iUM

CASE

Overview

«MINK»
The company aimed to digitalize the operations, but its previous system handled only part of the workflow, leaving most processes inefficient. To solve this, CRMiUM experts implemented Zoho CRM , Creator, and Forms, creating a unified and automated ecosystem. As a result, MINK achieved a fully synchronized digital workflow and real-time process control.

Problem Statement and Key Challenges

The previous platform – CleanCloud – was adapted for the production process, while all other operations – such as order intake, processing, approval, completion, payment control, and fiscal receipt generation – were done manually. Moreover, CleanCloud had limitations on the number of fields and characters, which made describing items more difficult
A tablet was installed at each offline order intake/release point to collect information, which was an expensive and inefficient solution
There was no control over the cleaning process order or algorithm, and no notification system was set up to keep customers informed about the stages of their order
Manual generation of delivery slips for contractors was slow, and there was no control over the transfer of items to contractors. Additionally, calculating the cost of production was impossible since contractor prices were not stored in the system
Automated control over courier time slots was absent, complicating the timely processing of orders
There was no ability to print production labels and stickers using a special nylon printer
The system lacked an automatic price update feature when the website prices changed

Executive Summary

MINK is Ukraine’s first online dry-cleaning service, created under Fozzy Group, one of the country’s largest financial holdings. The goal was to simplify clients' everyday lives. The company digitalized a traditional dry-cleaning market by introducing a fully online model of garment care. Customers can order their services through the website or app, schedule a courier pickup, and receive cleaned items back at a convenient time. MINK became a benchmark for digital transformation in Ukraine’s service sector.

Evaluation of the problem

Our collaboration with MINK began with a detailed audit of the company’s existing operations. At the time, they were using the CleanCloud platform, which covered only part of their production needs. Most internal processes were still performed manually, leading to time losses and staff overload.
Our Zoho experts conducted a comprehensive analysis to assess which processes required automation. They focused on the complete customer journey: registration, order processing, fulfillment, and payment.
Based on the evaluation, they identified several key process gaps:

— Reliance on manual order management and fragmented workflows
— Lack of centralized client communication across channels
— Limited synchronization between the website, financial systems, and CRM data

To address these issues, our team evaluated several solutions and concluded that Zoho CRM offered the most flexible platform to unify MINK’s operations.

Proposed Solution

To address the identified challenges, our team designed a comprehensive solution based on Zoho’s ecosystem. We implemented the following key products:

Zoho CRM – became the system’s core, automating the entire order pipeline and integrating with multichannel communication services as well as with financial tools for convenient in-app payments.
Zoho Creator – enabled courier task automation, production control, and complete transparency in monitoring pickup and delivery processes.
Zoho Forms– streamlined offline order collection via QR codes, allowing customers to select time slots and automatically confirm service requests.

In addition to the Zoho ecosystem, we also delivered several critical external integrations, ensuring seamless, end-to-end operations:

A local delivery service – enabled automated dispatching of couriers and real-time tracking of pickup and drop-off statuses.
Monobank’s payment system – supports fast and secure online payments directly within the customer journey.
A payment link shortener – allowed the system to generate shortened, user-friendly links for quick payment completion.
A local service-ordering mobile app – expanded customer touchpoints and ensured full synchronization of orders across channels.
Custom production management system – enabled the generation of barcodes (labels) for each item, enabling precise tracking and production workflow management.

Implementation

The Zoho CRM implementation was completed successfully in 4 months, from discovery through full system go-live. During the implementation, we went beyond executing predefined requirements: the client’s business was still in its early operational development, and many strategic decisions were defined progressively throughout the project. Several new strategic concepts were developed during our collaboration and were implemented as operational business processes within Zoho CRM.

Following the initial launch, the system continued to evolve over the next year as the MINK team generated and refined new ideas that we gradually integrated into the CRM ecosystem. This dynamic co-creation process, combined with a flexible implementation approach, enabled the client to build a business model with no comparable equivalent in Ukraine.

Results

A unified sales process was developed and optimized in CRM, providing managers with a user-friendly environment for managing orders and making it easier for management to track the current status of orders
The system was integrated with Wepster – a multichannel platform (Telegram, Viber, Facebook, Instagram), allowing centralized communication management, automating query processing, and storing interaction history
Integration with the financial service Monobank and the software cash register Checkbox was implemented. Customers can conveniently pay for orders through notifications at any stage of the «Pipeline»
Zoho Forms was set up to collect orders at offline points via QR codes, allowing customers to choose available slots and automatically confirm orders
A system of automated tasks for couriers was implemented for item pickup and delivery, and a production control system to monitor the cleaning process, thanks to Zoho Creator
Integration with a special printer, developed for dry cleaning needs, was set up, automating the printing of nylon tags and stickers
Integration with the website was established, automatically updating the price list in Zoho CRM whenever prices change, ensuring real-time data accuracy

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