The digital shift in your business will not happen by chance …
Be supported with ease by our experts to carry out each step of the digitization of your processes.
Wouldn’t it be great if one day, when you decide it’s time, you can sell your business and earn the biggest paycheck of your life? The only way to do this is to create value for your business and this can only happen with a system that can continue to function without you.
Consistency is one of the keys to delivering a great customer experience. You might not like the food at McDonald’s, one thing you can say about the restaurant is that wherever you go they deliver a consistent experience.
When you and your staff don’t have to waste time reinventing the wheel, it improves your efficiency and lowers your labor costs.
Zoho FSM is a cloud application that offers a global solution to manage the entire lifecycle of processes involved in managing and executing services in the field.
All processes essential to field services are automated, such as:
This eliminates the burden of paper and any data entry to a software that are tedious manual tasks that generally prevent field service activities.
By providing a unified platform that allows users to move through different processes in the field, Zoho FSM helps users perform their tasks efficiently.
The challenge is that you are stuck before you can level up. The biggest challenge is that all of your business know-how is in a silo that sits between your two ears.
The only solution is to take the time to create and document your current processes. It’s not that hard when we break each of your process designs into smaller pieces.
For many businesses, when the founder and managers are the operators or when the partners work in the business directly, make the mistake of not thinking about business systems and processes.
Automation of work orders streamlines service requests and eliminates manual work.
The FSM mobile app for technicians helps them:
Zoho FSM offers a multi-user environment based on a profile:
You can interact with customers across multiple channels, including email, phone and web.
Customers can make payments for services rendered online.
Maintaining optimal values for key performance indicators is crucial for any business.
You can also add relevant details about the territories in which they work and the technician’s skills.
Zoho FSM offers a multi-user environment by supporting different profiles. A profile defines all permissions and accessibility within the application. There are four profiles built into the Zoho FSM application: administrator, customer service agent, dispatcher and field technician. When adding a user, the appropriate profile must be assigned to them. This way, you can regulate your users’ access to the app’s features and data.
Profiles
A brief description of the Zoho FSM profiles is given below:
The administrator will have creative/reading/editing/deleting access to all data and configuration in Zoho FSM.
The customer service agent will have creative/reading access to all standard modules and will modify/delete the data to which they are assigned as an owner.
The Dispatcher will have creative/reading access to all standard modules and will edit/delete the data to which they are assigned as an owner.
The field technician will only have access to the data that is manually assigned to him by the data administrator. They will only have access to the FSM mobile app.
The diagram below describes the permissions that each profile is allowed to have:
You can customize your account to add industry-specific data components and specialized workflows. It is also possible to integrate Zoho FSM into any third-party service.
Page configuration settings
You can customize some modules and pages in your app based on the needs of your organizational process. You can choose the fields essential to your process, define their properties and location in the module or page.
The following channels are available for users to create requests:
The key to the key-value pair is mapped to the request fields. If field mapping is not done automatically, you can select the appropriate field.
The table below contains details of the request module fields to which the key-value pairs must be mapped.
|
Key
|
Value | Map to Request field |
|
Subject
|
Sample Request
|
Subject
|
|
Description
|
Sample for Request from Email parser
|
Description
|
|
First Name
|
Robin
|
–
|
|
Last Name
|
Ellacot
|
–
|
|
Email
|
Email
|
|
|
Priority
|
Normal
|
–
|
|
Phone
|
1234567990
|
Phone
|
|
Preferred End Time
|
10/09/2019 12:00:PM
|
–
|
|
Preferred Start Time
|
10/09/2019 2:00:PM
|
–
|
|
Street
|
200 Dewitt Ct
|
–
|
|
City
|
Sacramento
|
–
|
|
State
|
California
|
–
|
|
Zip
|
95838
|
–
|
|
Country
|
USA
|
– |
You can select the owner of the registration. In Assign based on, choose a user or role and click Next. If multiple users are added, the turn-of-the-tasking method will be used.
A custom function must be created to perform the following:
Use Zoho FSM’s integrated Gantt and map views to manage your work requests, schedule appointments, and assign the right field technicians based on their skills and location.
The dispatch console is the task table for planning and distributing service appointments. It contains all the information a dispatch console would need to assign a service appointment to a field technician or team. The Dispatch Console has the following features:
It also allows you to schedule appointments over several days and create a service report once the work is done.
Work order setup
Before you create a work voucher, you need to set up certain settings. Details of these settings are listed in the sections below.
Mapping work requests
When you choose the Convert to Work Order transition in a request, the Create a Work Order page appears with pre-filled field values. Using the work order request mapping setting, you can determine which request field values you want to pre-fill the fields on the Create a Work Order page.
Managing the type of work
The type of work is a model for services in a work voucher. Use these templates to quickly add services to work orders and avoid repetitive data entry. One type of work will be used in the Services and Products module to link skills and products to service.
Automation of work orders
A work order is a record created to execute a contact service request.
A work order can be created in one of the following ways:
From requests: Using the convert transition to work order in an application, a work order can be created for the application. When you choose this transition, the Create a Work Order page appears with pre-filled field values. Using the work request mapping setting, you can determine which request field values you want to pre-fill the fields on the Create a Work Order page. See this page for more details.
From the estimates: Using the transition Convert to work order in an estimate, a work order can be created for the estimate. When you choose this transition, the Create a Work Order page appears with pre-filled field values. Using the Estimate on Work Order mapping setting, you can determine which Estimate field values you want to pre-fill the fields on the Create a Work Order page. See this page for more details.
From contact phone requests: The customer service agent creates work orders for contact requests received through phone calls.
To facilitate billing, billing and payments, Zoho FSM has an integrated integration with Zoho Books. Your field technicians can create invoices and make it easier to pay for appointments online.
Estimates
An estimate provides an approximate figure for the cost of providing the services requested in an application. Once an application is approved, the estimate can be created for the application. Based on an estimate, the contact may decide whether or not to continue the service request. The contact may accept or refuse the quote on the portal.
Create an invoice
An invoice can be created for a service appointment whose status is terminated.
Making payments
You can save the details of the payment made for an invoice.
It can be used to check their schedules, navigate accurately to service locations, record authentic field data, including attaching photos and adding notes, be equipped with the right equipment, create a service report and easily collect payments online.
Zoho FSM mobile app
The Zoho FSM mobile app provides on-the-go field technicians with all the information they need to be effective at work and delight contacts at every appointment.
This helps them to be on time for their appointments, to attend more appointments in a single day and to finish their appointments in a single visit. It also allows them to update their appointment status as they progress through their work.
Key features
You also have the ability to create customized reports to track KPIs, identify weaknesses, and make smarter, data-based decisions.
Dashboard
Follow the steps below to create a dashboard:
Once created, you can add new components to the dashboard. You also have the option to make changes to components added to a dashboard.
|
Name
|
Description
|
|
Closed Work Orders This Month
|
Displays the count of completed work orders
|
|
Open Work Orders This Month
|
Displays the count of work orders which are in progress
|
|
Past 6 months comparator
|
Shows details of work orders processed in the past six months and the revenue generated from it
|
|
TOP 5 Territories
|
Lists the top five territories with the maximum work orders
|
|
Territory and Status wise Work Order count
|
Illustrates the number of work orders in a particular status as well as the territories they belong to
|
|
Work Orders Completion Rate
|
Shows the number of new, in-progress and completed work orders and the transition rate from one status to another
|
|
Critical Tasks in each territory
|
Displays the count of all the tasks in each territory with the “Critical” status
|
For example, it can be integrated with an SMS provider to send SMS messages to customers to keep them informed of any changes to the service request. It can also be integrated into any accounting solution.
Zoho FSM pays taxes for your transactions, with regional-specific tax rules. Tax properties can be added for services and products, contacts and companies. These values will be used when creating quotes and work orders.
Incorporate your Zoho CRM account into FSM and help your sales and service teams collaborate with each other. By making it easier to share data between teams, you can ensure that good communication occurs between teams, data duplication is avoided, and you save time that is otherwise spent managing data in silos.
For customization to work, you need to subscribe to The Company Edition of Zoho FSM.
You can sign up for a free trial here. Note: this will be the standard Zoho CRM when you sign up, not the custom version for manufacturing.
You can of course! However, there will be a huge learning curve. We bring together our experience of implementing Zoho FSM – Zoho CRM in hundreds of companies and help you take advantage of this application as quickly as possible.
Zoho FSM offers usage-based pricing. The monthly fee will be based on the number of appointments made during this month. The billing for the previous month’s usage will be made during the first week of each month.
Yes, I do. You can do it yourself OR hire us at an affordable price.
Yes, I do! Of course. You can schedule your session here.
We’ll deliver the custom version of Zoho CRM – Zoho FSM – Zoho Books within 30 business days of the deployment of your integrated solution.
No, no, no, no, never. You are not locked into long-term contracts. You can pay monthly or annually, depending on what works best for you.
You receive telephone and email support from Monday to Friday from 9 a.m. to 5 p.m. from OceanData with online support services. On top of that, you get Zoho’s 24/7 phone support or via LiveChat and email.
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