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Adaptis International

How Adaptis International used Zoho to unify multi-brand lead management, centralizing digital inquiries from all channels, automating follow-ups, improving accountability, and giving leadership real-time visibility into performance and growth metrics.

THE CLIENT

Adaptis International is a Pan-African group of companies spanning engineering, HR solutions, marketing, technology, training, and digital transformation. With multiple internal brands operating across diverse sectors, Adaptis serves a wide range of clients while driving innovation, operational excellence, and people-centric solutions across the continent. As the group expanded, digital engagement grew significantly across platforms, creating the need for a unified, scalable system to manage inquiries, strengthen cross-brand coordination, and convert digital interactions into meaningful business opportunities.

CLIENT TESTIMONIAL

"Before the omnichannel system, each of our brands was handling inquiries in its own way — emails here, WhatsApp chats there, Instagram DMs somewhere else. We had high engagement, but no real visibility or structure behind it. Leads slipped through the cracks, responses were inconsistent, and we couldn’t accurately measure the impact of our digital efforts.

Once Mediacent implemented the unified omnichannel solution, everything changed. All our inquiries now flow into one system, every brand has a clear pipeline, and follow-ups are automated and trackable. For the first time, leadership can see real-time dashboards showing where leads come from, which campaigns work, and how teams are responding.

This solution didn’t just organize our communication — it helped us operate as a truly integrated group. It has increased accountability, enhanced customer experience, and given us the clarity we needed to scale. It is one of the most strategically valuable systems we’ve deployed across the organization.”

PROBLEM STATEMENT

Adaptis International faced several operational challenges across its brands: 

  a) Fragmented Digital Channels 

       • Leads came through Facebook/Instagram pages, LinkedIn posts, WhatsApp, websites, email, and calls with no centralized capture mechanism.      

  b)No Unified Lead System for their Brands 

       • Required unified lead management systems 

  c) Manual Follow-Ups & Poor Tracking Teams relied on spreadsheets, screenshots, and WhatsApp to track inquiries, leading to: 

       • Missed leads 

       • Inconsistent communication 

       • Delayed response time 

       • Lack of accountability

  d) Zero Visibility for Leadership Leadership lacked a real-time view of: 

       • Lead volumes 

       • Lead sources 

       • Campaign performance 

       • Sales pipeline health 

       • Conversion metrics 

       • Response time per team 

       • High Dependency on Personnel Instead of Systems Without automation, the business  depended heavily on individuals remembering to follow up — which became unsustainable  as the group scaled.

PROPOSED SOLUTION(s)

Mediacent designed a comprehensive Omnichannel solution using Zoho CRM, Social, SalesIQ, Desk, and Campaigns. Key Solution Components 

1. Group-Level Omnichannel Integration 

  • WhatsApp, Instagram DM, Facebook pages, LinkedIn pages, websites, and email integrated directly into CRM 

  • Unified inbox for all inbound communications 

  • Real-time routing to the correct brand or department 

2. Brand-Specific Pipelines 

  • Each brand received a dedicated pipeline. 

3. Automation & Workflow Design 

  • Instant lead acknowledgment 

  • Automated follow-up sequences 

  • Lead scoring for prioritization 

  • Assignment rules per business unit 

  • Scheduled reminders for pending actions

4. Social Media Optimization 

  • Social listening, tracking, and engagement consolidation 

  • Campaign-to-CRM link tracking 

  • Analytics for content performance and lead attribution 

5. Reporting & Leadership Dashboards Dashboards created for: 

  • Lead volume by brand & source 

  • Conversion funnel 

  • Campaign ROI 

  • Team responsiveness 

  • Regional lead patterns

IMPLEMENTATION

The implementation followed a phased methodology: 

  • Phase 1: Discovery & Mapping - Mapping digital engagement channels, workflows, and cross-brand dependencies. 

  • Phase 2: Pipeline Structure & Consolidation Standardizing - Lead management structures per brand. 

  • Phase 3: Full Omnichannel Setup Integration of: WhatsApp, Meta platforms LinkedIn, Email, Website, forms 

  • Phase 4: Automation & Nurturing Setting up multi-level workflows and triggers based on brand requirements. 

  • Phase 5: Analytics & Dashboards Real-time visibility for ExCo, brand managers, and sales teams. 

  • Phase 6: Training & Change Management Comprehensive training for customer service, marketing, HR, sales, and operations teams.

RESULTS: BENEFITS & ROI

The Omnichannel implementation delivered measurable value:

  1. Unified Lead Management Across the Group One system capturing every inquiry — eliminating fragmentation and confusion.

  2. Faster Response Times Automations and routing ensured inquiries were handled immediately. 

 3. Higher Lead Conversion Structured processes increased conversion rates for multiple brands.

 4. Enhanced Social Media ROI Campaigns could now be tracked from engagement → inquiry → conversion.

 5. Increased Productivity Teams shifted from manual tracking to automated workflow-driven operations. 

 6. Real-Time Reporting for Better Decisions Leaders gained visibility into brand performance, team output, and revenue opportunities. 

 7. Strengthened Internal Brand Synergy Cross-brand collaboration improved through shared systems and centralized data.

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