Integrating Zoho FSM with Zoho CRM
Zoho FSM for Zoho CRM is a must-have extension for increasing collaboration between your sales and service teams. It can benefit the sales and service teams by providing them with a consolidated view of customers, enabling quicker and more efficient resolution for customers, thus allowing for a more strategic approach to engage customers and drive sales. As the extension facilitates syncing of data between Zoho FSM and Zoho CRM, it also minimizes the need for repetitive data entry. It automates and streamlines operations between Zoho FSM and Zoho CRM, freeing up your team to concentrate on more valuable tasks, and improving accountability and transparency across the organization.
Functionalities
This extension offers the following functionalities:
- Access and generate records for Zoho FSM modules within Zoho CRM
- Generate records for Zoho FSM modules within Deals, and Sales Orders
- Create Deals, and Sales Orders in Zoho CRM using Zoho FSM data
- Data sync between Zoho CRM and Zoho FSM
Based on how the data sync is accomplished, the Zoho FSM for Zoho CRM extension comes in two variants:
- The records between Zoho FSM and Zoho CRM is synced directly. This is applicable when your Zoho CRM organization is not integrated with Zoho Books/Invoice organization.
- The records between Zoho FSM and Zoho CRM is synced via Zoho Books/Invoice. This is applicable when your Zoho CRM organization is integrated with Zoho Books/Invoice organization.
Help Documentation
Use case
Through an use case, let us understand how Zoho FSM for Zoho CRM can be used to its fullest. Let us consider for example the case of Hot&Cold, a HVAC (heating, ventilation, and air conditioning) company that provides on-site installation and maintenance services for their products. Customer contacts Hot&Cold for installation of a new air conditioning system. The customer and the company agree on a deal that includes the price and any other requirements of the product/service. A Deal is created in Zoho CRM that includes all the details such as customer details, product configuration details, and pricing. From the Deal, an Estimate is created and shared with the customer. Once the customer approves the Estimate, the sales team creates the Sales Order in Zoho CRM. After the Sales Order has been approved, from it a Work Order that outlines the details of the customer order can be created in Zoho CRM. From the Work Order, a Service Appointment is scheduled in Zoho FSM for the air conditioning installation. A agent from the company will arrive at the appointed time and date to preform the installation. Subsequent step involve invoicing the customer, collecting payment from them directly or any other payment method. Follow up work orders can be created to provide periodic maintenance. Thus, Zoho FSM for Zoho CRM is a powerful tool for your sales and service teams to seamlessly work together.
Benefits
Improved Collaboration: Zoho FSM for Zoho CRM provides an unified view that enables the sales team to use Zoho CRM and the service team to use Zoho FSM concurrently. Within each Account or Contact record in Zoho CRM, you can view the associated transactions (Requests, Estimates, Work orders, and Service Appointments) created for it. Thus, you gain a comprehensive view of the business operations. This allows for tracking of customers throughout the entire customer experience, from lead to close, and provides insights into customer data that would have been impossible to get before.
Improved Lead Management: Integrating Zoho FSM and Zoho CRM can help your sales and service teams better target leads. Since Zoho FSM for Zoho CRM enables you to contextually view the activities (Requests, Estimates, and Work orders) carried out for a Deal, you can glean how to best approach the lead, whom to assign the lead, and what services the lead will need. This will allow the sales and service teams to provide timely solutions and customize offers based on the specific needs and requirements of each lead, ensuring a higher conversion rate.
Consistent Customer Interactions: Zoho FSM for Zoho CRM fosters seamless customer service thereby ensuring consistent customer interactions. By having access to a unified view of most up-to-date customer data, sales and service teams can deliver accurate, effective, and timely customer service, improving overall customer satisfaction. For every Sales Order you process for an Account, you can quickly create Assets, Requests, Estimates, and Work orders. Such consistent customer interactions make the customers feel more valued, and the relationship between them and the company generally increases.
Streamlined Support Processes: Integrating Zoho FSM and Zoho CRM allow a streamlined support process for quicker and more efficient resolution. Customers don’t need to provide data repeatedly as the systems record and share information, meaning faster resolution times and increased customer satisfaction. By combining the data from both applications, businesses can quickly address customer requests and inquiries by leveraging their knowledge of customer history and service requests. The details of Requests, Estimates, Work orders, and Service Appointments in Account or Contact records in Zoho CRM can be used to check customer service histories, analyze performance, and inform future decisions.
Upgrade Extension
To upgrade the extension, do the following:
- Navigate to Setup > Marketplace > All.
- Click the Installed tab, and click Details for Zoho FSM.
- Click Update V.0.
- Click Continue to Upgrade.
You can also upgrade the extension from the Zoho Marketplace.
Uninstall Extension
To uninstall the extension, do the following:
- Navigate to Setup > Marketplace > All.
- Click the Installed tab, and click Uninstall for Zoho FSM.
- Click Ok in the confirmation message.
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