How a Construction and Renovations Company Streamlined Their Sales Process with Zoho’s Automation

This client is a Brisbane-based construction and renovations company seeking to modernise its sales management processes. Facing inefficiencies with manual workflows, multiple tools, and limited automation, they partnered with Smartmates to design and implement a tailored Zoho ecosystem. The project centred on streamlining sales pipelines, automating enquiry capture, improving appointment scheduling, and digitising contract workflows. By deploying Zoho CRM, Zoho Forms, Zoho Bookings, and Zoho Sign, integrated into a centralised platform, they aimed to increase efficiency, reduce administrative effort, and deliver a seamless customer experience.

This client is a Brisbane-based firm driven by a team of industry professionals, combining experience in architecture, project management, site supervision, and customer engagement. Each member brings a complementary expertise, from meticulous design and structural planning to on-site execution and post-completion support, ensuring clients receive end-to-end accountability and high-standard outcomes. This well-rounded leadership foundation empowers them to deliver quality residential and commercial projects with precision, responsiveness, and client trust.

The company faced significant challenges in managing its growing sales and customer management processes due to fragmented tools and limited automation. Relying on disconnected platforms for enquiries, scheduling, contracts, and customer communication created inefficiencies and data silos, while the lack of streamlined workflows restricted visibility and slowed response times. Key processes such as enquiry handling, appointment booking, and contract management were heavily manual, consuming valuable time and resources. As the business expanded, these gaps made it increasingly difficult to maintain efficiency and scalability, highlighting the need for a centralised, automated solution that could unify operations and deliver real-time insights.

Smartmates proposed a complete solution using Zoho’s suite of applications, fully integrated to support their end-to-end sales process:

• Zoho CRM Enhancements: Configured sales pipelines, blueprints, and automated workflows, as well as dynamic email templates linked to lead and deal records.
• Zoho Forms Integration: Mapped the Project Enquiry form directly into the Leads module in Zoho CRM to ensure automatic capture and follow-up.
• Zoho Bookings Setup: Replaced Calendly with Zoho Bookings, synced with Google Calendar, and integrated with Zoho CRM for unified appointment tracking.
• Zoho Sign Mail Merge: Set Up Zoho Sign to replace DocuSign, with mail merge templates in Zoho Writer that automatically fetch data for contracts and proposals.

The implementation of Zoho’s solutions involved several key steps to ensure seamless integration and functionality:

• Zoho CRM Enhancements:
  • Reviewed existing CRM setup and integrated domain authentication and email sync.
  • Created dynamic templates for enquiry responses, proposals, contracts, and follow-ups.
  • Defined a streamlined pipeline with automated reminders and task assignments.
• Zoho Forms Integration:
  • Mapped all enquiry form fields to CRM leads.
  • Embedded the form into the new website with branding customisation.
  • Conducted data flow tests and visual improvements.
• Zoho Bookings Setup and Integration:
  • Configured booking services (e.g. discovery calls, consultations).
  • Customised booking pages with the relevant branding.
  • Synced with Google Calendar and mapped booking data into CRM.
• Zoho Sign Mail Merge:
  • Integrated Zoho Sign with Zoho CRM.
  • Set up mail merge templates in Zoho Writer.
  • Automated document generation, signing order, and storage in CRM records.

The solution provided them with an automated data management platform:

• Efficiency gains: Manual data entry was reduced significantly through automation and system integration.
• Stronger client engagement: Automated enquiry handling, appointment scheduling, and contract signing improved customer experience and reduced delays.
• Cost reduction: Moving from DocuSign to Zoho Sign eliminated unnecessary subscription costs.
• Scalable foundation: The integrated Zoho platform now allows them to expand its capabilities as the business grows.