Case Study
Unified Zoho Ecosystem for a Multi-Brand eCommerce Group
Client
Air Global Group
Parent company of Hookah Shisha, Hookah Smoke, Shisha World, Hookah Wholesaler, and Global Hookah Wholesaler
Industry
eCommerce & Wholesale Distribution
The Challenge
Air Global Group manages multiple high-volume eCommerce and wholesale brands. As the business grew, their internal systems struggled to keep up.
- Disconnected tools across brands
- No single source of truth for customers, leads, or support data
- Manual sales follow-ups and inconsistent communication
- Limited visibility into sales and support performance
- Slow document approvals and fragmented customer experience
These challenges resulted in operational inefficiencies, delayed responses, and missed growth opportunities.
The Objective
- Unified operations across all brands
- Automated sales, support, and documentation workflows
- Improved response times and customer experience
- Delivered real-time business visibility for leadership
Our Solution
Techsphere designed a scalable, multi-brand Zoho architecture tailored to Air Global Group’s operational complexity.
Zoho CRM
Custom modules, layouts, validation rules, business blueprints, and approval workflows.
Process Automation
Automated email and SMS workflows, task creation, and follow-ups.
Document Management
Microsoft Azure integration and Zoho Sign for automated e-signatures.
Centralized Communication
Email inbox integration with Zoho CRM.
Customer Support (Zoho Desk)
SLA policies, automated ticket routing, and escalation workflows.
Analytics & Reporting
Zoho Analytics dashboards combining CRM and Desk data.
Website & Engagement Tools
Zoho Forms, Zoho Bookings, and Zoho SalesIQ with AI chatbots.
The Impact
- Reduced operational friction across five brands
- Faster lead response times and improved conversion rates
- Unified visibility into sales and customer support performance
- Improved collaboration across sales, operations, and support teams
- Scalable Zoho ecosystem ready for future growth
