A London-based business services provider needed a way to reach prospects faster and more reliably. Their sales team was juggling calls and emails but had no way to manage SMS conversations inside Zoho CRM. Texts sent from personal devices weren’t tracked, replies went unnoticed, and opportunities slipped through the cracks.
By integrating Zoho CRM with SMS Magic, we enabled two-way messaging directly in the Opportunity module. Sales reps could send and receive SMS from their dedicated numbers, while every message was automatically logged against the right deal. The result was a sharper, more responsive sales process that better fit how modern prospects prefer to communicate.
The Challenge
Email and phone calls worked for detailed discussions, but they weren’t always fast enough for quick questions or nudges. Prospects often turned to SMS, but because conversations happened outside the CRM, they were invisible to managers and disconnected from the sales pipeline.
This gap made follow-ups inconsistent and tracking difficult. Salespeople risked losing momentum simply because they couldn’t see or respond to messages at the right time.
Building the Integration
To close the gap, we:
-
Integrated SMS Magic with Zoho CRM to enable secure, two-way messaging.
-
Developed a custom sync function so each SMS linked automatically to its Opportunity record.
-
Assigned unique SMS numbers to every salesperson, ensuring replies always reached the right person.
-
Configured instant notifications so no incoming message went unanswered.
The system fit neatly into existing workflows, giving the team new capability without adding complexity.
The Impact of Zoho CRM Integration
The impact was immediate. Sales reps could hold fluid SMS conversations without ever leaving the CRM, keeping all interactions tied to the deal record. Managers gained visibility into a previously hidden channel, and prospects received quicker, more reliable responses.
As the client put it:
“This significantly improves our business’ sales engagement and can help our sales team convert better.”
Beyond the numbers, the change reflects a broader shift: sales today depends on meeting prospects where they are. By embedding SMS into the CRM, this provider removed a blind spot and gave their team a sharper competitive edge.
Looking Ahead
The project shows how even a small integration can reshape sales performance. SMS is simple, but when brought inside Zoho CRM it becomes a powerful lever for engagement and accountability. For firms in competitive industries, this kind of communication upgrade can mean the difference between a lead that drifts away and a deal that closes.
Need better follow-ups in Zoho CRM? Let us help