Connecting Zoho, AGOL, and SQL Server with FME

Extending the reach of FME Data Integration and Automation

A mid-sized city in Louisiana was seeking to improve citizen engagement and reduce the amount of time that citizen issues were being addressed on a 12-year capital improvement program To help respond to citizen efficiently there was a need to quickly locate calls on a map in relation to project locations, existing work-orders, and city-owned wastewater assets Program staff utilize Customer Relations Management (CRM) and Help Desk tools from Zoho to log issues and track resulting tickets.

The Challenge: Multiple systems are in use in the Capital Program making it challenging to tie related information together. Zoho Desk is used to log and manage citizen calls with ticket tracking workflow. Zoho Analytics is used to show related citizens calls and how long the call takes to resolve. ArcGIS Online is used to publish maps and feature services providing access to information to program stakeholders. Cityworks is used for asset and work order management. Oracle Primavera Unifier is used for capital planning, project delivery, cost controls

FME is used to bring information together from separate systems allowing program staff to see where calls are in relation to work occurring or scheduled to occur in the program. This helps program staff efficiently and effectively respond to Citizens.

This presentation will go through the main data integration workflows and how Burns & McDonnell’s technical consultants used FME in collaboration with Safe Software and The City’s Citizen Help desk staff.

FME Components utilized include: - FME Web Connections: customized to connect to Zoho - FME Transformers: HTTPCaller (Json Streaming), JSONExtractor, JSONFragmenter - FME Readers/Writers: ArcGIS Online, Microsoft Sql Server (Non-Spatial) - FME Server: To schedule data sync during business hours on the hour