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Case Study - Faith Lumber Pvt. Ltd.

How Faith Lumber aka Reshawood used Zoho CRM Plus applications tostreamline their business process.

Overview

Reshawood is a premium-quality wood importer and exporter under the FAITH Group. The company exports wooden products to more than 10 countries and imports wood from over 15 countries across Europe, the USA, Latin America, Malaysia, and other regions. Their products cater to architects, interior designers, dealers, and homeowners for a wide range of woodwork projects.

About Customer

Client & Background

Client Name: Faith Lumber Pvt. Ltd.

Industry / Business Type:Importer & Exporter of Premium Wood & Wood Products

Website / Brand Info: https://reshawood.com/

Customer Location

Faith Lumber Private Limited
Khasra No. 72/12, Opposite Metro Pillar No. 485, Near Rajdhani Park Metro Station, Swarn Park, 
Main Rohtak Road, New Delhi – 110041, India.

Executive Summary

Faith Lumber Private Limited (Reshawood) is a premium importer and exporter of wood and related products, catering to architects, interior designers, dealers, and homeowners across domestic and international markets. With growing digital enquiries from website forms, Facebook Lead Ads, and online visitors, the company was managing its sales leads manually through Excel sheets, which resulted in missed follow-ups, limited visibility, and inconsistent customer communication.

To overcome these challenges, Faith Lumber implemented Zoho CRM Plus to centralize lead management, automate follow-ups, integrate digital channels, and improve customer engagement. By adopting Zoho CRM, Campaigns, Social, and SalesIQ, the company streamlined its entire lead-to-customer journey, ensured timely communication through email, WhatsApp, and SMS, and gained clear visibility into sales performance and customer interactions.

Problem Statement and Key Challenges

As a premium wood dealer, Faith Lumber was generating leads online but managing them using Excel sheets, which led to inefficiencies and missed opportunities. The key challenges included:
  • Incoming leads from website forms and Facebook Lead Ads
  • Manual lead distribution among sales users
  • No clear visibility into lead status and progression
  • Missed follow-ups and reminders
  • Absence of telephony integration and call reporting
  • Manual WhatsApp communication with customers
  • No centralized system for mass email communication
  • Limited online visitor engagement tracking
  • Lack of consolidated reporting and analytics
Overall, the business required a unified platform to manage leads, automate communication, and monitor sales performance effectively.

Solution Proposed and Tools Implemented

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To address the challenges, Zoho CRM Plus was proposed and implemented, which included the following applications:

  • ​

    Zoho CRM – Centralized lead and customer management

  • ​

    Zoho Social – Social media channels and Facebook Lead Ads integration

  • ​

    Zoho Campaigns – Email marketing and automated email communication

  • ​

    Zoho SalesIQ – Website visitor tracking, live chat, and chatbot automation 

Implementation Approach

The implementation was carried out in a structured manner:
  • Zoho CRM was configured as per Faith Lumber’s sales and lead management process.
  • Existing lead data maintained in Excel sheets was cleaned and migrated into Zoho CRM.
  • Zoho Social was configured and connected with Facebook pages and Lead Ads accounts to capture leads directly into Zoho CRM.
  • Website lead forms were integrated with Zoho CRM for real-time lead creation.
  • Zoho Campaigns was set up and integrated with Zoho CRM to sync leads and contacts for mass and automated email communication.
  • Zoho SalesIQ was implemented on the website to track visitor activity and automatically create leads from engaged visitors.
  • A Zobot was created to address initial customer queries and route prospects appropriately.
  • Gupshup WhatsApp integration was configured with predefined templates for different stages of the lead journey.
  • SMS templates were integrated and triggered automatically at various stages of the customer journey

Result/ Business Impact

After implementing Zoho CRM Plus, Faith Lumber achieved significant operational improvements:
  • All leads from website, Facebook ads, and online chat were centralized in one platform
  • Automated follow-ups ensured no lead was missed
  • Customers received timely notifications via WhatsApp and SMS
  • Sales users had clear visibility into lead status and next actions
  • Online visitor engagement improved through live chat and chatbot automation
  • Reporting and sales performance visibility improved substantially
A well-defined and automated workflow enabled the company to manage its sales and customer engagement processes smoothly and efficiently.

Testimonial / Client Feedback

I recently worked with CodeRack to set up Zoho for our business, and it was amazing. CodeRack helped us streamline our procedures, and Mr. Vikas Panghal was especially helpful. His friendliness, promptness, and clear communication made the entire implementation smooth. Every interaction reflected CodeRack’s dedication to customer satisfaction. We look forward to continuing our association.

Summary

This case study demonstrates how Faith Lumber Private Limited (Reshawood) successfully transformed its lead management and customer engagement processes by implementing Zoho CRM Plus. By moving away from manual Excel-based tracking to an integrated CRM ecosystem, the company was able to centralize leads, automate follow-ups, improve communication through email, WhatsApp, and SMS, and gain better visibility into sales activities. The structured workflows and integrations enabled Faith Lumber to manage operations more efficiently, enhance customer experience, and build a scalable foundation for future growth.

Partner Bio

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