Case study · Retail and repair
Omnichannel Sales and Repair Workflow on Zoho for a Retail Business
A multi-branch retail and repair business now turns WhatsApp, Facebook and Instagram chats into tracked orders, quotes and repair cases in Zoho, with cash van dispatch and deadline alerts.
- Zoho CRM
- Zoho Inventory
- Zoho Desk
- Zoho FSM
- Facebook Messenger
At a glance
The challenge
The business sells products and repair services from several branches, and customers reach its sales agents over WhatsApp, Facebook and Instagram. The team needed one system to carry each request from the first chat through to the branch, the technician or the van.
- Turn chat inquiries from three messaging channels into orders and quotes without retyping customer details.
- Hand repair requests from agents to technicians and field vans with a clear status at every step.
- See which customers are waiting on parts, repairs, deliveries or inspections, and which jobs are close to a promised deadline.
- Follow up with interested customers and collect feedback without manual reminders.
- Know where each cash van is and whether it is free for the next visit.
What we built
We built a workflow on Zoho CRM, Zoho Inventory, Zoho Desk and Zoho FSM that links the messaging channels, sales agents, branches, technicians and cash vans. Each customer request becomes a tracked record, from the first chat to the final delivery or repair.
Chat-to-order capture
Customers who message on WhatsApp, Facebook Messenger or Instagram are matched to their Zoho contact. Their details, the date and the creating agent fill into the order automatically.
Branded quotations from stock
Agents pick stock items with quantities and prices and send a quotation that carries the company logo. A quote can later become an invoice, delivery, service request or inspection request.
Repair case management
A service form records the customer and the request, then passes it to a technician who adds parts, service charges, expected repair time and inspection notes. One case ID moves through statuses such as awaiting parts, in repair and waiting for pickup.
Cash van field visits
Agents log the customer’s address, mobile number and shared location, then send the job to a cash van. The system tracks each van’s location, and crews mark arrival and job completion.
Branch lead alerts
When a customer asks for a quote or the nearest branch for pickup, the agent at that branch is notified of the potential lead.
Automated follow-up and feedback
A rating and comment request goes out one to three hours after an agent closes a chat. Customers marked as potential leads get an automatic check-in message after a set time.
WhatsApp campaigns and chat routing
Agents can send marketing campaigns to large contact lists from a verified WhatsApp account. A chatbot on WhatsApp, Facebook and Instagram routes each chat to the right department.
Deadline-aware reports
Reports show agent and technician activity, including reply times, plus queues of customers waiting for parts, repairs, deliveries, inspections or store visits. Red, orange and green markers show which jobs are late or near the agreed deadline.
Connected systems
- WhatsApp (verified account)
- Facebook Messenger
- Instagram messaging
The outcome
- Chat inquiries from three channels now become tracked orders, quotes or service cases in one Zoho system.
- Repair jobs move from agent to technician to cash van under one case ID with a clear status.
- Managers can see waiting customers and spot jobs at risk of missing the deadline agreed with the customer.
- Feedback requests and lead follow-ups go out automatically.
- Cash van availability, location and job progress are visible in reports.
Many of our projects are under NDA, so we keep client names private. With client consent, we can share more detail or a live walkthrough on a call.
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