What's really going on

You have two things running in parallel. Quotations to hospitals and retailers move through a pipeline — that's CRM work. Repeat orders from existing customers move through invoices — that's your books. Dormancy shows up in invoice history, not in a deal stage. Mix the two into one screen and both jobs get sloppy.

What to do instead

1. Zoho Books Standard (~₹749/month, annual billing) — for GST quotations, invoices, and a per-customer statement showing last order date. Standard is around ₹749/mo on annual billing. This is where dormancy lives. It handles GST, e-invoicing, inventory, and automation in one place.
2. Zoho Bigin (₹400/user/month) — for the quotation pipeline: which hospital is at "quote sent", which is at "negotiating", which went cold. Bigin Express is ₹400/user/month, billed annually, in India. Link contacts to Books so one customer record serves both.
3. AiSensy for WhatsApp (~₹1,500/month + per-message) — send quotations and reorder nudges from a business number. AiSensy starts at ₹1,500/month, plus ₹1.09 per marketing template and ₹0.145 per utility template. Verify current pricing before you sign.

Do this today (30 minutes): open your current invoicing tool. Export every customer with their last invoice date. Sort oldest first. Anyone past 60 days without an order — that is your call list for tomorrow. You don't need software to start this.

What you're being oversold

Someone is probably pitching you Salesforce, SAP Business One, or a "pharma distribution ERP" with a ₹3-8 lakh setup. For a two-channel wholesale desk with quotations and repeat orders, that is a five-month implementation you don't need. Every week you delay the dormant-customer call list, a hospital account quietly shifts to a competitor. You won't see the loss in a report — you'll see it as a quarter that felt fine but ended flat.

When to revisit this

When you cross 3+ people entering quotations, or when quotation volume passes ~50 a month and things slip between them.

The part worth getting right

Decide which system owns the dormancy trigger before you buy anything. If your quotes usually convert but customers just stop reordering — the trigger belongs in Books, off the last invoice date. If quotes go cold at the "sent" stage and never convert — the trigger belongs in Bigin, off stage age. Pick wrong and you'll rebuild the reports six months in, or worse, migrate customer records across tools while your team is mid-quarter. The signal is in your own numbers from the last 90 days — quotes-sent vs. quotes-won vs. repeat-invoice gap.