Mina Excellence Case Study: Zoho CRM

At a glance

Every enquiry in one pipeline

Accepted estimates handed to operations directly

Invoices tied to delivered work

One dashboard for sales and delivery

The challenge

What Mina Excellence needed to fix

Mina Excellence is a Saudi integrator delivering enterprise ICT, cybersecurity, telecom infrastructure and smart-city systems. Its work moves from enquiry and estimate to an operations team, then to invoicing.

Enquiries across teamsRequests came in through several channels and owners.
Estimate to operationsAccepted estimates had to reach the operations team without rework.
Billing on completionInvoices and receipts had to match the work delivered.
Management viewLeadership needed one dashboard across sales and delivery.

Technician connecting cables in a server rack. Photo credit

Before and after

What changed for the team

BeforeAfter

Enquiries spread across several channels and different owners

Every enquiry, including web forms, captured in one Zoho CRM pipeline

Accepted estimates reworked before operations could start the job

Accepted estimates handed to operations directly as Creator jobs

Invoices and receipts checked by hand against delivered work

Completed jobs flow to Zoho Books so invoices match delivered work

No single management view across sales and delivery

One dashboard showing sales and delivery KPIs for leadership

How it works

The business process, step by step

01
Enquiry
Enquiries from the website are captured in Zoho CRM automatically, and requests from other channels are logged there too, so sales owners work from one pipeline of accounts and enquiries.
02
Estimate
The sales team prices the requested ICT, cybersecurity or telecom work as an estimate in Zoho CRM. Once the estimate is approved and accepted, it is ready to hand over to operations.
03
Operations assignment
The accepted estimate becomes a job in the Zoho Creator operations app, where the operations team assigns it and updates its status as the work is delivered, without re-entering the details.
04
Invoice and receipt
When a job is marked complete in Creator, it flows to Zoho Books for invoicing. Finance issues the invoice with VAT and records the receipt against it when payment arrives.
05
Dashboards
Leadership reviews one dashboard that brings together the sales pipeline from Zoho CRM, job status from Creator and billing from Zoho Books, giving a single view across sales and delivery.

The solution

What we built for Mina Excellence

Shyphan delivered the project on Zoho CRM, Zoho Books, Zoho Creator and Zoho People, covering a 5-step process with 2 integration points.

Enquiries, accounts and estimates in one pipeline

Zoho CRM interface — Zoho CRM product screenshot, for illustration

Operations app for job assignment and status

Zoho Creator interface — Zoho Creator product screenshot, for illustration

Employee records for sales and operations teams
Attendance and leave for project staff

Zoho People interface — Zoho People product screenshot, for illustration

Invoices, receipts and VAT

Who uses it

Sales team

Capture enquiries, manage accounts and prepare estimates in Zoho CRM, then pass accepted estimates to operations.

Operations team

Receive accepted estimates as jobs in the Zoho Creator app, assign them and keep job status up to date.

Finance team

Raise invoices with VAT in Zoho Books for completed jobs and record customer receipts against them.

Leadership

Review the combined sales and delivery dashboard to follow the pipeline, job progress and billing in one place.

Architecture

How the systems connect

InputsWebsite enquiry formsOther enquiry channels

Delivered by Shyphan

OutputsVAT invoicesManagement dashboard

Integrations

Website to CRM
Web enquiries captured automatically.
Operations app to accounting
Completed jobs flow to invoicing.

Reports and dashboards

Enquiry pipeline

Open enquiries and estimates by stage and owner across all incoming channels.

Estimate approvals

Estimates priced, approved and accepted, ready for handover to the operations team.

Operations job status

Jobs assigned in Creator with their current status from assignment to completion.

Billing and receipts

Invoices raised in Zoho Books for completed jobs and the receipts recorded against them.

The results

What the system does now

Every enquiry in one pipeline
Accepted estimates handed to operations directly
Invoices tied to delivered work
One dashboard for sales and delivery

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 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.

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

Why does the operations team work in Zoho Creator?

Job assignment and status tracking needed an app shaped around the operations team's own steps, so a Creator app was built for it. Creator lets those steps be modelled as a custom app while completed jobs still pass straight to Zoho Books for invoicing.

How do website enquiries reach the sales team?

Enquiries submitted on the website are captured in Zoho CRM automatically, so they join the same pipeline as requests from other channels. Each enquiry can then be owned, priced as an estimate and followed up from one record.

How are invoices kept in line with the work delivered?

Invoices are raised from completed jobs. When the operations team marks a job complete in the Creator app, it flows to Zoho Books, where finance issues the invoice with VAT and records the receipt, so billing follows the work actually delivered.

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Mina Excellence

What Mina Excellence needed to fix

What changed for the team

The business process, step by step

Enquiry

Estimate

Operations assignment

Invoice and receipt

Dashboards