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Coderack IT Labs.

Case Study -
Mentok Healthcare Pvt. Ltd.

Streamlining Customer, Staff & Service Operations Using Zoho One

Overview

Mentok Healthcare Pvt. Ltd. required a centralized system to manage a large customer and lead database, automate email communication, improve customer support services, and track staff responsibilities across delivery and installation processes. Coderack implemented Zoho One to streamline operations, improve accountability, and enhance overall efficiency.

About Customer

Client & Background
Mentok Healthcare is one of the leading businesses in Skin Care Product Dealers. The company is also known as Furniture Dealers, Medical Equipment Dealers, Bed Dealers, Medical Equipment Manufacturers, Beauty Product Dealers, Hospital Bed Dealers, and more.

Industry / Business Type: Healthcare & Wellness

Website / Brand Info: http://www.mentok.in

Customer Location

Their main head office is located at:
A7-8-9, Road Number 9,
Vishwakarma Industrial Area,
Jaipur – 302013
(Opposite Shekhawati Hospital, Nearby Kailash Canteen, Manu Vihar)

Executive Summary

Mentok Healthcare Pvt. Ltd. manages a large and diverse customer base spread across various states and cities in India. The company was relying on Excel to manage customer and lead data, which resulted in inefficiencies and difficulties in tracking operations. They required email automation to improve customer interaction and faced challenges in customer support due to limited resources. As a manufacturer handling delivery and installation, there was no system in place to track staff responsibilities or address negligence in duties. Zoho One was implemented to centralize data, automate communication, track staff activities, and improve coordination across departments.

Problem Statement and Key Challenges

The client has a large customer and lead database that they want to manage more efficiently. With customers spread across various states and cities in India, managing this data in Excel has become increasingly difficult. They require email automation to enhance customer interactions. Additionally, due to limited resources, they face challenges in customer support services. As a manufacturer that also handles delivery and installation, staff sometimes neglect their responsibilities, and there is no tracking system to monitor accountability. The client requires a solution to streamline operations and improve overall effectiveness.
Some of the problems are listed below:
  • Large customer and lead database management across various states and cities in India
  • Difficulty in managing data due to reliance on Excel, leading to inefficiencies
  • Email automation needed for improved customer interactions
  • Lack of resources causing issues in customer support services
  • Challenges in tracking staff performance during equipment delivery and installation
  • Negligence of duties by staff, with no tracking system in place
  • Inability to effectively manage operations and ensure service quality

Solution Proposed and Tools Implemented

We, Coderack suggested the Zoho One application to manage leads, customers, staff, and ensure a proper flow between different departments for better efficiency and effectiveness.
Zoho applications suggested and implemented:
  • Zoho CRM – To manage leads and customers centrally, track interactions, and automate follow-ups
  • Zoho Forms – To capture structured customer and operational data digitally
  • Zoho Books – To manage accounting, expenses, and financial transactions
  • Zoho Inventory – To handle inventory, delivery, and order management
  • Zoho People – To manage staff records, roles, and accountability
  • Zoho Flow – To create automated workflows and synchronize data between applications
  • Zoho Desk – To manage customer support tickets and improve service tracking

Implementation Approach

Coderack began by configuring the CRM system as per the client’s workflow. Existing data was imported and integrated with Books, Inventory, and Expense using Finance Suite integration. Custom modules were developed for scheduling installations and tracking engineers responsible for delivery and installation, along with automation and task creation features. A custom module was also created for warranty reminders, including pre-designed templates.

Email templates were designed and workflows were set up for automated email communication. Forms were created to capture essential customer details during sales order processing and integrated with CRM. Flows and synchronization were established between Desk and CRM to improve tracking of customer service activities. Comprehensive training was provided to staff across CRM, People, Books, and other relevant applications.

    Result/ Business Impact

    The implementation resulted in a fully integrated manufacturing application tailored to Rajbioplast's needs, which is also accessible via mobile devices. The custom Zoho Creator app streamlined their production process, with all forms and reports effectively linked for seamless data management. Integration with the inventory system ensured that final products were synchronized with inventory items, enabling efficient sales order creation. The comparison records widget, designed for administrative use, allowed the admin to differentiate between multiple formulations for enhanced analysis. The mobile accessibility of the application enabled Rajbioplast to manage their manufacturing workflow, cost management, and stock handling on the go, leading to a more organized and efficient operation.

    Summary

    After implementing Zoho One, Mentok Healthcare experienced significant improvements in managing community leads and follow-ups. The system allows easy tracking of new leads and automated engagement with existing customers through emails. Work responsibilities were divided across departments, ensuring better coordination and workflow. Territory management helped clearly define staff responsibilities, while structured workflows streamlined overall operations and improved efficiency across the organization.

    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!

    Mail us @ : info@coderack.net
    Call us @ : +91 7217832324
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