BIGIN FOR FURNITURE STORE

Polyworld Furniture

About MJ Services

MJ Services is involved in business consultancy and Zoho Implementation services delivering services with the help of excellent experienced developers and other resources. Here we crack down every business challenge and align the pieces in sequence to form a smooth process which can also be translated to software application and the user can use this very efficiently.

 

We have worked with varied industries, right from manufacturers to traders, service providers, the companies Edtech, Fintech and IT companies, NGO’s , Professionals like CA’s and Lawyers.

 

We strongly believe if there is a business there is Sales, Marketing, HR and finance and we provide Zoho implementation services catering to challenges in all these functions.

About Polyworld

Polyworld Furniture is a growing retail and manufacturing business offering a wide range of premium, customized furniture to residential and commercial customers. With a strong telesales and customer-interaction workflow, they required an advanced system to manage leads, track telecaller performance, and streamline customer communication.

Problem Statement

Polyworld Furniture relied heavily on telecalling, but their existing process lacked structure and visibility.


Key challenges included:

  • Leads coming from different platforms were not centralized.
  • Telecallers used separate tools for calling, WhatsApp messages, and follow-up No automated tracking of call recordings or customer interaction history.
  • Managers had no consolidated dashboard to view employee performance.
  • WhatsApp communication was manual, causing delays in customer response.
  • No proper integration between IndiaMART and CRM.
  • Difficulty tracking telecaller productivity and customer conversion timelines.
  • The client needed a unified CRM to automate communication, streamline telecaller workflow, and provide complete visibility into sales activities.

Solution Given

  • To simplify Polyworld’s communication-heavy sales process, we designed an integrated Bigin-based ecosystem:
  • Zoho Bigin served as the central platform for lead management, telecaller activity tracking, and customer communication logs.
  • WhatsApp Pinnacle Integration enabled telecallers to send messages directly from CRM, use pre-approved templates, and track all conversations in one place.
  • Telephony Integration synced call recordings and call history automatically, ensuring transparency and quality monitoring.
  • IndiaMART API Integration ensured every inquiry was captured inside Bigin with proper source tagging.
  • Dashboards provided managers with real-time insights into lead movement, telecaller performance, and number of calls handled.
  • Automations standardized follow-ups, reminders, and customer updates, improving response time and reducing manual work.

OUTCOMES

  • Faster Customer Communication: WhatsApp messaging integrated inside Bigin significantly reduced response time.
  • Complete Call Visibility: All call logs and recordings are now centralized and trackable.
  • Improved Telecaller Productivity: Telecallers can call, message, and update leads without switching tools.
  • Automatic Lead Capture: IndiaMART integration eliminated manual data entry and missed leads.
  • Stronger Manager Oversight: Dashboards give managers real-time visibility into telecaller performance and pipeline movement.
  • Better Lead Conversion: Structured follow-up automation and faster communication improved lead conversion rate.