Let us consider for example the case of Hot&Cold, a company in Santa Rosa, CA that offers HVAC (heating, ventilation, and air conditioning) services. The services by Hot&Cold include HVAC installation, maintenance, repairs, and retrofit. Its workforce of over 50 experienced and certified agents cater to the needs of homes and businesses alike. Hot&Cold has been grappling with disparate software systems that they have been using to handle scheduling of appointments, invoicing, and payments. Their work was also hampered by the use of paper forms whose handling and maintenance involved a great number of the call center agents, often resulting in lost business.

Zoho FSM is an ideal fit for companies like Hot&Cold, which would substantially benefit from a solution that automates their end-to-end field processes.

By adopting Zoho FSM, all the stakeholders of Hot&Cold can gain necessary visibility over tasks and information that are relevant to their roles and responsibilities. Irrespective of the size of your team, your geographical expanse, employee types, or services provided, Zoho FSM will be the right choice to fast-track your business to greater success.

‌Streamline field operations: Automation of work order management helps streamline incoming service requests and eliminate redundant manual work. You can assign work to the right agent based on skill and location and expedite handling of commonly requested services. You can also efficiently manage invoices, quotes, and all back office operations.

Improve agent productivity: The FSM Mobile App for agents help them to keep track of their appointment details, create service reports, raise invoice and receive payment. The app also aids in engaging with the customer, procuring the required parts needed for the service, and navigating to the service location. The work can be assigned to the nearest agent thereby decreasing delay in reaching the customer's place.

Efficient team management: Zoho FSM offers a multi-user environment by supporting different profiles: Administrator, Call Center Agent, Dispatcher, Field Agent and Limited Field Agent.  Additionally, you can manage service teams through Crews. You can manage multiple service areas like geography, departments, and commerce, using Territory management. Above all, Skills help segregate and manage agents.

Impress your customers: You can engage with customers over multiple channels, via emails, and phone. Customers can make payments for services rendered either through online or offline mode. They can also choose to cancel or reschedule service appointment based on their convenience.