D2C Retail Customer Intelligence with Zoho CRM
Retail & E-commerce (D2C) — The Shopify store, WordPress content site and support inbox did not talk to each other: there was no first-touch attribution,…
Client: Direct-to-Consumer Wellness Brand. Sector: Retail & E-commerce (D2C).
The challenge: The Shopify store, WordPress content site and support inbox did not talk to each other: there was no first-touch attribution, the CRM had duplicate records, nobody chased abandoned carts, and support staff could not see orders.
What we built: Brought the whole customer journey into Zoho CRM as the one source of truth: SalesIQ visitor tracking that stitches identity across domains, PageSense engagement and funnel events, Shopify webhooks feeding Zoho Flow so cart, abandoned-cart and order events land in a custom Orders module, first- and last-touch UTM fields, deduplication keyed on email, automatic lifecycle stages (Visitor → Engaged → Cart User → Customer → Repeat Customer), and omnichannel Zoho Desk ticketing with a single customer view, delivered over three phases.
Tech used: Zoho CRM, SalesIQ, PageSense, Zoho Flow, Shopify, Zoho Desk, Zoho Analytics.
- Carts Captured in CRM: 100%
- Duplicate Contacts: -80%
- Carts Recovered: +18%
- First Reply Time: <10 min