Case Study · November 12, 2026
How Medrad runs five radiation safety services, report reviews, and billing in one Zoho CRM system
Client Profile
Medrad For Radiation Testing Services is a UAE provider of compliance, training, and testing services for radiation safety. Medrad supports hospitals, clinics, and medical facilities with regulatory requirements, machine safety, and compliance with the Federal Authority for Nuclear Regulation (FANR). To manage its multi-stage service operations and financial records, Medrad adopted Zoho CRM, Zoho Books, and Zoho WorkDrive.
Overview
Medrad needed one system to run each technical service, from the first customer inquiry through to final certification and payment. IT Enablers Global (ITEG) implemented Zoho CRM as the core operational platform, integrated with Zoho Books for accounting and Zoho WorkDrive for document management, and automated Medrad's operational pipeline.
The solution covers inquiries from several channels, approval of quotations and Local Purchase Orders (LPOs), and five technical services: FANR consultation, Radiation Protection Officer (RPO) training, quality control, safety assessment, and radiation protection programs. It also includes an internal and technical review process, customer feedback collection, and the migration of past invoices into Zoho CRM, so the team sees past and present billing in one place.
Key Takeaways
- Five radiation safety services run through one process in Zoho CRM.
- Quotations, invoices, and documents are linked to each job through Zoho Books and Zoho WorkDrive.
- Historical data migration, pushing legacy financial records into Zoho CRM's default invoice module to preserve the audit trail.
Background
Medrad provides radiation protection services to healthcare and industrial clients in a regulated environment. Every client engagement produces a large amount of documentation, such as clinic and hospital details, equipment specifications, floor plans, and safety assessment forms. Delivering these services means scheduling site visits, running technical reviews at more than one level, and issuing official certifications to regulators such as FANR.
As the business grew, coordinating this document-heavy work across separate communication channels and separate financial software became an administrative burden.
Problem Statement and Key Challenges
Medrad faced several distinct operational hurdles:
- Scattered intake: Customer inquiries and facility information (such as FANR license copies and machine details) arrived by WhatsApp, phone, and email, so customer files were incomplete and spread across inboxes.
- Manual quotation and LPO tracking: Moving a client from quotation to an approved LPO took manual follow-ups and repeated data entry.
- Five different service tracks: Each service (from field quality control testing to RPO training and FANR consultation) needs different documents and reports, which made it hard to see what was due for each client.
- Quality control risk: Draft reports were checked through manual handoffs, with no system record that each review had been done.
- Separate financial and historical records: Invoicing ran separately from service delivery, and existing customer records and past invoices sat in legacy files. Both had to move into the new system so that no billing or customer history was lost.
Evaluation of the Problem
ITEG analyzed Medrad's operational flowchart in detail, tracing the customer journey from the first WhatsApp message to the final customer feedback. The evaluation showed that Medrad needed more than a sales tool: it needed one system to run its compliance and service delivery work.
To close the gaps in document management, financial visibility, and technical review tracking, ITEG recommended a custom Zoho CRM setup, integrated with Zoho Books for invoicing and Zoho WorkDrive for automatic file organization, together with a migration of existing records.
Solution
The Zoho setup enforces Medrad's operational rules and automates administrative tasks at every stage:
- Single intake and document storage: Inquiries from calls, WhatsApp, and sales staff are recorded in Zoho CRM. Facility information, including hospital details, machine data, and FANR licenses, is captured in the CRM and saved automatically to a standard folder structure in Zoho WorkDrive.
- Quotations and LPOs: Through the Zoho Books integration, the sales team creates and sends quotations from within the CRM. The system records the customer's approval or LPO before service scheduling can start.
- Service tracks: Once a job is scheduled, the CRM routes it into one of five tracks. FANR consultation: Collects and analyzes the required data and prepares the final submission to FANR. RPO training: Manages training schedules and generates RPO certificates. Quality control: Schedules technician site visits and prompts the team to draft quality control reports. Safety assessment: Sends safety assessment forms to the customer, requests floor plans, and produces the safety assessment report once they are received. Radiation protection program: Lists the documents required and manages the drafting of the program.
- Review stages: Every report and certificate goes through a mandatory internal review and verification stage. If corrective action is needed, the system sends the file for a second technical review.
- Delivery and invoicing: Once technical verification is complete, the CRM has Zoho Books create the final invoice and sends it to the customer with the approved reports and certificates. Payment receipts are also created in Zoho Books.
- Data migration: ITEG migrated Medrad's existing customer, contact, and facility data, along with its past invoices, into Zoho CRM, so the team started on the new system with its full customer base and billing history in place. Past invoices were loaded into Zoho CRM rather than Zoho Books so that they are available for reference without being posted again to Medrad's accounts; every new invoice is created in Zoho Books.
Implementation
The deployment was carried out in phases, planned so that testing services continued as normal during the rollout:
- Requirements and workflow design: Mapped each service track, approval stage, and document flow from Medrad's operational chart.
- CRM and WorkDrive configuration: Built the service records, the internal review triggers, and automatic WorkDrive folder creation.
- Zoho Books integration: Linked quotations, LPOs, invoices, and payment receipts to each job's milestones.
- Data migration: Imported customer data, facility details, and past invoices into Zoho CRM.
- Training and go-live: Trained staff on the technical review steps, quotations, and feedback collection, followed by launch and ongoing support.
Results
- One record of every job: Every customer touchpoint, from the first message to the final FANR submission, is tracked in Zoho CRM.
- Review before release: Every report and certificate passes an internal review, and a second technical review where needed, before it reaches the client.
- Billing tied to delivery: Quotations, final invoices, and payment receipts are created in Zoho Books and sent with the related technical documents.
- Organized documents: Zoho WorkDrive files hospital records, machine specifications, and floor plans in each client's folder, available from the CRM record.
- Client history: Past invoices are in Zoho CRM, so sales and operations staff can see a returning client's billing history.
- Customer feedback: The system collects customer feedback after each job, giving Medrad a running view of client satisfaction and service quality.
Testimonial
We had an excellent experience working with IT Enablers Global for the implementation of Zoho CRM, Zoho Work Drive, and Zoho Books. Their team demonstrated a strong understanding of our business requirements and delivered a well-organized solution tailored to our needs. The team ensured that our processes were properly configured and that we were comfortable using the new systems.
We truly appreciate their expertise, commitment, and customer-focused approach.
Medrad