Gawwad Case Study: Zoho CRM, Zoho Books and Zoho Projects

At a glance

One record from enquiry to invoice

Fewer manual handoffs between teams

Invoices tied to delivered work

Pipeline and receivables in one view

The challenge

What Gawwad needed to fix

Gawwad engaged Shyphan to run its day-to-day flow on connected Zoho apps, so every step from enquiry to invoice lives in one system.

Disconnected stepsSales, operations and finance were tracked in separate places.
Manual handoffsInformation was retyped between teams at each step.
Billing accuracyInvoices had to match what was delivered.
Management visibilityOwners needed one view of the pipeline and receivables.

Team meeting around a boardroom table during a presentation. Photo credit

Before and after

What changed for the team

BeforeAfter

Sales, operations and finance were tracked in separate places

One connected record runs from enquiry to invoice

Information was retyped between teams at each step

Details carry forward from Zoho CRM to Projects and Books

Invoices had to match the work that was actually delivered

Invoices are raised from delivered and accepted work

Owners needed one view of pipeline and receivables

Pipeline and receivables can be reviewed in one view

How it works

The business process, step by step

01
Inquiry
Website and inbound enquiries are recorded in Zoho CRM as they arrive, so the sales team works from one record for each prospect instead of tracking enquiries in separate places.
02
Quote
The sales team prepares and sends a quote from the enquiry record, keeping the pricing and customer details together with the rest of the sales history.
03
Project or sales order
Once the quote is accepted, a project in Zoho Projects or a sales order is opened from the same record, so operations starts with the details already agreed in sales.
04
Delivery and acceptance
The operations team delivers the work and records customer acceptance. Where the work runs as a project, its tasks and progress are tracked in Zoho Projects until sign-off.
05
Invoice
Confirmed work flows to Zoho Books, where finance raises the invoice against what was delivered and accepted, without retyping customer and order details from the earlier steps.
06
Reconciliation
Customer payments are matched against invoices in Zoho Books through bank reconciliation, giving owners a current view of outstanding receivables alongside the sales pipeline in Zoho CRM.

The solution

What we built for Gawwad

Shyphan delivered the project on Zoho CRM, Zoho Books and Zoho Projects, covering a 6-step process with 2 integration points.

Who uses it

Sales team

Record enquiries, prepare and send quotes, and manage the sales pipeline in Zoho CRM.

Operations team

Run projects or sales orders, deliver the work and record customer acceptance at sign-off.

Finance

Raise invoices in Zoho Books from accepted work and reconcile customer payments against bank transactions.

Owners

Review the sales pipeline and outstanding receivables in one view across Zoho CRM and Zoho Books.

Architecture

How the systems connect

InputsWebsite enquiriesInbound enquiriesBank transactions

Delivered by Shyphan

OutputsCustomer invoicesOwner reports

Integrations

Enquiry capture to CRM
Website and inbound enquiries recorded in CRM.
Sales to finance
Confirmed work flows to invoicing.

Reports and dashboards

Sales pipeline

Open enquiries and quotes in Zoho CRM by stage, from first contact to accepted quote.

Project status

Active projects in Zoho Projects with their tasks, progress and delivery sign-off.

Receivables

Outstanding invoices in Zoho Books and the amounts still due from customers.

Delivered versus invoiced

Accepted work compared with invoices raised, to check that delivered work has been billed.

The results

What the system does now

One record from enquiry to invoice
Fewer manual handoffs between teams
Invoices tied to delivered work
Pipeline and receivables in one view

Delivery

Five phases, discovery to support

01
Discovery
Process mapping, documents and data reviewed with each team.
02
Design
Target flow agreed across 3 apps and 2 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.

FAQ

Questions about this project

What does the connected setup cover?

It covers the day-to-day flow from the first enquiry to bank reconciliation. Enquiries and quotes sit in Zoho CRM, delivery runs through Zoho Projects or a sales order, and invoicing and reconciliation happen in Zoho Books.

How are manual handoffs reduced?

Each step builds on the record created in the previous one. Confirmed work flows from sales to finance for invoicing, so teams do not need to retype customer and order details as the work moves between them.

How do owners see pipeline and receivables?

The sales pipeline lives in Zoho CRM and receivables in Zoho Books. Because the steps are connected, owners can follow a deal from enquiry through delivery to invoice and payment, and review both in one view.

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Gawwad

What Gawwad needed to fix

What changed for the team

The business process, step by step

Inquiry

Quote

Project or sales order

Delivery and acceptance

Invoice

Reconciliation