IANZL automates visa workflows, reduces follow-ups, and builds trust using Zoho One
- INDUSTRY Immigration services
- Key AppsZoho One: Zoho CRM, Zoho Analytics, Zoho TeamInbox, Zoho SalesIQ
The company
Immigration Advice New Zealand Ltd (IANZL) is a licensed immigration agency that helps individuals and families through New Zealand’s visa process. The company was founded in 2008 by Sarfraz Shaikh, a former Immigration New Zealand officer. It is supported by a 12-person team that is experienced, multilingual, and culturally diverse.
Over the years, they’ve supported thousands of migrants, from students and skilled workers to those seeking permanent residency. IANZL works closely with some of New Zealand’s largest recruitment companies to provide trusted immigration support for their clients.
The challenge
IANZL once used Microsoft 365, Act! CRM, and a set of disconnected tools to manage leads, client data, documents, and appointments. There were no automations in place, and processes were heavily dependent on manual tracking and individual memory.
Clients frequently needed to call to check the status of their applications or confirm whether their documents had been received. The team often found themselves answering the same queries again and again, taking focus away from following up with and supporting new applicants.
"We were regularly missing out on a significant number of new leads just because our phones were flooded.”
There was also limited visibility across the customer journey. Emails were siloed, documents scattered, and follow-ups hard to keep track of, especially when team members were away from the office.
The solution
IANZL moved to Zoho One in 2020, starting with Zoho CRM as the central hub to manage client data and automate workflows. Leads coming through the website are now captured using Zoho Forms and SalesIQ, and flow straight into CRM. Clients then book their appointments via Zoho Bookings, which syncs automatically with the company's records.
After consultations, service agreements are sent digitally using Zoho Sign, and documents are uploaded through Zoho WorkDrive. With everything connected to CRM, the team can track each client’s journey from start to finish in one place.
To improve response times, the team uses Zoho TeamInbox to manage shared emails. Templates and shared threads help them reply to clients faster and keep communication consistent
Internally, the team relies on Zoho Analytics to track sales, lead sources, and team performance, which helps them review progress and adjust plans during weekly meetings.
IANZL has also built automated workflows to send reminders for visa expiry dates, checklists, and application updates. This ensures that nothing gets missed, even when new staff members come on board or the team is handling high volumes.
"Most of the immigration officers are very understanding when it comes to documents coming from overseas, but on some occasions, there are officers who don't like that last-minute thing because they have to manage that case note as well. We've tremendously reduced those requests by reminding the client over and over again. Our relationship with Immigration New Zealand is much better now, and we’re known as one of the agencies that doesn’t request last-minute extensions.”
Benefits and ROI
"As soon as the client submits their documents, they used to call us right away asking if we received them. Now, as soon as we get the documents, it automatically triggers an email saying, ‘Thank you, we've received your documents. We’ll assess everything and get back to you within three working days.’ Those extra phone calls have really stopped coming through, which has helped us gain more leads.”
Advisors spend less time writing emails or checking for missing files, and more time helping clients navigate their options. Internal handoffs are faster, too, since everything is visible in one place.
The company has also gained flexibility. One team member worked remotely from overseas for nearly two months without disruption, which wouldn’t have been possible before Zoho. Training new staff members has become easier as well, now that all information, communication templates, and workflows live within the system.
As a result of implementing Zoho One and using it extensively, IANZL now delivers a more professional, consistent experience, leading to stronger referrals and better relationships with Immigration New Zealand.
Looking forward
IANZL plans to go further with Zoho One. They're currently exploring tools like Zoho Mail, Campaigns, Flow, and Creator to bring even more automation and efficiency to their operations.
As their business continues to grow, they’re confident that Zoho will help them scale without compromising client experience or quality.