How a Pool Heating Services Improved Contractor Communications with Zoho CRM

The company aimed to modernise its contractor communication, previously managed through manual emails, calls, and spreadsheets. As service demands grew, these fragmented methods caused delays, inconsistent information, and difficulties managing multiple jobs.

Partnering with Smartmates, the company adopted an integrated solution using Zoho CRM, Zoho Forms, and Outlook calendar, centralising communication, automating workflows, and boosting operational efficiency.

The company previously relied on manual emails and calls to coordinate work orders with contractors, leading to delays in scheduling, data collection, and project tracking. Smartmates implemented a streamlined contractor communication system in Zoho CRM’s Deals module, integrated with Outlook and Zoho Forms. Customised pipeline stages provided clear workflows from lead qualification to job completion. Key forms for Installation, Removal, Call Out/Service, and Quotes were built in Zoho Forms and linked to Zoho CRM. Automations ensured timely work orders, calendar invites, and post-job forms, reducing administrative effort, improving contractor coordination, and enhancing overall service delivery.

As the company scaled its operations and engaged more contractors, manual emails and calls made coordinating work orders harder, often causing scheduling delays and unclear instructions.

Without automated workflows, staff spent excessive time on repetitive data entry instead of focusing on customer service and oversight. Inconsistent communication templates also left contractors with incomplete job details, affecting preparedness and leading to rework.

To overcome these challenges and support growth while maintaining service quality, the company partnered with Smartmates to design an integrated, automated contractor communication solution that streamlined processes, improved coordination, and enabled scalability.

Smartmates implemented a comprehensive and scalable solution that streamlined contractor communication and optimised job management through the Zoho ecosystem:

• Captured job information through customised online forms integrated with Zoho CRM.
• Configured a centralised pipeline in Zoho CRM to track all jobs from initiation to closure.
• Automated email notifications and calendar invitations to keep contractors informed at each stage.
• Enhanced communication templates to include detailed job information such as property type, roof specifications, trenching requirements, and other technical details.
• Integrated Zoho CRM with Outlook to ensure consistent scheduling and seamless event sharing.

This unified, automated workflow replaced fragmented manual processes and ensured better coordination between the business and its contractors.

The project was delivered in structured phases to ensure smooth adoption and alignment with day-to-day operations:

• Discovery and Workflow Mapping: Smartmates collaborated with their team to document current processes and identify areas for improvement.
• System Design and Development: Custom forms were created to capture all required job data and integrated into the CRM pipeline.
• Integration and Testing: Automated workflows were rigorously tested to ensure reliable performance in real-world conditions.
• User Training and Support: The team received hands-on training to confidently manage the new system.
• Continuous Optimisation: Feedback was incorporated to fine-tune workflows and enhance usability.

• Operational Efficiency: Reduced time spent on manual communication and data entry.
• Enhanced Contractor Experience: Automated notifications and detailed job information improved clarity and responsiveness.
• Improved Visibility: Real-time tracking of job progress within a centralised system.
• Better Documentation: Standardised forms and the ability to upload job photos streamlined record-keeping.
• Scalability: The solution supports growing business demands without adding administrative complexity.