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Use Zoho Analytics to improve the healthcare industry.

Hi, my name is Claudia.


I'm in charge of the IT systems in a local Tourism business in Thailand. In addition to many other systems, we use Zoho for several areas of our tourism business operations.


The website is the initial area of use, and it attracts new customers to the tour packages that we offer. It's vitally important that our tour based website is visually attractive, readable and easy to navigate - otherwise there'd be all sorts of problems with people who need travel information quickly before they leave their country to visit Thailand. Rather than engaging with multiple contractors to build the website for us, we felt it was more efficient to manage our website internally, so this is now done by our own internal team using Zoho Sites, which allows our team to add new content and maintain existing web pages, upload new images, make changes if needed and so on. We also have a connection between our website and our lead and sales system, Zoho CRM, which allows a seamless integration between our web channel and sales and marketing tool.

This integration makes everything so much easier and so much more efficient. And to further improve our healthcare processes, we have started using more of Zoho's apps and software. It's made a huge difference! For example, we've started using: Zoho CRM; Zoho Analytics; Zoho One; Zoho Survey; and Zoho Campaigns for many different aspects of our website and processes.

Sales Using Zoho CRM

We use a CRM to capture leads from the website as well as inbound calls and even WhatsApp integration from a widget on the website which means people can get in touch with us from a variety of channels. Once the new leads are captured, they are immediately transferred into our CRM and assigned to our sales team based on certain criteria such as the type of tour the customer wants to join. 

We love the automation that's been set up which allows our sales team to get automated alerts and thus never miss an inbound lead or a task associated to their sales jobs.

Our sale management team do many different jobs so Zoho CRM helps them understand the status of all open leads and sales bookings and other things such as sales visits to prospective tour operators, hotels and other channels.

Marketing Using Zoho CRM & Zoho Campaigns

Our marketing team also uses Zoho CRM to carry out various marketing campaigns both online and offline and utilize Zoho Campaigns for things like social and email marketing activities which integrates to the CRM. They also use it for customer feedback and service improvement surveys using Zoho Survey, which we issue online. They then synchronise back to the CRM.

Booking Management Using Zoho Bookings

We use Zoho Booking to receive bookings for our scheduled tours. We can setup various tours along with all of the details then schedule them accordingly and accept online bookings from customers. The booking calendar is embedded in our website for a seamless experience and all of the tour guides know what they are doing on a day to day basis.

Zoho CRM makes the process of making bookings a whole lot easier for the customer and your business.

Accounting Using Zoho Books

Zoho CRM also integrates to Zoho's finance software, Zoo Book. So when the time comes to convert leads to sales, and when we need to invoice customers, we can even integrate that to Zoho Books to produce attractive invoices which can be paid online; and payment tracking is built into the software as well, alerting us as soon as an invoice gets paid or if payments are outstanding.

Customer Data in Zoho CRM

The highly flexible and configurable nature of Zoho CRM means that we can customise the software to match our business. We tailored the software to include all of the relevant fields of information that we need in order to store information on customers, such as their contact details, passport and insurance details, flight schedule, hotel name and so on. We also use the CRM to upload images of the client experience and give them access to their own data visa the CRM portal.

Integration to Existing Systems

Of course, we understand many tour operators and other businesses in the tourism sector have existing systems, some of which are mandated by governments and other authorities.  Zoho CRM's open API allows it to communicate with any other software system so you can maintain both applications seamlessly together. For example, Bookeo is a popular tour booking application, which can be integrated to Zoho CRM to manage all of your contacts and carry out more targeted and complex email marketing and social marketing campaigns, survey and more.

Data Security

Obviously data security is absolutely critical for our industry and Zoho's platform is built using the most modern and up-to-date software security measures such as 128 bit data encryption and more. Users of the system are controlled in a central location because we use the Zoho One platform which means our IT team can set password policies and multi-factor authentication on mobile devices. Zoho themselves even have extremely tight world class security measures in place at multiple data centres around the world such as biometrics, earthquake proof buildings and employee screening.

Analytics Using Zoho Analytics

The end result of all of these apps in the Zoho software platform can be consolidated into Zoho Analytics which allows us to create meaningful dashboards and reports in a central location which we use to analyse and discuss changes to processes, strategy and improvements. Zoho Analytics is a powerful tool which not only consolidates data from all of our Zoho apps but also allows us to pull in data from other systems that we use, for example in SQL or CSV format, so it really is a centralised business intelligence platform.

Track everything that goes on in the tourism industry using Zoho Analytics.

Zoho One Scalability

The thing we have noticed most about Zoho since we implemented the various apps is how it has allowed us to expand our teams and rapidly scale up business operations. Once the infrastructure has been configured in the Zoho applications, users can be added at any time in any app and then by using Zoho One we administer all users from a central location and simply assign them the software they need to use. All of the data they process in the specific application is monitored by themselves and their managers and then consolidated into Zoho Analytics for management at higher levels.