Kalyan Jewellers Zoho CRM Case Study

Client Overview

Kalyan Jewellers, with hundreds of outlets across multiple regions, faced challenges in handling the high volume of franchise inquiries generated through its website. With ambitions for rapid expansion, they needed a smarter, automated, and scalable system to capture, classify, and convert these inquiries into actionable business opportunities.

They approached us, the best Zoho implementation partner, to modernize their lead management processes and ensure no potential opportunity slipped through the cracks.

Challenges

Before the project began, Kalyan Jewellers' inquiry handling process was slow, fragmented, and heavily reliant on manual effort. Website form submissions were manually transferred into spreadsheets, often leading to:

Follow-ups delayed 48-72 hours, hurting inquiry conversions.

No categorization by type, priority, or region.

Nearly 20% of inquiries lost, weakening franchise growth.

Leadership lacked insights on trends and conversion rates.

No structured allocation created workload imbalances across teams.

Unreliable predictions hindered inventory, staffing, and expansion planning.

Their leadership recognized that without a robust Zoho solution, their growth targets would be difficult to achieve. They needed expert Zoho consultation to design a fully automated, data-driven system for lead capture, follow-up, and reporting.

Solution

After a detailed Zoho needs assessment, we implemented a customized marketing automation system powered by Zoho CRM. As the best Zoho partner for large-scale retail businesses, we ensured the deployment was seamless, future-proof, and tailored to their operational workflows.

Our Zoho implementation included:

Automated Lead Capture

Direct integration of website forms with Zoho CRM.

100% of form submissions now create leads instantly in the CRM with complete contact details.

Lead Classification & Assignment

Added custom fields to categorize inquiries by type (e.g., “To Open Store” or “Lease Site”) and classification (Hot, Warm, Cold).

Implemented round-robin and region-based lead assignment to ensure balanced workloads.

Sales Pipeline Optimization

Designed a customized pipeline to track leads at every stage, from initial inquiry to deal closure.

Automated workflows to progress leads based on defined engagement criteria.

Increasing Closure Rates

Identified and addressed bottlenecks in the sales process.

Implemented automated nudges and reminders for sales reps to follow up on high-priority leads, resulting in higher deal closure probabilities.

Optimizing Sales Executives' Performance & Tracking Commissions

Monitored individual sales executive performance through dashboards and reports.

Set up commission tracking within Zoho to ensure accurate and transparent incentive management.

Sales Forecasting

Built predictive models and analytics tools to forecast sales based on lead trends, historical data, and pipeline activity.

Enabled leadership to make proactive decisions about staffing, inventory, and expansion strategies.

Task Management & Activity Logs

Automated task creation and activity logging for each lead and deal stage.

Provided visibility into follow-ups, meetings, and calls, ensuring accountability and timely actions across the sales team.

Follow-Up Automation

Integrated follow-up tasks and reminders linked to each lead or deal.

Tracked last contact date, status, and internal notes to ensure timely action.

Real-Time Reporting & Dashboards

Built dashboards to monitor inquiry volumes, funnel stages, conversion rates, and team performance.

Created reports to highlight regional trends and top-performing sales reps.

Results

Within 90 days of the Zoho implementation, Kalyan Jewellers experienced measurable improvements:

100% Automated lead capture

-85% Response time reduction

0% Lead leakage

+75% Sales conversion uplift

98% Follow-up compliance

35% Increase in deal closures

Conclusion

This project proved that a well-executed Zoho implementation can transform sales efficiency and lead management for high-growth retail businesses. By combining advanced automation, intelligent classification, and real-time reporting, we enabled Kalyan Jewellers to capture every opportunity, act on it faster, and close deals more effectively.

As a trusted Zoho implementation partner, we understand that every business’s Zoho needs are unique. With our tailored Zoho services and expert Zoho consultation, we help brands leverage the full potential of Zoho solutions, driving measurable growth, efficiency, and profitability.

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Transforming Kalyan Jewellers' Lead Management and Sales Efficiency with Zoho Marketing Automation