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Case Study

WordCare

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CRM Powered Workflow Automation for WordCare DXB’s Multiservice Process

Word Care needed to offer a smooth, trustworthy experience in a field where accuracy and speed matter. As demand grew for their visa, attestation, and legal services in Dubai, they found their manual approach couldn’t keep up. ihakimi helped them replace a complicated, error-prone process with a structured, automated system that matched the real flow of their work, ensuring nothing slipped through the cracks and every client received reliable service.

Client Background

Word Care is a UAE-based company specializing in visa processing, attestation, legal translation, and insurance services. Known for their thorough, reliable approach, they help individuals and businesses navigate complex paperwork smoothly.
Their business depends on delivering clear, professional service. With dedicated teams like Sales for new inquiries and Operations for managing the actual service process Word Care needed perfect coordination between these teams to ensure that customer expectations were met every time.
As demand grew and more leads came in from social media, ads, and WhatsApp, their existing manual process started breaking down. They needed an integrated system that could handle more volume without losing their personal, professional touch.

Challenges

Word Care realized they needed a system that could mirror the real work they did every day, but with far less stress and room for error.

Too Many Inquiries

Leads from WhatsApp, Facebook, Instagram, and their website made tracking difficult.

Team Division Issues

Sales and Operations needed to know exactly who was handling what.

Service Complexity

Each service attestation, visa, translation had its own stages and steps.

No Clear Routing

Leads could get stuck or lost between teams and stages, causing delays and confusion.

Manual Handoffs

Moving a lead from Sales to Operations meant manually sending details every time.

Risk of Lost Leads

Without structured stages, follow-ups and tasks often fell through the cracks.

Solution

ihakimi delivered a smart CRM system that replicated Word Care’s entire operational flow from first inquiry to service delivery. The goal was to make the process not only faster, but also more professional, organized, and scalable.

Tags for Clarity

To manage different client needs quickly and accurately, tags were added to each lead inside the CRM. These tags acted like labels, helping the team instantly understand what service a client was looking for — without reading long notes. It made it easier to sort leads, assign them to the right team, and move them through the correct process. Tags also helped track service trends and improve reporting.
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Service-Based Pipelines

To handle a wide variety of services like attestation, family visa, legal translation, and more. Word Care needed clarity and structure in their lead management. ihakimi helped by creating separate pipelines for each major service, allowing smoother task delegation and tracking.
  • Sales Pipeline: This is where all new leads land first. Based on client requirements and service tags, leads are routed from here into the appropriate operations pipeline for execution.
  • Operations – Attestation: Once a lead is confirmed for attestation, it moves into this pipeline. The stages here track document collection, attestation in progress, certificate received, and internal handoffs ensuring clear ownership and zero confusion.
  • Operations – Family Visa: Clients applying for family visas are routed here. The process includes visa file preparation, embassy tasks, and updates, all neatly tracked stage-by-stage until visa delivery.
  • Company Formation (Business Setup): This pipeline handles clients seeking company registration or formation in Dubai. With multiple compliance requirements, each stage helps the operations team move step-by-step with clarity.
  • Legal Translation: For clients needing document translation for legal purposes, this pipeline tracks the request, translation status, quality check, and delivery ensuring the language service doesn’t get lost in broader visa or attestation workflows.
  • Insurance Services: Leads needing insurance support are filtered here. Whether it’s health or travel insurance, the team manages everything from inquiry to policy issue in a focused space.
This structured system ensured that each team worked only on relevant leads, minimized cross-team confusion, and maximized task ownership.

More Benefits

With these changes, Word Care went from manual chaos to a smooth, reliable process that delivered a consistent, professional experience for every client.

Step-by-Step Stages

Each stage matched exactly what staff needed to do, reducing errors.

Custom Fields

Custom Fields Gathers exactly the data needed for each service.

Team Handoffs

Leads automatically moved from Sales to Operations once ready.

Stage Routing Logic

Automatically moved leads between pipelines as they progressed.

Operational & Sales Sync

When Operations finished their part, leads seamlessly returned to Sales for closing.

Assigned Users

Every stage had a responsible person to ensure accountability.

Implementation

ihakimi set up a fully customized CRM environment that mirrored Word Care’s actual service workflows, so teams could work seamlessly from inquiry to completion:
Defined Sales Pipeline: Stages were created to capture inquiries, qualify leads & identify the required service (attestation, family visa, or both).
Service-Based Routing: When a lead moved to “Attestation Started,” it automatically shifted to the dedicated Attestation pipeline.
Operational Pipeline: This pipeline included four carefully defined stages to manage attestation work, ensuring nothing was missed.
Automatic Hand-Offs: Once attestation was complete (e.g. “Certificate Received” stage), leads returned automatically to Sales for final steps.
Responsible User Assignment: Each stage had an assigned team member to improve accountability and reduce confusion.
Custom Tags & Fields: Client requirements were marked clearly with tags and captured via custom fields for easy reference.

Results

Clear, Structured Workflows

Sales and Operations followed defined steps with no overlaps.

Smooth Team Handling

Leads moved between pipelines automatically, keeping all details.

Improved Accountability

Each stage had a responsible user assigned for full clarity.

Organized Service Paths

Each service type had its own pipeline to avoid confusion.

Faster Follow-Ups

Automated actions replaced manual reminders & follow-ups.

Professional Client Experience

Clients received timely, clear, and consistent updates.

More Capacity Without Stress

Teams handled more leads with less manual effort.

Consistent Quality

Every client experienced the same smooth, high-standard process.

Key Data Analysis

After implementing the new CRM structure, WordCare saw noticeable improvements across their daily operations. The automation, clear pipelines, and role assignments didn’t just organize the process they made it more effective. From smoother team coordination to faster response times, the system directly impacted lead handling, service accuracy, and overall performance.
  • Better Lead Management: More inquiries were handled without overwhelming staff.
  • Faster Reply Times: Automation ensured faster, more consistent responses.
  • Fewer Lost Leads: Clearly assigned users and pipelines meant nothing slipped through.
  • Team Coordination Improved: Sales and Operations worked in sync with no gaps.
  • Service Accuracy Increased: Each step was defined, reducing mistakes and confusion.
  • More Conversions: Faster follow-up and clearer communication improved closing rates.
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Lesson Learned

Map Real Workflows

A good CRM should reflect actual service steps.

Separate Service Pipelines Matter

Different services need their own paths.

Automation Reduces Errors

Less manual handling means fewer mistakes.

Tags Add Context

Clearly marking needs helps sort and serve better.

Defined Stages Improve Clarity

Staff know exactly what to do next.

Teamwork Is Easier

When everyone sees the same system, team work improves.

Client Testimonial

“Our process was messy and stressful before. We’d lose track of leads and waste time on handovers. Now, it’s all clear. Every lead is in the right place, the team knows what to do, and our clients see us as professional and reliable.”
- Word Care Team

Conclusion

Word Care didn’t just adopt technology, they rebuilt how their business worked. With ihakimi’s personalized CRM, pipeline stages, and automation, they turned complicated, error-prone processes into a smooth, clear system. Now, they manage more leads with less effort, deliver professional service every time, and are ready to grow without losing their reputation for quality and reliability.

Next Steps

To explore the potential of CRM automation for your enterprise, reach out to ihakimi at the following contact information:
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