Connect online marketplace with ZOHO CRM

Reset, rebuild and configure administrative backend processes for a platform that sells courses as commodities.




Training, Educating, & Certification Marketplace




About the customer

Preparing students for a successful land surveying career. Online marketplace with study tools and courses for certification qualification and state-specific exams.


Clients Requirement
  • Reset, rebuild and configure administrative backend processes for a platform that sells courses as commodities.
  • Build ZOHO processes to support existing online marketplace to handle full-fledged support for scheduling, affiliate marketing and all related admin processes (Scheduling, Payments, Invoices etc.)
  • Re-design and implement workflow automations to requests, registrations, payments, and bookings.

The Beginning

How have we started

On Discovery, discrepancies in segregation of Lead and Contacts, disconnect in categorising opportunities associated with a Contact, and loss of vital information in inbound Sales Orders resulted in disjointed sales and relationship-building efforts. The data analysis further found incorrect data conversion mapping and duplicate syncs with the e-Commerce store. An e-commerce automation solution was proposed that consolidates and categorizes all inbound data, thereby identifying the source and data type. Custom workflow automation identified the data source as a Lead or Prospect and then initiated the prospect to contact Process, deal creation/ up-sell, invoice generation, and other macro-level recommendations to improve organisation and data efficiency.

Deficiencies in As-is

  • Incorrect configurations in e-commerce integration.
  • Record creation and updates executed without dupe check
  • B2B implementation for a B2C business.
  • Duplicate data within Leads, Contacts, Accounts, Deals, and Activities
  • Mismatch in data attributes between CRM and e-Commerce site
  • Incorrect data sync (Call center, SMS, and ZOHO tools)
    Note: Current workflows can be extended to student management or assessment capabilities.


Project Plan:

Step 1: Implement an error-free integrated solution in CRM for inbound data from e-Commerce – Sales, Invoice and Payments & Customer Support activity.
Step 2: Build a verified and unique Leads and Contact list.
Step 3: Reduce disjointed sales transactions and duplicate data
Step 4: Determine customer buying habits and vital insights into the customer base
Step 5: Maximising operational efficiencies and increasing revenue.


Setting the scene
  • Nurturing new customers & remember sales opportunities
  • Organize Sales – Contact management, Customer information, and decision making with a consistent sale to customer service processes
  • Ensure consistency at every Sales pipeline – New, Upsell, Closed, Lost.
  • Categorize prospects – Targeted Marketing campaigns with accurate and latest particulars of customers/ interactions.
  • Data Analysis – Lead generation, Customer lifetime analysis, Value forecasting, Customer support.
  • Marketing Support – market effectively to sell cohort-based courses.


Challenges we Faced
  • Objectively analyze operational data and provide a plan for a phased implementation.
  • Organize CRM for developmental work concurrently editing eCommerce/ CRM integration
  • Customize data structure and data taxonomy in CRM to reorganize sales data
  • Restructure collaboration and engagement automation (Telephony, ZOHO Booking integration) without losing current data.