Zoho CRM + Zoho FSM : alignez vos équipes commerciales et techniques

Zoho CRM + Zoho FSM : alignez vos équipes commerciales et techniques


La vente est finalisée, mais le parcours client ne fait que commencer !

Dans les entreprises orientées service, conclure une vente représente seulement la première étape. Ce qui suit — installation, réparation ou maintenance régulière — influence grandement l’image que les clients ont de votre marque.
Le problème ? Les équipes de vente et de service fonctionnent souvent de manière isolée. Les commerciaux se concentrent sur le chiffre d’affaires, tandis que les équipes de service se focalisent sur l’exécution. Sans une coordination entre les deux, cette déconnexion se ressent là où c’est le plus important : dans l’expérience client.
Les clients peuvent recevoir des informations contradictoires. Les techniciens sur le terrain manquent de contexte sur ce qui a été promis. Les commerciaux assurent le suivi sans savoir si le service a été correctement réalisé. Le résultat ? Frustration, inefficacité et perte de confiance.

Quand les ventes et le service ne communiquent pas, c’est tout le monde qui en pâtit.

Imaginez ceci : une entreprise spécialisée dans le solaire conclut un gros contrat. L’équipe commerciale met à jour le CRM, célèbre la victoire et passe à l’opportunité suivante. Pendant ce temps, l’équipe d’installation, qui travaille sur un système différent, n’a pas toutes les informations. Elle ignore quel forfait a été vendu, quand l’installation est prévue, ou qui est le contact principal.
En l’absence d’un système connecté, les équipes doivent se débrouiller avec une coordination manuelle via emails, appels, discussions et tableaux Excel pour obtenir des clarifications. Les mises à jour sont faites séparément dans différents outils, ce qui fait que tout repose sur la mémoire individuelle et des relances constantes. Des détails échappent. Le client, à qui on avait promis une expérience fluide, commence à recevoir des informations contradictoires. Ce qui devait être simple devient confus. Ce n’est pas que vos équipes ne font pas leur travail, c’est qu’elles s’appuient sur des systèmes déconnectés.
Les CRM sont excellents pour suivre les prospects et gérer les ventes, tandis que les plateformes FSM (Field Service Management) s’occupent de la planification des interventions et de l’envoi des techniciens. Les deux sont essentiels, mais sans une intégration entre CRM et FSM, vous ne voyez qu’une partie de l’image. Ce dont vous avez besoin, c’est d’un pont qui les relie, car sans cela, la déconnexion se manifeste là où cela compte le plus : dans l’expérience client.

Ce lien est désormais établi

L’intégration entre Zoho CRM et Zoho FSM ne connecte pas simplement des systèmes, elle connecte les équipes, les processus et les résultats. Elle assure qu’après la conclusion d’une vente, le processus de gestion des services sur le terrain démarre automatiquement, assurant que les engagements pris par le commercial soient respectés par l’équipe de terrain.

Planifiez vos interventions directement depuis le CRM

Créez une demande de service, un devis, un ordre de travail ou un rendez-vous directement dans Zoho CRM dès que la vente est conclue. Les données essentielles — informations client, adresse d’intervention, produits vendus, consignes — sont automatiquement importées dans Zoho FSM. En quelques minutes, la tâche est planifiée et assignée au bon technicien.

Des transitions fluides et contextualisées, à chaque étape

La synchronisation bidirectionnelle entre les modules Comptes, Contacts, Produits et Actifs permet aux équipes commerciales et techniques de rester connectées. Fini le travail en silos : chacune a accès aux informations clés, tout au long du parcours client. Les commerciaux suivent l’état d’avancement des services directement depuis le CRM, tandis que les techniciens terrain disposent, avant chaque intervention, du contexte complet : vente réalisée, données client, historique produit.


Une vue chronologique unifiée

Chaque action côté service — rendez-vous complété, reporté ou annulé — est automatiquement enregistrée dans la chronologie du CRM. Résultat : une vision claire et partagée de la relation client, de la prise de contact initiale à la dernière intervention. Avec cette time-line commune, les équipes peuvent mieux se coordonner, réagir plus vite et offrir une expérience client cohérente à chaque étape.


Quand les ventes et le service ne font plus qu’un

Vos équipes commerciales et techniques poursuivent peut-être des objectifs différents, mais pour le client, tout fait partie d’une seule et même expérience. C’est pourquoi il est essentiel que ces deux équipes travaillent dans un système unifié, avec des informations partagées et fiables.Grâce à une intégration comme celle entre Zoho CRM et Zoho FSM, une vente conclue se transforme naturellement en intervention de service, sans rupture. Au fil des rendez-vous effectués et des retours terrain, l’équipe commerciale obtient des informations précieuses pour enrichir la relation client : résolution de problème, proposition d’un contrat de maintenance ou identification d’opportunités de vente additionnelle.

Essayez dès maintenant l’extension Zoho FSM pour Zoho CRM.

L'équipe Zoho France

    • Sticky Posts

    • CRM - Astuce #5 : Effectuer des actions en masses

      Bonjour à tous,   Au programme du jour : éviter les répétitions grâce à la fonction "en masse". Gagnez du temps sur ces actions simples pour vous concentrez sur votre entreprise. Allez dans le module concerné et cliquer sur les : (...)   Suppression en

    • Zoho CRM - Il y a du nouveau chez les modèles d'e-mails

      Bonjour à tous,   Nous sommes ravis d'annoncer que les modèles d'email dans Zoho CRM sont désormais adaptés au design pour tous les ordinateurs et mobiles. Le responsive design désigne une méthode selon laquelle les pages sont conçues pour s'afficher

    • Nouveautés Zoho CRM : la page d'accueil et le tableau de bord actualisés !

      Bonjour à tous, Nous avons apporté quelques améliorations à la page d'accueil des utilisateurs et à l'onglet Tableau de bord, en voici un aperçu. Des composants supplémentaires dans la page d'accueil pour les nouveaux inscrits : Dans l'onglet Accueil,

    • CRM Blueprint #5: Glossaire

      Bonjour à tous,  Voici le dernier volet de notre série sur les Blueprints : un glossaire pour comprendre tous les termes nécessaire à l'automatisation de votre process. État : fait référence à chaque étape de votre processus. Par exemple : qualification,

    • CRM : Ajoutez de la couleur à vos balises CRM

      Bonjour à tous, Les tags sont des identifiants uniques qui peuvent être associés à différents enregistrements ce qui permet de rechercher, trier, catégoriser, filtrer et segmenter efficacement les enregistrements. Cette nouvelle amélioration a pour but

    • Recent Topics

    • ACH Returns Don’t Trigger Dunning or Reverse Payment in Zoho Subscriptions

      Zoho Billing marked an ACH payment as successful and kept the subscription active — even though the payment was later returned by the bank (NSF). There was no update to the invoice or subscription status, and I had to manually clean it all up. For credit

    • Zoho Sheet - Split cell diagonally fill half color

      is it possible to split a cell diagonally, fill different text in each half and ideally color them differently as well?

    • Calling Token API in Postman returning "error: invalid_client"

      Hello, I've been working on setting up an API to get data from zoho crm into a third-party application. I'm currently testing the setup in Postman, but I'm getting an error from the API to retrieve the access token. It keeps returning "error: invalid_client".

    • How to handle this process need using a Blueprint?

      See one minute screen recording: https://workdrive.zohoexternal.com/external/eb743d2f4cde414c715224fc557aaefeb84f12268f7f3859a7de821bcc4fbe15

    • bulk scheduling youtube shorts and facebook reels

      how do i flag the video as facebook reel rather than normal video, it's vertical, 20 seconds, yet still being posted as video on facebook for youtube, it's being rejected out right both videos are to standard, can be posted normally with normal scheduler

    • Invitation-Based User Access in Zoho Analytics

      Hello everyone, We’re rolling out an important update on how users are added to your Zoho Analytics Organization and Workspaces. Previously, when admins added users, they were automatically added to the organization. Moving forward, to improve security

    • Filtert products by multi select custom field

      Hello, this is seems like a must addition, why it can not be done now?

    • Multiple images

      Hi Is there a way to insert multiple images in one image record or any way that instead of one image, I could upload 5 to 10 images together. Looking forward for a solution. Regards

    • Zoho Projects - Custom Objects

      Hello, is there the ability now, or in the near future, to add custom objects to Zoho Projects? The requirement here would be to have the ability to track change requests to a project's budget. The idea here is to have the ability to create a custom Object

    • Access CRM Variables from Formula field

      Is it possible to use a CRM variable (defined in Developer Space -> CRM Variables) in a formula field for calculations ?

    • Announcing Bigin India Meetups Across 8 Cities: July 29 - Aug 07

      Hello Biginners, We've got some exciting news to share! We're hosting our first round of Customer Meetups for 2025 in India, from 29th July - 9th August. Whether you're a Bigin newbie or a seasoned pro, this is your chance to meet customers from your

    • Why isn't there an Expense description field / column?

      Hello! I'm new to Zoho Books and accounting. I'm surprised there isn't a proper expense description field (and column in the overview "all expenses" page)? I thought this was a given in accounting, as visualizing expenses facilitates tracking them down?

    • New in Zoho PDF Editor: Watermarks, password protection, signature collection, and more.

      Hi Zoho Sign users! We are delighted to introduce the latest enhancements to Zoho PDF Editor, designed based on user feedback and feature requests. This update enables you to reorder, extract, and rotate PDF pages, add watermarks, and collect signatures.

    • Cant't update custom field when custom field is external lookup in Zoho Books

      Hello I use that : po = zoho.books.updateRecord("purchaseorders",XXXX,purchaseorder_id,updateCustomFieldseMap,"el_books_connection"); c_f_Map2 = Map(); c_f_Map2.put("label","EL ORDER ID"); c_f_Map2.put("value",el_order_id); c_f_List.add(c_f_Map2); updateCustomFieldseMap

    • Printed Reports, Increase Font SIZE

      I need to send some printed copies of financial reports to my attorney. The reports print out with microscopic fonts. How do I increase the font size so that a normal human can read the text? Every other accounting app can do this so I imagine I have

    • Avoid email sending!

      Hello, Thanks you Zoho for the wonderful apps you provide. Question: Is there a way to disable sending emails when: - creating an estimate or billing. Thanks Tommy

    • Need to show discount before total after subtotal

      Need to show discount before total after subtotal on my estimate template (see attachment)

    • Email a "thank you" note for this payment is NOW checked by default

      Hello Team, Just noticed that Email a "thank you" note for this payment is now checked by default. I tried searching in Preferences and there is no way to turn this off. I do not want this to be the default. Is there a way to turn this off?

    • End-to-end services hours

      We are trying to determine the best method of quoting service hours on quotes but only present the sum amount to a customer, without losing the tracking of quantity of hours for invoicing purposes. Does anyone have a good method they have determined?

    • Specific Approval Question

      Hi everyone, Just a quick question here. I have located the "Approval Type" in the preferences, which is great, and I am sure we could make use of it. However, I am trying to understand how I can implement an approval "workflow". The business call it

    • Zoho Books - Show Discount Totals When Greater Than Zero

      Hi Books Team, I understand that to show or hide discount amount on a Quote or Invoice, I need to use different templates. It would be a great quality of life improvement for users if we had an option to show or hide the discount amount at line item and

    • Specifying a filename for Schedule Reports

      Is it possible to specify a filename to use with scheduled reports? For example: With a general ledger report, instead of general_ledger.pdf I would like to include the date the report was generated in the filename so it is called general_ledger_202

    • Need to upsert "Created Time" field in Leads Module

      I am in the process of implementing Zoho CRM for my business. I need to modify the "Created By' field to reflect the actual date/time the lead was captured in my original Excel file. Otherwise, my conversion velocity data will always be inaccurate, which

    • HTML for confirmation email

      Hi, After a prospect submitted the Zoho form, we want to send a confirmation mail. In this mail we want to add our email signature. However, while this is possible in Zoho CRM this doesn't seem to be an option in Zoho Forms. Also an html editor is not

    • Fire a webhook when the user gets access to portal

      Hello, We would like to know if there is any way in which we can automate a webhook call if the user accepts the portal invitation that Zoho sends by email. The customer module does have the option to trigger webhooks when a customer is created, updated,

    • Enable History Tracking for Picklist Values Not Available

      When I create a custom picklist field in Deals, the "Enable History Tracking for Picklist Values" option is not available in the Edit Properties area of the picklist. When I create a picklist in any other Module, that option is available. Is there a specific reason why this isn't available for fields in the Deals Module?

    • Creating Payrun summary by fetching values from the employee payruns and adding them

      I am trying to make a processing payrun module. I want on Form load to autofill payrun summary eg Total Deductions, Total employer contributions etc by fetching one value after the other in the employee payrun information. So it should loop through the

    • Feature Request - Zoho Books - Add Retainer Invoices to CRM/Books integration

      Hi Books Team, My feature request is to include Retainer Invoices in the finance suite integration with Zoho CRM. This way we will be able to see if retainer invoices have been issued and paid. I have also noticed that when the generate retainer invoice

    • Books <-> CRM synchronisation with custom Fields

      Hello, We are synchronising Books Customers with CRM Accounts. In CRM Accounts I set up last year a "segments" multiselect field shown below In Books, I set up a custom multi-select field with the same value as in the CRM And set up the synchronisation inside Books. Want to synchronise the Books Segments with the CRM Segments, but the later doesn't exist, and another non-existing is there ?! First, I don't understand where the field Segmentation is coming from. Second, I set CRM Segmentation to sync

    • Edit Reconciled Transactions

      I realize transaction amounts and certain accounts cannot be edited easily once reconciled, but when I audit my operational transactions quarterly and at the end of the year sometimes I need to change the expense account for a few transactions. To do

    • Request to Customize Module Bar Placement in New Zoho CRM UI

      Hello Support and Zoho Community, I've been exploring the new UI of Zoho CRM "For Everyone" and have noticed a potential concern for my users. We are accustomed to having the module names displayed across the top, which made navigation more intuitive

    • Sending campaigns from other server

      Hi, Is it possible to send campaigns from another server so customers can see mail direct from our company (Corrata) and not from ZCSend.net? Thanks, Tim

    • Edit a previous reconciliation

      I realized that during my March bank reconciliation, I chose the wrong check to reconcile (they were for the same amount on the same date, I just chose the wrong check to reconcile). So now, the incorrect check is showing as un-reconciled. Is there any way I can edit a previous reconciliation (this is 7 months ago) so I can adjust the check that was reconciled? The amounts are exactly the same and it won't change my ending balance.

    • Admin and Dispatcher Users show as Field Technicians in Dispatch Module?

      Hi Zoho, Our Admin and Dispatch user both show up as Fied Technicians / Field Agents in the Dispatch module, but they most certainly should not be assigned to any of the work orders and service appointments. These users are NOT service resources. How

    • Don't understand INVALID_REQUEST_METHOD when I try to post up an attachment

      When I make the POST request (using python requests.post() for files): https://www.zohoapis.com/crm/v8/Calls/***************01/Attachments I get this response: r:{ "code": "INVALID_REQUEST_METHOD", "details": {}, "message": "The http request method type

    • Zoho Payroll: Product Updates - June 2025

      This June, we’re taking a giant step forward. One that reflects what we’ve heard from you, the businesses that power economies. For our customers using the latest version of Zoho Payroll (organizations created after Dec 12, 2024) in the United States,

    • View Products (items) in Contact and Company

      Hi, I would like to know if there is an option to view all the products /(items) that were inserted in the pipeline deal stage for exemple "Win Pipeline" within the company and contacts module section? For instance, view with the option filter for the

    • Update subform dropdown field choices - on load workflow

      Hi, I have a "Check In" form that has "Contacts" subform and a "Tickets" subform. When the form is loaded, I want to populate one contact and the number of tickets. I want the "Contact" field in the "Tickets" subform to have the choice of "Contacts."

    • Upload Zoho Inventory Item Image by API

      itemID = item.get("item_id"); organizationID = organization.get("organization_id"); resvp = zoho.inventory.getRecordsByID("items",organizationID,itemID,"zoho_inventory_conn"); info resvp; image_file = invokeurl [ url: "https://t4.ftcdn.net/jpg/03/13/59/81/360_F_313598127_M2n9aSAYVsfYuSSVytPuYpLAwSEp5lxH.jpg"

    • Salesforce to Zoho One Migration

      HI, I am about to start a migration from Salesforce to Zoho One I would like to know the best practise for this, my current thoughts to the approach is 1) Create fields, modules as required for migrating data 2) migrate Data 3) go live Will this approach

    • Next Page