Zoho implementation for Towing and Roadside Assistance
Zoho for towing and roadside assistance: take calls around the clock, dispatch the nearest truck, run the storage yard and bill clubs, fleets and drivers.
Business process workflow
How towing and roadside assistance work flows in Zoho
Zoho connects call intake, truck dispatch, job photos, the impound yard, account billing and driver payroll for towing firms.
Common problems we fix
- Calls come in at all hours and jobs are taken on paper or in chat
- Storage days, release checks and lien paperwork are tracked by hand
- Account and club billing needs photos and times that drivers forget to send
The process, step by step
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Department by department
How every department of a towing and roadside assistance business works in Zoho
A towing and roadside company runs around the clock: calls come from drivers, clubs, fleets and police, trucks are sent to the roadside, and some vehicles end up in the yard. In Zoho, accounts, dispatch, drivers, the yard, fleet maintenance, finance and HR share one job record from first call to final payment.
How the departments hand work to each other
Each arrow is a handover. Because every team works on the same Zoho records, the next department picks up the work without re-entering it.
- 1Accounts and Partnerships to Call Intake and Dispatch: Account rules and rate sheets for new jobs
- 2Accounts and Partnerships to Finance and Accounts: Agreed rates and billing terms
- 3Call Intake and Dispatch to Drivers and Road Service: Job details, location and account rules
- 4Call Intake and Dispatch to Impound and Storage Yard: Vehicles coming in for storage
- 5Drivers and Road Service to Finance and Accounts: Completed job reports to bill
- 6Drivers and Road Service to Fleet Maintenance: Truck faults and damage
- 7Impound and Storage Yard to Finance and Accounts: Release payments and storage invoices
- 8Fleet Maintenance to Call Intake and Dispatch: Truck availability
- 9Fleet Maintenance to Finance and Accounts: Repair and fuel costs
- 10Finance and Accounts to Management and Reporting: Revenue by payer type and cash position
- 11HR and Payroll to Finance and Accounts: Payroll summary
- 12HR and Payroll to Call Intake and Dispatch: Driver roster
- 13Management and Reporting to Accounts and Partnerships: Accounts to grow or review
- 14Management and Reporting to Fleet Maintenance: Truck replacement plan
Each department in detail
Open a department to see its workflow, its own entity diagram, who does the work, what needs approval, the reports it watches and what it hands over.
Accounts and PartnershipsWins and manages contract work from motor clubs, insurers, fleets, dealers and local authorities.
Workflow
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Win account work
Fleets, dealers, body shops and property managers are tracked as accounts with their volume and needs.
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Set job rules
Each account's required photos, reference numbers and approval rules are recorded for dispatch.
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Zoho SignEntity diagram: Accounts and Partnerships
The records this team creates and updates, their key fields, and how they link.
- Zoho CRM
- Zoho Creator
- Zoho Sign
Read the relationships as text
- Account priced by Rate Sheet (1:N)
- Account signs Service Agreement (1:1)
- Account requires Account Rule (1:N)
Who does the work
- Account manager
- General manager
Approvals and controls
- Rates below the standard sheet need the general manager
- Rotation lists with authorities need the owner's sign-off
Reports they watch
- Jobs and revenue by account
- Arrival time by account
- Accounts with falling volume
Hands over to
- Call Intake and Dispatch: Account rules and rate sheets for new jobs
- Finance and Accounts: Agreed rates and billing terms
Call Intake and DispatchTakes every call, prices it and sends the nearest suitable truck.
Workflow
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Log the call
The call taker records caller, vehicle, location, problem and who is paying.
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Quote cash jobs
Private callers get a price from the rate card and pay by link before or on arrival.
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Pick the truck
The nearest truck with the right type, such as flatbed or wheel-lift, gets the job.
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Track the job
Dispatch watches on-the-way, on-scene and completed times and updates the caller.
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Handle police tows
Police and authority requests are logged with the reference and reason for removal.
Zoho CampaignsEntity diagram: Call Intake and Dispatch
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
- Zoho FSM
- Zoho CRM
Read the relationships as text
- Tow Job moves Vehicle (1:1)
- Tow Job sent as Dispatch (1:1)
- Payer pays for Tow Job (1:N)
Who does the work
- Call taker
- Dispatcher
- Night supervisor
Approvals and controls
- Jobs outside the service area need the supervisor
- Account jobs without a reference number are held until it arrives
Reports they watch
- Calls waiting and in progress
- Time from call to dispatch
- Jobs by type and payer
Hands over to
- Drivers and Road Service: Job details, location and account rules
- Impound and Storage Yard: Vehicles coming in for storage
Drivers and Road ServiceReaches the scene, tows or fixes the vehicle safely and records proof of the work.
Workflow
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Arrive and check
The driver marks arrival and takes photos of the vehicle from all sides before hook-up.
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Do the service
Tow, jump-start, tyre change, lockout or fuel delivery is recorded with mileage and extras.
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Entity diagram: Drivers and Road Service
The records this team creates and updates, their key fields, and how they link.
- Zoho FSM
- Zoho WorkDrive
Read the relationships as text
- Job Report has Damage Photo (1:N)
- Job Report adds Extra Charge (1:N)
- Job Report ends with Drop-off (1:1)
Who does the work
- Tow operator
- Roadside technician
Approvals and controls
- Extra winching or waiting time needs dispatcher approval for account jobs
Reports they watch
- Arrival time by driver
- Jobs per shift
- Jobs missing photos
Hands over to
- Finance and Accounts: Completed job reports to bill
- Fleet Maintenance: Truck faults and damage
Zoho FSMImpound and Storage YardStores towed vehicles safely, charges storage and releases them only to the right person.
Workflow
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Check in
Each vehicle is checked in with photos, condition, keys and location in the yard.
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Run storage fees
Daily storage charges run from check-in under the local rules for the type of tow.
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Notify owners
Registered owners and lienholders are notified where the law requires it.
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Release the vehicle
The yard checks ID and proof of ownership, takes payment and gets a signed release.
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Handle unclaimed vehicles
Long-stay vehicles follow the local disposal or lien process, tracked step by step.
Entity diagram: Impound and Storage Yard
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Stored Vehicle accrues Storage Charge (1:N)
- Stored Vehicle sends Owner Notice (1:N)
- Stored Vehicle released by Release (1:1)
Who does the work
- Yard manager
- Yard attendant
Approvals and controls
- Release without full payment needs the general manager
- Police holds block release until cleared
Reports they watch
- Vehicles in storage by age
- Storage revenue
- Vehicles due for disposal steps
Hands over to
- Finance and Accounts: Release payments and storage invoices
Fleet MaintenanceKeeps tow trucks and service vans safe, inspected and on the road.
Workflow
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Daily checks
Drivers complete a pre-shift check of lights, winch, straps and tyres.
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Fix defects
Defects from checks or the road create repair jobs and the truck is marked off road.
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Zoho Forms
Zoho Cliq
Zoho ExpenseEntity diagram: Fleet Maintenance
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Truck checked in Vehicle Check (1:N)
- Truck repaired by Repair Job (1:N)
Who does the work
- Fleet manager
- Mechanic
Approvals and controls
- Trucks with safety defects are off road until signed off by the fleet manager
Reports they watch
- Trucks off road
- Cost per mile by truck
- Services due
Hands over to
- Call Intake and Dispatch: Truck availability
- Finance and Accounts: Repair and fuel costs
Finance and AccountsBills accounts and private customers, reconciles yard and driver collections and pays costs.
Workflow
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Bill account jobs
Club, insurer and fleet jobs are invoiced with photos, times and reference numbers attached.
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Batch statements
Large accounts get weekly or monthly statements in their required format.
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Reconcile cash jobs
Card, link and cash payments from drivers and the yard are matched to jobs.
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Apply tax and close
Sales tax, GST or VAT is applied as your country requires and the month is closed.
Entity diagram: Finance and Accounts
The records this team creates and updates, their key fields, and how they link.
- Zoho Books
Read the relationships as text
- Invoice grouped in Statement (1:N)
- Invoice settled by Payment (N:N)
Who does the work
- Billing clerk
- Accountant
Approvals and controls
- Disputed account jobs are reviewed with photos before any credit
- Write-offs need the owner
Reports they watch
- Days sales outstanding by account
- Unbilled jobs
- Cash collected by driver and yard
Hands over to
- Management and Reporting: Revenue by payer type and cash position
HR and PayrollHires and certifies drivers and pays hourly, commission or per-job rates.
Workflow
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Track licences and training
Driving licences, towing certification and safety training are tracked with expiry.
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Pay drivers
Hourly, commission or per-job pay is paid through Zoho Payroll where it is available, or your local payroll provider.
Zoho Recruit
Zoho People
Zoho Learn
Zoho Shifts
Zoho PayrollEntity diagram: HR and Payroll
The records this team creates and updates, their key fields, and how they link.
- Zoho People
- Zoho Shifts
- Zoho Creator
Read the relationships as text
- Employee holds Licence (1:N)
- Employee works Shift (1:N)
- Employee earns Driver Pay (1:N)
Who does the work
- HR manager
- Operations manager
Approvals and controls
- Drivers with lapsed licences are blocked from dispatch
- Hours rules for drivers are checked before shifts are confirmed
Reports they watch
- Licences expiring
- Hours by driver
- Pay per job by driver
Hands over to
- Finance and Accounts: Payroll summary
- Call Intake and Dispatch: Driver roster
Management and ReportingGives owners one view of calls, arrival times, yard stock, account revenue and cash.
Workflow
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Watch the shift board
Calls, jobs in progress and arrival times are shown live for each shift.
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Entity diagram: Management and Reporting
The records this team creates and updates, their key fields, and how they link.
- Zoho Analytics
Read the relationships as text
- Shift Board feeds Account Scorecard (N:N)
- Shift Board informs Fleet Plan (N:N)
Who does the work
- Owner
- General manager
Approvals and controls
- New truck purchases are approved by the owner
Reports they watch
- Revenue by payer type
- Average arrival time trend
- Yard storage revenue and age
Hands over to
- Accounts and Partnerships: Accounts to grow or review
- Fleet Maintenance: Truck replacement plan
Zoho AnalyticsWhat to expect when you start
A typical plan for a focused project of one to three apps. Larger scope or messy data takes longer; we confirm the timeline after discovery.
Week 1 to 2
Map and agree
We walk through your towing and roadside assistance process from "Take the call" to "Bill accounts", list the records and fields you really need, and agree the scope.
Week 3 to 4
Build the core
We configure Zoho CRM and Zoho Creator with your stages, roles, approvals and templates.
Week 5 to 6
Connect and migrate
We clean and import your data, connect email, payments or other tools, and build the reports you will use every week.
Week 7 to 8
Test and go live
Your team tests with real cases, we train each role, and we cut over with a checklist.
Mistakes to avoid
- Copying the old spreadsheet column for column. Keep only the fields that help someone decide or act.
- Leaving out exceptions such as returns, changes and cancellations. Model them early so the team does not work around the system.
- No owner per stage. Name one person for "Take the call" and one for "Bill accounts".
- Going live without checking reports against numbers you already trust.
A good first win
Start with the problem that hurts most: Calls come in at all hours and jobs are taken on paper or in chat. Fixing one visible problem in the first month builds trust and adoption for everything after it.
What you can measure
- Average time to arrive
- Jobs per truck per shift
- Days sales outstanding on account work
- Vehicles in storage over 30 days
Questions about Zoho for towing and roadside assistance
Which Zoho apps suit towing and roadside assistance businesses?
A typical towing and roadside assistance setup uses Zoho CRM, Zoho Creator, Zoho FSM, Zoho Books. We confirm the exact apps after mapping your own process in a discovery call.
How does the business process flow in Zoho for towing and roadside assistance?
1. Take the call; 2. Dispatch a truck; 3. Tow or assist; 4. Store the vehicle; 5. Release and collect; 6. Bill accounts.
Which departments does a Zoho setup for towing and roadside assistance cover?
A full setup covers Accounts and Partnerships, Call Intake and Dispatch, Drivers and Road Service, Impound and Storage Yard, Fleet Maintenance, Finance and Accounts, HR and Payroll, Management and Reporting. Each department works in its own Zoho screens, but they share the same customer, order and finance records, so work moves from one team to the next without being retyped.
Zoho apps we set up for towing and roadside assistance
Zoho CRM
Zoho Creator
Zoho Books
Not sure which apps fit your business? Book a free 30-minute call or see all Zoho products we implement
Zoho services for towing and roadside assistance
All Zoho services →- Zoho implementationZoho CRM live within 2 weeks, fixed price agreed in writing
- Zoho support100-hour support packs, first reply within 1 hour
- Zoho consultingChoose the right apps and plan before you build
- Data migration to ZohoMove from Salesforce, HubSpot, Tally, QuickBooks or spreadsheets
- Zoho integration servicesConnect Zoho to payments, ads, telephony, e-commerce and more
- Zoho auditA scored review of your current Zoho setup
More industries we build Zoho workflows for
Zoho adapts to almost any business that has leads, orders, projects, people and money to track. A few examples are below; the industries page lists all 179 with a typical process flow and the Zoho apps behind each.
- Construction and ContractingControl tenders, project costs, subcontractors, site materials and progress billing from one system.
- Wholesale and DistributionRun orders, stock across warehouses, credit limits and collections for dealers and retailers.
- Food and BeverageTrack outlet and central kitchen stock, recipes, suppliers and daily sales with branch-wise accounts.
- Fitness and WellnessConvert enquiries into members, manage bookings and recurring fees, and keep members engaged.
- Staffing and RecruitmentManage client job orders, candidate pipelines, placements and invoicing in one flow.
- Travel and TourismTurn enquiries into itineraries, bookings and payments with supplier and customer tracking.
- Telecom and ISPsRun activation, installation, support and recurring billing for subscribers and enterprise accounts.
- Media and AdvertisingManage clients, briefs, campaign projects, approvals and retainer billing for agencies and media firms.
- Import and Export TradingHandle enquiries, proforma invoices, shipments, documentation and multi-currency accounting.