The Face Company Case Study: Zoho CRM

At a glance

Every enquiry in one CRM

Appointments allocate staff and rooms

Product use tracked per service

Membership recalls scheduled

The challenge

What The Face Company needed to fix

The Face Company is a New Delhi beauty and aesthetic treatment centre. Clients move from enquiry to consultation, booked treatments, billing and membership follow-ups.

Leads from many channelsWebsite and WhatsApp enquiries needed one inbox.
Appointments and roomsTreatments needed staff and room allocation.
Product consumptionEach service used stock that had to be tracked.
Repeat visitsMemberships and recalls drove repeat business.

Hospital main reception desk in an entrance lobby. Photo credit

Before and after

What changed for the team

BeforeAfter

Website and WhatsApp enquiries needed one shared inbox

Every enquiry is captured as a lead in Zoho CRM

Each treatment needed both a staff member and a room allocated

Zoho Bookings allocates staff and room with each appointment

Each service used stock that had to be tracked

Product consumption is posted to Zoho Inventory per service

Repeat visits relied on memberships and recalls being followed up

Membership recalls are scheduled from Zoho CRM after each visit

How it works

The business process, step by step

01
New lead
Enquiries from the website and WhatsApp are captured as leads in Zoho CRM, giving the front desk one place to respond to every new client and track the enquiry through to a consultation.
02
Consultation
During the consultation, the client is assessed and the outcome and recommended treatments are recorded in Zoho CRM, so later appointments and memberships build on the same client history.
03
Appointment
Front-desk staff book the treatment appointment in Zoho Bookings for the agreed service and time, and the booking is linked back to the client record in Zoho CRM.
04
Staff and room
Zoho Bookings allocates each appointment to a staff member and a treatment room, so staff can see their schedule and rooms are not booked twice for the same slot.
05
Stock consumption
When the treatment is done, the products used are posted against the service in Zoho Inventory, keeping stock levels in line with actual consumption per service.
06
Bill and recall
The GST service bill is raised in Zoho Books, and payments from the payment gateway or POS are recorded. Membership recalls are then scheduled in Zoho CRM for follow-up visits.

The solution

What we built for The Face Company

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

Leads, consultations and memberships

Zoho CRM interface — Zoho CRM product screenshot, for illustration

Appointments by staff and room

Zoho Bookings interface — Zoho Bookings product screenshot, for illustration

Product consumption per service

Zoho Inventory interface — Zoho Inventory product screenshot, for illustration

GST service bills

Zoho Books interface — Zoho Books product screenshot, for illustration

Service and retention reports

Zoho Analytics interface — Zoho Analytics product screenshot, for illustration

Who uses it

Front desk

Respond to website and WhatsApp leads in Zoho CRM and book treatment appointments in Zoho Bookings

Practitioners

Record consultation assessments in Zoho CRM and work from their staff and room schedule in Zoho Bookings

Inventory staff

Monitor product stock in Zoho Inventory, where consumption is posted for each completed service

Accounts team

Raise GST service bills in Zoho Books and record payments received through the gateway or POS

Management

Review service and retention reports in Zoho Analytics to follow repeat visits and memberships

Architecture

How the systems connect

InputsWebsite formsWhatsAppPayment gatewayPOS

Delivered by Shyphan

OutputsGST billsMembership recallsRetention reports

Integrations

Website and WhatsApp to CRM
Leads captured.
Appointment to staff
Bookings allocate staff.
Service to stock
Consumption posted.
Payment gateway and POS to Books
Payments recorded.

Reports and dashboards

Lead sources

New enquiries by channel, website or WhatsApp, and their progress to consultation in Zoho CRM

Appointment schedule

Booked treatments by staff member and treatment room from Zoho Bookings

Product consumption

Products used per service type, posted from completed treatments in Zoho Inventory

Service and retention

Services delivered and repeat visits by client, including memberships, in Zoho Analytics

The results

What the system does now

Every enquiry in one CRM
Appointments allocate staff and rooms
Product use tracked per service
Membership recalls scheduled

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

GST

GST-compliant invoices with the right tax split.

E-invoicing

IRN and e-way bill readiness where turnover requires it.

DPDP Act

Personal data handled under India’s data protection law.

INR accounting

INR as base currency with export currencies where needed.

FAQ

Questions about this project

How are WhatsApp enquiries captured?

Website and WhatsApp enquiries both feed into Zoho CRM as leads. The front desk works from that single inbox, and each lead stays on record through consultation, appointments and membership, so the client history is kept in one place.

How is product use tracked for each treatment?

Each service has its products linked in Zoho Inventory. When a treatment is completed, the consumption is posted against that service, so stock levels reflect what was actually used and product use can be reviewed service by service.

How are membership follow-ups handled?

Memberships are recorded in Zoho CRM, and recalls are scheduled after each billed visit so the centre can contact clients when their next treatment is due. Zoho Analytics service and retention reports show how clients return over time.

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The Face Company

What The Face Company needed to fix

What changed for the team

The business process, step by step

New lead

Consultation

Appointment

Staff and room

Stock consumption

Bill and recall