How an ecommerce solution provider achieved global scale with Zoho RPA

The company

eStore Factory (ESF) is a leading ecommerce solutions provider helping offline businesses establish and scale on marketplaces like Amazon, eBay, and Walmart. Since 2014, eStore Factory has supported over 5,000 global brands and 450 recurring clients, managing everything from product listings and catalog optimization to full-scale account management and marketing campaigns. Headquartered in India, eStore Factory works with clients globally, offering end-to-end ecommerce operations and strategy.

The problem

As eStore Factory expanded to support thousands of brands and hundreds of recurring clients worldwide, its manual processes began creating significant operational bottlenecks.

The team relied heavily on manual handling for client inquiries, account access approvals, and routine operational tasks. Staff had to switch between multiple systems, track updates in spreadsheets, and coordinate across regions, often working across time-zone differences.

This approach caused several challenges:

• Delayed client responses: Some inquiries went unaddressed for hours, due to manual processing.
• High risk of errors: Manual entry of leads, client information, and account permissions occasionally lead to missed or incorrect updates.
• Time-consuming operations: Daily repetitive tasks consumed valuable staff hours that could have been spent on client engagement or strategy.
• Limited scalability: Growth was constrained by human effort, making it difficult to manage multiple marketplaces and growing client demand efficiently.

These challenges made it clear that automation was essential to maintain client satisfaction, reduce errors, and scale operations globally.

The solution

To address these issues, eStore Factory implemented Zoho RPA, automating its most repetitive and time-sensitive processes. By interacting directly with web interfaces using XPath, RPA was able to handle tasks that could not be automated with traditional APIs.

Two primary use cases demonstrate how RPA resolved specific operational pain points while improving efficiency and accuracy.

Lead management and inquiry handling

The challenge

Manual lead processing involved downloading inquiries from the ecommerce portal, entering them into Zoho CRM, assigning leads to regional sales representatives, and sending confirmation emails. This often caused delays, especially for urgent client requests across time zones.

The RPA solution

• Automatically logs in to ecommerce portal and downloads new leads.
• Updates Zoho CRM instantly
• Assigns the lead to the correct regional sales representative.
• Sends an automatic acknowledgment email to the client

The impact

Clients receive immediate responses, leads are never missed, and staff can focus on meaningful client interactions instead of repetitive data entry.

Instant permission handling

The challenge

After onboarding, clients needed to provide authorization links for ESF to manage their accounts. Manual processing of these links across 18 or more accounts could take up to six hours per day, with follow-ups delayed by time-zone differences.

The RPA solution

• Detects incoming authorization URLs automatically
• Logs in and accepts access using stored credentials
• Sends a confirmation email immediately so clients can share permissions without delay

The impact

RPA ensures real-time account access, prevents missed permissions, and bridges the geographical and time-zone gap between ESF in India and clients abroad.

Benefits and ROI

Zoho RPA has brought speed, accuracy, and scalability to eStore Factory’s daily operations, eliminating the limitations of manual processes.

Key outcomes include:

• Instant lead acknowledgment: No more overnight delays or missed opportunities.
• Zero manual errors: Every lead and authorization is captured and processed correctly.
• 6+ hours saved daily: Manual UI interactions are now fully automated
• Non-technical staff empowered: RPA workflows are simple to manage and maintain.
• Scalable automation: Seventeen processes that were only possible with RPA have now been implemented by Zoho RPA, automating tasks that no other tool could manage.

Looking forward

Building on their success, eStore Factory aims to extend automation into new domains. The team has already identified multiple opportunities for further automation under Zoho RPA.

Some of the additional processes being automated include:

• Accepting account access from email invitations
• Sharing permissions with specific accounts
• Adding leads from the lead portal to Zoho CRM
• Changing lead status in the lead portal
• Finding account names from merchant tokens in the lead portal.

These are just some of the processes eStore Factory is automating with Zoho RPA, with even more in the pipeline for enhancing efficiency and responsiveness across their global operations.