Problem Statement:
- The franchisee department of the organisation required an FSM setup for their field team.
- They wanted the setup within CRM where the field can use the leads and meetings module for the team to enter prospects and capture their field visit information as well.
- Solution:
- We set up Zoho CRM and fine-tuned it for the FSM use case.
- Geolocation for each lead was captured. For every subsequent field visit and check-in, the system calculates the distance to the lead’s location and validates whether the visit was done at the location or not.
- Blueprints were developed so the stage could be marked for every visit by the field representative.
- Extensive training was given to the field team to use the Zoho CRM mobile application.
- Integration done with Dialshree calling software for logging calls into Zoho.
- Detailed analytics were set up within Zoho CRM for the management to preview FOS performance.
Key Findings:
- Improved transparency and accountability in field operations.
- Ensured accurate and location-verified reporting.
- Streamlined and standardised field visit processes.
- Increased productivity and efficiency of field teams.
- Provided real-time visibility into franchisee acquisition performance.
Conclusion:
By leveraging Zoho CRM as a unified FSM platform, the organisation successfully digitised its field operations, enhanced process control, and gained actionable insights leading to more efficient and scalable franchisee expansion.
