For businesses that rely on scheduling field technicians, managing service appointments, or tracking on-site assets, choosing the right field service management (FSM) platform is crucial. Zoho offers two different approaches to solving this problem:
Zoho FSM, a purpose-built application for managing field service operations
A custom-built field service solution inside Zoho CRM, optionally integrated with Zoho RouteIQ for route optimization
This article compares the features, Zoho FSM pricing, and overall value of both options, helping you decide which one best suits your operational needs and budget.
Zoho FSM: Dedicated Platform for Field Service Operations
Zoho FSM is designed to serve field service businesses out of the box. It helps manage technicians, schedule appointments, and handle service workflows efficiently.
Key Features
Modules for Contacts and Companies, aligned with CRM
Asset Management to track customer equipment and installations
Dispatch Console with calendar, Gantt chart, and Google Maps view
Service and Parts Management with service-product associations
Workforce Management for assigning staff, tracking time off, managing tools
Skill Matching: assign required certifications to tasks and employees
Integrated Invoicing with Zoho Invoice
Field technician mobile app
Timesheets and job attendance tracking
WhatsApp Business integration
Pricing
Zoho FSM pricing is not included in Zoho One or CRM Plus
Requires additional per-user licensing
Monthly or annual pricing is predictable but adds up as your team grows
Benefits
Comprehensive set of FSM-specific tools
Faster deployment with minimal customization
Strong mobile experience for field workers
Centralized scheduling and asset tracking
Limitations
No native route optimization engine
No integration with Zoho RouteIQ
No custom modules or custom lookup fields
No SMS integration
No Google or Outlook Calendar integrations
No global search across all modules
Zoho CRM + RouteIQ: Flexible, Unified, and Customizable
For businesses already using Zoho CRM or requiring tighter control over customization and integration, it’s possible to build FSM functionality directly within CRM, supplemented with Zoho RouteIQ for route planning.
Key Features
Fully integrated with CRM data (Accounts, Contacts, Deals, etc.)
Ability to create custom modules and fields (e.g., Work Orders, Visits, Equipment)
Zoho RouteIQ integration for optimized route planning and mapping
Global search across all CRM modules
Built-in SMS and telephony integration
Google and Outlook calendar integration
Customer portal for real-time job tracking and document sharing
Advanced reporting via Zoho CRM dashboards or Zoho Analytics
Pricing
Zoho CRM is included in Zoho One and CRM Plus
RouteIQ is a separate add-on (~$10/user/month)
One-time cost for custom FSM module development
No ongoing licensing fees for the FSM components after setup
Benefits
All data in a single system, reducing sync complexity
Full customization flexibility
Scalable across multiple departments and teams
Lower total cost over time for organizations already using Zoho CRM
Limitations
Requires upfront customization and planning
CRM mobile app is built for sales, not field service
Requires RouteIQ license for route optimization
Features Comparison Table
| Feature | Zoho FSM | Zoho CRM + RouteIQ |
|---|---|---|
| Included in the Zoho One / CRM Plus license | ||
| Licensing Model | Separate per-user license | CRM included; RouteIQ add-on |
| Route Optimization | (via RouteIQ) | |
| Dispatch Console with Map View | Google Maps view | (via RouteIQ) |
| Asset and Equipment Tracking | (via custom module) | |
| Workforce and Crew Management | (via custom setup) | |
| Skill and Certification Management | (via custom modules) | |
| Field Technician Mobile App | Optimized for field service | Sales-focused only |
| SMS / Telephony Integration | ||
| Google / Outlook Calendar Sync | ||
| Customer Portal | ||
| Custom Modules and Lookup Fields | ||
| Global Search | ||
| Invoicing | (via Zoho Invoice) | (via Zoho Invoice or Books) |
| Time and Job Tracking | (via CRM automation or Zoho People) |
Which System Is Best for Your Business?
Choose Zoho FSM if:
You need a purpose-built FSM system with minimal configuration
You don’t require route optimization features
Your business is focused primarily on dispatch, technician tracking, and service work
Choose Zoho CRM + RouteIQ if:
You want to consolidate all customer and operational data in one system
You need routing optimization and full customization
You’re already using Zoho CRM or Zoho One
You want a solution that can scale beyond FSM into sales, support, or marketing
Final Thoughts: Comparing Zoho FSM Pricing and Business Value
From a Zoho FSM pricing standpoint, FSM offers a solid, pre-packaged solution for businesses with straightforward field service needs, but lacks some of the deeper integration and routing capabilities required by more complex operations.
By contrast, building your FSM system directly inside Zoho CRM and layering on RouteIQ gives you unmatched flexibility, full control over your data, and long-term cost advantages, especially if you’re already paying for Zoho One.
Need Guidance?
At Plug&Play Technologies, we specialize in both Zoho FSM implementations and custom CRM-based FSM solutions. If you’re unsure which path is right for your organization, let’s talk.
We’ll evaluate your workflows, map out requirements, and recommend a solution that fits your goals and budget.
