Case Study - Gemhub | Coderack IT Labs.

Case Study - Gemhub

How Gemhub Implemented Tag‑Based Lead Automation Using Zoho CRM

Overview

Gemhub is a B2B jewelry marketplace and gemstone trading platform that connects suppliers, manufacturers, and buyers on a single digital ecosystem. With leads originating from multiple online and offline channels, Gemhub required a centralized CRM solution to manage lead intake, automate follow-ups, and guide the sales team through a structured deal conversion process. Zoho CRM integrated with Zoho Campaigns was implemented to streamline lead lifecycle management and improve sales efficiency.

About Customer

Client & Background

Gemhub operates as a digital marketplace facilitating gemstone trade between suppliers and buyers. The business depends heavily on timely responses, accurate lead qualification, and consistent follow-ups to convert enquiries into confirmed deals.

Industry / Business Type: B2B Jewelry Marketplace / Gemstone Trading Platform

Website / Brand Info: https://gemhub.in

Customer Location

Gemhub is incorporated in India.

Executive Summary

Gemhub was managing a growing volume of leads from platforms such as IndiaMART, Meta Ads, and Excel imports. Due to the absence of a centralized CRM system, lead handling was largely manual, resulting in delayed responses, inconsistent communication, and limited visibility into sales progress.

By implementing Zoho CRM with a tag-based automation framework and integrating Zoho Campaigns for email engagement, Gemhub established a structured lead management process. Automated tagging, task creation, and blueprint-driven deal stages enabled the sales team to focus on high-intent leads while ensuring accountability and consistency across the sales lifecycle.

Problem Statement and Key Challenges

Before implementing Zoho CRM, Gemhub faced the following challenges:

Leads coming from multiple sources such as IndiaMART, Meta Ads, and Excel imports without standardization
Manual follow-ups leading to delayed responses and missed opportunities
No structured categorization of leads based on intent or interest
Unclear ownership when multiple users interacted with the same lead
Lack of a guided sales process for quotation, negotiation, and confirmation
Manual email communication without behavior-based triggers

The absence of automation, tagging logic, and structured workflows limited sales efficiency and pipeline visibility.

Solution Proposed and Tools Implemented

To overcome these challenges, an end-to-end CRM automation solution was implemented using:

Zoho CRM – Core platform for lead, task, and deal management
Zoho Campaigns – Automated email communication and engagement

The solution was designed around a tag-based lead management framework to control lead movement, communication, and follow-ups automatically.

Implementation Approach

Lead Source Integration

Leads from IndiaMART, Meta Ads, and Excel file imports were captured into Zoho CRM. Each source was standardized to ensure consistent data structure and tagging.

Tag‑Based Workflow Automation

New Lead

On lead creation, the system automatically applies the New Lead tag, updates the lead stage, assigns lead type (Domestic or International), and triggers a welcome email through Zoho Campaigns.

No Requirement

If a lead has no current requirement, the No Requirement tag is applied. The lead stage updates automatically, and follow-up emails are triggered every five days to maintain engagement.

No Answer

When a lead does not respond, the No Answer tag is applied. The lead stage updates automatically, and a follow-up task is created after two hours. On task completion, the user selects a follow-up reason, which triggers the next automated action and updates the appropriate tag.

Product Selection Automation

Selecting a product triggers product-specific email templates automatically.

Interested Lead Flow

When interest is confirmed, the Interested tag is applied, and lead details are moved to a custom Interested Lead Module. A task is assigned after two hours for validation, and follow-ups are scheduled with defined reasons, dates, and times. The system auto-generates follow-up tasks accordingly.

Blueprint‑Based Deal Conversion

When a lead is ready for commercial discussion, a blueprint workflow guides users through quotation creation, negotiation, confirmation, advance payment collection, and conversion into a Deal, Contact, and Account. Leads marked as Junk or No Requirement are automatically removed from the Interested Lead Module with updated tags and status.

User Management & Ownership Logic

The CRM system was configured for four users. Whichever user updates a lead’s tag is automatically assigned as the record owner, ensuring accountability and clear ownership.

Result/ Business Impact

With the implemented CRM automation, Gemhub achieved:

Centralized management of all leads from multiple sources
Automated follow-ups and email communication
Improved lead qualification through tag-based workflows
Clear ownership and accountability for sales users
A structured and consistent deal conversion process
Higher conversion efficiency by focusing on high-intent leads

Summary

This case study demonstrates how Gemhub transformed its lead and sales operations by implementing a tag-based automation framework using Zoho CRM and Zoho Campaigns. By automating lead categorization, follow-ups, email communication, and blueprint-driven deal conversion, Gemhub achieved better visibility, faster response times, and a scalable sales process aligned with its growing B2B marketplace.

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