Introduction
SureSafe set out to make Zoho CRM the single, reliable source of truth across sales and service. The mandate was straightforward and demanding: remove manual steps, enforce process discipline with Blueprints, and keep every important change auditable—from the moment a lead enters to the products a customer buys.
Challenges Before Implementation
- Manual, inconsistent workflows: Users created Accounts/Contacts/Deals by hand, leading to gaps and rework.
- No audit trail for key events: Status changes and owner handoffs weren’t timestamped.
- Duplicate or orphaned records: Inbound calls and Sales Orders could create duplicates or leave history scattered.
- Disconnected data flow: Product purchases weren’t reflected on the Contact profile; subform actions weren’t tracked.
- Scalability limits: Processes varied by user; cross-module sync was fragile.
Directive
The key directives were to:
Solution Overview
The program delivered six tightly integrated automations, each built to be modular and auditable:
1) Lead Blueprint & Conditional Creation
Field & Data Enhancements (Lead):
- Nature of Your Enquiry (picklist) → determines individual vs business.
- Status Change Date and Time (datetime) → auto-updates on every status change.
- Owner Change Date and Time (datetime) → auto-updates on owner reassignment.
- Country → normalized on create (e.g., GB → United Kingdom, USA → United States).
- On create: Status = “New Lead”; default Owner assigned.
Blueprint Trigger & Transition:
- Trigger: When Lead Status = “New Lead”, Blueprint auto-starts.
- Transition (“Interested”): Enforces conditional required fields (based on enquiry type) and fires record-creation logic.
Conditional Record Creation:
- If Business: Create Account and link to Lead.
- If Individual: Find Contact by email → link if found; otherwise create and link.
- Always: Create a Deal and associate it to the Lead and newly created/linked Account or Contact.
Auditability:
- Any Lead Status change → update Status Change Date and Time.
- Any Owner change → update Owner Change Date and Time on Lead and push to Deal/Account/Contact.
2) Deal Blueprint Routing (B2B/B2C) & Tracking
Entry Conditions:
- On Deal create with Stage = “Nurture”:
- Customer Type = Business → enter B2B Process Blueprint.
- Customer Type = Individual → enter B2C Process Blueprint.
Date-Time Logging:
- Stage changes → update Stage Change Date and Time.
- Owner changes → update Owner Change Date and Time.
Routing Summary:
Condition | Blueprint Entered
---------- | -----------------
Stage = Nurture + Customer Type = Business | B2B Process Blueprint
Stage = Nurture + Customer Type = Individual | B2C Process Blueprint
3) Contact Automations & Subform Activity Logging
Subscription Status:
- If Subscription Set Up is populated or changed → Status = “Active.”
Subform: Call Description:
On row add:
- Added User for Call = current user
- Date/Time 1 = current timestamp
- Subform Rows Count tracks changes; on modification:
- Compare row count; if different, update and trigger workflows.
- Ensures every new row is timestamped and attributed.
4) Sales Order → Contact Purchase History Sync
On Sales Order Create or Contact Lookup Change:
- If Contact Name ≠ empty, pull line items (Product Name, Quantity, Rate, Total, Sales Order #, Order Date).
- Push items to Contact Purchase History (custom related list on Contact).
- Guarantees that Contact records reflect the latest orders—even when reassigned.
5) Inbound Call Handling → Lead Match/Create
Trigger & Match:
- Calls enter CRM via API/Webhook/Extension with Phone, Call Time, Type = Inbound.
- Search Lead by normalized Phone/Mobile.
Conditional Outcome:
- Lead Found: Update Last Contacted Time; add Call note; increment Call Count.
- Lead Not Found: Create new Lead with Phone, Lead Source = “Inbound Call,” Lead Status = “New Lead,” default Owner, Created Via = “Call Integration.”
6) Zapier Customer Interactions → Call Records
Flow:
- Zapier creates a Customer Interactions record in CRM.
- Workflow + custom function extracts Contact/Lead, Call Type, Interaction Date & Time, Notes. - Creates a Call record in Activities and links to the correct Contact/Lead.
- Result: all external interactions become reportable activity in CRM.
Governance, Data Quality & Scalability
- Normalization ensures consistent analytics.
- Owner propagation keeps accountability aligned.
- Timestamps on Stage/Status/Owner changes create audit-ready history.
- Modular design simplifies rollout for future teams.
Outcomes
1. Single Source of Truth2. Process Discipline via Blueprints
- Leads, Deals, Accounts, Contacts, Calls, and Sales Orders are synchronized and crossreferenced.
- Conditional fields and controlled transitions reduced data gaps and ensured consistent qualification.
3. Auditability Built-In4. Faster Sales & Service Response
- Every change—who, what, when—is captured and reportable.
- Purchase history and call logs are surfaced where needed, cutting lookup time.
5. Fewer Duplicates, Less Manual Work
- Automated lead creation/matching replaced manual entry.
Conclusion
SureSafe now runs a disciplined, automated, and auditable CRM operation. Lead intake drives the right record creation; Deals follow the correct Blueprint; Contacts carry accurate subscription and interaction history; Sales Orders enrich customer context; and every call— internal or via Zapier—lands as a linked, reportable activity. The system is modular, scalable, and ready to support new products and teams without sacrificing data integrity.
