Zoho CRM and Creator, built to run a business.

Delivered booking, diary and invoicing migration into Zoho CRM

Operations ran in Creator and sales in CRM, joined only at the patient. I connected them into one CRM-led journey and completed all 12 phases (69 subtasks), including quote on lead, invoicing, payments and Xero, while keeping the live system running.

• Master data: 3 locations, 12 rooms, availability, maintenance blocks, companies, insurers and GPs. The scan catalogue went from 287 partial rows to 379 complete scan types, synced from Creator on a schedule.
• Lead Canvas: a custom sales screen, 26 new fields over 6 tabs. End time, duration and total price fill themselves from the catalogue for every lead source.
• Convert button: creates the patient and appointment in CRM, builds the booking in Creator and opens a prefilled invoice form in about 8 seconds. It reuses an appointment inside 45 days instead of duplicating it.
• Diary sync and widget: about 190 appointments synced, correct across BST and GMT, shown in a week-view diary with room filters, colour-coded status and a booking-card popup.
• Data repair: 301-row sync with zero write failures, 184 appointment-to-patient links backfilled, 128 malformed phone numbers repaired, and an hourly job keeping clinic status and invoice status current.
• Gap analysis: all 22 sections of the hospital SOP mapped against the CRM, used as a delivery checklist to complete the remaining build work and resolve management decisions.

Rota, timesheets, leave and kiosk for 400+ staff

A Creator application with embedded widgets across three sites. It replaced spreadsheet administration and cut manual work by about 40%. Now on build 60 after steady feedback from managers and HR.

• Tablet kiosk clock-in with PIN, validation, and automatic closing of forgotten shifts.
• Rota: weekly view, split shifts, copy and paste, bank-holiday markers, and a Publish button that emails each person their own two weeks.
• Payroll hours: location-aware break rules, approve actual or rota hours, 1.5x for bank-holiday work, CSV exports.
• Reports: hours, monthly approved, and contracted vs timesheet hours showing overtime and shortfall per person.
• Alerts: late clock-ins notify the employee and manager by email and SMS, escalating on repeats, plus a nightly head-office summary.

Google Ads to CRM conversion tracking

Paid leads were booked without the click ID reaching the paid invoice, so Google could not see which ads produced revenue. I traced the causes with COQL and rebuilt the path from click to Closed Won.

• Captured GCLID, WBRAID, GBRAID and UTM values from the website, forms, chat and DM channels into CRM fields.
• Built invoiceToDeal: when a direct booking is paid it finds the person, attaches or creates the deal, writes attribution first, then closes it as won. It fixed 9 stuck paid deals.
• Compared three conversion routes and proved Google's scheduled import works (188 conversions in 30 days) while a Zoho-side push was dead. Recommended switching the dead route off.

Duplicate prevention, chat bots, finance and reporting

• Lead dedupe: one chat created two leads (WhatsApp and web). A function keeps the first channel and removes the second, proven in both directions.
• Self-referral flow: an existing patient gets a note, a new person gets a lead. Also ResponseiQ call leads, ManyChat DM capture, postcode lookup and a blank lead-source rule.
• SalesIQ bots: new vs returning visitors, six proactive triggers, lead scoring, an FAQ bot with human escalation and a sensitive-topic guardrail.
• Finance: Xero invoice push, payment-status write-back, void rules, company package mapping, hardened confirmation emails, review-link tracking over SMS.
• Reporting: 10+ dashboards, patient-feedback analytics by site and month, catchment revenue maps by town.

Zoho One CRM for an energy-solutions group

A phased rollout for a UK group with several business units: one login, executive dashboards, and a separate organisation for each unit, introduced one at a time over 12 to 16 weeks.

• Process: designed the lead to delivery lifecycle (lead, qualify, proposal, closed won, production, delivered), so production sees an order the moment a deal closes.
• Dashboards: pipeline value, lead and opportunity counts, rep performance, expected closes, orders in production or delivered.
• Setup: fields, layouts, users, roles, profiles and an access-control matrix; Zoho linked to Zapier and an AI assistant.
• Adoption: a governance plan with a weekly 60-minute review, named owners and a three-month roadmap; 2-week and 4-week role-based training plans including Zia AI.
• Handover: tested each change and documented it for the IT manager.

Shopify and email automation

• Designed the flows for a product launch: welcome, abandoned checkout and cart, browse abandonment, post-purchase, re-engagement.
• Wrote an 84-point Klaviyo test plan, compared Klaviyo with Mailchimp and with Recart and Rebuy, audited the store and set up SalesIQ chat.
• Prepared lead lists (Apollo, SendPulse, Python filtering), set up Clockify time tracking, and contributed to an AI tools evaluation and roadmap.
• Synced Shopify with the business platform, saving about 8 hours of manual entry a week.