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Replacing scattered tools with Zoho CRM + Zoho Desk + Zoho SalesIQ to run sales, contracts, rider support and real-time chat from a single platform, with full visibility across every team.
“From fragmented sales processes and manual support to a fully automated, real-time customer engagement system, Shyphan helped us go live in 8 weeks.”
Mahmud, Manager, Parcel
As Parcel scaled across riders, clients and agents, fragmented tools made it harder to keep sales, support and operations in sync.
Leads, deals and follow-ups lived across spreadsheets and inboxes.
Contracts were generated manually with no template or tracking.
No structured ticketing, SLAs or escalation paths.
Rider data was not connected to sales, support or compliance.
Customer questions piled up with no live channel or routing.
Sales, support and operations rarely shared a single record.
Manual processes could not keep up with the volume of riders and clients.
“We needed a system that could connect our entire operation, from lead capture and contract generation to rider support and client chat, without manual dependency.”
Mahmud, ManagerShyphan, an Authorized Zoho Partner, designed an end-to-end Zoho stack covering sales, contracts, driver records, ticketing and real-time chat, all wired together.
Lead, deal, contract, quote, invoice, all in one connected pipeline.
Templated contracts tailored to each Parcel service line.
Mapped fields and analytics dashboards on every conversion.
Drivers are first-class records linked to deals, tickets and chats.
Every stage and SLA breach triggers the right notification.
Sales, ops and support each see exactly what they should.
Separate bot flows for client and rider chats with smart routing.
Any chat that needs follow-up becomes a Desk ticket automatically.
Three apps behave like one, with shared customer context.
Tight control over scope, timeline and quality at every step, module by module so day-to-day operations were never disrupted.
| Phase | Activities | Outcome |
|---|---|---|
| 1. Discovery & Blueprint | Stakeholder workshops, AS-IS process mapping, BRD/FRD finalization | Signed-off Solution Design |
| 2. Configuration & Build | Module setup, custom workflows, automation, integrations | Working sandbox |
| 3. Data Migration & UAT | Data cleansing, mapping, migration, full UAT cycle with users | UAT sign-off |
| 4. Training & Change Mgmt | Admin & end-user training, SOPs, recorded video walkthroughs | Adoption-ready users |
| 5. Go-Live & Hyper-care | Cutover, production go-live, daily support, optimization sprint | Stable production system |
Within weeks of go-live, Parcel saw measurable improvements across the business.
Sales, support and chat run on a single Zoho backbone.
Lead-to-deal and deal-to-contract cycles are dramatically faster.
Leadership sees deals, tickets and chats live, not next week.
Every issue has an SLA, an owner and a closing path.
Customers get instant answers in chat, plus structured follow-up.
The platform scales as Parcel adds riders, clients and regions.
“The system has transformed how we manage our sales and support. From lead creation and contract generation to real-time chat and ticket management, everything is now streamlined and visible. Shyphan delivered exactly what we needed, on time and within scope.”
Manager · Parcel
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