I operate a business that provides email and telephone technical support initially, however if a fault cannot be resolved this way we send a technician to site. Currently this process is quite disjointed using Zoho - we have to log the initial enquiry in Support and then schedule a site visit in CRM and finally invoice in Books. It would be great if Zoho looked to integrate a number of their platforms to create a comprehensive field service management software solution such as
http://www.synchroteam.com/
Zoho has all of the necessary platforms, they just need to be integrated better.
- Initial call/email and associated office based support gets logged in Support.
- If the problem cannot be resolved remotely the ticket can be converted into a calendar appointment.
- Whilst onsite the technician can record vital data and work carried out using something like Forms.
- Finally, all of the information recorded in a form including time entry can be easily converted into an invoice, at which point the support ticket is closed will all associated data attached to it.
Is this something you have considered? What is the likelihood of it happening? Whilst Synchroteam is good, Zoho CRM and Books is far superior so I think you would have a large uptake by creating your own version.