How Intellipaat streamlined customer communication with Gallabox's WhatsApp integration with Zoho CRM
The company
Intellipaat is a leading ed-tech company that's dedicated to helping individuals upskill and grow in their careers. Offering both online and offline courses tailored to learners' preferences, the company has established active partnerships with several universities across India to provide credible, industry-relevant education. Its diverse course catalog caters to a wide range of learners, from working professionals to fresh graduates, which ensures it offers a broad and high-quality curriculum for its users.
The company has been a loyal user of Zoho CRM for nearly five years, leveraging the platform for its sales and operational processes, particularly in managing both leads and existing customers. From the initial step of capturing new leads to nurturing relationships and ensuring deal closure, Zoho CRM has housed all necessary sales data before and after purchase, providing a consolidated platform for Intellipaat's customer engagement lifecycle. It helps streamline both internal workflows and external communication with customers, ensuring no opportunity is missed and every lead is tracked and managed efficiently.
"Zoho CRM has been an integral part of managing our customer lifecycle, from first touch to final conversion."
Deepak Padhy, Operational Manager, Intellipaat
The challenge
As Intellipaat expanded, so did their need to proactively keep their customers informed about course updates and new opportunities. The team wanted a more direct, real-time way to keep customers informed about course updates, schedules, and personalized offerings. WhatsApp emerged as the natural choice, since it's widely used and trusted by their target audience.
Intellipaat sought a solution that would enable them to communicate efficiently through this channel. The company wanted to integrate WhatsApp engagement into their sales workflows without adding the complexity of managing separate platforms or repeatedly updating databases.
The solution
Intellipaat integrated Zoho CRM with Gallabox, a WhatsApp engagement platform. The integration enabled the team to sync customer data from Zoho CRM into Gallabox and send targeted WhatsApp messages to customers in real time.
The team leverages WhatsApp to send instant course updates to customers, and with Gallabox, Intellipaat can initiate and manage these WhatsApp messages without duplicate data entries or toggling between two systems. The integration centralizes and streamlines communication, which has led to a more efficient workflow and an even more consistent and contextual customer experience.
"The tool makes working around Zoho CRM easier and more efficient, ensuring seamless individual workflows. Overall, it has been working really well for us."
Deepak Padhy, Operational Manager, Intellipaat
Benefits and ROI
The integration delivered immediate operational benefits:
Cost-effective implementation: The solution was budget-friendly, especially for managing high volumes of communication.
Exceptional support: The Gallabox team provided onboarding guidance and ongoing assistance, making the transition smooth.
Multichannel flexibility: Intellipaat was able to set up dedicated WhatsApp channels for marketing, support, utilities, and more, each of which were managed under a single master account
Improved targeting: With access to live Zoho CRM data, the team can ensure that the right messages reach the right audience segments at the right tim
Looking forward
With the integration now firmly in place, Intellipaat is focused on optimizing its communication strategy further. The team is eager to measure more tangible outcomes, such as improved response rates, faster conversions, and enhanced customer satisfaction, so that they can ultimately drive stronger business growth.