Managing CMA Machines Shouldn’t Be a Guessing Game
Real-Time Monitoring & Service Management for Industrial Equipment
For Manufacturers, Downtime Is Expensive Disorganized Data Makes It Worse
When you’re managing CMA machines across multiple factory floors, clients, and service teams, fragmented data leads to delays, missed maintenance, and frustrated teams.
That was the case for one leading industrial service provider, until they adopted a centralized machine management portal powered by Zoho CRM and Zoho Catalyst.
Disjointed Service Records
No single view of service history across machines or users
Zero Client Visibility
Customers had no access to their own machine status or service tickets
Multi-Contact Confusion
One account might have multiple users, but no shared access to machine data
Ticket Submission Chaos
Requests came in via emails, phone calls, or support staff, but weren’t always tracked
Scattered Documentation
Engineer notes and files were stored in too many places
A Centralized Portal for Machine and Service Management
By integrating Zoho CRM with a custom Zoho Catalyst-powered portal, the team created a complete, self-service system for clients to manage machines, raise service tickets, and access documentation
Challenge
Disjointed Service Records
No single view of service history across machines or
users
Zero Client Visibility
Customers had no access to their own machine status or service tickets
Multi-Contact Confusion
One account might have multiple users, but no shared access to machine data
Ticket Submission Chaos
Requests came in via emails, phone calls, or support staff, but weren’t always tracked
Scattered Documentation
Engineer notes and files were stored in too many places
Solution
A Centralized Portal for Machine and Service Management
By integrating Zoho CRM with a custom Zoho Catalyst-powered portal, the team created a complete, self-service system for clients to manage machines, raise service tickets, and access documentation
A Centralized Portal for Machine and
Service
Management
Account & Contact Management
• Accounts are created in Zoho CRM by admins
• Multiple contacts can be linked to a single account
• Each contact receives a secure password setup email
• Roles and access are automatically assigned and synced to the portal
Secure Portal Access
Users set up their password and log in via a secure portal
CMA Machine Visibility
Every contact associated with that account has shared visibility
Service Ticket Creation & Tracking
Tickets can be created from either the portal or directly in Zoho CRM
Documentation & Notes Sync
Clients and engineers can upload files (images, reports, specs)
Real-Time Machine Monitoring
• Operational status (start day, end day)
• Parts inventory and maintenance status
• Equipment specs and latest updates
• Full service and repair timeline
The Workflow: From Registration to Real-Time
Monitoring
Account Created in Zoho CRM
Contacts Added and invited to set up secure passwords
Portal Accessed by users with role-based visibility
Machines Displayed for all account-linked users
Service Tickets Logged from portal or CRM interface
Documents Uploaded and notes logged by service teams
Live Status Monitored across machines and service cases
The Workflow: From Registration to Real-Time Monitoring
Account Created in Zoho CRM
Contacts Added and invited to set up secure passwords
Portal Accessed by users with role-based visibility
Machines Displayed for all account-linked users
Service Tickets Logged from portal or CRM interface
Documents Uploaded and notes logged by service teams