Security Solutions
150/month
ServiceM8
OnGuard Security Solutions is a security technology company based in Indiana, founded in 2010 by Kirk Booher, a veteran with over 40 years of experience in the electronic security industry. The company specializes in designing and installing security systems such as intrusion alarms, fire alarms, access control systems, smart locks, and video surveillance for commercial, residential, and industrial clients.
The team includes about 15 members, with 10 based in the U.S. and 5 overseas, and a field staff of approximately six technicians. In addition to installations, OnGuard provides ongoing services like monitored alarm subscriptions and maintenance through tiered support plans—Bronze, Silver, and Gold—which cover inspections, software support, and training.
Their mission, “Professional protection of people and property,” reflects their commitment to service and safety. With a growing portfolio of cloud-based solutions, OnGuard continues to support customers across different sectors with both one-time and recurring security needs.
Before adopting Zoho FSM, OnGuard managed its operations through a combination of standalone tools. ServiceM8 was their main platform for field service management, handling quoting, job creation, scheduling, dispatch, and field updates. Leads were tracked in Pipedrive, and once a quote was prepared in ServiceM8 and approved by the customer, it was converted into a job. The operations team scheduled it using ServiceM8’s visual calendar, which organized jobs into folders like “Proposal,” “Scheduled,” and “Completed.”
Technicians, all using iPhones, received job details through the ServiceM8 mobile app. They accessed site information, uploaded notes and photos, tracked time, and collected customer signatures. Customers were notified via text message when a technician was on the way.
After a job was completed, the office generated an invoice in ServiceM8, which was synced to QuickBooks Online for payment processing. For recurring services like alarm monitoring, separate invoices were managed directly in QuickBooks. Payroll was handled through ADP, time tracking via Deputy, and internal communication through
OnGuard relied on a combination of tools to manage its operations. Each function, including sales, scheduling, invoicing, support, and communication, was handled through a different platform without any automatic integration. This led to several recurring challenges:
Fragmented data and systems: Customer details lived in one tool, job records in another, and billing information elsewhere. Staff had to check multiple platforms to get a complete view of a customer’s history.
Manual coordination and duplicate entry: Teams frequently re-enter information, such as pushing invoices from one system to another or copying lead details across tools adding time and creating room for error.
Unstructured communication: Internal updates happened over Slack or phone, while customer conversations took place through email or calls. These channels weren’t tied to any job record or system of record.
Device restrictions in the field: Their mobile field service app supported only iOS, requiring all technicians to use iPhones thereby increasing dependency on specific hardware.
Scalability issues: As OnGuard grew, using multiple standalone platforms made it harder to onboard new employees, maintain oversight, and consolidate reports across departments.
These limitations highlighted the need for a unified, integrated system to manage their end-to-end operations more efficiently.
OnGuard implemented Zoho FSM as part of their broader transition to the Zoho One suite. The move replaced their previous setup in ServiceM8 and aligned field service management with other core functions like CRM and finance within a single platform.
For service intake, OnGuard began using Zoho Forms to collect customer requests. These submissions are routed to Zoho Desk, where tickets are tracked and managed. If a request requires an on-site visit, it is transitioned into Zoho FSM as a work order.
Within Zoho FSM, the team configured a stage-based workflow to manage jobs from quoting to completion. The dispatch console allows staff to assign technicians and monitor schedules using the calendar and map views.
Technicians receive job assignments through the Zoho FSM mobile app. While on-site, they can view work details, update statuses, capture photos, and log notes directly in the app.
OnGuard also linked Zoho FSM to Zoho Books for invoicing. When a job is completed, the system generates an invoice in Zoho Books with the associated service details. Recurring service plans are billed using Zoho Books’ recurring invoice feature.
In addition to FSM, OnGuard adopted other Zoho apps including CRM, Desk, Books, and Zoho Assist. Zoho Assist is used for remote support, while the self-service portal in Zoho Books allows customers to access their invoices online.
After implementing Zoho FSM as part of the Zoho One suite, OnGuard Security Solutions reshaped how it handles daily operations. The most notable improvements observed include:
With Zoho FSM and other Zoho One apps in place, OnGuard now manages service scheduling, support tickets, job records, and invoicing from a unified system. Staff can view a customer's full history—from quotes to completed jobs to billing—without switching tools.
Zoho Forms, Desk, and FSM together have brought structure to how service requests are handled. Each request now follows a defined flow from form submission to work order creation, ensuring that no steps are missed during scheduling or dispatch.
Technicians log service activity through the Zoho FSM mobile app using pre-configured checklists tailored to each job type. Notes and photos are captured consistently, and completion is recorded in real time, improving accuracy and visibility for the office team.
The link between Zoho FSM and Zoho Books allows job completions to trigger invoices automatically. Recurring billing is now handled inside Zoho Books, helping align service delivery and financial processes more closely.
With real-time updates from the field and shared system access, office staff and technicians are better aligned. Job statuses, notes, and assignments are visible across the team, improving day-to-day coordination and reducing the need for back-and-forth communication.
We rely on Zoho FSM to manage all our field jobs. The dispatch board and mobile app are now essential parts of our workflow. Our team now uses around 30 Zoho apps across the business. Everything connects—CRM, FSM, Desk, Books—it’s all working together.
The team is diligently working on refining processes and increasing automation within Zoho One. A key priority is automating customer communications in Zoho FSM, such as sending automatic SMS or email alerts when a technician is en route or when a job is completed, to improve client engagement without increasing workload. They are also standardizing on-site payment collection using the FSM and Books integration, allowing technicians to close invoices in the field and accelerate payment cycles. Additional plans include syncing technician timesheets from Zoho FSM into Zoho People for payroll and workforce tracking, as well as leveraging Zoho FSM’s reporting capabilities to track service metrics like turnaround time and job profitability. Zoho continues to play a central role in OnGuard’s efforts to optimize operations and support the next stage of growth.
Having successfully implemented the system internally, the team is now eager to share their learnings and help other security solution businesses streamline their operations with Zoho FSM and Zoho One by establishing a dedicated consultancy wing. They have also launched a new offering under a separate brand, Dorv, focused on video intercom solutions, using Zoho One as the operational backbone from the beginning. This expansion reflects their confidence in the platform’s flexibility and long-term potentia.