Morocco Welcome Case Study: Zoho CRM

At a glance

Itineraries built per client

Supplier bookings confirmed and tracked

Deposits collected before confirmation

Suppliers settled with margin visible

The challenge

What Morocco Welcome needed to fix

Morocco Welcome is a Marrakech luxury destination management company arranging bespoke travel. Each trip combines accommodation, transport and experiences from many suppliers.

Bespoke itinerariesEvery trip needed a custom itinerary and offer.
Supplier reservationsHotels, riads and transport had to be booked and confirmed.
DepositsClient deposits had to be collected before confirmation.
Supplier settlementSuppliers were settled after the trip.

Hotel front desk under a crystal chandelier. Photo credit

Before and after

What changed for the team

BeforeAfter

Every trip needing a custom itinerary and offer built

Itineraries and offers built per client in a Creator app

Hotels, riads and transport needing booking and confirmation

Supplier bookings confirmed and recorded against each trip

Deposits that had to be collected before confirmation

Deposits collected online through payment links into Zoho Books

Suppliers that had to be settled after each trip

Suppliers settled in Zoho Books with trip margin in Analytics

How it works

The business process, step by step

01
Trip enquiry
Enquiries from the website's inquiry forms are captured in Zoho CRM, where the team records the client and the trip request before starting work on a bespoke itinerary.
02
Itinerary and offer
The team builds a custom itinerary and offer in the Zoho Creator itinerary and booking app, combining accommodation, transport and experiences, and multilingual itinerary documents are emailed to the client.
03
Supplier reservations
Hotels, riads, transport and other suppliers are booked, and each supplier confirmation is recorded in the Creator booking app so the team can see which parts of the trip are confirmed.
04
Deposit
The client pays a deposit online through a payment link, and the payment is recorded in Zoho Books. The deposit is collected before the trip is confirmed to the client.
05
Trip execution
The confirmed trip runs as an operations project in Zoho Projects, with each part of the itinerary tracked as the client moves through accommodation, transport and experiences.
06
Settlement and feedback
After the trip, suppliers are settled through supplier payments in Zoho Books, client feedback is gathered and the trip is closed, with trip margin reported in Zoho Analytics.

The solution

What we built for Morocco Welcome

Shyphan delivered the project on Zoho CRM, Zoho Creator, Zoho Books, Zoho Projects and Zoho Analytics, covering a 6-step process with 4 integration points.

Trip enquiries and clients

Zoho CRM interface — Zoho CRM product screenshot, for illustration

Itinerary and booking app

Zoho Creator interface — Zoho Creator product screenshot, for illustration

Trip operations

Zoho Projects interface — Zoho Projects product screenshot, for illustration

Trip margin

Zoho Analytics interface — Zoho Analytics product screenshot, for illustration

Deposits, invoices and supplier payments

Who uses it

Sales and itinerary team

Capture trip enquiries in Zoho CRM and build bespoke itineraries and offers in the Zoho Creator app.

Reservations team

Book hotels, riads, transport and experiences, and record supplier confirmations in the Creator booking app.

Operations team

Run confirmed trips as projects in Zoho Projects and follow each itinerary while clients are travelling.

Finance

Collect deposits through payment links, issue invoices and pay suppliers in Zoho Books after each trip.

Management

Review trip margin in Zoho Analytics across completed trips to see how each itinerary performed.

Architecture

How the systems connect

InputsWebsite inquiry formsSupplier confirmationsPayment links

Delivered by Shyphan

OutputsItinerary emailsSupplier paymentsMargin reports

Integrations

Inquiry forms to CRM
Web enquiries captured.
Supplier confirmations
Bookings recorded.
Payment links to Books
Deposits collected online.
Itinerary documents
Multilingual itineraries emailed.

Reports and dashboards

Enquiry pipeline

Trip enquiries and offers in Zoho CRM by stage, from first request to confirmed trip.

Supplier confirmations

Supplier bookings for each trip and whether each one has been confirmed.

Deposits and payments

Client deposits collected through payment links and supplier payments due in Zoho Books.

Trip margin

Margin for each trip after supplier costs, reported in Zoho Analytics.

The results

What the system does now

Itineraries built per client
Supplier bookings confirmed and tracked
Deposits collected before confirmation
Suppliers settled with margin visible

Delivery

Five phases, discovery to support

01
Discovery
Process mapping, documents and data reviewed with each team.
02
Design
Target flow agreed across 5 apps and 4 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

Moroccan VAT

TVA applied on invoices as required.

MAD and foreign currency

Deposits and supplier payments across currencies.

Client data

Traveller data handled under Law 09-08.

FAQ

Questions about this project

How are client deposits collected?

Clients pay deposits online through payment links that post to Zoho Books. The deposit is collected before the trip is confirmed to the client, and it is recorded in the accounts alongside the trip's invoices and supplier payments.

Can itineraries be sent in different languages?

Yes. Itinerary documents are prepared from the Creator itinerary and booking app and emailed to clients as multilingual documents, so each client receives the bespoke plan built for their trip in a language that suits them.

How is profitability tracked for each trip?

Deposits, client invoices and supplier payments are recorded in Zoho Books, and Zoho Analytics reports the margin of each trip. Suppliers are settled after the trip, so the margin is visible once settlement is complete and the trip is closed.

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Morocco Welcome

What Morocco Welcome needed to fix

What changed for the team

The business process, step by step

Trip enquiry

Itinerary and offer

Supplier reservations

Deposit

Trip execution

Settlement and feedback