Assistance setup programme

Steer every case, from emergency call to billing.

A Zoho system that brings case intake, 24/7 triage, provider coordination and insurer billing together in a single file.

  • Case opened in under a minute instead of 45
  • 24/7 triage and SLA timers with no missed deadlines
  • Insurer billing straight from the case file
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Transformations

What we changed for real businesses.

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Case study·Europe

Assistance Services

A European assistance & service-operations company rolled out the entire Zoho ecosystem in one go.

Pain
  • Requests, contracts, and invoices lived in disconnected tools and spreadsheets
  • Cases were assigned manually, tickets stalled on the wrong teams
  • Contracts were copy-pasted out of old Word documents
  • Documents scattered across local drives, lost files were a daily reality
Gain
  • Automated case assignment and prioritisation, no more manual triage
  • Dynamically generated contracts and quotes from CRM data in seconds
  • Service-based invoicing with automated reconciliation, accounting runs quietly in the background
  • Operational KPI panel gives leadership a clear morning view
Project Duration ~1 month
Built with
Zoho OneZoho CRMZoho BooksZoho WriterZoho FlowZoho Analytics
Case study·Germany

Field Service

A German field-service provider connects sales, ticketing, dispatch, and billing into one platform.

Pain
  • Travel surcharges were estimated by hand for every address, mistakes were routine
  • Technicians had no visibility on the customer device when they showed up on site
  • Reports were written on paper and typed into the system days later
  • Monthly billing was a marathon of Excel and Word
Gain
  • Address entry → travel zone and surcharge populated on the deal automatically
  • Atera inventory, asset management, and maintenance contracts in one CRM view
  • Voice-to-text report plus customer signature on a single mobile screen on site
  • PandaDoc contract signature auto-triggers Won
Project Duration ~4 months
Built with
Zoho CRMAteraPandaDocMetaZoho DeskZoho Creator
The problem

A CRM in place, and the case still lives in an inbox?

At assistance providers the process usually breaks between case intake and billing. Zoho isn't the problem, the way it was rolled out is.

  • No central case

    Cases come in by phone and email. The caller, the insurer and the providers sit in separate inboxes instead of in one file.

  • Coordination is manual

    Round-the-clock coordination with doctors, clinics and providers runs on call lists and memos. Every shift handover starts the search from scratch.

  • Billing gets delayed

    Billing to insurers is pieced together from scattered records: slow, error-prone and with no view of which cases are still open.

The solution

A system shaped around how a case actually runs

From emergency call to billing, every case follows the same file. Triage, provider coordination and billing work off the same status, and nothing gets lost between shifts.

A calm 24/7 medical assistance coordination centre, an operator with a headset at a softly lit desk, monitors blurred in the background

Every case in one file from the start

Calls, emails and insurer requests land directly in one case file. Intake data, contacts and status in one place instead of scattered across inboxes.

Intake formAuto case fileTriage workflow
A coordinator on the phone reviewing a paper case file at a calm desk

Provider coordination around the clock

Doctors, clinics and providers are assigned and tracked straight from the case, with SLA timers that make every open task visible.

Provider networkSLA timers24/7 handover
A medical assistance team beside an ambulance at dusk handing over care

Documentation and billing in one flow

Case documentation, approvals and records stay on the case. Billing to the insurer is built straight from the file, not from pieced-together paperwork.

Case documentationApproval stepInsurer billing
Zoho · configured for medical assistance

Your Zoho apps, tailored to the assistance case.

No off-the-shelf CRM. We configure each app around your case process: from the emergency call through provider coordination to billing the insurer.

Zoho Desk Search… + Add
New case2
Out
Emergency Weber · Antalya
€ 8.400
In
Clinic admission Hoffmann
€ 12.700
In care1
Out
Repatriation Schäfer · Side
€ 19.500
Closed1
In
Repatriation Bauer
€ 27.800
Zoho Desk

Desk · Case pipeline

Every case as a ticket: outpatient or inpatient, cost frame, stage and next step.

  • Pipeline by case stage
  • Outpatient & inpatient split
  • SLA timer per case
Zoho Books Search… + New
StatementPayerDateAmountStatus
AB-2025-091ADAC · Weber12.06.2025€ 8.400 Paid
AB-2025-094ERGO · Hoffmann15.06.2025€ 12.700 Open
KÜ-2025-031DKV · Schäfer16.06.2025€ 19.500 Submitted
AB-2025-097Allianz · Bauer18.06.2025€ 27.800 Part payment
Zoho Books

Case billing

Services, payers and amounts in one place: cost approvals and invoices tracked.

  • Payer per case
  • Cost approval tracked
  • Open items in view
WorkDrive · Sign Search… + Upload
Cases›Hoffmann · Clinic›Documents
MedicalReport.pdf 15.06 signed
CostApproval.pdf 16.06 awaiting approval
ClinicInvoice.pdf 17.06 submitted
RepatriationLog.docx — draft
WorkDrive · Sign

Document management

Medical reports, cost approvals and invoices right on the case, including e-signature.

  • Everything filed on the case
  • E-signature built in
  • Versions & access
Zoho Projects Search… + Add
First contact & triage Mon
Doctor contact & findings Mon–Tue
Insurer cost approval Wed
Repatriation & close-out Thu–Fri
Zoho Projects

Response & escalation chain

From first contact to repatriation: every step scheduled and assigned.

  • Scheduled case steps
  • Assignment across the team
  • Progress live
Program & workflow

How we roll out Zoho One in your assistance business

We think our way into your workflow and see ourselves as a long-term development partner. Here are the four phases.

  1. AnalysisWe review your workflow from case intake through provider coordination to billing and find your biggest time sinks.
  2. ConceptWe design your case process in Zoho One and plan the Zoho architecture (business process mapping).
  3. ImplementationSetup, configuration, the automations and migration of your case, insurer and provider data.
  4. SupportTraining for triage and billing, fine-tuning and ongoing support, so the system becomes a fixed part of your everyday work.
AI in practice

Where AI genuinely takes work off the assistance case.

No gimmicks: concrete points where we build AI into real Zoho assistance setups, so your team triages faster around the clock and nothing slips through the case.

  • Logging emergency calls by hand
    Case triage

    Incoming cases land classified in the file

    Call notes and emails are read automatically, rated by urgency and assigned by case type to the right intake. Case opening starts pre-sorted instead of from scratch.

  • Typing up medical reports manually
    Document OCR

    Medical reports and invoices read themselves out

    Amounts, diagnoses and case data are extracted by OCR from reports and insurer invoices and written into the right fields of the file. Billing with no retyping.

  • Digging through notes at handover
    Case summary

    A clean handover at every shift change

    AI sums up a case's history in a few sentences. The next shift sees the state at once instead of reading through notes and emails.

Contact

Ready to run every case from one file?

Let's find out in a free Zoho system review where your workflow holds the most potential. Non-binding, concrete and tailored to your business. As an authorised Zoho partner we support you from setup to running operations.

● Free system review · no obligation

Open the Workflow Planner

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Frequently asked

What you'll want to know before the call.

How does the system handle sensitive medical case data and access rights?

Medical data sits on the case with role-based access: triage sees the intake, service coordination the provider part, billing the documents. We define together who sees what, so each person opens only the portion of the file their task requires.

Can SLA timers be set differently per insurer or case type?

Yes. We configure response and handling deadlines by insurer contract and case type. The timer starts automatically when a case is opened and makes every open deadline visible before it is missed.

How long does rolling out Zoho One take?

Depending on scope, typically a few weeks to a few months. After our first meeting we give you a rough estimate, and after the requirements meeting a realistic estimate for your specific business.

What does Zoho One cost?

Zoho One costs €37 per employee per month on an annual plan, or €45 per employee with monthly billing. That includes all 50+ Zoho apps. We show you which option fits your business in the consultation, including a comparison with your current tools if you like.

Do we have to re-enter our existing data?

No. We migrate existing customer, quote and job data into Zoho One as part of the implementation, provided it can be exported from your current system.

Can Zoho One connect to our existing tools?

In most cases yes. Google and Microsoft connect easily for email, calendar and drive, as do many other common applications. Beyond that, almost any system can be integrated individually via the Zoho API.

Does Zoho One suit smaller businesses and mobile teams?

Yes. Zoho One works for sole traders as well as growing teams. Your team accesses records, tasks and documents on the go via the app, even when out of the office.

Where is our data stored?

On request in Zoho's EU data centres, GDPR-compliant. Your data stays within the European legal space, an important point for businesses with sensitive customer and project data.

How much time does the project cost us day-to-day?

As little as possible. Your team is only involved at a few clearly agreed points, such as analysing the workflow, providing information and training, so your day-to-day work keeps running.