Case Study

Automating Subscription Management & CRM Integration for a SaaS product for Luxury Real Estate Marketing

Krishna.rp | | 3 min read

Introduction

LuxVT, our client, is a leading real estate technology company that connects agents, brokers, and buyers through a digital platform. It provides subscription-based services to real estate professionals, enabling them to showcase properties, generate leads, and optimize their business operations.

Project scope

The client was managing customer subscriptions manually, entering data into Zoho CRM for every new agent and tracking renewals manually. This process was inefficient, time-consuming, and prone to errors. The project aimed to integrate Zoho CRM with the company's digital platform to automate subscription management, billing, and customer upgrades.

Use Case and Problem Statement Description

  • The manual process of managing subscriptions led to:
    • Delays in onboarding new customers due to manual data entry.
    • Errors in subscription tracking, leading to missed renewals.
    • Higher operational costs due to manual follow-ups.
    • Limited ability to upsell or cross-sell services to customers.
    • The company required an automated CRM integration to streamline the entire process and enhance customer experience.
 

Challenges

Detailed Use Case Description

  • Users: Real estate agents subscribing to different plans.
  • Workflow: Customers would subscribe via the platform, but their details had to be manually entered into Zoho CRM, and payments were tracked separately.
  • Dependencies: The system needed seamless integration with Zoho CRM for account creation, subscription management, and automated billing.

Technical Complexities

  • Automating Subscription Handling: Ensuring seamless plan upgrades, renewals, and cancellations within Zoho CRM.
  • Payment Integration: Enabling credit card auto-payments to remove the need for follow-ups.
  • Data Synchronization: Keeping customer data updated across both systems in real-time.

Project Scope Reiteration

  • This integration was critical for enhancing operational efficiency, improving customer experience, and unlocking new revenue opportunities by making upsells and renewals seamless.

Our Approach

Process Overview

  • Step 1: Requirements Analysis
    • Identified key pain points in the current subscription management process.
    • Mapped the workflow between the real estate platform and Zoho CRM.
  • Step 2: CRM Integration & Automation
    • Implemented Zoho API integration for automatic account creation and updates.
    • Configured auto-renewals and upgrade prompts based on customer usage patterns.
    • Enabled payment gateway support for seamless transactions.
  • Step 3: Subscription Management Optimization
    • Developed a feature for automated reminders for renewals and upgrades.
    • Created a dashboard within the platform for tracking subscription status and analytics.
  • Step 4: Testing & Deployment
    • Conducted extensive UAT testing to ensure data accuracy and process efficiency.
    • Deployed the solution in phases to minimize disruptions.

Result

Overall Project Outcome

  • Eliminated manual subscription tracking, reducing human errors.
  • Reduced the time taken for customer onboarding by 60%.
  • Increased subscription renewals and upgrades through automated prompts.

Solution Effectiveness & Efficiency

  • Seamless subscription management via Zoho CRM integration.
  • Auto-payment handling, reducing missed payments and follow-ups.
  • Automated upsell opportunities, increasing revenue potential.

 Success Metrics

  • Time Saved: Reduced manual effort by 50+ hours per month.
  • Error Reduction: Subscription tracking errors dropped by 90%.
  • Revenue Growth: 15% increase in subscription upgrades due to automated prompts.

Lessons Learned

  • Automating customer interactions leads to higher engagement and retention.
  • CRM integrations should be planned with future scalability in mind.

Conclusion

Recap of Project Achievements

  • The CRM integration enabled seamless subscription management, improving efficiency and enhancing customer experience.

Benefits to the Client

  • Faster onboarding and renewals.
  • Improved revenue tracking and forecasting.
  • Higher engagement due to targeted upselling.

Call to Action

  • If your business faces similar challenges in managing subscriptions and customer engagement, let's discuss how automation can streamline operations and boost revenue.

 

 

Related Topics