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CRM Masters
  • November 17, 2023
  • CRM-Masters
  • 0

Case Study- Zoho CRM For Tiles Industry



Business Type

B2C & B2B


Zoho CRM


New Delhi, India


They are a leading brand in the tile industry. They produce ceramic tiles, vitrified tiles, wall tiles, floor tiles, and digital tiles for various applications in your home and office. They have a production capacity of close to 30 million square meters from the three plants. They opened their plant in various cities across India to ensure International style displays and a pleasurable experience for prospective customers.
They require a process from which they can do lead generation and follow-ups, deals, closure, and order management. There are several phases to each of these processes.

This case study highlights how CRM Master’s Infotech successfully implements the Zoho CRM Blueprint and the subsequent improvements in lead management, automation, validation, and collaboration of teams.

Business Problems

Before implementing Zoho CRM, They faced challenges in effectively managing their leads, accounts, contacts, and deals.

Inefficient Sales Process

The absence of a centralized Sales system led to inefficient sales processes. This lack of coordination among sales teams resulted in missed opportunities and reduced overall productivity.

Limited Customer Insights

They need help obtaining comprehensive visibility into customer information and preferences. It limited their ability to deliver personalized experiences and execute targeted marketing campaigns, ultimately impacting customer satisfaction and retention.

Inefficient Lead Management

With a well-thought-out lead management system, they found it easier to capture, track, and prioritize leads, leading to lost sales opportunities and misallocation of resources.

Business Objectives

  • Lead Management System
  • Automate sales process
  • Workflow Rules
  • Assignment Rules
  • Reports and Dashboards
  • Enhance Customer Engagement

Our Solutions


Facebook Integration

We have integrated Facebook and reconnected with their CRM system, and they gained the targeted marketing campaigns, lead generation, social media listings, and customer interaction by synching Zoho social with their CRM.

Whatsapp Integration

We have integrated Whatsapp with their CRM system so that they can create personalized communication, transactional messaging, and broadcast lists on WhatsApp. With this integration, when a particular stage of the deal changes, they receive a text message in their WhatsApp for lead information.

Key Challenges

Value First Template

We face difficulties managing the number of empty variables. So, we checked if-null and set the static value to NA, and the query was done. We also noticed that the Access token expires in 60 days, so we created a global variable to keep track of the value.


Zoho CRM

We implement the Zoho CRM with the existing systems, allowing them to manage their sales data. With the help of Zoho CRM, we manage their lead process accurately and handle all things smoothly from lead to deal.

Zoho Books

With the help of Zoho Books, we provided a comprehensive invoicing, accounting system, and credit notes tailored to their specific needs. The integration with Zoho CRM ensured that customer information, bookings, and financial data were seamlessly synchronized by providing a holistic view of the customer journey and financial transactions.

BluePrint Implementation

The team of CRM Master’s Infotech integrated the Blueprint feature within Zoho CRM, which allowed them to establish a standardized sales process. The blueprint feature provides step-by-step guidance to sales representatives, ensuring consistency and adherence to best practices throughout the sales process. This results in improved efficiency, reduced errors, and increased customer satisfaction.

Impact Of Our Solutions

Lead Management Optimization

By centralizing and automating the lead management process, CRM Masters were able to implement custom lead scoring parameters that allowed them to prioritize the best leads and assign them to the right sales reps.

Streamlines Sales Process

We provide solutions with the help of Zoho CRM and automate their lead management, ensuring lead qualification and tracking. This solution helps in response time and improves conversion rate.

Account and Contact Management

CRM Masters Infotech:- We provide a consolidated view of customer accounts and contacts with the help of Zoho CRM. This enhanced visibility enabled their sales team to understand customer needs better, resulting in more personalized interactions and improved customer satisfaction.

Reports and Dashboards

We leveraged the robust reporting and dashboard capabilities of Zoho CRM to create customized reports tailored to their specific requirements. The following reports were implemented:

  • Agent Wise Target Reports:- To track the performance of their sales agents, we created agent-wise target reports. These reports provide an overview of each agent’s assigned targets, actual sales achieved, and performance.


  • Monthly Qualified Leads:- Tracking Qualified leads is crucial for their sales team. Our team worked and developed monthly qualified leads reports that displayed the number of leads generated each month, the source of these leads, and the conversion rates. This report enabled them to analyze the effectiveness of its lead generation strategies and make data-driven decisions to optimize its marketing efforts.


  • Total Active Leads:- To monitor the overall performance of the sales pipeline, we implemented a total active leads report. This report provides real-time visibility into the number of active leads. By tracking the progression of leads through the sales cycle, they could identify bottlenecks and take proactive measures to improve conversion rates.


  • Deal Without Tasks:- Managing tasks and follow-ups is crucial for closing deals. We created deals without task reports, which highlighted deals that did not have association tasks. This report improves their sales productivity.


  • Total Enrolled Contractors:- They work closely with contractors for tile installation. To streamline contractor management, we developed a Total Enrolled Contractors report. This report provided a comprehensive view of the total number of enrolled contractors, contact details, and performance metrics.

Deal Management

CRM Master’s helps them gain better control over their sales pipeline. The platform facilitated efficient tracking and management of deals, ensuring timely follow-up and increased conversion rates.



Increase in Lead generation


Streamlined Support Process


Customer Trust Increases

Manage Reports and Dashboards

Deal Management

About CRM Masters

CRM Masters provide cutting-edge solutions and always work hard to resolve their clients’ problems within a given time frame. In a nutshell, we intend our customers to be loved by their customers. Our experts study your organization’s needs to identify the most suitable CRM product for your business, which can be implemented with minimum customization. If you have been losing sales and revenue due to a non-responsiveness CRM system that fails to add value after the employees leave the premises, we will take care of it by customizing the CRM. Also, CRM Masters is a Zoho Premium Partner that helps you to build the CRM from Scratch.