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- Multi-therapy wellness centre (name withheld)
Wellness centre connects enquiries, bookings and treatments in Zoho CRM
A centre offering Ayurveda, physiotherapy, acupuncture and speech therapy runs each client journey, from enquiry to payment, on Zoho CRM, Zoho Bookings and Zoho WorkDrive.
The centre serves local and international clients, and its digital marketing brings a steady flow of enquiries.
The problem
Scattered enquiries
Messages from four channels were not in one place, so some were duplicated or missed.
Manual follow-ups
Staff updated statuses and sent reminders by hand.
No view of marketing results
Lead sources were not tracked.
What we built
Zoho CRM
- WhatsApp and social media enquiries captured through LeadChain, with source tracking
- Separate consultation and treatment paths
- Blueprint stages from booking to completion
- Payment records linked to each treatment
Zoho Bookings
- Booking emails that let clients choose their own slot
Zoho WorkDrive
- Storage for reports and medical files, requested by automatic email
Before and after
| Area | Before | After |
|---|---|---|
| Lead capture | Scattered | Central, with source |
| Consultation booking | Back-and-forth calls | Self-booking |
| Treatment tracking | Hard to monitor | Blueprint stages |
| Marketing results | Unknown | Source performance visible |
How the project ran
- Discovery: domestic and international client journeys mapped
- Enquiry capture: channels centralised with reminders
- Consultations: booking emails and document requests automated
- Treatments and payments: blueprint and payment tracking built
- Rollout: team trained on the new flow
Results
The centre captures every enquiry with its source and follows up on time. Leadership can now compare marketing channels.
Questions about this project
Can clients book without calling?
Yes. Zoho CRM sends an email with a Zoho Bookings link and clients pick their own slot.
Where are medical files stored?
In Zoho WorkDrive, linked to the client's journey.
Have a similar business challenge?
If your business has outgrown spreadsheets or legacy software, talk to us about a phased move to Zoho.