How a Racing Organisation Went from Frustrated to Satisfied with Zoho CRM and Zoho Creator

A major racing organisation in Queensland, Australia, overseeing thoroughbred, harness, and greyhound racing, supports over 120 race clubs and organises approximately 150 events annually. Its role is essential to the local economy and community. To manage its procurement needs effectively, the organisation sought a fair and transparent process to secure quality goods and services, focusing on achieving value for money through open tendering. This case study explores how Zoho CRM and Zoho Creator were implemented to transform their procurement process, enabling a streamlined approval workflow and reducing reliance on manual processes.

As a key player in Australia’s racing industry, this organisation supports hundreds of races and events, playing a central role in the state’s economy and community engagement. With extensive responsibilities, they depend on a robust procurement process to source goods and services efficiently and fairly. However, a high volume of procurement requests, manual data entry, and an outdated approval system created inefficiencies. Recognising the need for a more automated approach, they integrated Zoho CRM and Zoho Creator, allowing precise management of procurement requests, improved workflows, and stronger supplier relationships.

Outdated systems and manual workflows hindered the organisation’s ability to manage procurement requests effectively. Without automation, delays, errors, and communication gaps impacted compliance and operational flow. A streamlined solution was essential to maintain smooth operations and uphold fair procurement practices.

The solution involved implementing Zoho CRM and Zoho Creator to address the organisation’s procurement requirements. Key components included:

• Zoho Creator: Configured a custom procurement request form with tailored workflows to streamline approvals.
• Zoho CRM: Used to manage supplier data, track procurement requests, and ensure transparency.
• Approval Workflow Implementation: Established a dynamic, sophisticated approval process in Zoho Creator, respecting team roles and authorisation levels.

The integration process included several critical steps to ensure smooth functionality:

• Form Configuration in Zoho Creator: Developed a customised procurement form for clear data capture and automated processing.
• Approval Workflow Design: Created a detailed approval workflow, enabling specific team members to approve requests without redundancy.
• Trial and Error Testing: Conducted comprehensive testing to validate the approval workflow and form functionality, ensuring it met requirements without affecting other systems.
• Task Tracking and Automation: Implemented automated task tracking and reminders, reducing manual follow-ups and helping the team meet deadlines efficiently.

The Zoho CRM and Zoho Creator integration produced significant improvements:

• Streamlined Procurement Process: The procurement request form and approval workflows now operate seamlessly, enabling the team to handle high request volumes without delays.
• Improved Efficiency: Automated task tracking and reminders allow staff to concentrate on high-value tasks rather than manual follow-ups.
• Optimised Approval Flow: The dynamic approval process ensures efficient, accurate request processing, reducing unnecessary approvals and ensuring compliance.
• Enhanced Financial Management: Using Zoho Books, the organisation also streamlined invoicing and payment processes, ensuring timely payments and smoother financial operations.