualified prospects were seamlessly transitioned into a structured database where their details, interaction history, and progress could be managed efficiently. From there, each inquiry moved into its respective path—either for consultation or treatment—based on the client’s requirement.
For clients seeking initial consultation, the CRM triggered an automated email containing a booking link powered by Zoho Bookings. This allowed clients to schedule appointments directly with consultants, reducing manual coordination and ensuring a smooth onboarding experience. Once the consultation took place, the system updated the status automatically and provided the option to initiate the treatment process forclients who were ready to proceed.
Treatment-related workflows were designed to cover the entire journey—from booking the treatment and tracking planned start dates to monitoring progress and completing payment milestones. This ensured clarity for the internal team and consistency in communication for clients.
To support documentation needs, Zoho WorkDrive was integrated to securely collect and store reports, medical files, and any additional documents required during consultations or treatments.
Together, this cohesive ecosystem reduced manual workload, strengthened follow-up discipline, improved communication across channels, and delivered a more organised and engaging experience for both domestic and international clients
Implementation
The implementation was carefully planned to reflect Maurya Ayurveda’s existing workflows while ensuring smooth adoption and minimal disruption to ongoing operations. Each stage of the client journey—from inquiry to consultation, treatment, and payment—was mapped using structured blueprints to create a clear, automated flow.
1. Inquiry Capture & Workflow Design
All incoming inquiries were centralised within the CRM and categorised automatically based on their source, including WhatsApp and Zoho LeadChain. Automated reminders, follow-up tasks, and status updates were introduced to ensure consistent nurturing and timely communication, reducing the chances of missed opportunities.
2. Client Information & Journey Structuring
Once an inquiry was qualified, the client’s details were moved into a dedicated section designed to maintain an organised and easily accessible database. From here, each potential client journey branched into one of two paths—consultation or treatment—based on their needs, allowing the team to manage every case with clarity and precision.
3. Consultation Process Automation
The consultation process was fully automated using a structured workflow:
● When a client required an initial consultation, a dedicated record was created to track all consultation activities.
● An automated email containing a booking link—powered by Zoho Bookings—was sent, enabling clients to schedule sessions directly with the consultant.
● Required documents such as medical reports could be requested automatically, ensuring clients submitted necessary files on time.
● After the consultation was completed, the system updated the status and provided an option to begin the treatment journey, allowing a smooth transition for clients who wished to proceed.
4. End-to-End Treatment Lifecycle Management
A detailed, stage-based flow was created to manage each client’s treatment journey. The blueprint covered:
● Treatment booking
● Expected start date
● Ongoing treatment progress
● Payment milestones
● Completion status This structure provided the team with complete visibility into every step, ensuring that both medical and administrative processes were handled efficiently.
5. Integrated Payment Tracking A dedicated system was configured to record and monitor all payments related to consultations and treatments. Each transaction was linked to the client’s treatment journey, offering real-time financial clarity and supporting accurate reporting for the management team.
6. Document Collection & Centralised Storage To streamline the handling of medical records and uploaded reports, Zoho WorkDrive was integrated for secure document storage. Automated emails were set up to request specific documents whenever needed, ensuring that all information was collected in a timely and organised manner.
By applying structured blueprints and customised workflows, the implementation created a seamless and automated experience across all client touchpoints—from the moment an inquiry was received to consultation, treatment progress, and final payment. This ensured consistency, improved efficiency, and strengthened operational control for the entire team.
Result
The implementation of Zoho CRM, combined with Zoho Bookings and Zoho WorkDrive, significantly improved Maurya Ayurveda’s operational efficiency and transformed the way inquiries and client journeys are managed.
Key Outcomes Achieved:
Centralised Lead Management All inquiries from WhatsApp, LeadChain, and social media channels are now captured automatically, ensuring complete visibility and eliminating missed leads.
Seamless Consultation and Treatment Flow Clients can schedule consultations through automated booking links, reducing manual coordination and increasing conversion rates. The structured progression from consultation to treatment has also created a smooth and transparent journey for every client.
Stronger Follow-Up Discipline Automated alerts and task reminders have helped the team respond promptly, reducing delays and ensuring consistent follow-ups across all services.
Clear Insight Into Marketing Performance With accurate tracking of lead sources and conversions, the organisation can now evaluate which channels perform best and optimise marketing investments accordingly.
Enhanced Client Experience Faster responses, simplified booking, and clear tracking of consultation and treatment stages have improved engagement for both domestic and international clients.
Improved Payment Transparency The integrated payment tracking system offers complete clarity on consultation and treatment payments, helping both the administrative and finance teams stay aligned.
Scalable, System-Driven Operations With automated workflows supporting every stage from inquiry to treatment completion, Maurya Ayurveda now operates with reduced manual effort and is wellpositioned to scale efficiently.