Case Study
Client Details:
Zoho Products Involved:
TechMagify Services Taken:
Consultation, Configuration, Development, Integration, Training, Documentation & Support.
Overview
The BNK Group is one of India’s leading Architecture and Interior Design firms, known for delivering high-end luxury residential, commercial, and hospitality projects. As the firm rapidly expanded, managing client relationships, tracking proposals, and gaining visibility into business performance became increasingly challenging.
Tech Magify LLP, a Zoho Advanced Partner, was engaged to streamline their processes using Zoho Bigin, Zoho’s pipeline-centric CRM.
Problem Statement and Key Challenges
Despite their strong industry presence, The BNK Group faced operational bottlenecks in managing client interactions and proposals. Key challenges included:
Fragmented Contact Management
* Client information was scattered across spreadsheets, emails, and individual systems.
* No single source of truth for client firm contacts, decision-makers, or communication history.
Inefficient Tracking of Proposals (Deals)
* Proposal statuses were tracked manually, leading to delays and lack of clarity.
* Difficulty in tracking proposal revisions, follow-ups, and win/loss outcomes.
Lack of Visibility Across Financial Year
* Leadership had no consolidated dashboard to monitor performance across the FY.
* Reporting was manual, time-consuming, and prone to error.
Limited Collaboration
* Multiple project/team members were working with the same clients without a unified system.
* Duplication of effort and missed communication checkpoints were common.
Need for a Scalable, Easy-to-Use System
* The BNK Group sought a tool that could be implemented quickly, fit their workflow, and be easy for the team to adopt.
Evaluation of the Problem
Tech Magify conducted a detailed discovery and evaluation phase involving:
Stakeholder Interviews
* Discussions with the sales team, management, and client-servicing teams revealed the need for structured deal pipelines and a centralised contact repository.
Process Mapping
* Existing touchpoints with clients were mapped to understand proposal lifecycle—from initial enquiry to onboarding.
Gap Analysis
Key gaps identified:
* No automated data flow from enquiry to proposal creation.
* Inconsistent tracking and no defined pipeline stages.
* Poor visibility for leadership into performance metrics.
* Current tools lacked scalability and integration capability.
System Recommendation
After assessing complexity, scalability needs, and adoption readiness, **Zoho Bigin** was identified as the ideal solution due to:
* Its pipeline-centric approach.
* Quick deployment capability.
* Ease of use for creative and project-driven teams.
* Ability to generate intuitive dashboards for management.
Proposed Solution
Tech Magify implemented a **fully customised Zoho Bigin setup** aligned to the functional and reporting needs of The BNK Group.
Centralised Client Contact Management
* All client contacts consolidated into the **Contacts** module.
* Custom fields added to capture firm details, project category, decision-maker info, and communication preferences.
* Tagging and segmentation enabled for marketing/sales targeting.
Customised Deal (Proposal) Pipeline
* A tailor-made **Proposal Pipeline** was created with defined stages such as:
*Enquiry → Requirement Discussion → Proposal Sent → Negotiation → Final Approval → Won/Lost*
* Automated tasks and reminders enabled for timely follow-ups.
* Facility to track proposal values, sent dates, and expected closures.
Dashboard & Reports for FY Tracking
Dynamic dashboards were built to provide leadership with insights such as:
* Total proposals sent in the FY
* Conversion ratio (Win/Loss analysis)
* Stage-wise deal distribution
* Revenue value by month/quarter
* Top-performing team members
* Contact acquisition trends
This eliminated manual report preparation entirely.
Activity Management & Collaboration
* Call logs, emails, meetings, and notes tracked directly inside Bigin.
* Team members gained visibility into each other’s activities and updated statuses.
* Improved accountability and reduced communication gaps.
Training & Onboarding
Tech Magify delivered:
* Role-based training for sales and management teams
* Post-launch support for fine-tuning and user adoption
Result
With Zoho Bigin implemented by Tech Magify, The BNK Group successfully transformed its client and proposal management operations, resulting in:
✔ Streamlined Client Data: A unified system for all contact information enhanced accessibility and reduced duplication.
✔ Clear Visibility of Proposal Lifecycle: Structured deal stages helped the team track progress and forecast new business accurately.
✔ Real-Time, FY-Level Business Insights: Dynamic dashboards empowered leadership with instant visibility into performance metrics.
✔ Improved Collaboration & Efficiency: Teams worked cohesively with shared access to client interactions and activities.
✔ Higher Productivity & Better Follow-Ups: Automations ensured timely communication and reduced manual effort.
Tech Magify’s tailored Zoho Bigin deployment enabled The BNK Group to adopt a modern, scalable, and efficient CRM workflow—enhancing decision-making and setting the foundation for growth.
