Logistics, Supply Chain and Storage
3000/month
Spreadsheets and Zoho Desk tasks
LuxerOne specializes in package management solutions, primarily serving apartment complexes, retailers, and businesses that need secure and efficient parcel delivery systems. Their smart lockers allow carriers to drop off packages safely, giving recipients a convenient way to retrieve them at any time.
In addition to providing these locker systems, LuxerOne offers installation, maintenance, and repair services. Installations are typically one-time services, while maintenance and repairs can be recurring, depending on the needs of the property. Factors like wear and tear, weather conditions, and system updates may require ongoing service visits to keep everything running efficiently.
With a focus on security, convenience, and reliability, LuxerOne helps businesses and residential communities manage package deliveries effortlessly, reducing lost or stolen packages while improving the overall experience for recipients.
At LuxerOne, service operations start when a customer reports an issue with a locker system. The request first goes to their internal Technical Support team, which tries to resolve the issue remotely. If the issue cannot be fixed remotely, an on-site visit is arranged. On-site services are handled either by LuxerOne’s own technicians or through external partners like Site Services and Field Nation. Each service request moves through a series of steps — from task creation to technician dispatch, work tracking, and invoicing — coordinated across different tools and teams.
For installation tracking, LuxerOne maintained records using spreadsheets, while service and maintenance requests were handled through Zoho Desk. When a new request came in, a task was created in Desk. Dispatchers would then reach out to either internal technicians or external providers to check availability, using email or external ticketing platforms where needed. If one provider was unavailable, dispatchers moved on to the next until the assignment was confirmed.
Assignments to third-party contractors were an essential part of LuxerOne’s field operations. Through Field Nation, independent technicians could accept or decline jobs based on availability. Site Services, another external partner, assigned its in-house technicians to requests routed their way. The dispatch team coordinated all technician assignments, tracked job progress, and ensured updates were communicated back to the operations team.
For record-keeping, service histories and job details were maintained across emails, spreadsheets, and Zoho Desk tasks, depending on the nature of the request. Invoicing was managed separately through Odoo, LuxerOne’s financial platform, where completed work orders were manually entered to trigger billing activities.
Each step of the service process required close coordination between internal teams and third-party contractors, with dispatchers playing a central role in managing assignments, tracking updates, and ensuring service records were kept current.
Before implementing Zoho FSM, LuxerOne faced several challenges that required manual coordination and multiple disconnected tools. These challenges impacted how service requests, technician assignments, and record-keeping were managed.
Manual scheduling and dispatching: Scheduling technicians involved a manual back-and-forth process between dispatchers and third-party service providers. Dispatchers had to email or call multiple providers to check availability, making the process time-consuming.
Disconnected service requests and work orders: Service requests were logged as Zoho Desk tasks, but there was no automated link between tasks and work orders. This meant that teams had to manually create work orders, increasing the risk of delays and miscommunication.
Lack of centralized tracking for technician activities: Once a technician was assigned, there was no single system to track check-ins, check-outs, time spent on site, or service completion details. Information was scattered across different platforms, making it difficult to monitor progress in real time.
Limited visibility into work order status: With service records stored across spreadsheets, emails, and ticketing systems, different teams had limited visibility into job statuses. This made it challenging to retrieve historical data quickly or understand where a request stood in the process.
No standardized process for accepting or rejecting jobs: There was no structured way for technicians to accept or reject assigned jobs, which led to delays in job confirmations and scheduling adjustments. The dispatch team had to follow up manually which added a few extra steps to their workflow.process.
Difficulty in automating third-party assignments: Assigning jobs to third-party contractors like Field Nation required additional manual effort, as LuxerOne had no way to automatically trigger job creation in their system. This slowed down technician dispatching and required constant coordination.
No integrated way to track parts and inventory: When a repair required replacement parts, there was no automated process to track what parts were needed, requested, or used. This led to delays in ordering and fulfillment, as everything had to be managed separately.
After adopting Zoho FSM, LuxerOne restructured its field operations by integrating work order management, technician scheduling, and automated tracking into a single system. Service appointments were created for incoming requests, with the system first checking if an internal technician was available. If not, the job was assigned to a third-party provider like Field Nation.
To streamline service requests, Zoho FSM was integrated with Zoho Desk, allowing work orders to be generated directly from the Desk interface whenever a support request was created. Technician check-in and check-out features enabled real-time tracking of job site activity, allowing dispatchers to monitor progress instantly.
All work orders, service appointments, and technician updates were centralized within Zoho FSM, giving the dispatch team full visibility into job history. The system also introduced a structured way for technicians to accept or reject jobs. When a technician received a service appointment, they could confirm or decline it with a single action. If accepted, the job moved forward, and scheduling was finalized. If rejected, FSM notified dispatch, who reassigned the job to another available technician.
FSM also automated third-party assignments, creating service requests for contractors like Field Nation. Once a technician was assigned through Field Nation, FSM synced updates back into the system, showing when the technician was scheduled, checked in, and completed the job. Additionally, FSM was linked to LuxerOne’s inventory system, allowing teams to track parts needed for repairs. Whenever a technician requested a part, FSM created a request and updated the inventory system. Once shipped, FSM recorded the fulfillment and linked it back to the work order, ensuring that services and part requests were connected.
Implementing Zoho FSM brought significant improvements to LuxerOne’s field service management, making their operations more streamlined, organized, and efficient.
With FSM handling automated scheduling and dispatching, LuxerOne reduced the time spent on manually assigning jobs. Dispatchers no longer had to go back and forth through emails or calls, and technicians received real-time notifications, ensuring quicker response times.
The direct integration between Zoho Desk and FSM ensured that service requests in Desk automatically converted into work orders. This eliminated the need for manual data entry and reduced the chances of errors or delays in job creation.
FSM allowed LuxerOne to track technician check-ins, time spent on-site, and job completion status in real time. Dispatchers and support teams had a clear view of active work orders, allowing them to manage workloads more effectively and address any delays immediately.
The ability for technicians to accept or reject jobs within Zoho FSM added transparency to the process. Dispatchers no longer had to manually follow up to confirm assignments, and job reassignments happened faster whenever needed.
With Zoho FSM automating job creation and tracking for third-party service providers, LuxerOne improved coordination with contractors like Field Nation. Updates from external technicians were synced back into Zoho FSM, ensuring that all service records were up to date without additional manual work.
By integrating Zoho FSM with their inventory system, LuxerOne gained better visibility into parts usage. Requests, shipments, and fulfillment were all linked to work orders, preventing unnecessary delays in service due to missing or untracked parts.
With all work orders, service details, and technician logs stored in one place, LuxerOne had a structured system for record-keeping. Teams could quickly retrieve historical data, track past service calls, and analyze job trends without searching through scattered emails or spreadsheets.
I would definitely recommend Zoho FSM to any business managing field operations. It has helped us consolidate our processes, automate scheduling, and improve efficiency across the board.
As LuxerOne continues to expand, they are focused on growing their service reach, and plan to extend their package management solutions to new markets, including more residential communities, retail spaces, and commercial properties. To support this, they are looking to increase their network of third-party technicians and contractors, so they can offer broader service coverage and faster response times.
Additionally, they are looking to optimize contractor management by refining how assignments are handled and improving real-time communication between dispatchers and service providers.LuxerOne is also working on deeper integrations between Zoho FSM and other internal tools, such as inventory management, finance, and customer support systems. They plan to leverage FSM’s reporting and analytics capabilities to gain deeper insights into technician performance, work order trends, and overall service efficiency, enabling more data-driven decision-making.
Improving customer experience remains a key focus. LuxerOne aims to enhance tracking capabilities, reduce service wait times, and improve communication by providing automated updates and real-time notifications. By continuously refining their processes and leveraging Zoho, LuxerOne is positioning itself for scalable, efficient, and customer-centric growth in the coming years.