THE CLIENT
White Warbler Communications
White Warbler Communications (WWC) is a Pune-based creative agency serving D2C brands, startups, and growing businesses. Their services span logo design, packaging design (across Basic, Standard, and Premium tiers), social media management, website development, brand strategy, exhibition design, and print production.
With a growing client base and a multi-department team covering sales, client servicing, creative, digital marketing, and finance, WWC needed a system that could keep up with the pace of their work without things falling through the cracks.
What Was Broken
Before engaging BGA, White Warbler was operating across disconnected tools. Leads were tracked in Excel and WhatsApp. Follow-ups were manual. Calls were not logged or recorded. The creative team used Google Sheets to manage tasks, with no dependency tracking, no approval workflows, and no project templates. Finance had no connection to the CRM, so advance payments and invoicing were tracked separately.
The result: Leads were leaking, follow-ups were missed, project timelines were unclear, revision histories were lost, and management had zero dashboard visibility into what was happening across sales or delivery.
What BGA Delivered
BGA conducted a structured discovery process across multiple calls with stakeholders from sales, creative, client servicing, digital marketing, and finance. Based on these conversations, we built a comprehensive Business Requirement Document (BRD) that mapped every current workflow, identified gaps, and designed the future-state system.
The implementation covered two core Zoho applications, Zoho CRM and Zoho Projects, along with telephony integration, WhatsApp Business API, and workflow automation, all configured to work as one connected system.
- CRM Transformation
We designed and deployed a complete lead-to-deal pipeline with auto-assignment rules, colour-coded lead qualification, structured deal stages, and automated follow-up reminders. Every lead source, from website forms to Meta Ads to WhatsApp inquiries, now flows directly into the CRM with zero manual data entry.
- Telephony and WhatsApp Integration
We integrated a cloud telephony provider for automatic call logging, recording, and missed call task creation. WhatsApp Business was connected to the CRM with pre-approved templates for welcome messages, proposal sharing, payment reminders, and project updates. All communication is now tracked inside the CRM timeline.
- Project Delivery Engine
We built department-specific project templates in Zoho Projects for branding, packaging, social media, website, and exhibition workflows. When a deal reaches the advance payment stage in CRM, a project is automatically created with the correct template, task lists, and assignments. The creative team now works with structured subtasks, revision tracking, and approval workflows.
- Finance Automation
Deal stages are now linked to finance actions. When a 50% advance is received, the system auto-creates the project. When the final payment is confirmed, the deal moves to Closed Won. Payment proof, invoice attachments, and audit trails are all stored within the deal record.
- Dashboards and Reporting
Management now has real-time dashboards covering the sales pipeline, lead ageing, team performance, deal conversion rates, pending follow-ups, call summaries, project progress, and payment status. No more asking around for updates.
