Industry: Healthcare
Area of Expertise: CRM Automation & Systems Integration
Background
Our client’s resolution team required a robust fax communication system to support their Case management processes. They were specifically looking to replicate advanced, automated fax matching functionality within their Zoho environment.
A key priority was ensuring that patient-impacting cases could be resolved as quickly as possible without introducing manual bottlenecks. This required a system capable of automatically sending, receiving, and accurately matching faxes to the correct Case records, while maintaining full visibility across all communications.
Overview
To meet these requirements, we designed and implemented a fully automated fax solution within Zoho CRM, leveraging multiple Zoho applications and external integrations.
The solution included:
- Centralized fax template management using Zoho Writer
- Custom fax queue and tracking within CRM
- Automated outbound fax processing via Catalyst and RingCentral
- Intelligent inbound fax matching using QR code scanning
- Workflow-driven automation for ongoing Case engagement
Features
CRM
Zoho CRM served as the central system for managing Cases and all fax-related activity. A custom module was created to act as a fax queue, where fax jobs were generated from individual Cases, bulk actions, or automated workflows such as Case Escalation.
Each fax processed resulted in the creation of a Fax record linked to the associated Case, allowing all communications to be displayed within a dedicated related list for full visibility.
Writer
Zoho Writer was used to store and manage all fax templates. Templates were configured for mail merge, allowing Case data to dynamically populate each fax document. This approach also provided more efficient merge credit usage for the client’s scale.
Each generated document included a unique QR code tied to the originating Case, enabling accurate identification of returned faxes.
Catalyst
Zoho Catalyst powered the core automation and orchestration of the fax system. When a fax job was created in CRM, a Catalyst event triggered processing within a controlled job queue. To remain within RingCentral API limits, fax jobs were throttled and sent at a steady rate. Catalyst retrieved the appropriate template from Writer, performed the merge using Case data, and passed the completed document to RingCentral for delivery.
For inbound faxes, a webhook from RingCentral triggered Catalyst to download the fax and its metadata. The system then processed the document by converting it to an image, segmenting and rotating it as needed, and scanning for the QR code to identify the associated Case.
If a match was found, a Fax record was automatically created and linked to the correct Case. If not, the fax was marked as “Unmatched” for manual review within a CRM custom view.
Outcomes
This solution delivered a fully automated and highly reliable fax communication system embedded directly within the client’s Case management workflow. This system:
- Enabled automated sending and tracking of faxes directly from CRM
- Created a centralized and scalable fax queue for individual, bulk, and workflow-driven actions
- Achieved accurate matching of inbound faxes to Cases using QR code scanning
- Maintained performance within API limits through controlled job processing
- Provided complete visibility of all fax activity within Case records
- Reduced potential delays in resolving patient-impacting issues
The system proved resilient across real-world conditions, successfully matching faxes even when QR codes were rotated, placed on later pages, or received from older fax machines.
What was once a complex requirement turned into a fully automated, intelligent fax system that ensures critical communications are processed quickly and without manual intervention.
If your company could benefit from a solution like this one, reach out to our team to explore how we can help optimize your systems.
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New Clients:
Schedule a free virtual consultation with Nimbis Designs here!