Customer Onboarding Automation
HoldenBrand helps you design and deliver unique promotional products that make your brand stand out, spark engagement, and leave a lasting impact.
About Company
HoldenBrand has a legacy of over 35 years in delivering exceptional branding and merchandise solutions. Their commitment to crafting unique, tailored solutions for every customer remains the cornerstone of their business. From promotional products to workflow automation, HoldenBrand combines creativity, technology, and expertise to help brands shine in competitive markets.
Quick info
Industry
Merchandise, Branding, Sales
Project Type
Client Project (Phase 2)
Service Type
Customer Onboarding Automation
Technology Stack
Zoho CRM, Handwrytten API, Slack API, Python, JS, N8N
Project Requirements
The project aimed to automate Holden’s entire customer onboarding process. Previously, when a lead filled out the NCIF form, the workflow involved manual steps: creating contacts/accounts in Zoho CRM, notifying internal staff, assigning tasks, and sending welcome emails.
This manual process consumed significant time, created inefficiencies, and left room for human error. The automation needed to ensure:
Challenges for client
- Immediate data capture from NCIF form submissions, ensuring every lead is recorded without delays or manual effort.
- Automated ICP scoring and instant Slack notifications for high-potential leads, helping the team prioritize the most valuable opportunities.
- Smart task assignment to Shay and Richard within Zoho CRM, streamlining responsibilities and reducing follow-up delays.
- Automatic triggering of Handwrytten Thank You notes and personalized Welcome Emails, creating a thoughtful and engaging first impression.
- Faster, more consistent onboarding experience for every new customer, driving smoother transitions and long-term satisfaction.
Challenges for the client
Manual Onboarding Tasks
New customer setup required multiple manual steps—creating CRM contacts, assigning internal tasks, sending welcome messages, and initiating follow-ups.
Unstructured Workflow
Responsibilities for Shay and Richard often overlapped, creating delays and bottlenecks in account setup.
Lack of ICP Prioritization
Leads were not automatically scored, making it hard to identify high-value customers early in the process.
Delayed Communication
Handwritten notes, emails, and Slack updates were often triggered manually, leading to inconsistent onboarding experiences.
Key Features we integrated
Automated CRM Contact & Account Creation
Every NCIF form submission triggered automatic contact and account creation in Zoho CRM, ensuring no leads were missed.
ICP Scoring with Smart Notifications
Leads were automatically scored against Holden’s ICP model. High-value leads triggered instant Slack alerts for rapid follow-up.
Task Assignment to Shay & Richard
Zoho CRM tasks were auto-generated for Shay and Richard. Task updates synced back into CRM, ensuring accountability.
Seamless Communication Workflows
Shay and Richard got task alerts, customers received Welcome Emails, and Handwrytten sent personalized Thank You notes.
Product Development Cycle
Development Methodology: Waterfall Model
We followed a straightforward Waterfall approach with clearly defined phases—requirement gathering, design, development, testing, and deployment.
UAT Alongside Development
End users tested early workflows in parallel, giving real-time feedback for refinements.
Rapid Development Approach
Automation was deployed quickly with scalable workflows, enabling iterative improvements.
Automation Tools Used: n8n & Others
N8N orchestrated integrations between Zoho CRM, Slack, Handwrytten, and email systems, with minimal manual coding.
Are you seeking the ultimate strategy for your business?
Are you ready to bring your vision to life? Reach out to our team of experts today. We offer personalized consultations to identify the most effective plan for your unique goals. With our wealth of experience, we can help propel your business to new heights. Contact us now to embark on your journey to success and prosperity