Lamitech: Building a more connected customer experience with Zoho Creator

The company

Lamitech is a manufacturing company with over 30 years of experience in designing, manufacturing, and marketing high-pressure decorative laminates. With a strong presence across Latin America and exports to over 20 countries, Lamitech is known for its innovation, sustainable practices, and trend-driven designs.

Its diverse product portfolio caters to architects, designers, builders, and manufacturers, offering high-performance laminate solutions for interior architecture, furniture, and wall paneling.

The challenge

Before using Zoho Creator, Lamitech faced challenges in providing timely and accurate updates to order-related inquiries. Clients would call in to request updates on orders, track deliveries, or raise complaints. All this was managed manually over the phone or via spreadsheets—leading to long wait times, operational inefficiencies, and an overwhelmed customer service team.

To streamline customer inquiries and various internal operations and to deliver a better experience for their customers, Lamitech decided to automate their processes.

The solution

Lamitech first discovered Zoho through their Global Commercial Director, who was exploring CRM solutions that could be adapted to the Latin American market. After evaluating several vendors, they chose Zoho for its strong regional presence and its ability to meet diverse and flexible business needs.

During this journey, Lamitech connected with Nube Dinamica a leading Zoho Partner in Latin America renowned for transforming business challenges into scalable low-code solutions.

Together, Lamitech and Nube Dinamica built four customized applications using Zoho Creator, each addressing a specific business challenge.

Shopping prices app

This application helps Lamitech monitor competitive pricing across different regions of Colombia. The team is now able to analyze, compare, and compile prices in real time, helping the sales and marketing teams stay responsive to shifts in demand and competitive offerings.

Ticket details app

This app provides detailed post-sale insights, allowing Lamitech's product team to track product-related claims linked to invoice data and facilitating smooth communication across departments.

Performance evaluation app

This app helps Lamitech manage employee performance evaluations. It supports self-evaluations and supervisor reviews and tracks key performance indicators and skills. Custom indicators were also added to better align with the company's goals.

Customer portal

This bilingual customer-facing portal (Spanish and English) gives customers self-service access to key information such as order status, inventory availability, ticket status, and account debt. The portal also includes usage analytics and is tightly integrated with Zoho Desk and Oracle ERP, enabling seamless back-end communication.

Benefits and ROI

By adopting Zoho Creator, Lamitech was able to centralize operations, reduce manual efforts, and improve customer engagement across regions. The impact has been both operational and strategic.

• A 60% reduction in customer service calls related to order and inventory queries let the team spend more time on strategic tasks.
• Improved productivity allowed the customer support team to spend less time on repetitive tasks.
• Centralized data access improved collaboration across teams and empowered sales reps with accurate, real-time information.
• Faster response times and a more professional customer experience enhanced Lamitech’s brand perception.

Looking forward

As Lamitech continues to grow and expand its digital footprint, Zoho Creator remains at the core of its innovation strategy. What excites the team most about Creator is its flexibility and ease of use. With analytics now in place to track performance and usage, Collantes and her team are exploring deeper integrations with other Zoho tools to unify service operations.

Her advice to others considering low-code?