Innoliving uses Zoho Flow to standardize their data and save close to 3,500 working hours per year

About the company

Innoliving is an Italian company offering electronic health and fitness devices, beauty tools, personal care products, compact home appliances, outdoor products, and advanced baby care items for both home and professional use. Their 20-person team

Standardizing customer information

Innoliving's customers are spread across many European countries, and each country formats shipping addresses differently. An Italian address contains a province name; a German one may not. Some countries use a five-digit postcode, others six. A person handling an order knows the difference. Software often does not.

Verifying around 200 orders took close to six hours because the team had to check each detail by hand, correct the shipping addresses, and re-enter them into their ERP software. Using Zoho Flow, they connected Zoho Inventory to Essenzia, their ERP. When an order arrives in Zoho Inventory, the flow checks whether the information meets the requirements for that country. Custom functions correct the details that are wrong or missing, confirming the door number, street, province, county, and postcode, and sync the corrected order into the ERP.

Handling product returns with Zia

Innoliving's after-sales support is handled by an external company. When a faulty product is on its way back to the warehouse, staff often had no way of knowing why it had been sent back or what to do with it. Working that out meant calling or emailing to piece together the history behind each return.

Now, when the support company sends a managed ticket by webhook, Zoho Flow receives it, hands the full ticket history to Zia, and asks it for a two-line summary that tells the warehouse exactly why the product is coming back. That summary and the ticket details are written into a custom module. Depending on the case, the flow either creates an order to send the customer a replacement or waits for the faulty unit to arrive. At the end of the cycle it confirms back to the support company that the ticket has been managed.

A second flow handles the package on arrival. A warehouse operator scans the shipping label using the Zoho Forms app. Zoho Flow matches that label against the ticket records already in Zoho Inventory and auto-completes the form with the details of that return. The operator chooses how to proceed, whether that is shipping a replacement, sending an alternative product if the original is out of stock, repairing the unit, or marking it working if no fault is found, and the flow carries out the next step. Their staff has the appropriate reason and the resolution in front of them the moment they scan a package.

Our flows don't just move data anymore, they make decisions. Zia in Zoho Flow saves us 30 seconds on every support ticket, and we answer hundreds a day. Product descriptions for every marketplace now take minutes instead of hours.

Ferdinando Ploschberger,Business Controller & Process Transformation Manager,Innoliving

Consolidating order intake across 50 channels

Innoliving lists its products across more than 50 physical retail stores and selling platforms. Each one sends order details in its own format. On top of that, every SKU has its own dimensions, which the team uses to calculate shipping volume and keep the number of packages down.

The team originally built a separate flow for each selling channel. As they scaled, they consolidated. Scheduled flows now run a custom function that collects all new orders from a custom view in Zoho Inventory and passes them into a single unified flow. That flow converts each order into a package, calculates the volume of every SKU with custom functions, sums it to get the order total, and records it in both Zoho Inventory and Essenzia. It then assigns the closest warehouse based on the shipping address and postcode, and assigns a logistics partner. Moving from per-channel flows to a single-batch process removed a whole category of errors and mismanaged orders, and drastically changed the reliability of the system as a whole.

Automating the logistics handover

Innoliving ships through multiple logistics companies, which helps them deliver on time and safely but this creates manual handover at every point. Matching each order's data to the right partner's requirements by hand, then feeding it into FTP, was slow and error-prone, particularly at high order volumes or across multiple countries.

When a package is created in Zoho Inventory, Zoho Flow verifies the order details and uses custom functions to convert them into the format the assigned logistics partner requires. The converted data is stored in Google Sheets and written back to the order in Zoho Inventory, then uploaded to the partner's FTP software, ready for their shipping process.

Benefits and ROI

"Zoho Flow has helped us save close to 3,500 hours per year and increased our revenue by over half a million euros per year across all selling channels. Its versatility and limitless capabilities ensured we can run complex workflows and automate our business without increasing labor costs. Their custom functions are a game changer for us and it ensures all our data is in sync across all the systems."

Ferdinando Ploschberger, Business Controller & Process Transformation Manager, Innoliving

Innoliving's data has to move between selling platforms, delivery booking services, and logistics partner applications. They have created multiple flows connecting Zoho Inventory, Essenzia, Google Sheets, Zia, and several other apps in Zoho Flow. This ensured their data is consistent and updated at all times without any human doing it manually.

Eliminating manual work of verifying addresses, calculating package volume, re-entering data between apps, and reconciling faulty products against support tickets took their order intake from 100 orders per day to over 2,000 orders per day during peak season. They now offer same-day shipping to both B2B and B2C customers, where they previously needed at least two business days. Before Zoho Flow, they could not accept orders during holidays; now they take standard orders at any time.

Moving forward

Innoliving continues to review its processes and identify the areas that would benefit most from automation, with the aim of running more efficiently and improving the customer experience.