How a Fintech Company Transformed Customer Management with Zoho CRM, Zoho Forms, and Zoho Telephony

An Australian-based fintech company needed a more efficient solution for managing customer and loan information. Previously reliant on manual spreadsheets, they faced increasing data management challenges as their client base grew. Initial attempts to use HubSpot proved costly, with subscription requirements surpassing their budget. This case study explores how the company implemented Zoho CRM, Zoho Forms, and Zoho Telephony, alongside integrations with TypeForm and Webflow, to streamline data handling, enhance communication, and improve overall operational efficiency.

This fintech provider offers innovative financial solutions to clients with diverse needs, aiming to simplify data management and improve customer service through streamlined processes. With a focus on growth, the company identified the need for a unified CRM system that could centralise data, automate workflows, and support customer interactions. Zoho CRM, paired with Zoho’s suite of applications, provided a scalable, cost-effective solution that met their specific needs, enabling accurate data handling, process efficiency, and positive client relationships.

The lack of integrated systems and reliance on manual processes created inefficiencies that hindered growth. An affordable, centralised CRM solution was necessary to automate data entry, streamline communication, and reduce operational complexity.

The solution involved implementing Zoho CRM, Zoho Forms, and Zoho Telephony. Key components included:

• Zoho CRM: Custom modules and fields for managing customer and loan information, including multiple borrowers per loan.
• Zoho Forms: Integrated with Zoho CRM to automatically capture and import data from web forms.
• Telephony Integration: Enabled direct client communication from within Zoho CRM, improving engagement and response times.
• Additional Integrations: Linked Zoho CRM with TypeForm, Webflow, and Zoho Analytics for enhanced data handling and reporting.
• Mail Merge for Client Agreements: Simplified documentation with mail merge capabilities in Zoho CRM for managing client agreements.

Key steps in the implementation process included:

• CRM Configuration and Customisation: Built custom modules and fields in Zoho CRM to meet specific data management needs.
• Data Migration: Imported customer and loan data from spreadsheets into Zoho CRM.
• Form Integrations: Linked Zoho CRM with TypeForm and Webflow, automating data capture.
• Mail Merge Setup: Enabled mail merge functionality for client agreements within Zoho CRM.
• Telephony Integration: Installed a telephony system for managing calls directly within Zoho CRM.
• Exploration of Zoho Bookings: Evaluated Zoho Bookings as a potential replacement for Calendly for appointment scheduling (on hold currently).

The integration led to significant improvements:

• Operational Efficiency: Automation reduced manual tasks, minimising errors and saving time.
• Enhanced Customer Experience: Subscribers received timely invoices and immediate access to services upon payment.
• Accurate Tracking: Real-time synchronisation ensured up-to-date records of payment statuses and subscriptions.