G2

Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

11/2/2026

"Straightforward, Customizable Pipelines for Managing Wellness Member Lifecycles"

4.5/5

What do you like best about Bigin by Zoho CRM?

What I like best about Bigin by Zoho CRM is how straightforward it is to tailor its pipelines around our wellness member lifecycle, without the heavy, overcomplicated setup of bigger CRM platforms. I’m Jane Omollo, Member Operations & Strategy Manager at Vital Path Wellness Collective here in Portland. We run multiple wellness programs — nutrition coaching, movement classes, mental wellness check-ins, and our ongoing membership subscription tiers. My days are packed with mapping member workflows, managing profiles, aligning our sales coaches, instructors, support and billing teams. We only have part-time shared tech help, so I’m the one who handles CSV imports, role permissions, and most of our tool testing and tuning. Before Bigin, we tried a few other CRMs that were built purely for product sales; they forced us to jam our member journey into rigid deal stages that never fit our wellness work.

What clicked for me right away is how easily I can spin up separate pipelines for our different program tracks. I built one pipeline for new inquiry leads coming in from our community workshops and social campaigns, another for people going through our intake assessment, and a third to track active members as they renew, pause, or upgrade their plans. I added custom fields to log things like their primary wellness goal, coach assignment, last check-in date, dietary restrictions, and billing cycle. It keeps every member’s core context attached to their record, so whether an instructor hops on a session or our support team takes a billing question, they don’t have to dig through scattered spreadsheets or old email threads.

A good example happened a couple months back during our spring nutrition cohort launch. We collected a big list of sign-ups from our free community seminar, exported the attendee CSV, and mapped those records straight into Bigin. I set up a simple automation that sends intake forms once someone moves into the “assessment scheduled” stage, and alerts their assigned coach three days before their first consultation. It cut down on all the manual reminder emails I used to write and send one by one. Our coaches loved that they could open a member card and immediately see what they hoped to get out of the program, instead of going into calls blind.

I also really appreciate the granular permission controls. Our team has different roles that shouldn’t see the same data. Our wellness instructors only need to view their own members’ session notes and upcoming appointments, but they don’t need access to sensitive billing details. Our billing team can pull subscription status and payment flags without editing coaching notes. I can lock those views down inside Bigin, which matters a lot for health-related member privacy. It’s simple enough that I don’t need to wait on our part-time tech resource every time I need to adjust a permission profile for a new hire.

The dashboards are uncluttered too. I pull quick views for our leadership showing how many new inquiries we have, where people drop off during intake, and our monthly renewal rate across each wellness track. It gives us a clear sense of what’s working, without drowning us in endless confusing metrics. Review collected by and hosted on G2.com.

What do you dislike about Bigin by Zoho CRM?

Honestly, the biggest letdown with Bigin by Zoho CRM for our wellness collective is that its automation engine is pretty limited when we need to build workflows tied to recurring membership timelines and health program milestones. I’m Jane Omollo, Member Operations & Strategy Manager at Vital Path Wellness Collective in Portland. We run nutrition cohorts, ongoing movement classes, one-on-one wellness coaching, and rolling subscription memberships, and I spend a lot of time building member lifecycles, managing CSV imports, and setting team permissions. We only have part-time shared tech support, so any messy workflow or broken sync lands on my plate to fix.

We often need layered triggers that match how our programs run. For example, we wanted an automation to flag members 14 days before their subscription renews, send a check-in survey to see if they want to adjust their program, and pause renewal outreach automatically if they’ve scheduled a consultation with their wellness coach. Bigin’s rules can handle simple single triggers fine, but stacking those conditional pieces together gets messy fast. A few weeks ago, I built that exact renewal workflow, and some members got the reminder email even after they’d already spoken with a coach and decided to pause their membership. It created confusion; a couple of people reached out to support worried their card would still be charged. After that mix-up, every new automation I build has to go through multiple rounds of manual testing, which eats up time I should spend refining our intake process or cleaning up member datasets.

Another frustrating gap is how it handles bulk CSV imports for sensitive wellness data. We regularly pull attendee lists from our free community workshops and batch-update member records after cohort check-ins. We track things like health goals, food allergies, preferred session times, and internal support notes in long text fields. More than once, those longer notes get truncated during upload, and some custom multi-select fields map incorrectly. I end up having to cross-check hundreds of records line by line after every import. It’s tedious, and since we’re handling personal wellness information, I can’t afford to have incomplete or wrong details sitting on member profiles. Review collected by and hosted on G2.com.

What problems is Bigin by Zoho CRM solving and how is that benefiting you?

Before we adopted Bigin by Zoho CRM, tracking our members across all our wellness programs was scattered and unreliable. I’m Jane Omollo, Member Operations & Strategy Manager at Vital Path Wellness Collective in Portland. We run nutrition cohorts, weekly movement classes, private wellness coaching, and rolling subscription memberships. My work involves building member lifecycles, configuring team permissions, and cleaning bulk member data, and we only have part-time shared tech support to lean on if something breaks. Our member information used to live in separate places: coaching notes in Google Docs, sign-up lists in Sheets, billing records inside Zoho Books, and casual conversation history trapped in individual staff email inboxes. Whenever a member reached out to support with a question about their plan or upcoming session, whoever picked up the ticket had to chase down details from three or four different sources. It slowed our response times and created real risk of missing important context, like dietary restrictions or prior mental health check-in notes.

Bigin fixed that fragmentation first and foremost. I set up separate pipelines mapped directly to our member journey, from initial inquiry and intake assessment all the way through active membership, plan upgrades, pause requests, and renewal. I added custom fields to log each person’s wellness goals, assigned coach, preferred session format, allergy notes, and billing cycle. Now every member’s record holds all that key context in one spot. Our instructors, support team, and billing staff can pull up a profile quickly, and they know what that member is working toward before a call or session. That consistency has made our member interactions feel much more thoughtful, and it cuts down on those repetitive “can you tell me what program you’re in?” questions.

One of the biggest wins was streamlining our intake flow for new nutrition cohorts. Afterour free community workshops, I import the CSV of new sign-ups into Bigin. Simple automations trigger intake paperwork once someone moves to the assessment stage and alerts their coach ahead of their first consultation. Before this setup, I was sending every reminder and form link manually, which became impossible to keep up with when we launched a new cohort with 40 or more people. The automation handles that routine outreach reliably, freeing me up to focus on higher-level strategy work, like tweaking our retention workflows or comparing new SaaS tools.

The role permission setup has also been a huge help for protecting sensitive wellness data. I can lock access so instructors only view their own members’ session details without seeing private billing information, while our billing team can manage subscription status without editing coaching notes. This keeps us aligned with our internal privacy standards, and I don’t need to wait for our part-time tech support every time I need to onboard a new coach or support hire.

I won’t ignore its limitations, of course. The conditional automation logic falls short for our complex renewal sequences, CSV imports can mangle longer wellness notes, reporting is limited, and the sync with Zoho Books isn’t always consistent. I still spend hours each month manually testing workflows and merging exported data into spreadsheets for leadership reviews. Even so, Bigin solved our biggest operational pain: disjointed member records across our team. It gives us a centralized, easy-to-maintain hub that fits our mid-sized wellness collective. It helps us deliver smoother, more personalized member experiences and keeps our sales coaches, instructors, support and billing teams all on the same page. Review collected by and hosted on G2.com.