Implementation of the month: Optimization of home delivery service with Zoho FSM integrated into Zoho CRM and Desk

A leading company in solar panel installation, with over 3,000 employees and a support team of more than 20 people, was facing challenges in managing technical visits and home maintenance. With a fleet of more than 50 service brigades and over 1,000 work orders per month, the lack of a unified system for managing visits and invoicing led to inefficiencies, errors, and high operational costs.

 

Challenges:

• Lack of integration between ticket management and work order systems.
• Dispersed and duplicated information, affecting efficiency and accuracy.
• Delays in customer service due to lack of real-time data access.
• High operational costs due to manual processes.
• Inefficient allocation of technical resources due to the absence of a unified calendar.
• Lack of visibility into service orders and multiple visits.

 

Solution

To overcome these challenges, the company implemented Zoho FSM, integrated with Zoho CRM and Zoho Desk, optimizing technical support management through:

• Integration with Zoho CRM, Zoho Desk, and Zoho Books, streamlining service order creation and invoicing.
• Automated resource allocation via a centralized calendar.
• Mobile application allowing technicians to access key information, even offline.
• Centralized data, enabling dispatchers and technicians to manage the entire service cycle on a single platform.
• Service order generation from Zoho Desk, reducing response times.
• Automated reports and dashboards for real-time monitoring.

 

What is Zoho FSM?

Zoho FSM (Field Service Management) is an application designed to manage and optimize field technical services. It enables task scheduling, resource allocation, equipment tracking, inventory management, invoicing, and report automation. It is ideal for maintenance, installation, and technical support companies, improving operational efficiency, reducing errors, and optimizing response times.

 

Benefits

Since implementing Zoho FSM, the company has achieved:

✅ 30% increase in revenue in the first month, optimizing cash flow.
✅ Greater operational efficiency, reducing administrative times.
✅ Error reduction, eliminating manual tasks in order management.
✅ Improved customer experience, with faster response times.
✅ Better inventory control, ensuring accurate invoicing of spare parts and materials.
✅ More transparency and visibility, optimizing field team management.

 

The implementation of Zoho FSM enabled the company to efficiently manage its technical service operations, optimizing every stage of the process and significantly reducing operational costs. The solution provided greater autonomy to teams and improved accuracy and transparency in home service management.