Zoho CRM + Zoho FSM : alignez vos équipes commerciales et techniques

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

    • 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

    • Zoho Desk API - Influence which layout is used

      Hello, how can the ticket layout be changed using the API? I would like to choose the layout directly when creating the ticket. If this is not possible, my question would be how can I change it afterwards? Best regards, Sven

    • Auto-Invite Users to Portals in Zoho CRM based on Conditions

      Hello Everyone, You can now automate portal invitations in Zoho CRM with the new Auto-Invite users feature in Portal management. No more manually enabling portal access one by one. With this enhancement, you can automatically send invites for users to

    • Ticket Status email

      Good day, This was discussed in the past, but it would be helpful if we could have the system assign a custom response to a status. We have various statuses for tickets, e.g. "closed due to no response", or "Pending Status", it would be helpful for the

    • Has CSS Changed for Common Elements?

      I noticed today that the standard title headings on my Forms and Reports display smaller in size than before. Google Dev Tools (attached), seems to confirm my suspicion. Something appears to be overriding the 1.375rem to 1.125rem. The font size on the

    • Text field alignment

      Is it possible to align text in the text field? Or even better, is there a possibility to have a field which accepts only numbers?

    • 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

    • Pipeline in Custom Modules

      I love the way the Sales Pipeline looks and functions with reports. I would like to add the save pipeline features and visualization to a custom module, however, I only see that these pipelines are only available for the Deals module. Is there a way to add pipelines to custom modules?

    • Duplicate customers being created in Desk

      Hi I've trying to work out why I've getting duplicated customers being created in my desk. I have an external booking system that generates an email when I get a customer booking a job. A booking email gets sent to Desk where I manage the booking and

    • Turn off Knowlege Base Follow options and Follower lists

      Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer names

    • Tip #53- Remote Billing: Your End-to-End Billing Solution in Zoho Assist- 'Insider Insights'

      Manual invoicing, after every remote support session, can be time-consuming and often error-prone. As an MSP, IT admin, or even a freelance support technician, it may become overwhelming to keep track of session time, service rates, and client invoices.

    • Record history and ticket interaction tab in contacts and accounts

      Hello everyone! We have improved the History tab to help users trace updates in the interaction activity logs of the Contacts and Accounts detail pages in the Customer Module. This enhancement make it easier to get clear details about who made each update,

    • issue with deluge script

      i used chat gpt to build this script and I am getting 2 errors which I cannot figure out how to fix: void monthly_sales_order_generation() { try { // ---------------- CONFIG ------------------- analytics_url_1 = "https://analytics.zoho.com/api/<workspaceID>/report/<reportID1>/data";

    • Is there an API to "File a Ticket" in Desk

      Hi, Is there an API to "File a Ticket" in Desk to zoho projects?

    • Zoho Desk View Open Tickets and Open Shared Tickets

      Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).

    • Keyboard UX for Assemblies

      The new Assembly module has a counter-intuitive behavior that ought to be corrected. When an Assembly is ready to be entered, there are two options given, the blue-highlighted "Assemble" and the gray "Save as Draft". This correctly implies that the normal

    • Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually

      Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able

    • Cliq iOS can't see shared screen

      Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

    • How to Move Behavior, Acquisition, Polls & Forms Data from Zoho PageSense to Zoho Analytics?

      Hi Zoho Community, I'm looking for a way to transfer data from Zoho PageSense to Zoho Analytics, specifically: Behavioral data (clicks, scrolls, heatmaps, etc.) Acquisition data (traffic sources, campaigns, etc.) Polls and forms data As far as I can tell:

    • Why can't I see images uploaded by other users in the Library for Campaigns

      We are several users of zoho Campaign. I have uploaded visuals of our company, but my team members can't see them.

    • zoho sheet stuck

      I Need help. ZOHO sheets stuck on the loading screen. I've already deleted the system cache and cookies of my browser (google chrome) but it's still not opening. 

    • Future Orders - Due Date

      Hi In my role, I can receive tickets where the work required is requested months in advance. Using a Future Orders option, which I believe was setup under the On Hold status type, hides the Due Date, in all views/ticket etc. Whilst I understand the reasoning

    • Tip of the Week #78 – Cut response time with multichannel shared inboxes

      If you’ve ever felt your team juggling between multiple email accounts, social pages, and chat apps just to reply to customers, you’re not alone. Managing conversations in multiple channels can quickly turn messy. Important messages across inboxes, replies

    • Need a way to run a client script longet than 10 seconds

      By The Grace of G-D. Hi, Currently, Client Scripts are Timing out at 10 seconds. We have complex logics that needs more time. Can you add a feature request to increase the timeout?

    • FSM - Associating and selecting Contacts based on Service Addresses

      Hi FSM team, I've come across an FSM limitation I wanted to share for improvement. I'm currently configuring FSM for a client who provides heating system install and maintenance services. The are often sub contracted by building management companies to

    • Exciting Updates to the Kiosk Studio Feature in Zoho CRM!

      Hello Everyone, We are here again with a series of new enhancements to Kiosk Studio, designed to elevate your experience and bring even greater efficiency to your business processes. These updates build upon our ongoing commitment to making Kiosk a powerful

    • FSM Improvement Idea - Show an Import button when there is no data

      I am setting up FSM for a client and I noticed that there is no option to import data, see screenshot below. Even when you click Create Contact there is only an option to Import from Zoho Invoice. It is only after you add at lease 1 record that the Import

    • Unable to Send Different Email Templates for Different Documents in Zoho Sign

      Hello Zoho Community, I am facing a limitation with Zoho Sign regarding email notifications sent to customers when a document is sent for signing. Currently, whenever I send any template/document for signing, the email notification that goes to the customer

    • Timeline Tracking Support for records updates via module import and bulk write api

      Note: This update is currently available in Early Access and will soon be rolled out across all data centers (DCs) and for all editions of Zoho CRM. The update will be available to all users within your organization, regardless of their profiles or roles.

    • How to change position button transtition of Blueprint?

      Hi Everyone, Look at my screenshoot, it is possible move the reject button to the right? I couldn't find that setting in the blueprint. Thank you.

    • UI Improvement - Ability to Collapse Flow

      The UI for Flow is generally pretty good. However, when multiple decision trees are used, the layout can get pretty convoluted and hard-to-follow (see one of my Flows below): In these cases, even the auto-arrange fails to make this something that a normal

    • 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

    • Add Lookup Field in Tasks Module

      Hello, I have a need to add a Lookup field in addition to the ones that are already there in the Tasks module. I've seen this thread and so understand that the reason lookup fields may not be part of it is that there are already links to the tables (

    • Create New Tasks Layout in CRM

      I am able to do this in Leads, Contacts, Meetings, Calls - every other module, but cannot create a new layout in tasks. I have the appropriate access but it's simply not appearing as an option. Only "Standard" option shows. Please help!

    • Whatsapp Connection Status still "Pending" after migration

      Hello, I migrated my WhatsApp API to Zoho from another provider a day ago. So far the connection status is still “Pending”. There is a problem? How long does it usually take?

    • Meet Canvas' Grid component: Your easiest way to build responsive record templates

      Visual design can be exciting—until you're knee-deep in the details. Whether it's aligning text boxes to prevent overlaps, fixing negative space, or simply making sure the right data stands out, just ironing out inconsistencies takes a lot of moving parts.

    • Multi file upload

      Hi, I just wonder if one could upload multiple files in one shot, say between one and three files, without adding multiple File Upload fields? Thanks, Alalbany

    • Using IMAP configuration for shared email inboxes

      Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

    • Zoho CRM for Everyone's NextGen UI Gets an Upgrade

      Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everything

    • Auto-sync field of lookup value

      This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.

    • Zoho Recruit Subscription

      Hello Zoho Recruit Team, Good day! I would like to inquire about your recruitment subscription plans and would also like to verify the current subscription our company is enrolled in under Zoho Recruit. Thank you, and I look forward to your response.

    • Next Page