Bienvenue à Zoho FSM : l'optimisation des opérations locales qui offre une expérience de service impeccable

Bienvenue à Zoho FSM : l'optimisation des opérations locales qui offre une expérience de service impeccable



Nous sommes ravis de vous présenter Zoho FSM, la plateforme de gestion des services terrain de bout en bout.
 
Les solutions de gestion des services locaux s'adressent aux organisations qui effectuent des activités d'installation, de réparation et de maintenance chez le client. Ces derniers doivent gérer efficacement les ressources et l'expérience client pour offrir la meilleure satisfaction client possible. Cela nécessite une conception assidue, une supervision constante et des opérations efficaces.
Une journée typique dans le domaine des interventions commence par une demande d'un client. Ils reçoivent de nombreuses demandes dont le degré de priorité varie. Il incombe aux agents d'établir des programmes qui tiennent compte du temps préféré des clients et des engagements en cours des agents. Afin d'exécuter leur travail efficacement, ils doivent disposer de toutes les informations nécessaires, telles que le lieu, le type de service, les pièces, les outils et l'équipement nécessaire. Les gestionnaires doivent également être au courant du travail effectué et, enfin, un système de facturation et de paiement adéquat leur permet d'achever le service.

De nombreux prestataires de services s'efforcent de gérer efficacement la productivité de leurs agents. Les outils existants répondent rarement à leurs besoins, ce qui les oblige à utiliser plusieurs logiciels ce qui n'est pas optimale. Il est donc indispensable de disposer d'une solution FSM robuste.
 


Zoho FSM est une puissante plateforme de gestion des services locaux dotée d'une gamme de fonctions visant à améliorer les différents éléments de votre travail. Elle prend en charge la gestion des bons de travail, des clients, la planification, la gestion de la main-d'œuvre, la facturation, les paiements et la gestion des stocks. De plus, Zoho FSM est conçue pour s'adapter à diverses industries grâce à des éléments de personnalisation et à des capacités d'intégration.

Principaux atouts de Zoho FSM

Gestion de l'ensemble des opérations au sein d'une seule plateforme

De la demande de service initiale à la facturation, sans oublier la création de bons de travail et la répartition des ressources, Zoho FSM simplifie ces processus afin d'optimiser les opérations. Il est possible de créer des devis et de les envoyer par la poste au client pour approbation. Au cours de la planification, suivez la présence des agents locaux et triez-les en fonction de leurs compétences afin d'envoyer la bonne personne pour le travail à accomplir. Avec Zoho FSM, vous pouvez également diviser les services complexes en tâches plus petites pour faciliter la planification. En ce qui concerne la facturation, elle se fait en quelques clics. Zoho FSM prend également en charge plusieurs devises, des passerelles de paiement en ligne, et plus encore.


Une communication et collaboration efficace

Les canaux sécurisés de communication et de collaboration avec les agents en déplacement sont essentiels pour toute entreprise de services extérieurs. Zoho FSM y répond avec son application mobile qui permet aux agents de tenir l'équipe au courant de leur emplacement, de leur journal de bord, de leurs feuilles de temps et de leurs pauses, même lorsqu'ils sont en déplacement. L'application fournit également aux agents toute l'information sur le client et le service demandé. Elle leur permet également d'ajouter des notes et des photos du lieu d'intervention. Pour une communication efficace avec le client, des mises à jour automatiques s'affichent à chaque étape du processus de service. Une fois le travail terminé, les agents peuvent envoyer des rapports de service et recevoir les commentaires des clients via l'application mobile.


Meilleure productivité grâce à une meilleure gestion de la main-d'œuvre

Zoho FSM offre une solution multi-utilisateurs qui facilite la gestion d'équipes larges et diversifiées. Des profils uniques avec différents niveaux d'accès créent une plateforme sécurisée permettant à l'équipe de travailler à son plein potentiel. Les profils d'utilisateurs par défaut sont des "Agents de centre d'appel", "Dispatchers", "Agents locaux", "Agents locaux restreints" et "Administrateurs". Zoho FSM permet également de créer des profils personnalisés avec des niveaux d'accès modifiés pour s'adapter à la structure organisationnelle.


De plus, les agents locaux peuvent être triés en fonction de leur expertise et de leur présence géographique, et regroupés pour former des équipes. Zoho FSM donne aussi un aperçu des tâches quotidiennes des utilisateurs, de leurs déplacements et de leurs congés, ce qui permet aux agents de créer des calendriers sans conflit.

Personnalisation et optimisation de Zoho FSM

Zoho FSM comporte des composantes de personnalisation qui permettent de personnaliser l'expérience et d'ajouter des éléments fonctionnels. Il supporte l'automatisation, avec des règles de workflow qui déclenchent des actions. Il permet d'automatiser les notifications e-mail, les mises à jour de champs, développer des fonctions personnalisées, afin de communiquer et de collaborer avec des applications tierces.


Zoho FSM s'intègre à d'autres applications Zoho et tierces pour que l'organisation fonctionne de manière optimale. Zoho FSM associé à Zoho Invoice s'occupe de la facturation. L'extension Zoho FSM pour Zoho CRM permet de fusionner les ventes et le service local. Il est possible de consulter les enregistrements FSM de façon contextuelle dans Zoho CRM et de créer de nouvelles demandes, de nouveaux bons de travail et de nouveaux actifs à partir de divers modules CRM.
L'intégration de Zoho Inventory permet d'identifier et de suivre les stocks dans plusieurs entrepôts, ce qui garantit que les agents disposent toujours des bonnes pièces pour le travail à effectuer. De plus, les API REST fournies par Zoho FSM facilitent l'intégration avec des applications tierces. 
​
Zoho FSM propose une tarification flexible basée sur le nombre de consultations que vous créez chaque mois. 
Essayez Zoho FSM dès aujourd'hui.
Pour plus d'informations, consultez https://www.zoho.com/fsm/

L'équipe Zoho France

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