Promise Training

Promise Training is a professional course and training-based organization offering a wide range of skill development programs for individuals and corporate learners. To enhance customer engagement, improve response efficiency, and streamline lead management, the organization implemented Zoho SalesIQ, Zoho CRM, and Zoho Desk.

The goal was to unify all communication channels including Website, WhatsApp, Instagram, and Facebook — and automate lead creation, chat handling, and support ticket management through Zobot and Answer Bot.

Client Overview

Promise Training sought to simplify customer interactions and lead management by deploying an integrated Zoho solution. Using Zoho SalesIQ, chatbots were configured for both web and social media platforms to engage visitors and collect inquiries in real time.

The client faced multiple operational challenges in managing their global training and certification process. Most of their tasks were handled manually or through disconnected systems, which caused delays, duplication, and data mismatches between teams

Issues faced by the client

1) Chatbot Flow Issues: The Zobot flow worked only in specific sections where it was inserted, rather than throughout the entire conversation .
2) Character Limitations: Button and card restrictions in the Zobot prevented using the same chatbot on both the website and social media.
3) Lead Source Confusion: All leads created from different platforms appeared under a generic “Chat” source in Zoho CRM.
4) Manual Message Handling: WhatsApp communications and follow-ups were handled manually, leading to slower response times.
5) Disconnected Integrations: Old WATI connections caused data mismatches and instability.

Our Solution

The implementation focused on automating the client’s complete business process — from lead generation to certification — using Zoho CRM and Zoho Creator. The goal was to create a unified system that minimized manual work, ensured accuracy, and improved coordination between teams:

1) Chatbot Configuration:

o Tracy – Chatbot for the website.

o Tracy Meta – Chatbot for WhatsApp, Instagram, and Facebook.

2) Zobot & Answer Bot Setup: Automated conversations, course inquiries, and lead qualification handled directly within SalesIQ.

3) CRM Field Mapping: Configured to ensure accurate lead source identification for Website, WhatsApp, Instagram, and Facebook.

Lead & Ticket Automation:

o Every visitor chat automatically created a lead in Zoho CRM with the chat transcript attached.

o Simultaneously, a ticket was created in Zoho Desk for tracking and follow-up.

4) WhatsApp Integration in Zoho CRM: Direct WhatsApp integration was configured within Zoho CRM to enable real-time communication and follow-ups.

5) WhatsApp Template & Workflow Automation: Predefined templates were created for sending confirmations, bulk messages, and updates to customers.

6) WATI Integration Removal: Disconnected old WATI integration from both Meta and CRM to eliminate redundancy and ensure clean, stable connections.

Conclusion

The complete Zoho implementation transformed Promise Training’s communication and lead-handling process. Unified multi-channel chat automation ensured smooth operation across all platforms, while automatic lead creation and chat attachments improved CRM data accuracy. Zoho Desk ticket automation enabled better support tracking and faster resolution, and direct WhatsApp–CRM integration significantly improved communication speed and lead engagement.

Additionally, lead source mapping provided clear visibility into which channel generated each lead, while the removal of WATI and new configurations improved system stability and performance. After multiple rounds of refinements and successful testing, client satisfaction increased. Overall, the integrated Zoho solution delivered an efficient, reliable, and scalable communication ecosystem for Promise Training, enhancing both customer experience and operational productivity.