CLIENTS

Ramad Pay: Building a Future-Ready, Scalable Agent Onboarding and Compliance Platform with Zoho

OVERVIEW

Ramad Pay Inc., a licensed Money Service Business (MSB) headquartered in Minneapolis, has been a trusted provider for immigrant communities across the U.S., facilitating secure money transfers to over 120 countries. Operating in 16 states with 120+ active agents, the company has processed more than 30 million transactions totaling over $2 billion USD.

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Project Overview:

As Ramad Pay aimed for nationwide expansion in 2023, its legacy processes became a critical bottleneck. Manual agent onboarding, fragmented compliance management, and disconnected training platforms slowed growth, increased operational risk, and made regulatory compliance challenging.

Febno Technologies, an authorized Zoho Partner, implemented a fully integrated digital solution using Zoho CRM, Zoho Forms, Zoho Sign, and Moodle LMS, enabling:

  • 80% faster agent onboarding, reducing activation time from weeks to days.
  • Centralized, audit-ready compliance, consolidating KYB checks, documentation, and verification workflows.
  • Automated training and certification, integrating Moodle LMS for real-time tracking and CRM storage.
  • Seamless, legally binding contract execution via Zoho Sign.
  • Scalable, unified infrastructure supporting multi-state expansion and vendor onboarding.

Executive Summary

Founded in 2001, Ramad Pay Inc. has grown into a market-leading MSB serving immigrant communities across the United States. By 2023, the company had expanded operations across 16 states with over 120 agents, processing 30+ million transactions worth over $2 billion USD. Following a corporate rebrand and new leadership, Ramad Pay set ambitious nationwide expansion goals. However, the company’s manual, spreadsheet-driven workflows created operational bottlenecks and compliance risks, threatening to slow growth and hinder regulatory readiness. Key operational challenges included:
  • Slow agent onboarding, delaying network expansion.
  • Fragmented compliance management, increasing audit complexity.
  • Limited training visibility, with disconnected progress tracking.
  • Infrastructure not designed for multi-state scalability.
To overcome these challenges, Febno Technologies implemented a Zoho-powered automation strategy, integrating CRM, Forms, Sign, and Moodle LMS to create a centralized, scalable digital backbone capable of managing the entire agent lifecycle—from initial enquiry to contract execution.

Problem Statement and Key Challenges

Scaling a money services business comes with stringent operational and regulatory demands. Ramad Pay faced:

The company faced four critical challenges:

  1. Slow Onboarding: Manual processes delayed agent activation from weeks to days, limiting network growth and efficiency.
  2. Fragmented Compliance Management: Disconnected verification processes increased regulatory risk and complicated audits.
  3. Training Visibility Gaps: Mandatory training and certification tracking across multiple platforms was inefficient and error-prone.
  4. Limited Scalability: Existing systems could not support multi-state expansion or onboarding of additional vendors and partners.

Without a unified, automated infrastructure, Ramad Pay risked slower growth, higher compliance risk, and operational inefficiencies.

Evaluation of the Problem

Febno Technologies conducted a comprehensive assessment of Ramad Pay’s agent lifecycle:
  • Lead Capture: Website and email leads were manually routed, causing duplicates and delayed follow-ups.
  • Applications: Multiple entries across spreadsheets slowed the onboarding process.
  • Compliance Checks: Documentation was scattered, making audits time-consuming and prone to error.
  • Training: Moodle LMS records were not linked to CRM, leaving management without visibility into agent progress.
  • Contract Management: Contracts were manually issued and stored, delaying execution and increasing administrative overhead.
This evaluation confirmed the need for a centralized, automated platform to unify lead capture, onboarding, training, compliance, and contract execution, providing real-time visibility and enabling rapid, regulated expansion.

Proposed Solution

A tailored solution using Zoho CRM, Zoho Forms, Zoho Sign, and Moodle LMS was implemented to automate the entire agent lifecycle:

  • Agent Enquiry & Lead Management: Zoho Forms captured website enquiries, routed them into CRM, and segregated agent vs. non-agent leads. Duplicate detection and auto-acknowledgement improved accuracy and engagement.
  • Application & Verification: Automated emails delivered application forms; submissions synced to CRM; verified leads were instantly converted into active agents.
  • Training & Certification Tracking: Moodle LMS integrated with CRM to automate progress tracking. Completion updated agent status and stored certificates for compliance.
  • Compliance & Vendor Onboarding: A dedicated KYB module with automated workflows ensured proper documentation, verification, and audit trails.
  • Digital Contract Execution: Zoho Sign templates automatically issued contracts upon training completion. Signed documents were stored within CRM, with automated reminders for pending signatures.
  • Customizations & Adoption: Tailored CRM layouts, automated agent code generation, standardized email templates, and staff training ensured smooth adoption.

Implementation

The solution was deployed in phased stages to ensure smooth adoption and operational efficiency:

Phase 1 – Lead Capture & Routing

  • Zoho Forms embedded on the website captured all enquiries.
  • Leads automatically routed to CRM, segregating agent and non-agent enquiries.
  • Duplicate detection and acknowledgement emails enhanced accuracy and engagement.

Phase 2 – CRM Customization & Application Management

  • CRM layouts tailored to match Ramad Pay workflows.
  • Automated emails deployed for all communication stages.
  • Unique agent codes generated; application data synced into CRM, eliminating repetitive entry.

Phase 3 – Training Integration

  • Moodle LMS integrated with CRM to automatically track course completion.
  • Agent status updated in CRM pipeline; certificates stored automatically.
  • Real-time dashboards provided management visibility into training progress.

Phase 4 – Digital Contract Automation

  • Zoho Sign templates issued contracts post-training.
  • Signed contracts stored in CRM for compliance and future reference.
  • Automated reminders ensured timely contract execution.

Phase 5 – Staff Training & Adoption

  • Live sessions and video tutorials ensured smooth transition.
  • Feedback loops refined workflows for operational alignment.

Outcome: Manual bottlenecks eliminated, compliance centralized, training automated, contracts integrated, creating a scalable end-to-end system for nationwide expansion.

Results

The Zoho-powered solution delivered measurable operational improvements:

  • Accelerated Agent Onboarding: Activation time reduced from weeks to days, enabling rapid network growth.
  • Centralized Compliance Management: KYB checks and documentation consolidated in CRM; audits became faster, more accurate, and resource-efficient.
  • Automated Training & Certification: Real-time tracking ensured compliance; certificates stored securely in CRM.
  • Seamless Digital Contract Execution: Zoho Sign automated contract issuance, signing, and storage.
  • Enhanced Data Accuracy & Efficiency: Manual data entry eliminated; staff focused on strategic growth tasks.
  • Scalable Infrastructure: Unified platform supports multi-state expansion, vendor onboarding, and long-term growth.

Conclusion

By partnering with Febno Technologies, Ramad Pay successfully modernized its agent onboarding, training, and compliance processes using Zoho CRM, Zoho Forms, Zoho Sign, and Moodle LMS. The project not only increased operational efficiency but also established a future-ready, scalable digital foundation for nationwide growth.

Ramad Pay can now onboard agents and vendors quickly, track compliance seamlessly, and expand into new markets without bottlenecks—positioning the company for sustained success in a highly regulated industry.

Customer Testimonial

“Febno has been instrumental in helping Ramad Pay build a custom CRM tailored for regulated financial services. Their patience, technical reliability, and flexibility stood out throughout the process. Thanks to their expertise and readiness to adjust when needed, Ramad Pay now fully utilizes Zoho CRM—and even pushes beyond its limits. Huge thanks to the Febno Zoho Team.”

 

Ali Mohammed – RamadPay Inc