Case Study · Travel & Education
Unifying six service verticals
under one operational platform.
Osaka Group, a multi-vertical service provider established in Kerala in 1993, faced bottlenecks with manual lead tracking and inefficient workflows across travel and education divisions. By adopting telecrm, the company automated its pipelines, achieved seamless collaboration and gained real-time visibility across customer journeys.
Company background
150+ professionals. Six verticals. One chaotic system.
Founded in 1993, Osaka Group is a Kerala-based multi-vertical service provider with 150+ professionals and presence in India and the UK. The group operates across travel, education and wellness services — including dedicated divisions for Visa, Tickets, Insurance, Forex, Miscellaneous and Tour Mart.
Each vertical had its own customer flow, documents, timelines and team. But they all shared the same fragmented system — scattered Excel sheets, unrecorded calls and no visibility across divisions.
- Founded 1993
- 150+ professionals
- Presence in India & UK
- Travel, education & wellness services
- Six service verticals
- Multi-team operations requiring coordination
Business challenges
Before telecrm, Osaka Group faced consistent roadblocks across every division.
- 1
Manual and fragmented lead capture
Leads were collected manually from phone calls and tracked across multiple Excel sheets, making the process scattered and hard to manage.
- 2
No structured lead assignment or qualification
Lead assignment and qualification depended on manual effort, with no automation to bring consistency or speed.
- 3
Missing visibility into customer communication
Call details, WhatsApp messages and emails were not recorded in one place, leaving teams without full conversation history.
- 4
Limited lead status tracking and lost-reason clarity
There were no detailed sub-reasons for lost leads or complaints, limiting insight into why deals were not moving forward.
- 5
LMS without follow-up or revisit support
While a lead management system existed, it did not support structured follow-ups or revisit tracking.
- 6
No WhatsApp, email or call record integration
WhatsApp and email were not integrated and calls were not synced, so conversations were never logged automatically.
- 7
No tracking for inbound calls or team handoffs
Inbound calls and cross-team handovers happened without visibility or traceability.
- 8
Single workspace for all departments
All departments operated within one workspace, which reduced efficiency and limited role-based workflows.
Solutions & implementation
telecrm delivered dedicated structure for each vertical while unifying management visibility.
Workspace segmentation
telecrm enabled dedicated workspaces for Visa, Tickets, Insurance, Forex, Miscellaneous and Tour Mart, allowing each vertical to operate independently without overlap.
Automated workflows and forms
Custom workflows were set up using tailored forms, along with WhatsApp notifications to ensure leads were acknowledged and acted on quickly.
Complaint management
A complaint management system was implemented, allowing issues to be reassigned to the right team and addressed without delays.
Centralised revisit management across teams
All revisits and follow-ups were tracked in one place, ensuring complete visibility into enquiries and actions across different workspaces.
Custom actions for document-heavy processes
Custom actions were created to track documents required in complex service verticals, bringing structure to otherwise manual processes.
Team-wise reporting and operational control
Each team received independent reporting and management views, helping monitor performance and maintain efficient operations.
Results
Osaka Group saw a clear improvement in visibility and team coordination within two months of implementation. Leads started moving smoothly between workspaces, allowing every department to work without overlap or confusion.
Lost-lead insights became far more actionable with clear sub-reasons captured for every drop-off. Automated WhatsApp and in-app alerts sped up responses, ensuring new leads and follow-ups were handled without delay.
Team performance tracking became more transparent, with every action recorded inside the system. Revisit handling and complaint management improved significantly — every enquiry across all service lines was monitored, reassigned when needed and closed with full accountability.
After getting onboarded with telecrm, the system was easy to adapt to and manage. I was able to train my entire team within a short span of time because of its simplicity. telecrm has helped us bring structure to our lead management process across different verticals.
Conclusion
Structure that scales across every vertical.
By implementing telecrm, Osaka Group overcame significant operational bottlenecks, synchronised its diverse teams and enhanced its service quality. Centralising lead management and automating workflows proved invaluable — simplifying day-to-day operations and enabling each vertical to operate more efficiently.
Real-time data and automated collaboration fostered accountability and rapid problem resolution, helping Osaka Group build a scalable foundation for future growth.
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