iUM

CASE

OVERVIEW

The company’s legacy system lacked workflow automation and analytics modules, limiting operational efficiency. To solve this problem, CRMiUM experts implemented Zoho CRM, Desk, Forms, Projects, and Analytics. Integrated Zoho ecosystem automated sales, support, and lead processes.

KEY CHALLENGES

The company relied on a system that lacked the functionality needed to scale its business
Their previous solution didn’t support the creation or automation of commercial proposals, forcing the team to handle this process manually
The absence of website integration prevented automatic lead collection, increasing the workload for sales managers
With a high daily volume of customer inquiries and growing service expectations, the team urgently needed a centralized HelpDesk system, which the existing tool couldn’t provide
The lack of flexible and comprehensive analytics—both for sales and customer support—made it difficult to make data-driven decisions and monitor departmental performance
In response to growing business demands and system limitations, the company decided to implement a scalable solution that would allow them to:
— automate sales and support processes
— create commercial proposals in just a few clicks
— capture inquiries directly from the website
— handle customer requests through a centralized platform
— build complete analytics on customer interactions and team performance

COMPANY

Biletyna
It is an online ticketing platform in Poland with 19 years of market experience. They provide tickets for a wide range of events, including concerts, stand-up comedy, circus shows, theatre performances, sports events, exhibitions, and more.
Biletyna sold over 20 million tickets and has thousands of events in its system each year. They have a highly popular mobile app (100K+ downloads) with a paperless QR/NFC ticket option and a solution for organizers – an integrated ticketing and event management system for any event scale and format.

ISSUE EVALUATION

The team selected Zoho CRM as the best-fit solution after conducting an in-depth analysis of Biletyna’s business processes and requirements
They integrated Zoho CRM with the company website, enabling automatic lead generation and significantly accelerating the processing of incoming requests
By connecting the system to Poland’s national GUS database, they enabled instant company data verification and improved the accuracy of client information entry
They configured Zoho Forms to collect customer inquiries, creating a smooth mechanism for capturing client needs and processing them efficiently in the CRM
The company implemented Zoho Desk as its HelpDesk platform, allowing centralized management of support tickets, full communication history tracking, and a user-friendly interface for the support team
The team designed and optimized a unified sales pipeline in Zoho CRM, providing sales managers with a structured workflow and giving leadership clear visibility into every deal stage
They set up an automated process for generating commercial proposals (ofertowanie), ensuring consistency in document creation and offering full insight into the status of each deal
Zoho Projects was deployed to manage internal tasks and initiatives, helping the team structure workflows, assign responsibilities, and track execution within a single platform

PROPOSED SOLUTION

To address these issues, we defined a set of targeted solutions aligned with Zoho’s capabilities. We implemented these Zoho solutions:
- Zoho CRM - this system became the core of sales operations, replacing the outdated tool and enabling automation of commercial proposals
- Zoho Desk - this service allowed the creation of a centralised support system and solved the issue of registration of all customer requests automatically
- Zoho Forms - this service streamlined lead and inquiry collection by automatically transferring client requests from the website into the CRM
- Zoho Projects - this solution enabled transparent project management, with employee workload and task deadlines features
- Zoho Analytics - this solution consolidated data into interactive dashboards and reports, allowing management to make data-driven decisions.

IMPLEMENTATION

The Zoho CRM implementation was completed efficiently in 3 months – from requirements gathering to system go-live. We followed the agreed schedule precisely, conducting weekly meetings with the client and delivering each milestone on time. The project was completed without any issues or delays, and since the launch, we have continued to support the client and implement additional solutions to further enhance their system.

RESULTS

The team selected Zoho CRM as the best-fit solution after conducting an in-depth analysis of Biletyna’s business processes and requirements.
They integrated Zoho CRM with the company website, enabling automatic lead generation and significantly accelerating the processing of incoming requests.
By connecting the system to Poland’s national GUS database, they enabled instant company data verification and improved the accuracy of client information entry.
They configured Zoho Forms to collect customer inquiries, creating a smooth mechanism for capturing client needs and processing them efficiently in the CRM.
The company implemented Zoho Desk as its HelpDesk platform, allowing centralized management of support tickets, full communication history tracking, and a user-friendly interface for the support team.
The team designed and optimized a unified sales pipeline in Zoho CRM, providing sales managers with a structured workflow and giving leadership clear visibility into every deal stage.
They set up an automated process for generating commercial proposals (ofertowanie), ensuring consistency in document creation and offering full insight into the status of each deal.
Zoho Projects was deployed to manage internal tasks and initiatives, helping the team structure workflows, assign responsibilities, and track execution within a single platform.

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