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

• Topic Participants

• Kinjal Lodaya

  

• 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

• Unable to Receive Emails on Zoho Mail After Office 365 Coexistence Setup – Error: 553 Relaying Disallowed

  Hello, My domain name is bigniter.com, and I’ve been using Zoho Mail as my email service provider without any issues. Recently, I followed the steps outlined in the Zoho documentation to enable Coexistence with Office 365: 🔗 https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html#multi-server

• Candidate Registration/Invitation

  It would be great to include the 'invite' candidate functionality into some of the automation functions - ether through a custom function trigger or webhook or accessible through an email template.  Currently there is no way to add this functionality into any workflows or blueprint steps which, I find limits the ability to invite candidates to engage with us directly through our candidate portal. 

• [Free Webinar] Learning Table Series - Creator for Infrastructure Management | A Partner-driven collaborative session

  Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About the Learning Table Series The Learning Table Series is a free,

• Where we can change the icon in social preview

  Hi, we changed our logo, and the image that appear in preview (ex : when we post a appointment link somewhere) is still our old logo. I did change our logo in the org setting. https://bookings.zoho.com/app/#/home/dashboard/settings/basic-info?clview=false

• I have error AS101 when I try to add paypal@mydomain.com to Zoho

  Please help me with this. I tried to call the help line 4 times but don't get any response.

• VAT on Multiple Expenses

  Firstly, might I say I am based in Ireland, and I'm not an accountant, and therefore my understanding of procedures could be somewhat limited. Scenario. An employee pays for items throughout a month, and therefore their claim for expenses includes multiple items - some of the items are VAT deductible (eg, an IT product) and some are not (eg, a client lunch). Discovery The odd thing in ZBooks, is that whilst it seems possible to add a VAT rate to a one-off item of expense, it is not possible to add

• Agent assignment filter?

  Godo day, We are starting to play with FSM to see if it's going to work for our needs. Now so far we have found that it's very restrcitve in the field department you you have layout rules or can't even hide fields depending on the users roles. We can't

• DKIM Now Mandatory - Changes to Zoho Forms Email Policies

  Hello Zoho Forms Users, This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Forms account. This year, we are doubling down on our commitment to deliver a secure, seamless, and empowering

• is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

  so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

• Kiosk Page Refresh

  We have a Kiosk running from a button in contacts to update values and also add related lists, which works great, but when the kiosk is finished the page does not refresh to show the changes. Is there a way to force the contact to refresh/update when

• Tips & tricks: Make SalesIQ automations work for you

  Every day, thousands of visitors land on your website. Some browse, some buy, and some leave without a word. But, wouldn’t it be great if you could automatically know who’s interested, engage them at the right moment, and never miss a lead, and all this

• Add Custom Reports To Dashboard or Home Tab

  Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad

• Digest Octobre - Un résumé de ce qui s'est passé le mois dernier sur Community

  Chers utilisateurs, Faisons le point sur les temps forts du mois d'octobre au sein de notre Community Zoho France. Partager des informations sensibles, comme des mots de passe, peut vite devenir compliqué et risqué. Les données circulent par email ou

• How do I fully delete a user account

  Hi, I have two old accounts on my CRM which are inactive and show as 'Closed' in the list of users. BUT they are basically still there. How do I fully delete these accounts? They appear in some parts of CRM still such as the on the contact record emails

• Automatically Add Recurring Zoho Meeting Events to Zoho Calendar / Zoho Meeting Calendar

  Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement regarding recurring meetings created inside Zoho Meeting. At the moment, when we schedule a recurring meeting in Zoho Meeting, it does not appear in Zoho Calendar

• Credit Management: #6 Tackling Common Mistakes in Credit Based Billing

  Businesses extend credit to build relationships, make buying easy, and drive more sales. But somewhere between extending and collecting, things begin to slip. A few late payments here and there, an overlooked invoice, and a backlog make cash flow feel

• Tasks Statuses

  Hi, The task status "Completed" is a final status which closes the task. We need to have a status "Cancelled". However, when the status is set to "Cancelled", the task prompt still has a blue button to Close Task. When the customer clicks that and closes

• Updating Blueprint stage from my Deluge function

  Hi all, I need to update the blueprint stage. Its almost working, but ONLY if the current Deal stage is 'Closed Lost'. On any of my custom stages that Ive specified in the pipeline it doesnt work! My code: dealmap = Map(); deal_stage = deal.get("Stage");

• Canvas: is it possible to have a fixed header?

  Hello. Does Canvas provide the option to have a fixed header, similar to the standard view? It would also be interesting for other parts of the interface, like the header or sidebar of the tab section. Thanks!

• Limited layout rules in a module

  There is a limit of 10 layout rules per module. Is there a way to get that functionality through different customization or workflow + custom function (easily accessible), etc. Having just 10 is limiting especially if module contains a lot of data. Are

• dealing with post dated cheques

  Hi, can you help me please the best way to deal with this We sell an item of three months duration that is paid for with post dated cheques in monthly stages example - item is sold £3000 Cheque 1 is for £1000 due at time of sale (say Sept) cheque 2 is dated 25th of next month (Oct) cheque 3 is dated 25th of next month +1 (Nov) Now, with invoice number one it's simple - i send a standard invoice as usual But with the other two here's what i want zoho to do next month i want it to send an invoice on

• Using Contains as a filter

  We are using Zoho Reports, ServiceDesk Plus analytics. I do not see how to create a report filter using Contains comparison of a string values, is one string contained in another. For example, Task Title contains the word Monitor. Is this possible in Zoho Reports?  This reporting feature is available in SDP reporting. Thanks in advance, Craig Rice

• Set off Unearned Revenue

  Hi, I would like to get a clarification on the below. I have an opening balance of BD.725/- in my Unearned Revenue A/c which includes the overpayments of 6 clients. No One of my clients settled his invoices by paying the value of the invoice less the

• How Zoho Desk contributes to the art of savings

  Remember the first time your grandmother gave you cash for a birthday or New Year's gift, Christmas gift, or any special day? You probably tucked that money safely into a piggy bank, waiting for the day you could buy something precious or something you

• Add Webhook Response Module to Zoho Flow

  Hi Zoho Flow Team, We’d like to request a Webhook Response capability for Zoho Flow that can return a dynamic, computed reply to the original webhook caller after / during the flow runs. What exists today Zoho Flow’s webhook trigger can send custom acknowledgements

• When moments in customer support get "spooky"

  It’s Halloween again! Halloween is celebrated with spooky symbols and meanings based on history and traditions, with each region adding its own special touch. While we were kids, we would dress up in costumes along with friends, attend parties, and enjoy

• email moderation issue when email is sent in the name of a mail group

  Symptom: an email that is sent by a mail group moderator in the name of a moderated mail group is held back for approval. Reproduction: Create a moderated mail group with members and moderators. Allow that mails can be sent in the name of the group (extended settings). Send an email to the group as a group moderator, but in the name of the group. This mail is held back for moderation which is unexpected. Expected: A mail sent by group moderator to a moderated group are not held back for moderation

• Questions about Zoho mail

  Hello, I had up until recently, the free version. I got a warning message that said, "The user account (Redacted email address) 6.02 GB in your organization is almost nearing the allocated storage of 5.00 GB. If the storage exceeds the allowed limit,

• How can I delete duplicate transactions?

  I want to delete the duplicates not simply exclude them. I have duplicates, because I had automatic bank feeds turned on (had to make sure this critical functionality was working before migrating to Zoho). Now when I import my csv's exported from Wave,

• Multiple email addresses

  Multiple email addresses: I understand there is the ability to add an additional email field to a contact, but the functionality here needs to be drastically revised. Currently, this second email address does not log under the contact email history, nor is it available as a send address when using the Send Mail button within CRM. We recently migrated from GoldMine. I hate GoldMine, but there is one thing they did well: Email. I suggest copying them. Change the email field to an editable picklist,

• ViewID and Zoho Desk API

  I'm looking at the documentation for Listing contacts and it looks like you can filter by ViewID. I assume this is views created in a department or all departments. Is this correct? And if so, how do I find the ViewID for that view? EDIT: I see the view

• Ability to Link Reported Issues from Zoho Desk to Specific Tasks or Subtasks in Zoho Projects

  Hi Zoho Desk Team, Hope you're doing well. When reporting a bug from Zoho Desk to Zoho Projects, we’ve noticed that it’s currently not possible to select an existing task or subtask to associate the issue with. However, when working directly inside Zoho

• Print Tickets

  We have field engineers who visit customers. We would like the option to print a job sheet with full details of the job and account/contact details.

• Zoho Desk integration with Power BI

  Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack

• Ability to Attach Images When Reporting Issues to Zoho Projects from Zoho Desk

  Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to report bugs directly from support tickets into the Zoho Projects issue tracker. This integration is extremely useful and helps us maintain smooth coordination

• Ability to Choose Task List and Add Subtasks When Creating Tasks from Zoho Desk

  Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to seamlessly connect customer tickets with project tasks. While the integration works great overall, we noticed two important limitations that affect our workflow

• Sync Task Status from Zoho Projects to Zoho Desk

  Hi Zoho Desk Team, Hope you’re doing well. We’re actively using the Zoho Desk–Zoho Projects integration, which helps our support and project teams stay aligned. However, we noticed that when we change a task’s status in Zoho Projects, the change is not

• Default/Private Departments in Zoho Desk

  1) How does one configure a department to be private? 2) Also, how does one change the default department? 1) On the list of my company's Zoho Departments, I see that we have a default department, but I am unable to choose which department should be default. 2) From the Zoho documentation I see that in order to create a private department, one should uncheck "Display in customer portal" on the Add Department screen. However, is there a way to change this setting after the department has been created?

• Zoho CRM IP Addresses to Whitelist

  We were told to whitelist IP addresses from Zoho CRM.  (CRM, not Zoho Mail.) What is the current list of IP Addresses to whitelist for outbound mail? Is there a website where these IP addresses are published and updated?  Everything I could find is over

• Color of Text Box Changes

  Sometimes I find the color of text boxes changed to a different color. This seems to happen when I reopen the same slide deck later. In the image that I am attaching, you see that the colors of the whole "virus," the "irology" part of "virology," and

• Next Page