Overview of Zoho FSM
Zoho FSM is a cloud application that offers an overarching solution for handling the entire life cycle of processes involved in the management and execution of field services. All processes that are pivotal to field services are automated, such as work order management, scheduling, dispatching and tracking of service appointments, and invoicing. This eliminates the burden of paperwork and other tedious manual tasks that usually bog down field service activities. By providing a unified platform that allows users to segue into the different field processes, Zoho FSM helps users carry out their tasks efficiently. The availability of composite, real-time information about the process entities provides users with the visibility that helps enhance first-time fix rates and lessen process errors. Field technicians have access to pertinent data to complete their assigned tasks swiftly and efficiently.
Knowing the service history of the customers can be a big help in processing customer requests. The two-step method of scheduling and dispatching ensures that the entire process of service appointment management is optimized. Service appointments can be scheduled based on their territory, and dispatched to the most appropriate technician to ensure minimum turnaround time. The mobile app is a handy tool for the on-the-go field technicians. Built-in invoicing features ensure that billing times are greatly reduced, resulting in immediate payments and realization of revenue.
Feature Highlights
Blueprint: Blueprints are used to ensure that the business processes of an organization are enforced in a proper manner within the application. Blueprints help you enforce specific states and the admissible transitions that can take place from these states.
Page-level customization: The layout of pages and overlays can be customized by the users. Use drag and drop to select the fields that you want to view and use in these modules.
Work Type: Create templates of often-used work orders. Use these templates to create work orders quickly, and to avoid repetitive data entry.
Skill levels: Assign skill levels to technicians so that they can be vetted while assigning jobs. By assigning skill levels to technicians, the most appropriate technician can be assigned to the service appointments.
Territories: This entity helps in assigning a geographical location to the field technicians, dispatchers, and customer service technicians. A field technician has a primary and secondary territory, which helps you choose the right technician for a service appointment.
Ease of Assignment: In the Dispatcher module, the assignment of service appointments, is facilitated by providing listings of all the service appointments and the available field technicians.
Crew: Crew helps you manage a team of field technicians who may be required to conduct a service appointment.
Mobile Support: The mobile app enables on-the-go field technicians to update their appointment statuses as they progress with their work.
Reports: Summarized data on work orders, territories, and statistics relevant for analysis and decision-making.
Customer Portal: A customer-facing application that allows them to raise their service requests and track their progress.
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