FieldEdge reviews

Very good tool for support management

Opmerkingen: I highly recommend the program, especially for the support that is very good

Pluspunten:

It was less than 6 months knowing this tool, but the intuitive features, not having to make calls to receive attention, is very practical.

Minpunten:

There are not many negative things to say about the software, however the learning curve with many options is a bit pronounced.

Helps manage, organize, and grow your service business.

Opmerkingen: I am extremely thankful for the support team at FieldEdge. They are knowledgeable, helpful, and know their application well. Although implementation took some time and we still are improving our data set, we are glad that we selected to use FieldEdge as our SMS (Service Management Software). It truly brought our company from where we were to the next level. We are now a more consistent, more efficient, and more profitable company. If you do select FieldEdge to help your company, my one piece of sage advice is to spend time building out your pricebook for your Field Service Technicians. Adding photos, detailed descriptions, and the like will help them select the right part for the job and help you make sure you are billing the customer for the right part,.....etc.... etc....

Pluspunten:

FieldEdge has been instrumental in helping our business automate so many of the daily tasks of operating our service business. From tracking how marketing works, setting up new service calls through our dispatcher, informing our techs where and when they need to be at jobs, invoicing, quoting, historical work completed, and even uploading photos. By in large, FieldEdge has the service process covered and help companies that use it, become better at communicating with customers, employees, and management. I have been impressed with most every feature that they offer. The one feature which I think has helped us grow the most is the use of packages. A package is a grouping of items that are typically sold together. These packages have the individual items used to create the package as invisible to the consumer and a blank freeform data field to explain what the package is. The use of packages has grown our average sales ticket and improved the efficiency of our technicians. Customer love that they get detailed written invoices and quotes promptly emailed to them. Dispatchers love see where the techs are in the day so they can squeeze in an extra service call or two. From an owner and management side of things, I sincerely appreciate how this tool helps customer, dispatcher(s), field service technicians, and our management to all work together.

Minpunten:

Can't really think of any major cons. There are some "Wish-List" items which I have for fine tuning the software, but they are minor disadvantages. One such example is the history of customer interactions. It is visible on the mobile application, but it isn't easily viewed. For example, it may say that we had an invoices in May 2016, September 2017, February 2019, and July 2020. To find if a customer purchased a widget from us, we have to review each invoice to "hunt" for the widget and when or if it was sold by us.

Not a good product.

Opmerkingen: Wouldn’t use or recommend this product.

Pluspunten:

Nothing nothing at all. Poorly constructed phone app.

Minpunten:

Training was lacking. Poor operating phone app.

Highly customizable - Field Edge, hands down, is the best out there

Opmerkingen: Excellent. I could not ask for better customer service. Specifically, [SENSITIVE CONTENT]
our Customer Success Manager, has been great to work with. He responds quickly, is very hands on, and is overly dedicated to our team.

Pluspunten:

The customization capabilities , the program being web-based, simple to use, and works full circle for every user, regardless of role, and for each division

Minpunten:

It would be useful if the reports could be generated in all formats

Great software for a smaller company & cost effective

Opmerkingen: Overall, it is a good system for the price. It gets the job done, syncs with quickbooks online, and is rather user friendly.

Pluspunten:

I like the amount of options the overall program offers; such as tracking call sources, maintenance agreement tracking, installation/equipment tracking, general layout of the software itself.

Minpunten:

Some cons for me would be the lack of in depth or interactive reporting; I would like to see them roll out the option to pull custom report vs the built in ones. We have encountered multiple issues with "downtime" when the FieldEdge system gets interrupted & the office and technicians cannot login, this causes many issues and is very inconvenient. They do actively try to get it resolved, but when you're in our industry any downtime can cause major disruptions. I would like to see more options for the communication templates as well - such as being able to send appointment booking confirmation & reminders (as well as more interactive edits with the emails i.e. being able to decide when to send the appointment reminder rather than it just being a day before reminder.)

HORRIBLE! Would NEVER recommend.

Opmerkingen: Horrible. The program itself is alright, but the people surrounding it make it not worth having. Not to mention when you leave the program, you lose all of YOUR information, unless you are willing to pay for it. These are things that I think should be disclosed at the beginning.

Pluspunten:

It was easy for the most part to set up and use. Easy to navigate and dispatch and kept everything together in one system.

Minpunten:

Customer service is terrible. The system lagged, wouldn't connect, there were mobile issues, you name it. The customer service reps didn't know anything, and if you escalated it to your actual account reps, they were absolutely no help whatsoever.

Field Edge Review

Opmerkingen: I like the dashboard tab for easy overall numbers of sales, quotes and marketing

Pluspunten:

Its easy to use and keeps everything in order. Links to QuickBooks which is helpful. I like the training modules for new employees coming in. Service is great

Minpunten:

Missing features to help with receivables like statements.

A scam, don't trust this company

Opmerkingen: This company has no customer service whatsoever in their onboarding department. They kept promising things to keep us trying to use them, and then they wouldn't deliver.

Pluspunten:

I liked everything they told me about it. Sadly none of it was fulfilled.

Minpunten:

They broke every part of the agreement we made and still decided to keep my onboarding fees of $1500 after telling me I'd get a full refund, after ghosting me for months and not pulling any usable data from Service Titan.

DO NOT FALL FOR THE SALES PITCH!

Opmerkingen: Our experience with FieldEdge has been an absolute nightmare that still is not over. Potential clients should beware that the sales team will promise you that the program has every feature you should need. Our sales representative was [SENSITIVE CONTENT HIDDEN]. [SENSITIVE CONTENT HIDDEN] was very friendly and from what I believed thoroughly trained and competent on the software he was selling. We were looking for a mobile friendly dispatch program that also offered accounting. We are a small A/C and Heating business that understood FieldEdge was pricey and a risk for us but with everything we were told the system offered we thought it was the best choice. We paid $800 for the "implementation process" which was to take 5 weeks. In this time we would be given a trainer to walk us through how to use the system & a tech guy who was going to be taking the data from our old system and inputting it in the new software. [SENSITIVE CONTENT HIDDEN] was our trainer and from our first call with him we started experiencing problem after problem. Our tech guy was originally supposed to be [SENSITIVE CONTENT HIDDEN] but then switched to [SENSITIVE CONTENT HIDDEN]. I spoke with a female who was supposed to walk me through how to export the data from our old system and she was barely able to assist me through that. When I would ask a question she would reply that she wasn't sure. She was just reading off a paper... Our training consisted of watching video tutorials. I'm unable to comprehend why they gave us our own onboarding team when the only thing [SENSITIVE CONTENT HIDDEN] did was just check to see if I

Pluspunten:

I did not like anything about this software. We spent 4 weeks of the "implementation process" but never had any of our data submitted into the system. Only had access to a dummy account.

Minpunten:

Not mobile friendly for the office side, terrible tech support, unable to import data from Housecall Pro, price is higher than other systems and doesn't offer anything special

Okay at Best

Opmerkingen: FieldEdge would probably be great for an RLC (residential/light commercial) company. But as a company that is entirely commercial with many long, multi-phase projects, it leaves much to be desired and demands work-arounds. The mobile app is horrendous and completely unusable by our technical crew. They regularly comment on needing to close down/reopen the app, freezing, and even going so far as to say they've tried uninstall/reinstalling it. Additionally, any requests for assistance from tech support, albeit responsive, are often lacking. Frequently we're steered towards a few 'training' pdfs and videos that don't go into much detail that we need, or answer our questions at all. Beyond that, they suggest paying copious amounts of money for 1:1 time with one of their 'experts'. Again, this may work for the smaller folks looking for rudimentary service software, but our company is already looking elsewhere.

Pluspunten:

Variety of Functions, Covers Most Needs

Minpunten:

Awful Mobile App, Not "big" Commercial Friendly, Spotty Support

Field edge is great.

Opmerkingen: I like it very much.

Pluspunten:

Dispatching, Field integration with quick books Invoice. Quotes and and receipts for customers.

Minpunten:

We will see what ma come in the future. I am looking forward to seeing what comes up next.

Fieldedge is a bad bet

Opmerkingen: The tech they hire are nothing but phone answering receptionist. None of them are trained on the product. they don't even know where to direct you to installed their apps. they hire these kids out of school with no IT training and expect them to support their customers. I have a BS degree in IT and been in the field for 30 years. these kids has no knowledge in the IT world. the can BS the non IT people but when they hit someone knowledgeable in the field they state they have to have someone to call back. 3 to 5 business day later still no call. I have now been waiting for about 3 weeks to get me connector work with QB. that mean no billing info or Payroll info going to QB. I have my personally doing excel sheets for payroll. But they still expect to get their payment. I just received a call from [SENSITIVE CONTENT] that told me I need to be nicer to the tech that is wasting my time because he is lacking training on the product. I told him he needs to get better training because your customer are paying their personally to talk with him and spend dollars doing manual excel sheets for payroll

Pluspunten:

not much. None of there modules live up to exceptions. falls short on all of the product.

Minpunten:

The software has a connector app that must be running on another box and it goes off line every time the software has an upgrade. then I have to spend the next two days trying to get the fieldedge tech on the phone. The product must be installed by the fieldedge tech because they must enter a code and password.

[SENSITIVE CONTENT HIDDEN] is the best!

Opmerkingen: I think over all this program/ software is good it is not the greatest one out there yet [SENSITIVE CONTENT HIDDEN] is fantastic, we appreciate all she does!

Pluspunten:

I have been using this for almost 2 years now at my company and there are somethings that it would do to make it better. The thing that I like the most is the fact that it remains me to call the customer when their maintenance is due.

Minpunten:

I think the system could be better by creating a Mach maintenance (QUOTE) plan to send to the customers to show them what will be their plan with pricing and have them electronically sign the agreement with accept or decline option, as well as the system take off the % off the plan when scheduled.

Perhaps it will improve in the near future

Opmerkingen: FieldEdge overall is trying to be relevant but they may have grown too fast to create an actually well thought out and functional product. They charge for their product as if they are #2 (just after service titan). Unfortunately they aren't even in the top 5 for service products. They really need a moment of humility to really step back and humbly critique their own product and then spend the following 6 months fixing all the absurd limitations they've built into it.

Pluspunten:

The product has a few nice features. The dispatch board is nice in that it shows when a technician is traveling to an appointment, working or completed. The membership section is decent as well.

Minpunten:

The product is not designed very well and the onboarding staff [SENSITIVE CONTENT HIDDEN] seems more concerned with defending the product versus attentively listening and understanding folks who work in the industry day in and day out. As such, I'm not certain that proper feedback is flowing through to the developers as some of the features of the product are simply not well designed nor flexible. For example: - you cannot click on a time slot in the dispatch board to initiate a scheduled work order/job. - when you e-mail a quote to a customer the customer has no way of approving that work order. They simply have to respond to the e-mail saying that they agree to the estimate. Every single solitary competitor of theirs including very small companies have the ability to do this (jobber, housecallpro, service fusion, service titan, mhelpdesk, you name it). - You have no way of copying an existing estimate to another customer. Again, it's almost certain the folks developing the product are in the dark on how important these basic functionalities are (and again, literally every competitor has this capability). Their response? You can use assemblies. Nope - that doesn't resolve the problem. - You are unable to create new employees in fieldedge. The only way you can create users is based on full time employees you have built in quickbooks. HUH?? Yes, i'm serious. Therefore, if you have a contractor (who is not an FTE) you will have to build him in quickbooks as a W2 employee.

Great All Round Dispatching Program.

Opmerkingen: Overall this is a great program that really helps manage time and perform a good assessment on how to serve the client. It holds a lot of info and is a great time saver. There is some time to learn up on the system, but as you use it you see the reasoning and it all fits together. The other good thing I like about this program is the great support and friendly staff. They always answer even the smallest question I have and take the time to help me understand the answer and walk me through it. I am not too savy a computer guy so support to talk to a real person is a must for me. Also these guys listen to our real life experiences out here. They take into account our suggestions with each new update or version. This is important because our environment changes all the time and there is always a newer way to do somehting. This is a good all round product and I highly recommend it.

Pluspunten:

Cons... ( Did not have enough room in the Con Section) (See Iver all Recommendation for Pros) As a dispatching program it would be nice to have a fleet management system. A log to keep track of VIN #, When Tabs are due, Maintenance is due, Truck #, Driver during periods of time, Repair and service Types and dates, ect... Since there are so many tax variations within the service are we dispatch to it would be helpful that the tax % would print on the dispatch and visble on the dispatch screen. We spend the time inputing the tax codes in the system and then applying it to each dispatch, this would be a good field to add.

Minpunten:

Cons Continued... Reports are good, but I have noticed that we enter a lot of information on jobs that we cannot sort reports on. For example: When we breakdown an invoice into ESC we enter the resale of: Labor, Subcontractors, Material, Equipment Fee, Permits, Trip Charge, Rentals, and probly a few other catagories depending on the job.... But the report I would love to run, but can't is... Each technician's production by department in: *Labor *Rentals *Material *Sub Contractors *Equipment Fee *Trip Charges * And so on Also, the paging system is nice... unless you have to page a group of people. It would be great to be able to send a page to just my plumbers with one button or just my HVAC techs or just ....

Disappointed

Opmerkingen: Very hard to deal with, they correct you on the phone, refer to the contract continually and the emails that I did not receive personally. Feeling bullied

Pluspunten:

Nothing about this program now that I have been lied to and bullied

Minpunten:

They did not deliver what was sold as per the salesperson, now they raised their prices to more than double. I bought ESC before they had Feild edge, tried to get me to switch, I wouldn't switch since? I had just bought ESC. Now the prices I have been raised more than double. I bought the program so that I wouldn't have monthly payments like other programs and services. That was the selling point. But now my tech support prices have been increased and my per tablet prices from went 15 per tablet to over 45. ESC reached out but were complete jerks!! Basically, saying it was my, fault for trusting their salesperson. That I was informed of the price increase when they send the email to an old email address.

Great platform for automating the administrative end and field tech end of a growing business.

Pluspunten:

The program is very user friendly as is the onboarding process. Easy navigation within both the mobile version for our field technicians and also within the office user license on the admin side. Love the Help Center/chat now feature for immediate help when we draw a blank, need some feedback, or when we need to simplify the way we are completing certain tasks....there is usually always a better suggestion through the Help Center. Our [SENSITIVE CONTENT HIDDEN] has been fantastic with his responses also. He has been very helpful assisting us with custom reports and always very quick to respond to any email I send. He's definitely an asset!

Minpunten:

I do feel that reporting could be a bit more interactive; I feel like there should be a way for each company to customize the data they need to see daily for reporting purposes, such as an all inclusive KPI section on the dashboard.

FE by Steve Moore

Opmerkingen: Finally slowing down so we can work on better understanding , implementing and trying to get some issues worked out

Pluspunten:

Paperless invoicing and link to pay from invoice

Minpunten:

Disappointed in the jump from ESC to FE. Several important HVAC fields N/A in FE like filter info, belt info, zone name most houses have multiple equipment zones. Onboarding seemed hurried. Pulled trigger in Jan finally got up and running March 17.

Very pleasant and dependable

Opmerkingen: Very good experience overall with them. They are very helpful and make things easier to navigate and always willing to help and if there is a problem they are there to fix it in a well timely manner.

Pluspunten:

They have the best customer service. They are always making new features to try to make the software easier to use for us. Always considering our needs when building the software.

Minpunten:

Would love to see an address validation when adding a new customer.

support is the real issue

Opmerkingen: negative. have been ignored for 30 days at a time. when "help" calls no solutions are offered

Pluspunten:

the program could be useful if it could be ran.

Minpunten:

everything takes 20 extra steps to complete support is useless techs hate it information is lost connection with quickbooks is a major issue WHAT YOU ARE SOLD IS NOT WHAT YOU GET. SUPPORT IS A JOKE NEVER FIX ISSUE UNTIL YOU ARE UPSET THEN MAKE YOU THE BAD GUY FOR BEING UPSET. they keep shoving their satisfaction rating down the throats of customers, when really people are stuck with them because they spent all this time and money on the program

Best decision we made 2 years ago!

Opmerkingen: We were using a very old software program with a lot of manual entry. We have been able to manage our technicians much more efficiently. Invoicing is streamlined. A lot of statistics we used to guess about are now tracked with FieldEdge-which is so important for growth! We are able to see what advertising truly works and what is ultimately a waste of money and effort! I looked into a lot of programs and have to say there isn't anything I regret about our decision! And the icing on the cake is the customer service. Hands down best of any of the many companies I deal with on a daily basis. Responsive and thorough. They have also integrated with other platforms which is great for having everything in one place. Can't wait to see what they have in store next!

Pluspunten:

Ease of use. Reliability. Ability to customize like no other software out there. Consistently listening to their customers recommendations and updating. Best value for price!

Minpunten:

If you can call it a con? We are busier than ever as it has streamlined so many ways we operated that we are able to mange our technicians much more efficiently!

Best company out there hands down on every level!

Opmerkingen: We moved two customer databases when switching to FieldEdge. We had many duplicates due to our trying to merge these to databases over the past few years-all prior to FieldEdge. Take the advice of FieldEdge and the time to clean up as much as you can prior to going live. It really made a huge difference for our company!

Pluspunten:

Everything! I looked at a lot of companies for a few months before choosing FieldEdge. Their product overall is excellent and constantly getting better with customer suggested updates all year long-yes! They listen to us little guys! Support is superior compared to any other company I have dealt with professionally! Price point-they cannot be beat for the product they offer. Period. The ability to customize so many features within the program truly shows that FieldEdge is dedicated to making a product that works for all types and sizes of companies-you won't find this elsewhere!

Minpunten:

The only con I have is that we have not slowed down enough to fully explore all the extras that make FieldEdge so much more than just a dispatching program! Customer Recall Management, Tracking aging equipment for targeted marketing. These are all things that we cannot wait to begin! And the list goes on and on!

Highly Satisfied Customer

Opmerkingen: CSR was a valuable asset to our company. Her kind manner, determination to solve problems quickly and knowledge of FieldEdge is exceptional. At times the learning curve with FieldEdge became frustrating, yet She remained calm and patient with our team and provided solutions. She periodically checks in on us even though we are fairly self-sufficient, inquiring about our satisfaction and still offering assistance. We appreciate the support Alyson provides.

Pluspunten:

FieldEdge keeps our company punctual with customers and the ability to follow through with commitments. It also helps us track well labor hours and parts on order.

Minpunten:

Our least favorite features at the moment within FieldEdge are 1) inability to change most information in a parts request once it's been marked ordered and 2) unlock technicians work orders on the dispatch board.

Happy with Fieldedge-

Pluspunten:

Transferring from our old software to Fieldedge was a lot easier than I thought it would be- customer support throughout our transition and to this day has been fantastic, quick response and always helps get the problems fixed-

Minpunten:

Do not like that I cannot print customer notes (previous history)-

Interstate Fire & Safety

Pluspunten:

Easy to use; easy to teach new staff member

Minpunten:

Accounting package could be upgraded to a more user friendly version Credit cards - need the software to add the credit card fee to be added to invoice