Biotech, genetic testing

A Comprehensive Digitalization Project in the Zoho Ecosystem

Chromozoom is a biotech startup operating in the health and longevity sector. It focuses on genetic testing and provides customers with personalized outputs, recommendations, and insights based on DNA analysis.

The company's goal is to offer a modern and scientifically backed approach to supporting a healthier lifestyle through innovative digital products and services.

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Client: Chromozoom
Industry: Biotech, genetic testing
Service: Zoho One implementation
Technology: Zoho OneZoho CRMZoho DeskZoho SalesIQZoho FormsZoho CampaignsZoho FlowDjango

Summary

Chromozoom, a genetic testing biotech startup, ran on its own CMS, a custom app and spreadsheets. We rolled out Zoho One with a CRM connected to the CMS, customer support and emailing, so the team now runs support, communication, CRM and marketing from one place.

The project began with workshops, a roadmap and an Executive Summary to approve scope and budget.
Zoho CRM syncs customer, order and product data with the existing CMS.
Zoho Desk and SalesIQ handle support, Zoho Campaigns covers newsletters and segmentation.

The Challenge

Chromozoom approached us during a period of intensive development with the intention of digitalizing key internal processes and creating a solid foundation for scaling the company. The company primarily worked with its own CMS, a custom-developed application, and spreadsheet tools, which no longer met their growing needs and complicated effective process management and data utilization for strategic decision-making.

Our task was to:

Understand the existing processes and the operational functioning of the company in detail.
Recommend the most suitable solution for the digitalization and standardization of processes.
Prepare an implementation roadmap with clear step prioritization.
Implement the Zoho One platform as a unified digital ecosystem.
Build functional and scalable customer support.
Establish a central CRM with the ability to integrate with the existing CMS and other systems.
Set up emailing tools for newsletters, customer communication, and other marketing activities.

The Solution

Step by step

Understanding Phase: Workshop and Roadmap

We started the project with an analytical phase aimed at understanding the existing processes, utilized technologies, and the needs of individual teams in detail. During several workshops, we identified areas for improvement and, together with the client, defined the requirements for digitalization.

Based on these findings, a comprehensive roadmap was created, defining priorities and the implementation process. The output also included an Executive Summary intended for the company's management to approve the scope and estimated budget of the entire project.
Licensing and Basic Zoho One Setup

Next, we secured licenses within Zoho One and prepared the environment for implementing individual modules. This phase also included aligning the scope of the solution and implementation priorities to ensure they matched Chromozoom's long-term needs.
Implementation Phase I: Customer Support and CRM

The first implementation phase focused on building functional customer support and a central client database. We deployed Zoho Desk as the main tool for request management and Zoho SalesIQ, which provided live chat and a chatbot for initial customer contact. Subsequently, we used Zoho Forms to unify online forms—for example, for contact inquiries, submitting requests from the website, or collecting additional information.

In parallel, we began implementing Zoho CRM and connected it to the existing CMS, enabling automatic synchronization of customer, order, and product data. This created an interconnected system covering the entire customer buying cycle.
Implementation Phase II: Emailing and Marketing Automation

The next step was introducing tools for managing marketing and transactional communication and preparing for automation. Using Zoho Campaigns, we set up newsletters, audience segmentation, and the basics of managed communication.

We used Zoho Flow to create an integration layer for the future automation of transactional emails and process notifications. This phase reduced manual work, improved communication quality, and ensured greater message relevance thanks to the connection with CRM data.
Implementation Phase III: Ecosystem Expansion and Integration

In the final phase, we focused on expanding the ecosystem and fine-tuning key integrations. We established additional interconnections between Zoho applications and further adjusted the integration with the client's CMS, primarily concerning the resolution of duplicate orders coming from the Django-built application.

The Result

By implementing key applications and connecting all important processes, we successfully created a comprehensive digital ecosystem that allows Chromozoom to manage customer support, communication, CRM, and marketing from a single place.

The startup gained significantly higher control over its data, faster and more consistent customer care, and a solid technological foundation that supports further growth and service scaling.

Effective management of customer requests
Faster and higher-quality customer support
Centralized contact and customer database
Automated marketing communication
Reduction of manual work and better data overview
Multiple communication channels unified in one platform
Reduction of manual errors and risk of data loss
Data synchronization with the CMS
Data visualization and analytics capabilities

Another client's reference

We started working with Forecom during the process of migrating all data from ActiveCampaign to HubSpot. Not only did we need to move all of our data, but we also needed to optimize our existing marketing and sales processes. Forecom has been a great partner along the way, helping us focus on what's really important and ultimately achieve our marketing and sales goals.

Marek Hozák, Head of Marketing, Appmixer

Conclusion

The Chromozoom project demonstrated the immense value of well-managed digitalization and the unification of processes into a single ecosystem. Thanks to a clear roadmap, systematic implementation, and close collaboration, we successfully built a stable technological environment that supports the company's growth and improves the customer experience.

Frequently asked questions

How do you connect Zoho CRM to a custom CMS?

For Chromozoom, we connected Zoho CRM to the existing CMS so customer, order and product data sync automatically. In the final phase we adjusted the integration to deal with duplicate orders coming from the Django-built application.

Which Zoho One apps should you use for customer support?

Chromozoom uses Zoho Desk as the main tool for managing requests and Zoho SalesIQ for live chat and a chatbot at first contact. Website forms were unified in Zoho Forms.

How should a startup start a Zoho One implementation?

With Chromozoom, we began with workshops to map processes and team needs. They produced a prioritized roadmap and an Executive Summary for management, and only then did we secure licenses and roll out the apps in phases.