Overview

Pinoy Box Delivery, a B2C logistics and supply chain company, faced challenges with customer engagement, customer care, and email automation. Manual tasks and repetitive workflows reduced operational efficiency and limited time for strategic initiatives.

By implementing Zoho One with support from Devtac, Pinoy Box Delivery automated processes, improved customer insights, and optimized lead management.

Key takeaways:

• Streamlined email automation and workflows
• Improved lead management and deals tracking
• Enhanced understanding of customer lifetime value
• Established a loyalty program to increase retention

Executive Summary

Pinoy Box Delivery is an agile shipping platform focused on helping Filipino entrepreneurs navigate international logistics while fulfilling customer obligations. By maintaining strong relationships with both logistics partners and client businesses, Pinoy Box Delivery has attracted thousands of client registrations over the years.

The company required systems to improve engagement with subscribers, manage deals efficiently, and optimize email communication while handling an extended sales cycle.

Problem Statement and Key Challenges

Pinoy Box Delivery’s main challenges included:

• Inefficient customer engagement due to manual processes
• Difficulty in managing customer care and inquiries
• Ineffective email automation, limiting outreach and follow-up
• Time diverted from strategic initiatives due to repetitive operational tasks

These issues hampered sales efforts and limited insight into customer behavior and potential opportunities.

Evaluation of the Problem

Devtac assessed Pinoy Box Delivery’s workflows and identified gaps in engagement, lead management, and email communication. The company needed an integrated solution to manage subscribers, improve follow-up processes, and better understand customer value across extended sales cycles.

Proposed Solution

Devtac implemented a comprehensive solution using Zoho One, which includes Zoho Desk, Zoho CRM, and Zoho Campaigns. Key features of the solution included:

• Lead scoring to prioritize high-potential subscribers
• Deals pipeline to track inquiries and prevent missed opportunities
• Automated 120-day email workflow to engage new subscribers
• Customer lifetime value insights to inform a tailored loyalty program
• Streamlined customer support with ticket management and tracking

The solution was customized to align with Pinoy Box Delivery’s business processes and extended sales cycle.

Implementation

Devtac configured Zoho One to automate workflows, track leads, and manage deals. The email workflow engaged new subscribers over a 120-day period, while lead scoring and pipeline management ensured consistent follow-up. Insights into customer lifetime value enabled better decision-making and improved customer retention strategies.

Results

The implementation delivered measurable improvements:

• Enhanced customer understanding through Zoho One
• Improved lead engagement using lead scores
• Streamlined deal management, preventing missed inquiries
• Ability to maintain communication with customers despite a prolonged sales cycle
• Foundation for a loyalty program to improve customer retention

Although some high-lead-score customers have not yet converted to sales, the company recognizes the importance of consistent engagement over the extended sales cycle. Overall, the integration of Zoho One resulted in a successful transformation of customer relations and sales management for Pinoy Box Delivery.

“Devtac tech was very knowledgeable with all the questions we gave them. They helped us organize also our thoughts and guided us with the outcome. They are quite organized with scheduling and time keeping and are very professional towards their customers.” – Bianca Donato Tay, CEO