Survey & Service App Integrated into Zoho CRM

The client does not sell directly to the public but provides warranties on their products. When complaints arose, engineers conducted on-site visits to determine whether faults were due to product defects, poor installation, or customer misuse. Previously, engineers relied on pen-and-paper notes and separately stored documentation, making complaint reviews slow, inconsistent, and difficult to manage. The client wanted to improve evidence collection without giving engineers full access to Zoho CRM.

Mantle Development conducted a full workflow review to understand how Zoho CRM was used to manage customers and orders. Orders were created at the point of sale and marked as fulfilled upon delivery, remaining in the system for future reference during complaints or warranty assessments. The Mantle team reviewed findings internally to ensure alignment on system constraints, user access requirements, and technical challenges before proposing solutions. Several solution options were presented to the client for feedback, ensuring all requirements were captured before finalising the scope and quote.

Mantle Development built a simple, user-friendly mobile app for engineers that integrated directly with Zoho CRM. The app allowed engineers to log notes, upload photos, and complete worksheets on-site, with all data automatically attached to the relevant Zoho record. This ensured accurate documentation while maintaining controlled user access. All complaint-related notes and photos were automatically linked to the correct Zoho record, replacing the previous fragmented storage method and significantly reducing review time. Engineers accessed only what they needed through the app, keeping Zoho secure and easy to use while still capturing all required data. Engineers could log in to see daily jobs, access job details, complete tailored worksheets, upload photos, reference documents, capture signatures, and automatically sync all updates with Zoho CRM.