Oliva Clinic

INTEGRATED ZOHO ECOSYSTEM
CASE STUDY

Oliva Hair & Skin Clinic
Linz Technologies — Zoho Premium Partner

Zoho CRM | Zoho SalesIQ | Zoho Analytics | Zoho Desk

CLIENT OVERVIEW

Oliva Hair & Skin Clinic is one of India's largest chains of dermatologist-led skin and hair clinics, specializing in medical, cosmetic, and aesthetic dermatology.

Founded in 2009, the clinic network has expanded to more than 30 locations across major Indian cities, offering personalized treatment plans using US FDA-approved technologies under the supervision of qualified dermatologists and trichologists.

BUSINESS CHALLENGES
01 — No centralised enquiry management

Enquiries from the website, phone calls and chat were not captured in one place, making it hard to track, prioritise or follow up on leads consistently.

02 — Disconnected customer communication

No integration between cloud telephony and a CRM meant calls could not be logged or linked back to a lead automatically.

03 — Reports & Dashboards

Real-time visibility into enquiry volumes, agent performance or conversion trends was limited.

04 — Follow-up with customers

Follow-ups on enquiries and appointments were manual, causing missed appointment reminders.

05 — Coordination between customer & agent

Agents lacked a single view of customer history and treatment interest, leading to inconsistent conversations.

SOLUTION IMPLEMENTED

An integrated Zoho ecosystem was implemented, centered around Zoho CRM, with Zoho SalesIQ, Zoho Analytics and Zoho Desk working alongside it, tied together with cloud telephony, SMS and Zenoti.

KEY IMPLEMENTATIONS
Centralised Lead Capture from the Website

Since Oliva's primary lead source is its website, all enquiry webforms were connected to Zoho CRM using Zoho's APIs.

Every enquiry submitted — regardless of which page or campaign it came from — is automatically created as a lead in Zoho CRM in real time, eliminating manual entry and the risk of missed enquiries.

Cloud Telephony Integration with an Optimal Dialler and Ameyo

A cloud telephony system was integrated with Zoho CRM along with an Optimal Dialler and Ameyo.

Lead information is pushed to the dialler based on defined criteria for automatic dialling. This removed manual dialling effort for agents and ensured calls were logged directly against the corresponding CRM records.

CLINIC AND LOCATION-AWARE APPOINTMENT TRACKING

Appointment records are linked to specific clinic locations, so when an appointment is confirmed, the relevant clinic is selected and tracked.

AUTOMATED SMS

Once an appointment is fixed, the system automatically triggers an SMS confirmation with the appointment details, reducing no-shows and keeping customers informed without manual agent effort.

CUSTOMER CONCERN, APPOINTMENT AND ACTIVITY MANAGEMENT IN CRM

Zoho CRM manages the full customer lifecycle beyond the initial enquiry.

Customer concerns raised on calls or chats are logged against the record, appointment scheduling and related activities are handled within the CRM, and treatment/solution details are stored in-system so agents can answer FAQs directly on the call.

WEBSITE CHAT ENQUIRIES VIA ZOHO SALESIQ (ZOBOT)

Zoho SalesIQ was implemented on the website with Zobot, a chatbot that engages visitors and captures chat-based enquiries.

These are automatically pushed into Zoho CRM, so chat leads get the same follow-up rigour as web and phone leads.

REPORTING AND DASHBOARDS WITH ZOHO ANALYTICS

Zoho Analytics consolidates data from CRM activities, calls, chats and appointments into unified reports and dashboards, giving management real-time visibility.

SUPPORT TICKET MANAGEMENT

Zoho Desk manages customer support tickets in a structured manner for tracking and resolution.

MSG91 is integrated with Zoho Desk to send SMS notifications on ticket updates, keeping customers informed throughout.

CHALLENGES AND CONSIDERATIONS
01

Multi-source lead consolidation across website, chat and phone

02

Multi-clinic data structuring for accurate tracking by location

03

Reliable Zenoti data mapping to avoid appointment mismatches

04

Dependable SMS delivery via MSG91 for both confirmations and ticket updates

05

Agent access to knowledge organised for quick retrieval during live calls

06

Cross-team coordination across marketing, sales, operations & support

07

Real-time telephony, CRM sync for accurate call logging against the right record via Optimal Dialler and Ameyo

RESULTS AND IMPACT
Unified Enquiry Pipeline

All leads centralised in one CRM in real time.

Faster Outreach

Criteria-based auto-dialling for quicker agent follow-up.

Better Agent Efficiency

Full customer context available during calls.

Reduced No-Shows

Automated SMS appointment confirmations.

One Connected Ecosystem

Replacing fragmented, manual processes end-to-end.

Structured Support

Zoho Desk + MSG91 for tracked ticket resolution.

Data-Driven Decisions

Zoho Analytics dashboards across clinics.

THANK YOU FOR VIEWING OUR STUDY
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