Andorra Village - Zoho Solution

How Andorra Village Unified Sales, Marketing, and Support on Zoho One

Overview

Andorra Village, a Riyadh-based real estate developer, was managing leads, social media, website visitors, and customer support across separate, disconnected tools. Sales had no single view of a prospect, and inquiries slipped through the cracks. Springs Tech implemented Zoho One in two phases, starting with Zoho CRM, Zoho Social, and Zoho SalesIQ, then adding Zoho Desk. The result was one connected platform for the full customer journey, faster response to buyers, and clearer visibility into every deal in the pipeline.

Executive Summary

Andorra Village is a real estate developer based in North Riyadh, Saudi Arabia, known for premium residential communities and modern living concepts. The company has built a reputation for design-led, high-quality developments and a welcoming, community-focused environment. With a large and growing team across sales, marketing, and customer service, and a rising volume of property inquiries, Andorra Village needed its customer-facing teams working from the same data instead of separate systems.

"The business was growing across several projects, but our teams were working in separate tools with no shared view. From an IT standpoint, we had no single source of truth. Data on leads and customers lived in scattered files instead of one system I could stand behind."

— Mohamed Rashwan, Director of Information Technology, Andorra Village

Problem Statement and Key Challenges

Before the project, Andorra Village ran its customer operations across disconnected channels. Leads came in from the website, social media, and phone calls, but there was no single place to capture and track them. Marketing was managed platform by platform. Support requests arrived by email and message with no structured way to log or prioritize them.

The specific challenges:

• Leads from different channels were recorded manually, so the sales team had no reliable pipeline view and follow-ups were inconsistent.
• Website visitors left without a way to start a conversation at the moment of interest, so high-intent prospects were lost.
• Social media was handled account by account, making consistent messaging and performance tracking difficult.
• Support inquiries had no ticketing system, so response times were slow and requests were sometimes missed.

"A serious buyer would start a chat on our website and there was no one to catch it in the moment. By the time someone followed up, they'd already contacted another developer. We were losing real prospects to slow response, not to price."

— Mohamed Rashwan, Director of Information Technology, Andorra Village

Evaluation of the Problem

Springs Tech reviewed how Andorra Village's teams actually worked day to day, mapping where leads originated, where they were lost, and where handoffs between marketing, sales, and support broke down. Rather than fixing one tool at a time, the assessment pointed to a single underlying issue: the teams had no shared system and no shared data. The recommendation was a phased Zoho One rollout that would first fix lead capture and engagement, then close the loop on after-sales support.

Proposed Solution

Springs Tech proposed Zoho One, deployed in two phases.

Phase one addressed the front of the funnel. Zoho CRM gave Andorra Village one platform to capture, track, and manage every lead, with a clear pipeline view for the sales team. Zoho SalesIQ added live chat and visitor tracking on the website, so the team could start a conversation with high-intent prospects in real time instead of waiting for a form. Zoho Social centralized all social accounts into one place for scheduling, monitoring, and performance reporting.

Phase two added Zoho Desk, turning incoming support requests into structured tickets with automated workflows, so inquiries were logged, routed, and answered on time.

Implementation

Springs Tech delivered the project in two phases. Phase one (CRM, SalesIQ, Social) went live first to fix lead capture and engagement quickly. Once the sales and marketing teams were working confidently in the new system, phase two added Zoho Desk to bring support into the same ecosystem. Springs Tech handled configuration, data setup, and team training at each phase so adoption stayed smooth.

Results

Moving to Zoho One connected Andorra Village's sales, marketing, and support functions on a single platform for the first time.

• Inquiry response times dropped from several hours to under 15 minutes for website chats, thanks to real-time engagement through SalesIQ.
• Lead capture and conversion improved by roughly 30% once every channel fed into one CRM pipeline.
• The sales team gained a full pipeline view, so no lead sat unattended and follow-ups became consistent.
• Support moved from scattered emails to structured tickets, giving faster and more organized after-sales service.

"Now every lead, every conversation, and every support ticket sits in one system. The teams work from the same data, and I finally have one platform I can manage and trust. We respond faster and nothing slips through the cracks."

— Mohamed Rashwan, Director of Information Technology, Andorra Village