Optimized Support for the Reykjavík Fire and Rescue Services with Zoho Desk and Zoho Creator
"Because the Zoho environment is a low-code environment, you don't need extensive coding experience, and that makes it accessible for a lot more people to make useful solutions."
- ProductsCreator, Desk
About The Greater Reykjavík Fire and Rescue Services/SHS
The Reykjavik Fire and Rescue Service — Slökkvilið höfuðborgarsvæðisins, or SHS for short — is an emergency response organization located in the Icelandic capital. They come to the public's aid when calamity strikes, which requires streamlined operations, thorough preparation, and overview. Ómar Traustason, who is in charge of programming and software solutions at SHS, and Rúnar Sigurðsson from Icelandic Zoho partner, Svar, uncover how Zoho Desk and Zoho Creator help SHS optimize its operations.
Choosing Zoho
SHS approached Svar because they needed a ticketing system to handle internal requests. The objective was to gather, organize, and track all requests to provide overview and ensure timely response. Zoho Creator was added into the fold for its ability to create custom forms and submission paths specific to SHS's requirements. One of the key reasons for choosing Zoho was the availability of support from Svar as well as directly from Zoho.
Implementation
Svar, as a Zoho partner, helped SHS map its needs and create a "big picture" plan for the implementation. Once the plan was in place, Svar did the initial implementation, which involved thoroughly training Ómar and his team. This enables SHS to continue to build their own solutions with Zoho applications, and consult with Svar as needed.
The Solution
The way SHS leverages Zoho applications bridges the communication gaps between line departments and support departments. Zoho Desk is responsible for most of the user-facing workflows, while Zoho Creator manages the underlying platform that makes the system both practical and efficient. Ómar's team has built three custom applications to minimize manual tasks: a submission and reporting platform, an inventory counting system, and a responder uniform ordering system. This helps ease the administrative burden for the emergency response organization.
Exploring More Options
SHS plans on expanding its team as well as its use of Zoho in its day-to-day work. One of the plans on Ómar's mind is an extension of the counting, as well as more advanced inventory management for the repair shop and for IT. This work to build and expand is done in close collaboration with Rúnar and Svar.