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- Home services marketplace (name withheld)
Home services marketplace manages customers, partners and campaigns in Zoho CRM
A marketplace for construction, interiors, home automation and maintenance uses Zoho CRM with WhatsApp campaigns, cloud telephony and Zoho Survey to manage both customers and service partners.
The marketplace connects customers with experts for construction, interior design, home automation and maintenance, and tracks each job.
The problem
Unstructured queries
Customer and vendor queries came from many sources.
Weak call tracking
Staff could not easily see who they were calling or log the conversation.
Scattered campaigns and feedback
WhatsApp, email and call campaigns were hard to coordinate, and feedback was rarely collected.
What we built
Zoho CRM
- Leads from WhatsApp, the website, Facebook and campaigns
- Bookings and Partners sections for assigning experts
- Follow-up notifications and dashboards
Integrations
- Picky Assist for single and bulk WhatsApp campaigns
- Voxbay for click-to-call and call recordings
Zoho Survey
- Feedback forms by email and WhatsApp after each job
Before and after
| Area | Before | After |
|---|---|---|
| Queries | Scattered | Central leads and bookings |
| Partner matching | Manual lookup | Partners section |
| Calls | Unlogged | Logged with recordings |
| Feedback | Rarely collected | After every job |
How the project ran
- Discovery: customer, vendor and booking flows mapped
- CRM setup: leads, bookings, partners and dashboards
- Integrations: Picky Assist, Voxbay and Zoho Survey
- Testing and training: operations team trained
- Go-live: daily operations moved onto the CRM
Results
Staff assign the right partner quickly, WhatsApp campaigns run from the CRM, and managers see activity on dashboards.
Questions about this project
Can Zoho CRM run WhatsApp campaigns?
Yes, through a WhatsApp provider. This project used Picky Assist.
Can calls be recorded in Zoho CRM?
Yes. Cloud telephony logs call details and recordings on the record.
Have a similar business challenge?
If your business has outgrown spreadsheets or legacy software, talk to us about a phased move to Zoho.