The Challenge

Prior to working with Zenatta, Dwell was using Zoho but handling most processes manually. Follow-ups were especially challenging—initial outreach often failed to reach prospects, which created a growing backlog for the communications team. At the same time, leadership lacked reliable reporting to view daily operational snapshots, making it difficult to monitor performance and accountability across the organization.

Why It Mattered

As lead volume increased, manual follow-ups and fragmented reporting limited Dwell’s ability to scale. Without automation, opportunities were at risk of falling through the cracks, and executives lacked visibility into productivity, revenue, and payroll performance. Automating these workflows was critical to support growth while maintaining strong customer service.

The Zenatta Solution

Zenatta worked closely with Dwell to automate their prospect lifecycle, improve communication speed, and deliver clearer reporting. The engagement focused on CRM workflows, form-driven automation, SMS integration, invoicing, and analytics dashboards.

• Zoho Forms + CRM automation: Automated lead creation and follow-up based on Zoho Form submissions. CRM workflows and SMS triggers were built to match Dwell’s prospect cycle and reduce manual outreach.
• Duplicate lead handling: Enhanced Zoho Flow logic with additional decision paths, duplicate checks, and automated note creation to properly manage new and existing leads while supporting future reporting.
• SMS integration: Implemented inbound and outbound SMS automation using custom CRM functions and Zoho Flow. All text activity was logged directly on lead and contact records to ensure full visibility.
• Meta (Facebook/Instagram) Conversions API: Built custom functions triggered on lead conversion to hash-encode and send data back to Meta. This allowed Dwell to automatically improve ad targeting by identifying “good” leads.
• Automated invoicing & payroll reporting: Created a custom CRM button that generated invoices from Closed Won opportunities with accurate field mapping. Payroll and commission reports were then built in Zoho Analytics for leadership visibility.
• Executive & team dashboards: Delivered role-based dashboards covering leads, requests, commissions, payroll, and revenue—giving leadership real-time insight into daily operations.

Results

With automation in place, Dwell transformed how the team handled leads, follow-ups, and reporting. Manual busywork was replaced with reliable workflows, allowing staff to focus on client relationships and revenue generation.

• Increased daily qualified client handoffs from ~10 to as many as 30 per day.
• Saved hundreds of administrative hours through automated payroll, invoicing, and reporting.
• Improved accountability and visibility across all management levels.

“To sum up, the many problems we faced, it was mainly a ton of manual busy work. Now, however, we are able to do more in less time with our business automation tools. In addition, nearly every employee or contractor now has accountability per client which is visible at all management levels to ensure we don’t miss following up with any of our clients. It has led to more income potential and better customer service on less time. We’re able to qualify and pass as many as 30 clients per day when it was about 10 before, leading to a 3x improvement on opportunities to close. We’ve saved hundreds of hours of administrative work on payroll and data analytics based on the tools given to us as well, not to mention the automated reporting given to our finance department. Zenatta’s heightened programming and Zoho software knowledge compared to their competitors allows for “no”s to be turned into “yes”s because they actually know how to solve somewhat complex issues. This is not a guy that used the software a bunch and is teaching you, their team are programmers who can customize the software beyond it’s normal capability to fit your business, while also taking out so many of the features that get in the way of making Zoho user friendly to your staff. If you’re going to pay for Zoho on a monthly basis, it just makes sense to optimize it and get the most out of it.”

– Chris Nolan, Owner, Dwell Inc