Key Takeaways

Every B2C enquiry, whether from the WhatsApp chatbot, the website or performance ads, now flows into a single CRM with round-robin assignment, and returning leads are routed back to their original owner. Shift-aware reassignment and SLA escalation make sure a scheduled callback is never missed, even when the owning agent is off. A repeatable, WhatsApp-driven onboarding pipeline now exists for both travel agents and ashrams, with AI-assisted document extraction and Zoho Sign agreements. The rollout came in two phases, B2C lead management first and partner onboarding second, but was built as one connected Zoho CRM engagement. The solution uses Zoho CRM, as part of Zoho One, integrated with Zoho Forms, Zoho Sign and CRM Analytics, alongside the WhatsApp chatbot and telephony.

Overview

Problem: B2C enquiries arrived through a WhatsApp chatbot, the website and performance ads, with no single system tying them together. Leads were tracked inconsistently in Excel sheets, and there was no repeatable process for onboarding the travel agents and ashrams that form the demand and supply sides of the business.

Zoho products: Zoho CRM (Zoho One), integrated with Zoho Forms, Zoho Sign and CRM Analytics, alongside a WhatsApp chatbot and telephony.

Executive Summary

Founded in 2025 and headquartered in India, the client helps travellers discover and book authentic stays and spiritual experiences at ashrams across the country. It serves individual travellers directly while building a growing network of travel agent and ashram partners.

Problem Statement and Key Challenges

The company faced several connected problems:

B2C enquiries came from three separate channels: the WhatsApp chatbot, the Framer website and performance ads. With no shared system, leads were scattered across Excel sheets and could easily fall outside the CRM altogether. Returning and duplicate enquiries had no reliable way to route back to the agent who already owned them, which risked lost context and repeated conversations. New leads had no structured assignment logic, and scheduled callbacks could be missed when the assigned agent was on shift-off or a weekly off. There was also no SLA mechanism to flag a callback that hadn't been actioned in time, so enquiries could go cold unnoticed.

On the partner side, onboarding travel agents (demand) and ashrams (supply) was entirely manual. Collecting PAN, GST or trust deed, bank details and signed agreements had no templated pipeline, document checklist or CRM-linked e-signature process. Meanwhile, existing lead history sat in Excel and other sources, including prior WhatsApp and telephony call data, with no clean, de-duplicated base to migrate from.

At the time of the engagement, the client was managing B2C enquiries across WhatsApp, the website and performance advertising, while also developing two partner onboarding tracks for travel agents and ashrams. Because lead information was spread across Excel and other systems, consolidation, duplicate checking, ownership tracking and follow-up management all took extra effort. The engagement therefore aimed to establish a single CRM-based operating model, not just move existing data into Zoho CRM.

Evaluation of the Problem

FusionHawk's Zoho consultants mapped the client's enquiry and onboarding journeys from start to finish. They separated what had to work identically across every source (assignment, routing, qualification and reporting) from what had to branch by track. Those tracks were B2C lead management in the first phase, and B2B partner onboarding in the second, split further into travel-agent demand and ashram supply flows.

Since the chatbot already handled the WhatsApp and website chat experience, the team scoped the CRM to receive qualified leads and push-back data from the chatbot instead of duplicating conversational logic inside Zoho. They also confirmed that migrating call history from telephony would be a best-effort mapping, limited by what the export could provide.

The evaluation confirmed a two-phase build. A lean B2C CRM foundation would come first, followed by a partner-onboarding layer that reused the same CRM, chatbot and reporting patterns. A single account, contact and deal data model would be adapted for each side rather than duplicating configuration.

Proposed Solution

Phase One: B2C Lead Management

CRM foundation and migration. Existing leads from Excel and other sources, including the chatbot, were migrated into the CRM with cleansing, de-duplication, field mapping and validation. Prior call activity from telephony was mapped on a best-effort basis. A lean B2C pipeline was built around the fields that matter: travel dates, city, ashram, group size, budget, source, and the hot, warm or cold tag. Modules not needed in this phase were hidden so the calling team sees only what it works with.

Multi-source lead capture. Qualified enquiries from the chatbot arrive with their hot, warm or cold qualification intact, while the existing chatbot widget continues to handle website conversations. A Zoho Form with B2C and B2B qualifier and source pick lists was embedded on the Framer website and creates leads in the CRM automatically. Advertisement and other webhook sources were normalised into the Leads module.

Assignment, routing and qualification. Returning and duplicate leads reopen and route to the agent who already owns them. New leads are assigned round-robin or by rule and stay with that owner unless a supervisor reassigns them. Shift-aware handling reassigns the lead, or raises a task for an available agent, when the owner is on shift-off or weekly off. Engagement-based scoring and de-duplication ensure that returning enquiries surface the existing lead.

Automation and engagement. The moment a lead is created, the chatbot sends an instant WhatsApp acknowledgement with collateral, and callback scheduling hands a scheduled call task to the agent. If a scheduled callback isn't actioned within the agreed time, SLA escalation raises an alert up the defined hierarchy. This sits alongside task and follow-up automation, idle-lead alerts and stage-based workflows.

Reporting, UAT and enablement. Management dashboards and reports cover calls and activity per agent, the lead funnel, source performance, conversion and returning-lead value. The phase closed with User Acceptance Testing, bug-fixing and go-live, plus training for the calling team and management and a concise SOP and handover.

Implementation

Two bottlenecks came up. First, migrating prior call history from telephony was limited to what the export could provide, so FusionHawk used a best-effort mapping rather than promising a full history. Second, AI-assisted document extraction in Phase Two depends on a third-party AI model provisioned by or with the client. To handle this, onboarding was rolled out manually first and will be automated once the extraction model is in place.

Additional services included migrating existing leads from Excel and other sources, configuring the Zoho Form embedded on the Framer website, and setting up bilingual English/Hindi document checklists for ashram partners.

Result

Contact

FusionHawk Private Limited