Manage your workforce like never before
Add field agents, organize crews, assign tasks based on skills, oversee equipment, manage service territories, and define business hours along with holidays—all from a single, unified platform.
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- Add users, assign roles, and create crews for complex jobs
- Match tasks to technicians based on skills
- Ensure equipment availability for service tasks
- Assign technicians to specific territories or routes
- Manage territories, business hours, and holiday schedules
Why should businesses prioritize workforce management?
Effective workforce management is essential for keeping your team organized and productive. It helps allocate the right resources—whether it’s the right crew, skills, or equipment—so your team can handle services efficiently. By using Zoho FSM to organize service tasks and track on-site requirements, you can ensure every job is completed on time with the necessary assets and team members in place. Job sheets further enhance this process by documenting on-site work and providing transparency for both your team and clients. Additionally, you can define your business hours, service territories, and holidays to set clear expectations for service timelines.
- Users
- Crews
- Skills
- Equipments
- Territories
- Business Hours
- Time Off
- Holidays
Empower teams with effective user management
Add and manage users—Administrators, Dispatchers, Field Agents, Limited Field Agents, and Call Center Agents—within Zoho FSM. Assign permissions using system-defined or custom profiles to keep your team aligned, streamline operations, and deliver exceptional service. The Users module also provides insights into users’ schedules, timesheets, and trip records, making it easy to track their work.
Build crews to tackle complex jobs
Not all jobs are for one person, and we understand that. With Zoho FSM, you can create and manage crews, assign leaders and members, track their activities and time spent, and tackle large-scale or complex jobs by ensuring the right people are assigned.
Match the right skills with the right jobs
Define the skill sets of your technicians and easily assign them to jobs that match their expertise. Filter agents based on their qualifications, which not only improves service quality but also drastically reduces the chance of errors, ensuring the right technician is always on the job.
Equipment management to ensure availability
Track all the equipment your service business needs. You’ll know exactly when equipment is available or when it’s scheduled for maintenance, making it easier to allocate resources and schedule services without a hitch.
Manage different territories you service seamlessly
No service area is out of reach. Add all the regions you cover as territories in Zoho FSM. Assign users and crews to specific territories based on proximity, reducing travel time. This means faster and more reliable service for your customers.
Define the operational hours of your business
Define your business hours with the Shifts Module, allowing you to set up multiple work shifts like general, night, and weekend. Easily configure working hours, time zones, and days of the week to ensure smooth scheduling across shifts. Schedule jobs based on available hours, prevent overbooking, and ensure your team is available when needed.
Manage employee availability with time-off tracking
Easily record and manage field agents’ absences and leave requests using the Time-Off Module. By providing a clear overview of team availability, Zoho FSM makes scheduling and planning more efficient.
Manage your business's holiday list
List all days considered holidays for your business, whether public holidays or company-wide breaks. Displaying them on the dispatch console and calendar allows you to schedule services around these dates, ensuring smooth operations without unexpected disruptions.
Frequently asked questions
Users or field agents can be added through the Users module, with appropriate roles and permissions assigned. They can also be deactivated or deleted from the Users module at any time.
Yes, agents can log their trips by clicking on Start Trip and Stop Trip. The trip will automatically record information such as the start time, end time, distance travelled, total duration, and even a map view of the route taken. This feature in a FSM software is essential for real-time monitoring of an agent's productivity.
Technicians can apply for time off directly through the Zoho FSM mobile application. Additionally, an admin or dispatcher can apply for time off on behalf of technicians through the web application. The time-off information is also visible in the Dispatch Console when scheduling a service appointment, ensuring that assignments are not made during that time.
You can create one or multiple service appointments for a work order and assign them to different agents. The right agent can be assigned to a service appointment at the time of scheduling. Assignments can also be made based on skills and availability, maximizing productivity in a software for field service.