Case Study: CBS (CRM Business Solutions) Streamlines Social Media Lead Capture and Drip Campaign Integration for Client Using Zoho CRM & Zoho Campaigns Overview

CBS (CRM Business Solutions), a certified Zoho Partner, was approached by a growing e-commerce client Link2Feed, struggling with managing and converting leads captured through social media ads and website traffic. The client needed a seamless process to collect form submissions from multiple social media platforms, nurture the leads automatically, and ensure high conversion rates all while maintaining visibility in Zoho CRM for the sales team.

Challenges

CBS designed and implemented an end-to-end solution integrating social media forms with Zoho CRM, automating drip campaigns via Zoho Campaigns, and feeding real-time engagement data back into CRM for sales follow-up, reporting, and conversion tracking.

  • Disjointed lead data: Leads from Facebook and Instagram forms were not syncing automatically into the CRM.

  • Manual workflows: The marketing team manually exported/imported leads into campaigns, delaying responses.

  • No nurturing strategy: Leads would grow cold before any personalized outreach was made.

  • Limited reporting: The client lacked insight into which campaigns or lead sources performed best.

CBS's Solution

1. Social Media Form Integration

 CBS connected Facebook and Instagram Lead Ads directly to Zoho CRM using Zoho Social and Zoho Flow:

  • Lead forms were mapped to CRM fields (e.g., Name, Email, Phone, Campaign Source).

  • Custom tags were automatically applied based on the ad campaign.

  • Immediate lead creation in Zoho CRM triggered automated workflows.

2. Automated Drip Campaigns via Zoho Campaigns

CBS built a multi-stage drip campaign in Zoho Campaigns:

  • New leads were automatically subscribed to an onboarding drip based on their campaign source.

  • Email content was personalized using dynamic fields populated from CRM data.

  • Drip schedules varied based on lead engagement behavior (opens, clicks, etc.).

3. CRM and Campaigns Integration

  • CBS ensured Zoho CRM and Zoho Campaigns were tightly integrated:

  • Engagement scores (opens, clicks, bounces) were pushed back into Zoho CRM.

  • Leads showing high engagement were automatically assigned to the sales team for immediate follow-up.

  • Sales reps could see email engagement history inside each CRM lead record.

4. Sales Follow-Up Workflows

  • Automated task creation and lead scoring based on drip engagement and form data.

  • Customized dashboards for sales managers to monitor lead progress and rep performance.

5. Reporting and Conversion Analysis

  • Custom CRM reports were built to show:

    • Lead sources by conversion rate.

    • Email campaign performance by source.

    • Sales cycle length from lead form submission to deal closed.

Results

  • Lead response time decreased by 80% (from 48 hours to less than 5 minutes).

  • Lead-to-opportunity conversion rate increased by 27% in the first three months.

  • Sales productivity improved, with reps focusing efforts only on highly engaged leads.

  • Visibility into campaign ROI helped marketing optimize ad spending based on real conversion data.

  • Full automation saved the client approximately 30 hours/month previously spent on manual lead handling.