How LaMeli Villas streamlined customer service with LogixOne Chat for Zoho CRM

The company

Established in 2015, LaMeli Villas is a charming villa complex located in Ubud, Bali. The complex offers various types of luxurious villas and caters to guests seeking a tranquil base to explore the enchanting town of Ubud and its beautiful surroundings. The customer management team of LaMeli Villas consists of eight members.

Journey with Zoho

Since 2015, LaMeli Villas has been using Zoho CRM and other Zoho products—Zoho Mail, Zoho Books, and Zoho WorkDrive. Three of the eight customer management team members use LogixOne for Zoho CRM integration by Clearscope Solutions. I Wayan Putra Sudana, manager of LaMeli Villas, shared his team’s experience with Zoho and the integration, LogixOne Chat for Zoho CRM.

LaMeli Villas’ management team relies on Zoho CRM for all aspects of guest management, including villa booking, maintaining guest information and booking records, generating monthly sales reports, and more.

The challenge

While the team uses Zoho CRM for customer management, it uses WhatsApp as a primary medium of customer communication. Previously, customer contact details from Zoho CRM from WhatsApp were input into WhatsApp manually. The process of switching between platforms took time and effort, lowering the productivity of the team. This disjoint between platforms also led to customer-related data being stored in different locations.

The solution

The team realized the challenges could only be tackled by integrating the two platforms. That’s where the integration, LogixOne Chat for Zoho CRM, comes into the picture.

LogixOne for Zoho CRM

The integration establishes a bi-directional sync between Zoho CRM and WhatsApp. Now, the team can directly initiate a WhatsApp conversation from the guest’s contact record in Zoho CRM.

In the case of a new booking, a record is automatically generated in Zoho CRM. This record contains the contact details provided by the customer during booking. With LogixOne Chat, the team can seamlessly send out automated booking confirmation and welcome messages to the customer, directly from Zoho CRM.

According to Mr. Sudana, the most compelling feature of the integration is its ability to link multiple contact numbers to the same record, ensuring that all of the services offered to guests of a booking are logged under a single record.

The integration also paved the way for the management team to get innovative. The team optimized the use of LogixOne Chat by integrating an additional in-room service feature. The service is accessible by scanning a barcode that’s provided in the guest room. Thanks to the integration, all guest service requests are now directed through LogixOne Chat, complemented by an automated messaging system that responds outside of regular service hours or when specific services are unavailable.

Benefits and ROI

LaMeli Villas’ customer management team effortlessly tackled the challenges faced with LogixOne Chat for Zoho CRM. The integration enabled the team to construct and maintain a comprehensive and centralized customer database that includes contact details, conversation history, booking information, and other relevant details, enhancing efficiency and facilitating effective guest management.

“We save a significant amount of time [by using the integration]. During business hours, the teams efficiently handle guest messages and inquiries through Zoho CRM. This streamlined process proves far more efficient than using the web version of WhatsApp.”

I Wayne Putra Sudana

I Wayne Putra Sudana, Manager, LaMeli Villas

Looking forward

LaMeli Villas has also integrated Zoho CRM with LogixOne Sales Order Consolidator to streamline sales operations.Since all bookings and invoices are created within Zoho CRM, this integration allows the team to push invoices into Zoho Books quickly and efficiently.