Case Study: Making Waves in Operations for a Scuba Diving Center

For a scuba diving center offering a range of diving packages, professional courses, and equipment sales, managing diverse customer journeys and service inventories without a structured system was proving challenging. The thrill of underwater adventure needed to be matched by seamless operational efficiency on land.

Elite Tech Corp partnered with the center to implement a comprehensive CRM and service automation solution using Zoho CRM, Zoho Books, Zoho Social, and Zoho Forms, creating a unified ecosystem to manage every aspect of their business.

The Challenge: Navigating Murky Operational Waters

• Manual lead generation for diving packages, courses, and equipment sales.
• Lack of clarity in tracking bookings and course progress.
• No separation of workflows for diving packages vs. diving courses.
• Disorganized service and equipment inventory.
• No integration between social media marketing and lead capture.

The Objective: Segment and automate customer journeys for each service type, unify lead generation, and bring inventory control under one roof with Zoho.

The Solution: Structured CRM + Smart Service Management with Zoho

Step 1: Lead Generation via Forms and Social Media

• Zoho Forms embedded on the website to collect lead information.
• Zoho Social integrated to capture leads from platforms like Instagram and Facebook.
• All leads entered Zoho CRM with tags based on enquiry type:
  • Diving Packages
  • Diving Courses
  • Equipment Purchase

Step 2: Lead Qualification and Conversion

• Sales team qualified incoming leads by service interest.
• Qualified leads converted into Deals in Zoho CRM.
• Each Deal triggered a dynamic Blueprint based on the enquiry type.

Step 3: Blueprint for Diving Packages

“Because adventure begins the moment they book.”

• Package Booked
• Client Received at Dive Centre
• Check-In
• Check-Out
• Package Completed
• Feedback Sent

Step 4: Blueprint for Diving Courses

“Because learning underwater deserves its own journey.”

• Appointment Booked
• Client Picked Up
• Course Started
• Course Completed
• Certification Provided
• Completed
• Feedback Sent

Step 5: Services and Equipment Management with Zoho Books

• Zoho Books listed and categorized:
  • Diving Packages (as services)
  • Diving Courses (as services)
  • Scuba Equipment (as products)
• Enabled seamless invoicing for both services and retail gear purchases.

Results Delivered: Diving into Efficiency and Experience

Scuba Diving Service Journey: Adventure + Learning + Care

• Step 1: Casting the Net – Lead Generation

  Website forms and social ads channel leads into CRM automatically.

• Step 2: Navigating the Customer Journey

  Dive Packages follow the Package Blueprint, Courses follow the Course Blueprint.

• Step 3: Managing Services and Gear Smoothly

  Packages, courses, and scuba gear organized in Zoho Books.

• Step 4: Ending with Excellence

  Automated CRM feedback request closes the loop for continuous improvement.

Summary: Building Stronger Diving Experiences with Structured Automation

Human Touch:

• Personalized handling of diving packages and courses.
• Seamless communication across booking, learning, and certification.

Automation Backbone:

• CRM-driven lead-to-deal flow with dynamic blueprints.
• Integrated invoicing and inventory with Zoho Books.
• Social media lead capture via Zoho Social.

Conclusion: Taking the Plunge into Operational Excellence

Elite Tech Corp helped the scuba diving center dive deeper into operational efficiency by designing CRM blueprints for different service categories, integrating multi-channel lead generation, and unifying product and service management.

Now, the client enjoys complete visibility across every customer journey, faster response times, and improved marketing ROI all while focusing on what they do best: delivering breathtaking underwater experiences.

Is your service-based business ready to automate and enhance your customer journey? Let’s explore how Zoho can help you make a bigger splash.