Parcel
Streamlining Sales, Support & Customer Engagement with Zoho CRM, Desk & SalesIQ
Zoho Authorized Partner
From fragmented sales processes and manual support to a fully automated, real-time customer engagement system, Raqmiat helped us go live in 8 weeks.
- Mahmud, Manager, ParcelWho they are
What needed to change
Before partnering with Raqmiat, Parcel was facing several operational bottlenecks that were holding back growth and visibility. As the business scaled, manual processes and disconnected tools made it harder to maintain control over sales, finance and customer experience.
Key Pain Points
- Fragmented Sales Process — Sales pipeline was managed across spreadsheets, email and personal trackers - no single source of truth.
- Lack of Contract Management — No structured system to generate, manage, or track the multiple contract types required across different deal types.
- Inconsistent Customer Support — No SLA tracking or unified ticket queue for customer issues, causing inconsistent response times.
- Disconnected Driver Records — Driver information was maintained outside any system, with no module to create, search, or associate driver data to deals.
- No Real-Time Chat Support — Client and rider queries had no automated first-response capability, leading to delayed resolution and agent overload.
- Siloed Operations — Sales, support, and field teams operated in isolation with no shared data or visibility.
- Scalability Gap — Existing tools could not scale with the planned expansion across new geographies / business lines.
“We needed a system that could connect our entire operation - from lead capture and contract generation to rider support and client chat - without manual dependency.”
- Mahmud, ManagerHow we delivered it
Raqmiat Technology LLC, as an Authorized Zoho Partner, designed and delivered a two-phase integrated Zoho implementation tailored to Parcel’s unique business model. The solution unified sales, support, and customer engagement under a single platform with role-based access, automated workflows, and real-time dashboards.
Modules Implemented
Zoho CRM- Lead management with custom fields, validation rules, and stage-based workflows
- Deal pipeline automation with approval workflows and 6 custom contract templates
- Quotation module with dynamic PDF generation and merge fields
- Invoice creation linked to approved quotes and deals
- Custom Drivers module for driver record management and search
- Seamless Lead-to-Deal conversion with accurate data mapping
- Automated email alerts for new lead assignments
Zoho Desk- Two dedicated support departments: Client Support and Rider Support
- Complete ticket lifecycle management with status tracking
- Automated ticket assignment and escalation workflows
- Agent-wise visibility and access controls
- Email-based customer reply handling within tickets
Zoho SalesIQ- Chatbot with predefined flows for client and rider queries
- Automatic Zoho Desk ticket creation from chatbot interactions
- Seamless chatbot-to-live-agent handoff
- Auto-close inactive chats after 30 minutes with notification
- Internal agent chat transfer for escalations within departments
Key Customizations & Integrations
- End-to-End Deal Lifecycle Automation: Lead Capture → Blueprint Progression → ASM Approval → Quote Generation → Invoice → Closure.
- 6 Custom Contract Templates: Dynamic PDF generation from Deal and Quote modules with all merge fields auto-populated.
- Lead → Deal Conversion with Data Mapping: Custom Zoho Analytics dashboards for the leadership team and department heads.
- Custom Driver Module: Standalone module to create, edit, search, and manage driver records within the CRM.
- Automated Email Notifications: Sales team alerted instantly via configured email templates on every new lead assignment.
- Role-Based Access & Visibility Controls: Profile-level data restrictions ensuring each agent sees only their permitted records.
- SalesIQ Chatbot with Dual Department Flows: Separate predefined chatbot flows for Client Support and Rider Support with visitor data capture.
- Automatic Chat-to-Ticket Creation: On completion of chatbot interaction, tickets are auto-created in the correct Zoho Desk department.
- CRM ↔ Desk ↔ SalesIQ Integration: Unified data flow across all three Zoho products ensuring no information is siloed.
Five-phase delivery methodology
The engagement followed Raqmiat’s proven five-phase delivery methodology, ensuring tight control over scope, timeline and quality at every step.
| Phase | Activities | Outcome |
|---|---|---|
| 1. Discovery & Blueprint | Stakeholder workshops, AS-IS process mapping, BRD/FRD finalization | Signed-off Solution Design |
| 2. Configuration & Build | Module setup, custom workflows, automation, integrations | Working sandbox environment |
| 3. Data Migration & UAT | Data cleansing, mapping, migration, full UAT cycle with users | UAT sign-off |
| 4. Training & Change Mgmt | Admin & end-user training, SOPs, recorded video walkthroughs | Trained, adoption-ready users |
| 5. Go-Live & Hyper-care | Cutover, production go-live, daily support, optimization sprint | Stable production system |
Outcomes delivered
Within 8 weeks of go-live, Parcel saw measurable improvements across sales, finance and customer support - moving from manual, fragmented operations to a unified, data-driven business.
Business Outcomes
- Unified Operations: Single source of truth across sales, finance and customer support eliminated data silos.
- Sales Acceleration: Automated lead routing, follow-ups and pipeline reporting reduced manual work for the sales team.
- Real-Time Visibility: Real-time dashboards gave leadership instant visibility into KPIs without waiting for monthly MIS.
- Structured Support: Client and rider issues are routed to dedicated Desk departments with full lifecycle tracking.
- Better Customer Experience: Customer tickets routed via SLA-based queues drove higher first-response and resolution scores.
- Future-Ready: Cloud-native Zoho stack now scales seamlessly with Parcel’s expansion plans.
In their own words
The system has transformed how we manage our sales and support. From lead creation and contract generation to real-time chat and ticket management, everything is now streamlined and visible. Raqmiat Tech delivered exactly what we needed, on time and within scope.
What Worked Well
- Hands-on functional consultants who understood the business, not just the software.
- Phased delivery that protected day-to-day operations from disruption.
- Strong post go-live hyper-care that built lasting confidence in the platform.
- Transparent, milestone-based engagement with no surprises on cost or scope.
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