A centralized sales automation and customer engagement system designed to streamline lead management, improve follow-ups, and enhance WhatsApp-based communication for a fast-growing food brand.
Food & Beverage
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The primary goal was to build a structured sales and customer engagement system that enabled the organization to:
Centralize all sales leads in one platform
Ensure timely and disciplined sales follow-ups
Reduce dependency on manual reminders and memory
Improve response time to customer enquiries
Track sales activities and follow-up performance
Enable management visibility on sales execution
Sales calls were handled manually outside the CRM, leading to missed or delayed follow-ups and inconsistent lead tracking.
Sales representatives relied on personal notes or memory, increasing the risk of lead leakage.
Customer enquiries coming via WhatsApp were not systematically captured or linked to CRM records.
There was no clear visibility into pending follow-ups, overdue tasks, or sales productivity.
We configured and optimized Zoho CRM to align with the client’s sales workflow. This included:
Custom Lead modules and layouts
Field customization for business-specific data
Role-based access and permissions
Lead ownership and assignment rules
Lead status and stage definitions
To address follow-up discipline, a structured task-based approach was implemented:
Tasks enabled directly within Lead records
Mandatory follow-up date and time capture
Automated reminder notifications
Clear tracking of pending, completed, and overdue follow-ups
Standard CRM reports were implemented to provide insights into:
Upcoming follow-ups
Overdue tasks
Lead status-wise performance
Sales productivity and activity tracking
To strengthen customer engagement, WhatsApp automation was integrated using Chat360:
Official WhatsApp Business API integration
Centralized WhatsApp inbox for sales and support teams
Automated greeting and enquiry responses
Lead capture directly from WhatsApp conversations
Auto-creation and updating of CRM lead records
Complete conversation history mapped within the CRM
Zoho CRM
Chat360
WhatsApp Business API
Workflow Automation
CRM–WhatsApp Integration
We worked closely with the sales team to understand calling workflows, follow-up gaps, and customer communication challenges.
Rather than over-automation, the focus was on a practical and easy-to-adopt task-based follow-up system.
Automated reminders, centralized CRM tracking, and WhatsApp integration reduced manual work and improved response speed.
Clear task ownership and activity visibility helped improve sales accountability and discipline.
Sales teams now operate with clear reminders and structured follow-up tracking, significantly reducing missed leads.
WhatsApp automation enabled quicker responses to customer enquiries, improving engagement and trust.
Managers gained real-time visibility into sales activities, pending tasks, and follow-up performance.
Centralized CRM and WhatsApp integration ensured every enquiry was captured and tracked.
The system is now ready to support higher lead volumes and future automation enhancements.
