Streamlining Operations & Driving Growth Through Automation

Forever Marketing, a leading wholesale distributor in building materials, struggled with operational inefficiencies in their financial and inventory software. The primary issues included a lack of E-invoice integration, inability to generate customer statements directly, limitations in implementing a customer loyalty program, and insufficient inventory tracking. By integrating Zoho solutions, these challenges were resolved through enhanced automation, a custom loyalty points module, and improved inventory management, boosting customer satisfaction and operational efficiency.

Key Takeaways:

• Automated E-invoice generation, reducing delivery delays and compliance risks.
• Direct customer statements generation, leading to improved customer satisfaction.
• Custom loyalty points system fully integrated with customer transactions and annual resets.
• Enhanced inventory tracking and control for optimised stock management.

EXECUTIVE SUMMARY

Company: Forever Marketing Location: Kalamasseri, Cochin Industry: Building Materials Wholesale

Products: Edge Bands, Adhesives, Laminates, Plywood, PVC Boards

About the client

Forever Marketing is a trusted supplier to construction and interior businesses, providing essential building materials across the region. Despite their strong presence, they encountered difficulties due to the limitations of their legacy software.“

Client Quote

Our operations were hindered by software limitations that disrupted our workflow. With Zoho, we’ve streamlined complex processes, from compliance to customer loyalty, allowing us to focus on growth.”

PROBLEM STATEMENT AND KEY CHALLENGES

Forever Marketing faced four main challenges with their outdated software system:

1. Lack of E-Invoicing Facility: Without an integrated E-Invoicing system, they relied on manual entry, which was time-consuming, error-prone, and hindered timely deliveries.
2. Inability to Generate Customer Statements Directly: The absence of direct customer statement generation delayed providing customers with essential account information, affecting customer trust and satisfaction.
3. Need for a Custom Point System: Forever Marketing’s goal to implement a customer loyalty program—awarding one point per 100 rupees spent, redeemable on future purchases—was unsupported by their previous software, limiting engagement.
4. Inventory Tracking Issues: The lack of precise inventory management tools led to stock mismanagement, impacting order fulfilment and product availability.

EVALUATION OF THE PROBLEM

Our team evaluated Forever Marketing’s operations and identified that Zoho’s flexible and customizable features could address each of these challenges effectively. By integrating specialized modules for customer loyalty tracking, and inventory management, with E- Invoicing capability we determined that Forever Marketing could significantly improve operational flow, regulatory compliance, and customer engagement.

PROPOSED SOLUTIONS

We implemented the Zoho Finance Suite, coupled with custom Zoho modules and scripting, to address these issues:

• Automated E-Invoice Facility: Zoho Books was customized to automatically generate E-invoices, streamlining regulatory compliance and ensuring timely deliveries.
• Direct Customer Statements Generation: Zoho CRM and Zoho Books were configured to allow real-time generation and distribution of customer statements, reducing delays and improving service transparency.
• Custom Loyalty Points Module: A custom module in Zoho allowed Forever Marketing to track, redeem, and reset loyalty points annually. This included automatic adjustments for voids, refunds, and credit notes, enhancing the program’s accuracy and customer appeal.
• Enhanced Inventory Management: Zoho Inventory provided comprehensive tools for tracking stock levels, forecasting demand, and minimising stock-outs and overstocks.

IMPLEMENTATION

The project was implemented in phases over three months, minimising disruption to Forever Marketing’s daily operations:

• Data migration to Zoho, ensuring a smooth transition with all historical data intact.
• Customization of modules and scripting, particularly for E-invoice and loyalty points tracking, to meet Forever Marketing’s unique requirements.
• Staff training and testing, equipping Forever Marketing’s team with the skills to utilize the new functionalities and optimize their workflows.

Customer Quote:

“The implementation was seamless. Zoho’s custom features have revolutionised how we manage our accounts and reward our loyal customers.”

RESULTS

The transition to Zoho yielded substantial benefits for Forever Marketing, including:

• 40% reduction in time spent on E-invoice generation, speeding up deliveries and ensuring compliance.
• Increased customer satisfaction by 30% due to direct access to account statements and loyalty points, viewable on the customer portal.
• More efficient inventory control with optimised stock management, resulting in fewer stock-outs and improved order fulfilment.
• Enhanced customer loyalty and engagement through the new points program, now a vital part of their customer retention strategy.

Final Customer Quote:

“Zoho has streamlined everything from compliance to customer rewards. We now have the time and tools to focus on growth and quality, knowing our backend processes are solid.”