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One connected Zoho flow from the first WhatsApp enquiry to the technician visit and the approved invoice.
Contract renewals and field work lived in separate tools
The business serves both households and corporate clients, and much of its revenue depends on maintenance contracts being renewed on time. Sales, field technicians, projects, HR and finance worked in separate tools, and customers expected to reach the company on WhatsApp. Management needed one connected view from the first enquiry to the final invoice.
What the engagement covered
A connected Zoho ecosystem covering sales, field service, projects, people, payroll, website chat and finance, with WhatsApp Business as a cross-cutting communication layer.
- Bigin with separate B2C and B2B pipelines and contract-renewal workflows
- Zoho FSM for work orders and technician visits
- Zoho Projects for installation jobs, linked to Zoho Books
- Zoho People and Zoho Payroll for the technician workforce
- Zoho SalesIQ for website chat
- WhatsApp Business integration layer
How the pieces connect
Illustrative flow of the delivered solution.
A full Zoho stack for a field-service business
Zoho Bigin
Separate B2C and B2B pipelines, a companies module and contract-renewal workflows.
Zoho FSM
Work orders, scheduling and technician visits.
Zoho Projects
Installation jobs with a phase-payment task that finance approves before the invoice is released.
Zoho People & Payroll
The technician workforce managed in one place.
Zoho SalesIQ
Website chat that feeds the sales pipeline.
Zoho Books & WhatsApp
Finance approval and customer communication on the channel customers already use.
Five steps from insight to results
Understand
Review of the existing Bigin setup and how renewals were handled.
Analyze
Gaps between sales, field service and finance.
Design
One connected flow per application, each with a fixed scope.
Implement
App by app, starting with the core sales and service flow.
Adopt & Improve
Training by role and refinement of workflows.
What changed for the business
- Contract renewals tracked in a defined pipeline rather than by memory.
- One flow from enquiry to technician visit to invoice.
- Finance approves project invoices before they are released.
- Customers reach the company on the channel they already use.
Explore the services behind this project
Running field service on disconnected tools?
A free consultation with a senior consultant. No sales pitch, just a clear view of where to start.