Field Service Management – Business Operations Strategy, Software Implementation

A company using outdated custom software faced inefficiencies with manual tasks, poor integrations, and limited offline functionality for field technicians. By implementing Zoho One, they streamlined workflows, automated tasks, improved technician access to job details, and scaled operations without increasing staff, achieving significant cost savings.

Challenge

The client had been using custom software they developed several years ago. However, the software was difficult to integrate with other platforms and had become cumbersome to use. Staff were spending excessive time on data entry and administrative tasks. Additionally, technicians in the field were severely impacted by the system’s poor offline functionality.. 

Solution

After a comprehensive discovery process, we reorganized the company’s structure and implemented streamlined workflows across all departments. We introduced Zoho One, incorporating automation and integration across all teams to enhance efficiency.

Result

      • Each employee gained a clearer understanding of their role.
      • The workflow process was streamlined so that service calls followed an efficient pipeline.
      • The software automated many manual tasks, including scheduling recurring work orders.
      • Technicians could easily access job details and see the required materials for each work order.
      • Automated reporting and invoicing were implemented to reduce administrative tasks.
      • Clients were provided access to historical work orders and reports, lowering the administrative team’s workload.
      • The company was able to scale without hiring additional staff, resulting in significant cost savings.
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