Case study

Optimizing home service with Zoho FSM integrated with Zoho CRM and Zoho Desk

Introduction

A large-scale service operation needed order and visibility

A leading solar panel installation company, with more than 3,000 employees and a support department of over 20 people operating on Zoho Desk, faced significant challenges managing technical visits and home maintenance services.

With more than 50 service teams and over 1,000 monthly work orders, the lack of a unified system created inefficiencies, errors, and billing delays.

Zoho DeskTickets and support requests

Zoho FSMService orders, dispatching, and field visits

Zoho CRMCentralized customer information

What is Zoho FSM

Field Service Management to coordinate services in the field

Zoho FSM integrates tools and processes designed to manage and optimize field or on-site technical services.

It includes task scheduling, resource allocation, field team tracking, inventory management, billing, and automated reporting.

It is essential for companies that provide technical support, maintenance, equipment installation, or any service in remote locations.

More efficient operations

Zoho FSM reduces manual errors, optimizes work routes, and improves the customer experience with faster response times.

Challenges

Manual management created delays, errors, and operational costs

Lack of integration

Between ticket management systems and work orders.

Scattered information

Duplicated data affected efficiency and accuracy.

Operational delays

Teams lacked real-time access to information.

High operating costs

Manual processes slowed support and dispatching.

Inefficient allocation

No unified scheduling system for technical resources.

Limited visibility

Service orders and multiple visits were hard to connect.

Solution

Zoho FSM connected support, dispatching, and billing in one workflow

Zoho FSM was implemented to manage the entire technical support cycle, from ticket generation to billing.

Integration with Zoho applications

Zoho FSM integrates with Zoho CRM, Zoho Books, and Zoho Desk, streamlining service orders and billing.

Centralized information

Dispatchers, technicians, and other departments access activity information from a single platform.

Easy service order creation

From Zoho Desk, a service order can be automatically created in Zoho FSM with one button.

Cost, time, and error reduction

Automation replaced manual tasks and improved service efficiency.

Reports and dashboards

Zoho FSM centralizes technician reports and dashboards for dispatching and allocation.

Mobile application

Technicians can access information in the field, even without an internet connection.

Impact and results

The company achieved a more efficient and traceable service operation

Increased operational efficiency

Centralized activities reduced administrative workload and freed time for customer relationships.

Enhanced customer experience

Faster response times to customer needs increased satisfaction levels.

Error reduction

Automation eliminated manual errors and ensured a more precise workflow.

Greater transparency and control

Administrators gained full visibility of team activities.

Revenue growth

Zoho FSM increased billing by over 30% in the first month of use.

Improved inventory management

Parts and materials used in service orders are tracked for accurate billing.

Conclusion

Zoho FSM optimized every stage of the home service cycle

The implementation enabled the renewable energy company to efficiently manage its operations, optimizing every stage of the home service cycle.

The solution provided greater autonomy to teams, reduced operational costs, and improved transparency and accuracy across the process.

From ticket to billing

The connected flow between Zoho Desk, Zoho FSM, and Zoho CRM made it possible to coordinate visits, register field information, and accelerate billing for each service.

Interactive case study|Zoho FSM

Optimizing home service with Zoho FSM integrated with Zoho CRM and Zoho Desk

A large-scale service operation needed order and visibility

Field Service Management to coordinate services in the field

More efficient operations

Manual management created delays, errors, and operational costs

Zoho FSM connected support, dispatching, and billing in one workflow

The company achieved a more efficient and traceable service operation

Zoho FSM optimized every stage of the home service cycle

From ticket to billing

Optimizing home service with Zoho FSM integrated with Zoho CRM and Zoho Desk

A large-scale service operation needed order and visibility

Field Service Management to coordinate services in the field

More efficient operations

Manual management created delays, errors, and operational costs

Zoho FSM connected support, dispatching, and billing in one workflow

The company achieved a more efficient and traceable service operation

Zoho FSM optimized every stage of the home service cycle

From ticket to billing

Optimizing home service with Zoho FSM integrated with Zoho CRM and Zoho Desk

A large-scale service operation needed order and visibility

Field Service Management to coordinate services in the field

More efficient operations

Manual management created delays, errors, and operational costs

Zoho FSM connected support, dispatching, and billing in one workflow

The company achieved a more efficient and traceable service operation

Zoho FSM optimized every stage of the home service cycle

From ticket to billing