Étude de cas
Field Service Management Optimization with Zoho FSM & Zoho One (Project Scope)
This project scope document outlines the implementation of Zoho FSM for Yan Concession, an automotive dealership managing aftersales and field service operations.
The objective of the project was to structure service requests, optimize technician dispatch, enforce SLA compliance, and provide full operational visibility through the Zoho One ecosystem.
Customer Background
Yan Concession operates as an automotive dealership providing maintenance and aftersales services to a growing customer base.
Service operations involve multiple technicians, time-sensitive interventions, and strict quality and response-time expectations.
Project Background
As service volumes increased, Yan Concession relied on manual planning and fragmented tools to manage work orders and technician schedules.
This approach limited scalability, increased SLA risks, and reduced management
Duration of the Project
Project Start Date: Defined during kickoff
Project End Date: Defined based on phased rollout and validation
Problem Statement
Before the implementation, Yan Concession faced several operational challenges:
- Manual dispatching of technicians
- Limited visibility on work order status
- Difficulty tracking SLA compliance
- Fragmented customer and service history
- Limited reporting on service performance
Statement of Work
The agreed scope of work included:
- Zoho FSM setup and configuration
- Definition of service request and work order workflows
- Technician management and scheduling
- SLA definition and enforcement rules
- Integration with Zoho CRM within Zoho One
- Dashboards and reporting for operations management
- User training and change management
Deliverables
- Configured Zoho FSM environment
- Structured service and work order workflows
- Technician scheduling and mobile enablement
- SLA monitoring dashboards
- User documentation and training materials
Solution Overview
Zoho FSM was deployed as the core platform for managing aftersales and field service operations.
Integrated with Zoho CRM, the solution ensured a unified view of customers, vehicles, and service history, while enabling real-time operational control.
Third-Party Integrations
No critical third-party integrations were required for this phase.
The solution leveraged native integration between Zoho FSM and Zoho CRM via Zoho One.
Outcomes
- Improved technician dispatch efficiency
- Better adherence to SLAs
- Reduced manual coordination and follow-ups
- Full traceability of service requests and interventions
- Enhanced customer satisfaction through faster service response
Zoho Team Involved
Zoho Partner Support was consulted for best practices related to FSM configuration.
