Infrascale uses Zoho Flow to automate its customer lifecycle and grow revenue by over 10%

The company

Infrascale is a cloud-based data protection company that provides backup and disaster recovery for small and medium businesses, delivered largely through managed service providers and value-added resellers. Founded in 2011, its range runs from direct-to-cloud backup for laptops, mobile devices, and remote offices to its premium IBDR offering, which pairs an on-site appliance with cloud storage so a customer can boot their systems within minutes of a hardware failure or a disaster.

Automating the free-trial pipeline from signup to billing

Infrascale introduced free trials for its online backup service in early 2025, initially without automation. Whenever a visitor submitted a form on the website, the team then sent over an email to collect their details. Once they received it, the team took 24-48 hours to confirm their trial along with other details.

By then the moment had usually passed; trial users don't want to wait that long to get access to their trial, and the need that prompted the signup is often gone, so the prospect goes elsewhere. Behind the scenes, operations and finance were creating customer records, setting up trial subscriptions, and triggering provisioning by hand, which left data inconsistent across systems and billing conversions delayed or missed.

To address this, Infrascale rebuilt the whole trial process in Zoho Flow as a set of four production flows, with a separate development environment alongside them. The master flow handles every service.

When users sign up, they provide credit card details, Chargebee creates their accounts with the card and the trial period, and the trial account is provisioned on Infrascale's own server at the same time. Once both are complete, Chargebee triggers a flow in Zoho Flow, which checks whether this is genuinely a free trial and logs it if not. The flow creates a new subscription in Chargebee, then creates a new account in Zoho Catalyst for the customer to access their 30-day trial. This flow also creates a new lead in Zoho CRM, carrying information from both the billing system and the provisioning server in Zoho Catalyst, including the entity ID and usage. The flow also checks whether the lead is worth chasing, or if it's a test signup.

The flow then generates a cancellation link carrying the customer's entity ID and subscription ID, and that link goes out via the marketing emails Infrascale already sends new trial users about how to use the product. A customer can cancel their trials themselves at any point in the 30 days without contacting anyone; doing so cancels the Chargebee subscription and revokes their access.

After a 30-day delay, the flow checks the subscription again for two things: whether the customer cancelled, and whether a salesperson has already converted them. If the trial has concluded and they are still active, the flow converts the lead into an account, contact, and opportunity in Zoho CRM, converts the trial to a paid plan in Chargebee, and generates the invoice.

"Nobody wants to wait a day for a trial. Now a customer can sign up, get access immediately, and cancel on their own without contacting anyone—and every step of it is tracked in one place."

Vijay Anand S, Senior Manager Sales Operations, Infrascale

Support cases about trials have stopped entirely. Customers used to contact support saying they had submitted a trial request and never received their access, and that has gone to zero. Apart from a salesperson choosing to call a trial user to upsell them, there's no manual intervention in the conversion at all.

Turning a closed deal into a happy customer

Infrascale's premium product, IBDR, is a physical appliance plus cloud storage. Data sits on the device on-site and backs up to the cloud, so if fire or flood destroys the hardware, the customer can retrieve everything from cloud.

Previously, onboarding a new customer involved four teams and a lot of chasing: One team handled the physical appliance order; sales raised a submission asking support to provision the customer's sizing; sales operations submitted a separate ticket to professional services for the implementation; and the implementation team then had to go back to both sales and sales operations with deployment questions. There was no central place to see whether a customer was deployed, what stage they had reached, or what was holding them up.

Now, Zoho Flow handles deals that are marked as closed won in Infrascale's CRM. First, the flow fetches the deal and creates an asset record in Zoho CRM. It then checks Zoho Desk for the customer's details; if the contact already exists, it creates the case against them; if not, it creates the contact first and then the ticket. The asset record is important, as it helps the implementation team during their implementation process. Tickets created in Zoho Desk have all the required asset details and are assigned automatically to the professional services department, which handles implementation and deployment.

Automating the smaller manual steps

Around the two major builds sit a set of flows that eliminate work that sales, marketing, and sales operations used to do by hand. Because the website forms live outside CRM, marketing used to create the lead, set the lead source, log the activity, and add the product information manually.

Now a form submission arrives and the flow decides from the page it came from whether a lead or an opportunity should be created, merges the submission data into whichever it builds, and notifies sales the moment the lead exists. Alongside those, lead scoring and lifecycle tracking run off web activity, partner onboarding moves from the portal into CRM, pre-sales sizing surveys map into CRM for the sales engineering team, and SLA workflows prevent ticket reopening and send SMS alerts for weekend cases.

Benefits and ROI

Zoho Flow turned two processes that depended on people remembering to act into ones that run on their own. Trial activation and invoicing went from one to two days to near-real time, and manual errors and data inconsistencies are down around 90%.

"Zoho Flow has cut our trial activation from 24 to 48 hours down to seconds, has helped us grow revenue by at least 10%, and saves us over 200 hours per year that used to go to manual coordination between teams."

Vijay Anand S, Senior Manager Sales Operations, Infrascale

This has helped Infrascale grow revenue by at least 10% with the same number of people in their sales team. Their delivery satisfaction scores have improved too, because the team can reinvest the 200-plus hours per year they no longer spend on manual coordination.

Moving forward

The team continues to extend automation across the customer lifecycle, with Zoho CRM as the shared record for sales, support, and customer success.