Bupa Arabia Case Study: Zoho CRM, Zoho Desk and Zoho Creator

At a glance

Broker and corporate requests in one pipeline

Onboarding and servicing tracked

Cases owned and measured

Data kept minimal and audited

The challenge

What Bupa Arabia needed to fix

Bupa Arabia is a Saudi healthcare insurer. This engagement covered a limited workflow layer around corporate proposals, broker requests and servicing, not the core insurance policy engine.

Broker and corporate requestsProposals and requests came from brokers and employers.
Member onboardingEmployer onboarding needed a tracked process.
Servicing casesRenewals, claims support and service cases needed clear ownership.
Data protectionOnly minimal data could leave core systems, with full audit trails.

Doctor at a clinic desk reviewing records on a tablet. Photo credit

Before and after

What changed for the team

BeforeAfter

Broker and employer proposals arriving through separate routes

Broker and corporate requests held in one Zoho CRM pipeline

Employer onboarding run without a tracked, step-by-step process

Employer onboarding tracked as a defined process with visible progress

Renewals, claims support and service cases without clear ownership

Every servicing case owned and measured in Zoho Desk

Strict limits on what data could leave core insurance systems

Minimal data held, with every access logged for audit

How it works

The business process, step by step

01
Proposal or broker request
Corporate proposals and broker requests are logged in the Zoho CRM corporate and broker pipeline. Brokers can raise requests through a Zoho Creator partner portal, and each request is given a clear owner.
02
Member onboarding
When an employer is onboarded, the onboarding steps are tracked as a defined process in the workflow layer, so the team can see which employers are in progress and what remains outstanding.
03
Renewal servicing
Renewals are tracked through the servicing workflow with a clear owner for each corporate account. Only the minimal data needed is held in the workflow layer, while policy records stay in the core insurance systems.
04
Support case
Servicing and support cases, including claims support requests, are handled in Zoho Desk. Each case has an owner and is measured, and every access to case data is logged for audit.
05
Commission and reports
Zoho Analytics produces commission and management reports from the workflow data, giving managers a view across broker and corporate requests, employer onboarding and servicing cases.

The solution

What we built for Bupa Arabia

Shyphan delivered the project on Zoho CRM, Zoho Desk, Zoho Creator and Zoho Analytics, covering a 5-step process with 3 integration points.

Corporate and broker pipeline

Zoho CRM interface — Zoho CRM product screenshot, for illustration

Servicing and support cases

Zoho Desk interface — Zoho Desk product screenshot, for illustration

Partner portal for brokers

Zoho Creator interface — Zoho Creator product screenshot, for illustration

Commission and management reports

Zoho Analytics interface — Zoho Analytics product screenshot, for illustration

Who uses it

Brokers

Raise requests and follow up through the Zoho Creator partner portal built for brokers.

Corporate sales team

Manage corporate proposals and broker requests in the Zoho CRM pipeline and track employer onboarding.

Servicing team

Own renewal servicing and support cases in Zoho Desk, signing in through single sign-on.

Management

Review commission and management reports in Zoho Analytics covering requests, onboarding and servicing activity.

Architecture

How the systems connect

InputsBroker partner portalApproved core APIsStaff SSO

Delivered by Shyphan

OutputsCommission reportsManagement reportsAudit logs

Integrations

Core systems via approved APIs
Integration only through approved interfaces.
SSO
Single sign-on for staff.
Data minimisation and audit
Minimal data held, every access logged.

Reports and dashboards

Corporate and broker pipeline

Proposals and broker requests by stage and owner in Zoho CRM.

Onboarding tracker

Employers in onboarding and the steps completed or outstanding for each one.

Servicing case report

Open and closed servicing and support cases in Zoho Desk by owner.

Commission report

Broker commission figures and management reporting prepared in Zoho Analytics.

The results

What the system does now

Broker and corporate requests in one pipeline
Onboarding and servicing tracked
Cases owned and measured
Data kept minimal and audited

Delivery

Five phases, discovery to support

01
Discovery
Process mapping, documents and data reviewed with each team.
02
Design
Target flow agreed across 4 apps and 3 integration points.
03
Build
Apps configured, custom logic built and integrations connected.
04
Test and train
User acceptance testing with real scenarios and role-based training.
05
Go-live and support
Cut-over, hypercare and ongoing improvements.

Local rules built in

ZATCA e-invoicing

Fatoora-format tax invoices with XML and QR, cleared or reported as required.

15% VAT

Standard, zero-rated and exempt supplies mapped, with return-ready reports.

Saudi PDPL

Personal data kept to what the process needs, with role-based access.

Arabic and English

Bilingual documents where customers and authorities expect them.

FAQ

Questions about this project

Did this project replace Bupa Arabia's core insurance systems?

No. The engagement covered a limited workflow layer around corporate proposals, broker requests, onboarding and servicing. The core insurance policy engine was out of scope, and the workflow layer connects to core systems only through approved interfaces.

How is member data protected in the workflow layer?

Only minimal data is held outside the core systems, and every access is logged to give a full audit trail. Staff sign in through single sign-on, and integration with core systems runs only through approved APIs.

How do brokers submit requests?

Brokers use a partner portal built on Zoho Creator to raise requests. Broker and corporate requests are managed in the Zoho CRM pipeline, each with an owner, and commission reporting for brokers is prepared in Zoho Analytics.

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Bupa Arabia

What Bupa Arabia needed to fix

What changed for the team

The business process, step by step

Proposal or broker request

Member onboarding

Renewal servicing

Support case

Commission and reports