Training Made Smarter: How Zoho CRM Transformed First Medical Response's Training Workflow

21.07.25 05:43 PM - By Matthew

First Medical Response is a trusted provider of legislative training and certifications, helping businesses remain compliant with South Africa’s Occupational Health and Safety Act. Since 2010, the company has built a strong reputation for its accredited, high-quality training solutions. Their courses are endorsed by several industry bodies including the Department of Labour, MerSETA, and the Emergency Care Safety Institute (ECSI), which offers international accreditation. They’re also members of the Fire Protection Association of Southern Africa (FPASA) and the South African Institute of Occupational Safety and Health (SAIOSH), underscoring their credibility in the industry.

The Challenge: Manual Tasks and Missed Renewals

As their training business expanded, First Medical Response faced challenges with manual administrative tasks and outdated processes that couldn’t keep pace with growing client demand.

No system for tracking certifications: Certifications are only valid for 1–3 years and need to be renewed. Without an automated way to manage these, important deadlines were often missed.
Cumbersome administration: Bookings, learner tracking, and certificate generation were all done manually - resulting in inefficiencies and human error.
Lack of visibility and integration: With growing demand for online training, they also needed their CRM to work seamlessly with their existing Learning Management System (LMS).

First Medical Response conducting accredited first aid training in South Africa

Industry Type: Medical Aid training

Type Of Business: Privately Held

Headquarters: Port Elizabeth, South Africa.

Zoho Applications That Helped Us: Zoho CRM

The Solution: A Tailored Zoho CRM Implementation by DSL Telecom

DSL Telecom, a Zoho Premium Partner in South Africa, worked closely with First Medical Response to design and implement a custom CRM solution built on Zoho CRM, Zoho Forms, and Zoho Analytics.

Key Features Implemented:

Lead capture automation: A Zoho Form on their website now captures training enquiries and automatically pushes them into Zoho CRM as leads. These leads are then converted into deals that follow a structured enrolment process.
Seamless LMS integration: Zoho CRM was integrated with LearnDash, their LMS, allowing real-time syncing of learner progress and results.
Automated reminders: The system now tracks certification expiry dates and sends learners automated renewal reminders.
Real-time reporting: Using Zoho Analytics, the team can generate powerful reports on training trends, learner performance, and certification cycles, helping them continuously improve operations.

The Results: Streamlined Processes and Improved Client Experience

The transformation was immediate:

Time saved on admin tasks, giving the team more time to focus on training delivery.
A centralised system now manages every stage of the learner journey, from enquiry to certification and renewal.
Clients experience a smoother process, from signing up for training to receiving timely reminders for renewal.
Online training is better tracked, thanks to the LearnDash integration, ensuring data accuracy across platforms.

What the Client Had to Say

"We are thrilled with the CRM solution that DSL Telecom has developed for us. From start to finish, the team was incredibly professional, responsive, and truly understood our objectives – not to mention their patience throughout the process. They took the time to customise the system to accommodate our different quoting approaches and learner enrolments."

Ready to Streamline Your Training Business?

As a trusted Zoho Premium Partner, DSL Telecom specialises in tailoring CRM solutions that simplify operations, improve visibility, and increase efficiency. Whether you’re managing in-person or online training, we’ll help you build a system that grows with your business.

Book a free consultation