ZOHOソフトを使ったオンライン作業のご報告
こんにちは
当社はパソコン修理メンテナンスなのですが、2月末より対面作業をいっさいやめましたので
当然売り上げは激減なのですが、台湾がSARSの時に痛い目にあったので
政府よりはるかに早く自粛を決断しました
その為、業務のオンライン化もいままではZOHOでバックオフィスは実現していたのを
実務（パソコン修理・メンテナンス）まで、早くオンライン化の算段をたてて、ようやく形になってきましたのでここにご報告いたします。
まずお
１．電話いただいたものはTWILIOまたはSKYPEで複数人が同時に電話対応ができる
２．次にLINEまたはCliqでチャットに導く（ここからお問い合わせいただくこともある）
３．症状別に対応する（トリアージ！）今回は対面ができないので物理的修理は懇意のPCショップを紹介
（ここで売り上げの減少につながるので現状では仕方ないので政府の200万円で補填？）
４．それからオンライン修理・メンテナンス可能なものはZOHO BOOKINGでお客様に予約をしていただく
５．ZOHO LENSまたはAssistでお客様のスマホで機器の状態をみて、操作を支持してお願いする。
（ZOHO LENSは画質が荒くまだまだ、LINEも活用する）
６．お客様のPCにZOHO Assistをインストールしていただく
７．ここからはAssistでこちらから遠隔操作で何でも可能になる
８．作業が終わればZOHO CRMで報告書作成送付、BOOKSで請求書作成送付
（Assistでつながっているのでお客様のPCに請求書を表示してSrripe決済までしてもらう）
９．Stripeは日本の住所の決済が厳しくうまくいかない場合はFlowで顧客情報を共有しているSquare決済に切り替える
１０．Booksでお礼状が送られる
メリット
いままでより出張サービスで奪われる時間がコストダウン
コロナでなくても対面は双方疲れるが今回Assistでビデオチャットができたので対面を補いお互いに楽
お客様が一緒に（多少操作してもらうの）共同作業することで顧客満足度も高い（意外！な効果）
他にメリットはあげればきりがない
デメリット
物理的修理ができないので損失は大きい
しかし丁寧に他社を紹介することで次回以降また相談いただきオンラインでできることは受注につなげたい
実際に見えないという不安、手で触れないもどかしさは残るが慣れの問題かもしれない
まとめ
業種よってことなるとは思いますが、ZOHOの優れたソフト群と他社の決済やコミュニケーションアプリなどとうまく組み合わせることで、リモートワークでの売り上げにつなげることはできるのかもしれません。
もし、詳細を知りたい方はご連絡ください 有限会社 西尾システムコンサルタント 西尾真言
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