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Coderack IT Labs.

Case Study -
GoStops Hospitality Pvt. Ltd.

Centralizing Bookings, Lead Management & Customer Communication Using Zoho CRM Plus

Overview

GOSTOPS Hospitality Private Limited required a centralized system to manage bookings, leads, customer communication, and support across more than 29 hostel locations in India. Coderack implemented Zoho CRM Plus to unify data from multiple sources, automate communication, and enable centralized reporting and analytics..

About Customer

Client & Background
Gostops is a chain of hostels that offers best option for backpackers or youth solo adventurers tour traveller cheap hostel stay room booking online in India. goSTOPS threw open its doors in 2014 based on the simple belief that travel changes lives. goSTOPS aspire to provide young travellers with safe and social spaces at low prices. Started with 1 hostel in Delhi in 2014, now they are located at more than 29 destinations.

Industry / Business Type: Hospitality

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

Customer Location

GOSTOPS HOSPITALITY PRIVATE LIMITED
4/23-B, Asaf Ali Rd, opp. Metro Station, Chatta lal Miya, Delhi Gate
Daryaganj, New Delhi – 110002, India.

Executive Summary

GOSTOPS Hospitality Private Limited operates more than 29 hostels across India and uses the Ezee booking engine software for managing bookings. Each hostel had a separate Ezee account, and the software did not provide centralized data for reporting or analysis. Additionally, the company required a repository for leads coming from their website and social media platforms, along with automation for communication, WhatsApp messaging, telephony integration, support management, and mass email campaigns. Zoho CRM Plus was implemented to centralize data, integrate Ezee, automate communication, and streamline operations across all locations.

Problem Statement and Key Challenges

They have more than 29 hostels located all over India. They are using Ezee Booking engine software for the bookings. Each hostel has its own Ezee account and Ezee software does not provide centralized data to create reports. Also, they needed to have a repository of the leads coming from websites and social media.

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Some of the problems are listed below:

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    Incoming leads from website and social media

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    Automation for the communication

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    Integration of the Ezee with CRM for central data

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    Help and support

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    Telephony provider integration and reports

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    WhatsApp communication

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    Mass emails

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    Reporting

Solution Proposed and Tools Implemented

We suggested Zoho CRM Plus applications to manage their leads, bookings, support tickets, and analytics.
Zoho applications that were suggested and implemented:
  • Zoho CRM – To manage leads, contacts, bookings data, and automate workflows centrally
  • Zoho Social – To manage social media channels and capture leads from social ads
  • Zoho Campaigns – To run mass email campaigns and sync leads and contacts from CRM
  • Zoho Desk – To manage help and support tickets and integrate customer communication
  • Zoho Analytics – To generate centralized and in-depth reports from CRM and Desk data 

Implementation Approach

Coderack started with the configuration of Zoho CRM according to their flow. Website forms were integrated using API to create leads in CRM. Custom functions were created and used as REST APIs, which were provided to Ezee to fetch live booking data. Different custom modules were created to capture booking data from Ezee.

The Wati WhatsApp provider was integrated using an extension, and automation rules were configured to send automated WhatsApp templates on trigger points such as when a new booking is done. Zoho Social was configured with their social channels and lead ads accounts, and lead forms were integrated with Zoho CRM to capture leads from social ads.

Zoho Campaigns was configured and integrated with Zoho CRM so that all lead and contact data could be synced. Zoho Desk was set up and integrated with Zoho CRM to sync contacts. Wati and MyOperator telephony providers were integrated with Zoho Desk to create tickets, and rules were configured to send ticket updates on WhatsApp using the Wati API. Zoho Analytics was configured to sync data from CRM and Desk to generate detailed reports.

    Result/ Business Impact

    After the implementation, the Zoho CRM Plus platform helped them to manage their data at one place. They now have visibility of repeated customers across their 29 hostels. Help and support became very streamlined, as they were aware of the problems that customers and prospects were facing. Communication was improved, with customers receiving regular updates about bookings and promotions. A clear and well-defined workflow process helped the company manage the entire operation smoothly and efficiently.

    Testimonial / Client Feedback

    It was pleasant dealing with Coderack to customise Zoho CRM to our requirement. Work was understood and delivered on time. Further changes were also executed briskly.

    Summary

    This case study highlights how GOSTOPS Hospitality Private Limited successfully implemented Zoho CRM Plus to centralize bookings, leads, customer communication, and support across multiple hostel locations. The solution enabled better reporting, improved customer communication, streamlined support processes, and efficient management of operations across all destinations.

    Partner Bio

    Coderack believe in providing 360* support to our clients. Every client is different from another so are our state-of-the-art solutions. We are a team of highly enthusiastic, energetic and tech savvy engineers. The strength of our company lies in rich experience of its people, who come from diverse background.
    We ♥ to automate your business. So feel free to reach us today with you problems, we will be happy to help you!

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