QPayPro uses Zoho Flow to cut merchant onboarding from 15 days to under 24 hours

About the company

QPayPro is an ecosystem of payment service providers based in Guatemala City founded in 2017. Its technology integrates with the Guatemala and El Salvador's existing payment processors while its PCI-DSS certification and 3D Secure authentication reinforce transaction security and reduce fraud. 

The platform lets businesses accept Visa and Mastercard through payment links, QR codes, virtual POS, and subscription billing, and it now offers a new point-of-sale solution with modern hardware and the latest software technology on the market. QPayPro serves thousands of business clients, from individual entrepreneurs to established companies, in Guatemala and El Salvador.

Automating KYC document collection

Every merchant joining QPayPro has to supply specific legal documents, depending on their business profile. The team requested and received those documents mainly by email, which meant cluttered inboxes and disorganized communication. When something was missing or wrong, they followed up on the request manually, often across several separate emails. Merchants frequently sent documents by WhatsApp, too, making everything harder to track. All these resulted in documents regularly getting lost or overlooked.

Often times, collecting documents could take more than 15 days. With over 80 new merchants a month, the backlog grew. Sometimes, this resulted in the team re-requesting the same documents from the same merchant. The delay carried a direct business cost: While merchants waited to be activated, their initial enthusiasm cooled and platform usage dropped.

"We were losing documents in email and WhatsApp, and it was taking too long to onboard new merchants. This wasn't the experience we wanted to give our merchants."

Hugo Garcia,CEO, QPayPro

They tried using a cloud-storage tool to solve this, but it had challenges. The biggest was it wasn't easy to integrate it with their other apps, leaving the storage disconnected from the merchant record. They then moved to Zoho WorkDrive, centralizing all their files, but this still left the team manually creating a folder per merchant, generating a share link, and emailing it by hand.

Zoho Flow removed those manual steps. Now, when a merchant reaches a specific stage in Zoho CRM, the flow triggers automatically. It validates key fields, creates a dedicated WorkDrive folder for that merchant, generates a secure external upload link, and writes that link back into the right CRM module. From there, CRM emails the merchant the link and runs the follow-ups. The merchant's only job is to upload their documents to one place, and a team member checks the folder and marks completion in CRM.

Document collection went from up to 15 days to under 24 hours, a reduction of over 90%. Two team members had been dedicated to reviewing documents and chasing merchants; one person now handles the same work. And because onboarding is fast, merchants start transacting almost immediately, which QPayPro measures as roughly a threefold increase in platform adoption.

Automating commission invoicing

QPayPro charges its merchants a small commission per transaction, and every reconciliation requires an invoice. One finance staff member would review and reconcile each invoice by hand. This used to take at least five hours per invoice run. The team receives over 400 invoices every day. That adds up.

"One person used to spend four or five hours reviewing and reconciling every invoice run."

Hugo Garcia,CEO,QPayPro

Now, the platform is connected to both Zoho CRM and Zoho Books. When a payment is processed, the flow checks whether the customer exists, creates the invoice in Zoho Books, validates the currency as either Guatemalan quetzal or US dollars, registers the payment, closes the invoice, and emails it to the merchant.

Automating referral processing

QPayPro runs a referral program where an existing merchant can refer several businesses at once. Merchants can refer multiple business in a single form submission. QpayPro needed an integration between the form and CRM that can split one form entry into multiple CRM entries.

Zoho Forms captures the referrals and sends the submission to Zoho Flow, which parses the multiple referrals out of one submission and creates an individual lead in Zoho CRM for each.

Benefits and ROI

"Zoho Flow has made our merchant onboarding at least 15 times faster—from 15 days down to under 24 hours. It also keeps our data in sync across our business apps in real time, so we're making decisions on current and accurate information."

Hugo Garcia, CEO, QPayPro

The clearest outcome is speed at the front door. Processing their merchants fell from up to 15 days to under 24 hours, which cut the operational workload for that process by half and lifted platform adoption roughly threefold. On the finance side, a reconciliation run that took four to five hours now runs on its own. The documents are centralized and linked to CRM, which matters for the traceable, auditable repository their acquiring banks require.

Moving forward

QPayPro continues to extend its automation across the merchant lifecycle, with Zoho CRM and Zoho WorkDrive as the center of how merchant records and documents are held.