Case study · Accounting and tax
Zoho CRM and SalesIQ Inquiry Management for a Tax Advisory Firm
An Australian tax and accounting practice now captures website and email inquiries in Zoho CRM, with automated follow-ups and a SalesIQ chatbot that qualifies visitors by service.
- Zoho One
- Zoho CRM
- Zoho SalesIQ
At a glance
The challenge
The practice handles personal tax returns, bookkeeping and BAS, payroll, and SMSF work. Inquiries came in through both the website and email, so the team had no single place to track and answer them.
- Inquiries arrived through more than one channel, which made prompt follow-up hard to guarantee.
- There was no single, complete history for each customer.
- Replies to common service questions were not standardized.
- Website visitors had no simple way to reach the practice and say what they needed.
What we built
We set up Zoho CRM and Zoho SalesIQ under the practice’s Zoho One subscription. The CRM holds every inquiry and customer, and a website chatbot turns visitors into leads the team can act on right away.
Lead and contact management
We configured the core Leads, Contacts and Accounts modules to track each customer and the services they are interested in.
Inquiry custom fields
Custom fields tag every inquiry by type, source and next action, so each record shows what to do next.
Assignment and reminders
Workflow rules assign new inquiries to the team and set follow-up reminders automatically.
Standard email templates
Ready-made templates cover acknowledgments, appointment booking and document requests, so replies stay consistent.
SalesIQ website chatbot
A chatbot greets site visitors, collects their contact details and qualifies each request by service.
Chat widget on the website
The SalesIQ widget is embedded on the practice’s website and passes visitors into the CRM as leads.
Connected systems
- Practice website (Zoho SalesIQ chat widget)
- Zoho SalesIQ to Zoho CRM
The outcome
- All inquiries are now captured in one system instead of being split across website and email.
- Follow-ups run on a standard pattern through templates and workflow automation.
- Each customer has one record that shows their service interest and next action.
- Website visitors have a clear way to contact the practice through the chat widget.
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