Zoho implementation for Water and Utilities Services
Zoho for water and utilities services: manage connections, meter readings, tickets, field jobs and billing.
Business process workflow
How water and utilities services work flows in Zoho
Manage connections, meter readings, tickets, field jobs and billing.
Common problems we fix
- Meter data arrives late
- Complaints are tracked in calls
- Billing disputes are frequent
The process, step by step
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Zoho Desk
Zoho FSM
Zoho AnalyticsDepartment by department
How every department of a water and utilities services business works in Zoho
In a water or utilities services business, connections, network operations, metering and billing, field maintenance, water quality, stores, accounts and HR all work on the same consumer and the same asset. In Zoho each team has its own screens, but they share one consumer account, one connection and one asset register, so a meter change, a leak repair or a disputed bill is traced from start to finish.
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.
- 1Consumer Services and New Connections to Field Operations and Maintenance: Connection work orders with survey and materials
- 2Consumer Services and New Connections to Metering and Billing: New consumer accounts with tariff and meter
- 3Network Operations and Control to Field Operations and Maintenance: Maintenance jobs for faults and pressure issues
- 4Network Operations and Control to Water Quality and Compliance: Plant dosing and treatment readings
- 5Metering and Billing to Field Operations and Maintenance: Faulty meter replacement jobs
- 6Metering and Billing to Finance and Accounts: Billed revenue, collections and arrears
- 7Field Operations and Maintenance to Procurement and Stores: Material requests and returns by work order
- 8Field Operations and Maintenance to Consumer Services and New Connections: Completed connection jobs with meter details
- 9Water Quality and Compliance to Network Operations and Control: Treatment and dosing actions
- 10Water Quality and Compliance to Management and Reporting: Compliance results for regulators and board
- 11Procurement and Stores to Finance and Accounts: Goods receipts and supplier bills
- 12Finance and Accounts to Management and Reporting: Monthly revenue, arrears and cost by zone
- 13HR and Payroll to Finance and Accounts: Payroll totals for posting
- 14Management and Reporting to Network Operations and Control: Approved capital works and targets by zone
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.
Consumer Services and New ConnectionsTakes new connection applications, transfers and disconnections and is the consumer's first point of contact.
Workflow
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Take applications
New connection, transfer and load change applications come in online or at the counter with property and ID documents.
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Survey the site
A field survey checks the nearest main, pipe size and road cutting needed, and the estimate is prepared.
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Collect charges and sign agreement
Connection charges and deposit are collected and the consumer signs the supply agreement.
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Release the work order
Once paid, a connection work order goes to field operations with materials listed.
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Activate the account
After installation the meter is linked and the consumer account goes live for billing.
Zoho SignEntity diagram: Consumer Services and New Connections
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
- Zoho FSM
- Zoho Sign
Read the relationships as text
- Application assessed by Site Survey (1:1)
- Application creates Consumer Account (1:1)
- Consumer Account bound by Supply Agreement (1:1)
Who does the work
- Consumer service officer
- Connections engineer
- Customer service manager
Approvals and controls
- Connections needing a main extension need the network engineer's approval
- Waiving connection charges needs the general manager
Reports they watch
- Applications by stage and age
- Time from application to connection
- Disconnections and reconnections by area
Hands over to
- Field Operations and Maintenance: Connection work orders with survey and materials
- Metering and Billing: New consumer accounts with tariff and meter
Network Operations and ControlRuns treatment plants, pumping stations and the distribution network to keep supply, pressure and losses under control.
Workflow
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Log daily plant readings
Operators record flows, levels, pump hours and chemical dosing for each plant and station.
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Track non-revenue water
Bulk meter readings are compared with billed consumption by zone to find losses.
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Raise maintenance jobs
Faults, pressure drops and pump trips create maintenance jobs for the field team.
Entity diagram: Network Operations and Control
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Zone measured by Bulk Meter Reading (1:N)
- Zone contains Network Asset (1:N)
- Plant Log supplies Zone (N:N)
Who does the work
- Plant operator
- Control room operator
- Network manager
Approvals and controls
- Planned shutdowns need the network manager and notice to consumers
- Chemical dosing changes need the water quality officer
Reports they watch
- Production and supply by zone
- Non-revenue water by zone
- Pump energy use per volume
Hands over to
- Field Operations and Maintenance: Maintenance jobs for faults and pressure issues
- Water Quality and Compliance: Plant dosing and treatment readings
Metering and BillingReads meters, raises accurate bills by tariff and resolves billing disputes.
Workflow
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Capture readings
Readers capture readings and photos on mobile, with faulty or locked meters flagged.
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Validate and bill
Readings are checked for spikes, then bills are calculated on tariff slabs and fixed charges.
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Send bills and collect
Bills go by SMS or email with payment links, and payments post to the account.
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Handle disputes
Bill complaints are logged, rechecked and adjusted where needed.
Zoho CampaignsEntity diagram: Metering and Billing
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
- Zoho Desk
Read the relationships as text
- Meter records Meter Reading (1:N)
- Meter Reading billed in Consumer Bill (1:1)
- Tariff prices Consumer Bill (1:N)
- Consumer Bill may raise Bill Dispute (1:N)
Who does the work
- Meter reader
- Billing officer
- Revenue manager
Approvals and controls
- Bill adjustments above a set value need the revenue manager
- Estimated bills for more than two cycles trigger a meter inspection
Reports they watch
- Billing efficiency by zone
- Collection efficiency and arrears
- Meter exceptions by type
Hands over to
- Field Operations and Maintenance: Faulty meter replacement jobs
- Finance and Accounts: Billed revenue, collections and arrears
Field Operations and MaintenanceFixes leaks, bursts and faults, installs connections and meters and maintains network assets.
Workflow
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Repair and record
Crews record the fix, pipe size, materials used and photos before and after.
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Restore road and close
Road restoration is logged and the job is closed with consumer confirmation.
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Plan preventive maintenance
Pumps, valves and meters get preventive maintenance schedules.
Zoho InventoryEntity diagram: Field Operations and Maintenance
The records this team creates and updates, their key fields, and how they link.
- Zoho FSM
- Zoho Inventory
Read the relationships as text
- Crew works on Work Order (1:N)
- Work Order consumes Material Used (1:N)
- Work Order may update Asset Maintenance (N:N)
Who does the work
- Field supervisor
- Plumber and fitter
- Maintenance engineer
Approvals and controls
- Emergency excavation outside working hours needs the duty engineer
- Material use above the job standard needs the field supervisor
Reports they watch
- Complaints resolved within target time
- Repeat leaks by area
- Preventive maintenance done against plan
Hands over to
- Procurement and Stores: Material requests and returns by work order
- Consumer Services and New Connections: Completed connection jobs with meter details
Water Quality and ComplianceSamples and tests water at source, plant and taps and reports against drinking water standards.
Workflow
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Collect and test samples
Field and lab results for chlorine, turbidity, pH and bacteria are logged against the sample point.
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Act on failures
Failed results trigger flushing, re-sampling and notice to network operations.
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Report to the regulator
Periodic compliance reports are prepared from results and submitted.
Zoho Cliq
Zoho WorkDriveEntity diagram: Water Quality and Compliance
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Sample Point sampled in Water Sample (1:N)
- Water Sample tested for Test Result (1:N)
- Test Result may raise Quality Incident (1:N)
Who does the work
- Water quality officer
- Lab chemist
Approvals and controls
- Any bacteria failure is reported to the general manager the same day
- Closing a quality incident needs a passing re-sample
Reports they watch
- Compliance rate by parameter
- Failures by zone
- Samples missed against plan
Hands over to
- Network Operations and Control: Treatment and dosing actions
- Management and Reporting: Compliance results for regulators and board
Procurement and StoresBuys pipes, fittings, meters, chemicals and spares and keeps field crews supplied.
Workflow
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Tender and buy
Bulk items are bought through quotations or tenders and POs are approved by value.
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Entity diagram: Procurement and Stores
The records this team creates and updates, their key fields, and how they link.
- Zoho Inventory
Read the relationships as text
- Purchase Order received as Goods Receipt (1:N)
- Store Item stocked by Goods Receipt (1:N)
- Store Item issued as Material Issue (1:N)
Who does the work
- Store keeper
- Procurement officer
Approvals and controls
- POs above the set value need the general manager
- Meters must pass inspection before issue
Reports they watch
- Stock by store and item
- Material issued by work order type
- Supplier delivery performance
Hands over to
- Finance and Accounts: Goods receipts and supplier bills
Finance and AccountsBooks revenue and collections, manages consumer deposits and pays suppliers and contractors.
Workflow
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Post billing revenue
Billed revenue and collections post to Zoho Books by tariff category and zone.
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Manage deposits
Consumer security deposits are held and refunded on disconnection after final dues.
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Pay suppliers and contractors
Bills are matched to POs, receipts or measured work and paid.
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Track asset costs
Network asset additions and maintenance costs are tracked by zone.
Entity diagram: Finance and Accounts
The records this team creates and updates, their key fields, and how they link.
- Zoho Books
- Zoho Creator
Read the relationships as text
- Revenue Posting linked to Consumer Deposit (N:N)
- Supplier Bill charged to Asset Cost (N:N)
Who does the work
- Accountant
- Revenue accountant
- Finance manager
Approvals and controls
- Deposit refunds need clearance of final bill
- Payments above the limit need the finance manager
Reports they watch
- Revenue and collections by zone
- Arrears ageing
- Cost per connection served
Hands over to
- Management and Reporting: Monthly revenue, arrears and cost by zone
HR and PayrollStaffs plants, field crews and offices around the clock and pays wages, shift and standby allowances.
Workflow
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Hire and certify
Operators and fitters are hired with trade certificates and safety training on file.
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Run payroll
Wages and allowances run in Zoho Payroll where it is available, or a local 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 Learn
Read the relationships as text
- Employee assigned to Shift Roster (1:N)
- Employee completes Safety Training (1:N)
Who does the work
- HR officer
- Safety officer
- Payroll officer
Approvals and controls
- Staff without valid confined space or safety training cannot be rostered for that work
Reports they watch
- Roster coverage by plant
- Overtime and standby cost
- Safety training due
Hands over to
- Finance and Accounts: Payroll totals for posting
Management and ReportingGives leadership and the board one view of supply, losses, service levels, quality and revenue.
Workflow
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Bring data together
Plant, billing, field, quality and Books data sync into Zoho Analytics.
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Review service levels
Complaint resolution, supply hours and pressure by zone are tracked weekly.
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Review losses and revenue
Non-revenue water, billing and collection efficiency are reviewed monthly.
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Plan capital works
Asset condition and loss data guide pipe replacement and network plans.
Zoho ProjectsEntity diagram: Management and Reporting
The records this team creates and updates, their key fields, and how they link.
- Zoho Analytics
- Zoho Projects
Read the relationships as text
- NRW Report prioritises Capital Project (1:N)
- Service KPI informs Capital Project (1:N)
Who does the work
- General manager
- Board member
- Planning engineer
Approvals and controls
- Capital projects need board approval
Reports they watch
- Non-revenue water trend
- Collection efficiency
- Complaint resolution time
- Quality compliance
Hands over to
- Network Operations and Control: Approved capital works and targets by zone
What 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 water and utilities services process from "Connection request" to "Service reports", list the records and fields you really need, and agree the scope.
Week 3 to 4
Build the core
We configure Zoho Creator and Zoho Forms 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 "Connection request" and one for "Service reports".
- Going live without checking reports against numbers you already trust.
A good first win
Start with the problem that hurts most: Meter data arrives late. Fixing one visible problem in the first month builds trust and adoption for everything after it.
What you can measure
- Billing accuracy
- Complaint resolution time
- Collection rate
Questions about Zoho for water and utilities services
Which Zoho apps suit water and utilities services businesses?
A typical water and utilities services setup uses Zoho Creator, Zoho Forms, Zoho Billing, Zoho Books, Zoho Desk, Zoho FSM, Zoho Analytics. We confirm the exact apps after mapping your own process in a discovery call.
How does the business process flow in Zoho for water and utilities services?
1. Connection request; 2. Meter readings; 3. Billing; 4. Complaints; 5. Field jobs; 6. Service reports.
Which departments does a Zoho setup for water and utilities services cover?
A full setup covers Consumer Services and New Connections, Network Operations and Control, Metering and Billing, Field Operations and Maintenance, Water Quality and Compliance, Procurement and Stores, 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 water and utilities services
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 water and utilities services
All Zoho services →- Zoho integration servicesConnect Zoho to payments, ads, telephony, e-commerce and more
- 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 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.