Step inside the systems we have built. These Zoho case studies show how Digital Masterpiece designs complete Zoho solutions for health tech, telecoms, banking, financial services, the public sector, consumer brands and more. Pick a project below, then click any Zoho app to see exactly what it does for that client.
Ten organisations, ten complete Zoho systems. Client names are withheld to protect their confidentiality.
Zoho Case Study · Health Tech
Zoho One for a Leading Health-Tech Company Serving Pharmacies, HMOs and Patients
The challenge. A fast-growing health-tech business serving patients, HMOs and a network of pharmacies needed every customer conversation, HMO request, drug stock movement, campaign and internal discussion on one connected platform instead of a patchwork of tools.
12+Zoho apps on one Zoho One platform
2Digital channels with live chat: website and mobile apps
6Teams on one connected system
Touchpoints
Website
Mobile apps
Email
Social media
HMO partners
Pharmacies
The Zoho system we built
Zoho SalesIQ
Live chat, chatbots and visitor tracking embedded in the website and the mobile apps, routing conversations to the right team.
Teams served
Customer care
HMO desk
Pharmacy operations
Sales and partnerships
Marketing
Leadership
The outcome
Every patient and HMO request tracked against an SLA
Live stock visibility across the pharmacy network
Marketing journeys driven by live CRM data
One collaboration suite for the whole company
Ongoing support and continuous improvement from our team
Full system breakdown
Zoho SalesIQ: Live chat, chatbots and visitor tracking embedded in the website and the mobile apps, routing conversations to the right team.
Zoho Desk: Handles patient and HMO requests with SLA policies and escalations, so every request is answered on time.
Zoho CRM: Manages business development, partnerships and sales pipelines, integrated with Marketing Automation.
Marketing Automation: Runs customer journeys and lifecycle campaigns triggered by CRM data.
Zoho Campaigns: Email campaigns and newsletters to patients, partners and HMOs.
Zoho Inventory: Tracks drugs and stock across all pharmacies, with purchase orders and stock transfers.
Zoho Forms: Captures sign-ups, partner applications and requests straight into Zoho.
Zoho Social: Publishes, monitors and responds across all social channels from one dashboard.
Zoho Mail: Company email on the business domain.
Zoho WorkDrive: Shared files and documents for every team.
Zoho Cliq: Internal chat and channels for day-to-day communication.
Zoho Meeting: Internal and client meetings and webinars.
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Zoho Case Study · Telecoms and Internet
Omnichannel Customer Service for a Leading Internet Service Provider in Nigeria
The challenge. Installations, support requests, outages, relocations and refunds arrived through phone, WhatsApp, email and social media, with no single view of the customer and no way to enforce service levels across teams.
13SLA policies with automated escalation
6Departments on one platform
10+Systems and channels integrated
Touchpoints
Phone (IP telephony)
WhatsApp x2
Email
Facebook, Instagram, X
Field service app
Billing system
The Zoho system we built
Zoho Desk
Six departments with SLA policies, multi-level escalations, CSAT surveys and automated regulatory alerts for major outages.
Teams served
Customer service centre
Network operations
Installation and onboarding
Field service delivery
Finance
Retention and refunds
The outcome
Every request in one place with SLA timers and escalations
Billing, field service, sales, network and ERP systems integrated
All operational teams and the IT team trained
Handed over with ongoing hypercare
Full system breakdown
Zoho Desk: Six departments with SLA policies, multi-level escalations, CSAT surveys and automated regulatory alerts for major outages.
Zoho Social: One workspace for the social team, live listening for brand mentions and social messages converted to tickets.
Marketing Automation: Customer lifecycle campaigns with more than 1,000 contacts imported and segmented.
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Zoho Case Study · Financial Services
Multi-Entity Zoho CRM, Desk and SalesIQ for a Financial Services Group
The challenge. A financial services group with separate asset management, pensions and lending businesses needed each entity to run its own sales process while leadership kept one group-wide view of customers.
4Business entities on one CRM
4Entity-specific sales pipelines
3Zoho apps working together
Touchpoints
Website chat
WhatsApp
Email
Relationship managers
Partner referrals
The Zoho system we built
Zoho CRM
Separate pipelines, deal layouts and permissions for asset management, pensions and lending, with group-level reporting.
Teams served
Asset management
Pensions
Lending and investments
Group leadership
The outcome
Each entity runs its own process in one system
Entity administrators manage their own users
One group view of customers and revenue
Full system breakdown
Zoho CRM: Separate pipelines, deal layouts and permissions for asset management, pensions and lending, with group-level reporting.
Zoho Desk: Customer service across the entities with shared knowledge and clear ownership.
Zoho SalesIQ: Website chat capturing enquiries and routing them to the right entity.
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Zoho Case Study · Public Sector and Telecoms
Zoho One for a National Satellite Communications Company
The challenge. A national satellite operator selling broadband, broadcast and transponder services needed a modern customer platform alongside its existing finance system, and a team ready to use it.
3Service lines managed in CRM
6Team spaces configured
33Services catalogued
Touchpoints
Enterprise clients
Government agencies
Broadcasters
Email
Phone
The Zoho system we built
Zoho CRM
Leads, deals and accounts for broadband, broadcast and transponder leasing, organised into six team spaces.
Teams served
Broadband sales
Broadcast
Transponder leasing
Customer support
Management
The outcome
One customer platform across three service lines
Finance system integration
Leadership and staff trained, including a human capital and mindset session
Full system breakdown
Zoho CRM: Leads, deals and accounts for broadband, broadcast and transponder leasing, organised into six team spaces.
Zoho Desk: Customer support for service and technical requests.
Zoho Flow: Integration between Zoho and the Microsoft Dynamics 365 finance system.
Zoho Analytics: Customer and sales analytics dashboards for management.
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Zoho Case Study · Food and Consumer Brands
Zoho for a Premium Food and Beverage Brand Selling Online
The challenge. A premium food brand selling direct to consumers needed to convert website visitors, recover abandoned checkouts, manage social media and keep finance and stock in step with sales.
5Zoho apps in daily use
3Customer channels connected: store, social and chat
1Connected view of marketing, stock and finance
Touchpoints
Online store
Instagram and Facebook
Website chat
Email
The Zoho system we built
Zoho SalesIQ
Live chat on the online store, one of the most used channels with customers.
Teams served
Marketing
Sales
Finance
Operations
The outcome
More checkouts recovered automatically
Social and chat managed from one place
Finance and stock aligned with online sales
Full system breakdown
Zoho SalesIQ: Live chat on the online store, one of the most used channels with customers.
Marketing Automation: Abandoned checkout follow-ups and customer journeys, run with the brand's marketing agency.
Zoho Social: Scheduling, publishing and monitoring across social channels.
Zoho Books: Invoicing, payments and accounts.
Zoho Inventory: Stock control for products and orders.
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Zoho Case Study · Financial Services
NetSuite to Zoho Finance Plus Migration for a CBN-Licensed Payments Company
The challenge. Seven departments raised purchase requests through multi-level approvals on an expensive ERP the business had outgrown.
7Departments on one approval chain
20Zoho Finance Plus users
2Week migration, down from six to eight
Touchpoints
Department buyers
Staff claims and advances
Vendors
Finance team
The Zoho system we built
Zoho Expense
Purchase requests, advances and claims with a full approval chain from department head to management to finance.
Teams served
Seven departments
Top management
Finance
The outcome
Approvals and spending visible in real time
ERP costs replaced by Zoho Finance Plus
AI-assisted data migration validated by our team
Full system breakdown
Zoho Expense: Purchase requests, advances and claims with a full approval chain from department head to management to finance.
Zoho Inventory: Department buyers raise vendor purchase orders with restricted roles.
Zoho Books: Accounting, payments and reporting, with opening balances migrated from a clean cut-over date.
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Zoho Case Study · Industry Association
Zoho One Digital Transformation for a National Industry Association
The challenge. An association serving more than 100 member companies was managing members, finance and reporting across disconnected tools and spreadsheets.
100+Member companies managed
11Stage membership onboarding pipeline
4Core Zoho apps connected
Touchpoints
Member companies
Website
Events
Email
The Zoho system we built
Zoho CRM
Member relationships and an 11-stage membership onboarding pipeline.
Teams served
Membership
Secretariat
Finance
Board
The outcome
Every member tracked from application to renewal
Finance and membership in one system
Board-ready reporting on demand
Full system breakdown
Zoho CRM: Member relationships and an 11-stage membership onboarding pipeline.
Zoho Books: Membership invoicing, payments and accounts.
Zoho Expense: Staff expenses with approvals.
Zoho Analytics: Board and management reporting.
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Zoho Case Study · Banking
Zoho CRM, Desk and SalesIQ for a Microfinance Bank
The challenge. A new microfinance bank needed to originate loans, mobilise deposits and support customers from day one, with banking-specific data and fast lead follow-up.
2Pipelines: loans and deposits
40+Ticket categories with SLAs
2Hour lead response rule
Touchpoints
Website forms
Website chat
Phone (IP telephony)
Social media
Email
The Zoho system we built
Zoho CRM
Loan origination and deposit mobilisation pipelines with banking fields such as BVN, days past due and core banking ID, plus lead follow-up automation.
Teams served
Sales and account officers
Credit
Customer support
Management
The outcome
Every website lead contacted within two hours
Loan and deposit performance visible to management
Customer support with SLA escalation from launch
Full system breakdown
Zoho CRM: Loan origination and deposit mobilisation pipelines with banking fields such as BVN, days past due and core banking ID, plus lead follow-up automation.
Zoho Forms: Loan interest and account opening forms feeding the CRM.
Zoho Desk: One support department with five teams, more than 40 ticket categories and SLA escalations.
Zoho SalesIQ: Live chat on the bank's website.
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Zoho Case Study · Construction
Zoho Books and Inventory for a Construction and Procurement Company
The challenge. The company runs construction projects and procures materials for clients, so it needed tight control of stock, costs and purchase orders across sites.
3Zoho apps connected
2Dedicated roles: store and quantity surveying
1Flow from purchase order to site
Touchpoints
Suppliers
Site stores
Project managers
The Zoho system we built
Zoho Books
Accounts, payables and project costs.
Teams served
Quantity surveying
Store management
Finance
Management
The outcome
Materials tracked from purchase order to store
Costs visible per project
Ongoing finance and inventory support
Full system breakdown
Zoho Books: Accounts, payables and project costs.
Zoho Inventory: Purchase orders, goods receipts against orders and stock issues to sites.
Zoho Projects: Construction projects linked to finance.
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Zoho Case Study · Architecture and Workspace
Zoho Recruit for an Architecture and Workspace Design Firm
The challenge. Hiring was managed through email and spreadsheets, making it hard to track candidates and keep hiring managers aligned.
1Hiring pipeline for every role
1Database for every candidate
1Partner managing the subscription
Touchpoints
Job boards
Careers page
Referrals
Email
The Zoho system we built
Zoho Recruit
Structured hiring pipeline, job board publishing and subscription management on the client's behalf.
Teams served
HR
Hiring managers
The outcome
Every vacancy and candidate in one view
HR runs hiring independently
Full system breakdown
Zoho Recruit: Structured hiring pipeline, job board publishing and subscription management on the client's behalf.
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Your Business Could Be Our Next Case Study
Like the organisations in these Zoho case studies, you may be closer to a connected business than you think. Tell us what is slowing you down and we will show you what your system could look like.
