Automation Case Study: The Process of Building an Automated CRM System with No-Code
"This article is dedicated to companies that frequently run casting calls, customer engagement events, and similar activities."
Every time a customer application form comes in, you have to check it manually, verify one by one whether there's duplicate data, and send out event notification messages all by hand — before you know it, the whole day is gone.
Moreover, as repetitive work piles up, human errors inevitably occur, and when things get busy, delayed responses often lead to customer complaints.
LEINN Korea, who recently contacted us, had the same concerns.
LEINN Korea runs various events and casting programs frequently, and they were experiencing significant difficulties managing customer applications and responding to inquiries.
Every time a new applicant appeared, staff had to verify the information, check for duplicates against existing data, and ultimately send notification messages — a process that consumed several hours per day for multiple employees.
Due to these repetitive tasks, the team couldn't properly focus on what truly mattered: communicating with customers and planning events.
Building an Automated CRM System with Make No-Code
We automated the entire customer management and communication workflow using Zoho CRM and Make.
We also integrated Tally Forms, Slack, and Google apps to ensure tasks were handled systematically and in real-time.
- Casting Applicant Management Automation Process
1. When a new applicant submits a response via Google Forms, if they indicate interest in participation, their detailed information (name, contact number, email, etc.) is immediately sent as a notification to Slack.
2. Next, the system searches Zoho CRM for existing leads using the applicant's phone number — if no lead exists, a new lead is automatically created; if an existing lead is found, it's used directly.
Additionally, the system automatically determines whether a deal related to this applicant exists in Zoho CRM — if not, a new one is created; if it does, the deal stage is updated to "Casting in Progress."
- Event Participant Notification and Post-Event Management Automation
1. The system automatically retrieves the event participant list from Zoho CRM and sends automated event notification messages the day before and the day of the event via the SMS system.
2. After the event ends, attendance confirmation messages and post-event survey notifications are also automated.
3. Notification messages are filtered from Google Sheets to send personalized messages to each participant, and after message delivery, records are automatically updated in Zoho CRM.
- Open Day and Brochure Distribution Automation
The system retrieves open day applicant data from Zoho CRM.
1. If the applicant requested it, brochure files stored in Google Drive are automatically sent via email.
2. The system automatically finds and sends the notification messages for the corresponding event from Google Sheets.
- Information Session and Special Event Participation Management Automation
1-2. When a Tally form is submitted for a specific event, the applicant's information is automatically recorded in Zoho CRM.
3-4. The system automatically determines whether an existing lead exists, creates new leads and deals as needed, and sends SMS notifications to applicants along with emails containing automatically attached brochures from Google Drive upon request.
Now, just plan the event and share the registration form!
The system automatically sends messages tailored to various situations and accumulates data on its own.
What Are the Tangible Results?
With repetitive manual work eliminated, information omissions and human errors have decreased.
Most importantly, customer response speed and accuracy have improved, and employee work fatigue has been significantly reduced.
Assuming at least 2 hours of repetitive work per event per day, and averaging just 5 events per month, approximately 300 hours were being wasted annually.
Calculated at minimum wage, this time alone cost 3,009,000 KRW.
Meanwhile, the annual cost of building automation with the Make platform is approximately 146,565 KRW — a savings of about 95.2% compared to the costs previously spent on manual work.
This goes beyond mere cost and time savings — it means the company can now fully dedicate its resources to deeper customer engagement and better event planning!
Responding quickly and accurately to customers is directly tied to corporate credibility.
But you can't keep focusing solely on customer service and data management forever.
A company's time and resources are limited. Ultimately, you need to prioritize and focus.
IMPAKERS Blog | Another no-code CRM case study Read more