Tagus Case Study: Zoho CRM, Zoho Projects and Zoho FSM

At a glance

Requests routed to the right division

Resources planned per job

Proof captured before billing

SLAs measured per contract

The challenge

What Tagus needed to fix

Tagus is a Saudi and GCC company providing integrated logistics, facility management and travel support services. Each request goes to the right division, is planned, delivered and invoiced against SLAs.

Three service linesLogistics, facility and travel requests each run differently.
Resource planningPeople and vehicles had to be planned per job.
Proof of serviceInspections and proof were needed before billing.
SLA trackingContracts carried SLAs that had to be measured.

Forklift moving stacked pallets inside a warehouse. Photo credit

Before and after

What changed for the team

BeforeAfter

Logistics, facility and travel requests each handled differently

Every request routed to the right division from one CRM record

People and vehicles planned separately from each job

People and vehicles planned and allocated against each job

Inspections and proof of service needed before billing could start

Inspections and proof recorded before any invoice is raised

Contract SLAs that had to be measured for every client

SLAs measured per contract through client requests in Zoho Desk

How it works

The business process, step by step

01
Service RFQ
Client requests for quotation are logged in Zoho CRM against the client account and its contract, so every request, whatever the service line, starts from one record.
02
Division selection
Each RFQ is routed to the right division: logistics, facility management or travel. Facility work runs as Zoho FSM work orders, while logistics and travel jobs are set up in Zoho Projects.
03
Resource planning
The responsible division plans the people and vehicles needed for each job, so resources are allocated against the job before service delivery begins in the field.
04
Service delivery
Field teams carry out maintenance work orders and visits in Zoho FSM. Logistics jobs show freight shipment status, and travel reservations are linked to the client and the cost of the job.
05
Proof and inspection
Inspections and proof of service are recorded against the job before it is released for billing, giving finance and the client evidence that the work was carried out.
06
Invoice and SLA
Finance issues ZATCA-compliant invoices from Zoho Books, and client requests in Zoho Desk are measured against the SLAs set in each contract, so performance is tracked contract by contract.

The solution

What we built for Tagus

Shyphan delivered the project on Zoho CRM, Zoho Projects, Zoho FSM, Zoho Books and Zoho Desk, covering a 6-step process with 4 integration points.

RFQs and client contracts

Zoho CRM interface — Zoho CRM product screenshot, for illustration

Maintenance work orders and field visits

Zoho FSM interface — Zoho FSM product screenshot, for illustration

Logistics and travel jobs

Zoho Projects interface — Zoho Projects product screenshot, for illustration

Client requests and SLA tracking

Zoho Desk interface — Zoho Desk product screenshot, for illustration

ZATCA invoicing

Who uses it

Sales and contracts team

Log service RFQs and client contracts in Zoho CRM and route each request to the right division.

Facility management teams

Receive maintenance work orders and field visits in Zoho FSM and record inspections and proof of service.

Logistics and travel coordinators

Run logistics and travel jobs in Zoho Projects, following freight status and linking reservations to client cost.

Client service desk

Handle client requests in Zoho Desk and track response against the SLAs in each contract.

Finance

Issue ZATCA-compliant invoices in Zoho Books once proof of service is recorded for the job.

Architecture

How the systems connect

InputsClient RFQsFreight trackingTravel reservations

Delivered by Shyphan

OutputsField work ordersZATCA invoices

Integrations

Freight tracking
Shipment status on the job.
Maintenance work orders
FM jobs to field teams.
Travel reservations
Bookings linked to the client and cost.
ZATCA accounting
Compliant invoices.

Reports and dashboards

RFQs by division

Incoming service RFQs and their routing to logistics, facility management or travel.

Resource plan

People and vehicles planned against each upcoming job, shown by division.

Proof before billing

Jobs with inspections and proof of service recorded and ready for invoicing.

SLA performance

Client requests in Zoho Desk measured against the SLAs set in each contract.

The results

What the system does now

Requests routed to the right division
Resources planned per job
Proof captured before billing
SLAs measured per contract

Delivery

Five phases, discovery to support

01
Discovery
Process mapping, documents and data reviewed with each team.
02
Design
Target flow agreed across 5 apps and 4 integration points.
03
Build
Apps configured, custom logic built and integrations connected.
04
Test and train
User acceptance testing with real scenarios and role-based training.
05
Go-live and support
Cut-over, hypercare and ongoing improvements.

Local rules built in

ZATCA e-invoicing

Fatoora-format tax invoices with XML and QR, cleared or reported as required.

15% VAT

Standard, zero-rated and exempt supplies mapped, with return-ready reports.

Saudi PDPL

Personal data kept to what the process needs, with role-based access.

Arabic and English

Bilingual documents where customers and authorities expect them.

FAQ

Questions about this project

How does one system handle three different service lines?

Every request starts as an RFQ in Zoho CRM and is then routed by division. Facility management work runs as work orders in Zoho FSM, logistics and travel jobs run in Zoho Projects, and all three share invoicing in Zoho Books and SLA tracking in Zoho Desk.

Why is proof of service recorded before invoicing?

Contracts required inspections and proof before billing. Recording them against the job first means each invoice is backed by evidence that the service was delivered, and the same records support SLA measurement for that client's contract.

How are travel bookings costed?

Travel reservations are linked to the client and the cost of the job, so travel arranged for a client sits with its job in Zoho Projects and can be invoiced through Zoho Books with the rest of the service.

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Tagus

What Tagus needed to fix

What changed for the team

The business process, step by step

Service RFQ

Division selection

Resource planning

Service delivery

Proof and inspection

Invoice and SLA