Respond with technical confidence
Build proposals using governed services, tests, packages, turnaround commitments and commercial rules.
Zylon CRM · Connected Zylon application
CUSTOMER MANAGEMENT / CONNECTED APPLICATIONConvert customer demand into controlled laboratory work.
Zylon CRM is the connected customer and commercial application for laboratory organisations. It manages global accounts, enquiries, opportunities, technical quotations, sales orders, contracts and complaints, then transfers approved scope directly into Zylon LIMS without re-entering commercial or technical data.
OneCustomer relationship view
VisibleQuotation pipeline
ConnectedCRM-to-LIMS handoff
TraceableFollow-up history
APPLICATION OBJECTIVE
Create a controlled commercial front end to LIMS—from first enquiry through quotation, sales order and ongoing customer service.
Convert without re-entry
Transfer accepted quotations and sales orders directly into LIMS work context with customer and scope intact.
Manage the complete relationship
Connect accounts, contracts, laboratory delivery, complaints and commercial performance in one customer timeline.
Customer challenges & solutions
From operational friction to controlled enterprise performance.
Each capability addresses a specific laboratory or business problem with a connected, traceable and measurable response.
CHALLENGE 01
Enquiries and follow-ups are distributed across email, spreadsheets and individual sales teams.
ZYLON SOLUTION
A shared pipeline records ownership, stage, value, next action and communication history across regions and accounts.
CHALLENGE 02
Technical quotations are slow to prepare and difficult to control.
ZYLON SOLUTION
Governed tests, packages, rates, discounts, versions and approvals produce consistent, technically valid quotations.
CHALLENGE 03
Approved business is manually recreated as laboratory work.
ZYLON SOLUTION
Sales orders created from accepted quotations transfer customer, PO, sample, test, price and delivery context into LIMS.
CHALLENGE 04
Complaints are separated from the samples, reports and investigations involved.
ZYLON SOLUTION
Complaint workflow connects customer communication to LIMS evidence, QMS investigation, response SLA and final closure.
Customer scenarios
See how Zylon CRM responds to real operating situations.
Practical scenarios connect the initial business trigger to the controlled application response and the result visible to customers and management.
01
BUSINESS TRIGGER
A multinational customer requests a complex testing proposal across three laboratories.
ZYLON RESPONSE
CRM coordinates account terms, technical feasibility, site-specific services, pricing, turnaround and multi-level approval in one quotation.
CUSTOMER OUTCOMEThe customer receives a consistent proposal with clear scope, ownership and delivery commitments.
02
BUSINESS TRIGGER
An accepted quotation must become executable laboratory work immediately.
ZYLON RESPONSE
The approved version converts into a sales order and transfers customer, PO, sample, test, price and delivery context to LIMS.
CUSTOMER OUTCOMEOperations begin without re-entry, scope ambiguity or loss of commercial commitments.
03
BUSINESS TRIGGER
An important account raises a complaint about delayed reporting.
ZYLON RESPONSE
The complaint is prioritised by SLA, connected to the LIMS work and routed into QMS investigation with a controlled communication timeline.
CUSTOMER OUTCOMEAccount teams maintain an informed response while technical teams resolve the underlying cause.
Enterprise outcomes
Improve conversion, accelerate order creation and strengthen customer service.
Faster response
Route enquiries to the right technical owner and build quotations from controlled services and rates.
Better conversion
Track opportunity stage, next action, value, probability and reasons for wins or losses.
Reliable handoff
Convert approved quotations into laboratory work without recreating customer and scope information.
Stronger relationships
Keep contacts, communications, contracts, complaints and service history in one account timeline.
Functional coverage
Commercial control designed specifically for laboratory services.
01
Account management
- Customer and site hierarchy
- Contacts and responsibilities
- Industry and service profile
- Communication timeline
- Account-level access controls
02
Sales pipeline
- Lead and enquiry capture
- Opportunity qualification
- Stage and probability management
- Follow-up scheduling
- Forecast and target tracking
03
Quotation management
- Service, test and package selection
- Rate, discount and tax controls
- Technical and commercial approval
- Quotation version, revision and validity tracking
- Customer acceptance and conversion
04
Sales order management
- Sales order creation from approved quotation
- Customer PO and contract validation
- Order scope, value and delivery milestones
- Sales order status and amendment tracking
- Controlled conversion into LIMS work orders
05
Complaint management
- Complaint registration and categorisation
- Ownership, priority and response SLA
- LIMS and QMS investigation linkage
- Customer communication timeline
- Resolution, approval and closure tracking
06
CRM access, reports & analytics
- Role-based access by region and account
- Pipeline and conversion dashboards
- Quotation and sales-order tracking reports
- Graphical revenue and opportunity trends
- Customer, service and complaint analytics
Controlled workflow
From qualified enquiry to executable LIMS sales order.
Commercial work advances through technical qualification, controlled quotation, customer acceptance, sales-order creation and direct conversion into laboratory execution.
Capture
Record the customer, requirement, samples, services and commercial context.
Qualify
Confirm technical fit, expected value, timeline and decision process.
Propose
Build and approve a controlled quotation from laboratory services.
Convert
Create the agreed work context for LIMS and downstream finance.
Manage
Track delivery history, follow-ups, contracts, complaints and opportunities.
CONNECTED INFORMATION FLOWOne record becomes progressively more valuable.
Customer demand
Account, contacts, requirement, sample profile, expected volume and timeline form the opportunity.
Technical scope
Services, tests, packages, laboratories and feasibility convert need into an executable proposal.
Commercial agreement
Rates, taxes, discounts, terms, versions and approvals create a controlled quotation.
Executable order
Customer acceptance and PO validation create the sales order and LIMS work context.
Relationship intelligence
Delivery, complaints, revenue and follow-up history inform retention and account growth.
Role-based experience
The right information and action for every responsibility.
Permissions and workspaces align each user with the records, decisions and performance signals required for their role.
01
Business development
- SEES
- Leads, opportunities, account history, expected value, stage, probability and next actions.
- ACTS
- Qualifies demand, manages pipeline and coordinates customer engagement.
02
Technical sales
- SEES
- Requested matrices, tests, methods, laboratory capability, TAT and commercial rules.
- ACTS
- Builds technically valid scope and supports quotation approval.
03
Customer service
- SEES
- Orders, laboratory delivery, reports, communication, complaints and response commitments.
- ACTS
- Coordinates updates, resolves service requests and protects customer experience.
04
Commercial leadership
- SEES
- Pipeline, conversion, forecast, pricing, sales-order status and account performance.
- ACTS
- Prioritises growth, manages risk and improves commercial execution.
Reports, analytics & dashboards
Track pipeline, quotations, sales orders and customer experience in real time.
Zylon CRM management overviewIllustrative enterprise dashboard
Open pipeline₹4.8 CrWeighted value ₹2.9 Cr
Quotations submitted86Current month
Quote conversion38.4%Trailing 90 days
Follow-ups due4112 due today
Sales orders active12618 awaiting LIMS conversion
Customer complaints1491% within response SLA
Enterprise readiness
Designed for complex operating models.
Zylon supports the governance expectations of multi-entity, multi-region and multi-site laboratory organisations while retaining controlled flexibility at the point of execution.
Global governance
Establish common master data, approval policy, access principles, audit expectations and management definitions across the enterprise.
Local configuration
Configure laboratory-specific methods, specifications, responsibilities and workflows within centrally governed boundaries.
Integration and scale
Connect instruments, identity providers and enterprise systems through a cloud-first architecture designed for progressive rollout.
Zylon LIMS ecosystem
A connected application built around the core LIMS record.
CRM extends Zylon LIMS upstream into customer demand and commercial governance. Approved scope becomes controlled laboratory work, preserving one customer and service context from enquiry to report.
- Zylon LIMS
- Zylon QMS
- Zylon Finance
- Customer Portal
- Email and SMS services
- ERP and identity providers