FieldEdge reviews

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

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.

Great Staff and Growing Platform

Opmerkingen: Overall the team at Fieldedge is willing to work with you which is something you don't often find when working with a vendor. They are flexible, friendly and generally pleasant to work with, which helps make up for some of what the service may lack. There are plenty of options out there but if you're looking for a partner instead of a rigid behemoth, Fieldedge is a great choice.

Pluspunten:

The system is relatively simple to use and the support staff is almost always fantastic to work with. Grace, my CSM is practically a member of our team and goes way above and beyond to help us with anything we need. She's a big part of the reason why we're still with this system.

Minpunten:

Reporting leaves a lot to be desired, and overall, the system needs polishing along with a heavier, more focused approach to developing from the end user's needs. I feel like they'd gain 10x the insight into how to measurably improve the product if they spent some time with a company who uses it regularly.

Great Customer Service

Pluspunten:

This product did not answer all of our answers, but FieldEdge was always willing to help! They made sure our needs and concerns were their needs and concerns. Their customer service is excellent!

Minpunten:

They are continually adding features so many features we needed at the beginning they did not have. They now do!

FieldEdge great for small to medium sized companies

Opmerkingen: Fieldedge helped streamline our company and operations substantially from our paper invoice and reporting previously. The basic functions were easy enough to train someone on in a day. Some of the more integral functions were a bit confusing and required technical help. The technical help for fieldedge is outstanding.

Pluspunten:

Ease of learning curve on basic functions was very manageable scheduling is straightforward and can be accomplished with a few simple clicks researching a customers history is an integrated tool and very easy to navigate

Minpunten:

Overall the software seems a bit dated some features and functions many new estimating/scheduling software packages are implementing are not included such as text notifications for customers.

FieldEdge is okay at a lot of things

Opmerkingen: A lot of our issues honestly probably came from the initial setup. Things weren't done properly then we could never seem to get it set up correctly afterward due to poor customer support. We left FieldEdge for ServiceTitan a few years later and never looked back.

Pluspunten:

Ease of use for technicians in the field and office staff.

Minpunten:

Support. We got almost no support from field edge while using their software. We were often left to figure things out on our own.

FieldEdge transformed our business

Opmerkingen: Since day 1, working with FieldEdge has been a delight. Every person we have encountered has been positive, knowledgable and helpful.

Pluspunten:

The ability to manage the entire customer experience from lead to invoice all the way into quickbooks has streamlined our workflow and allowed us to take on significantly more work. Our success manager and the tech support teams are phenomenal.

Minpunten:

The software is still lacking some features to be able to manage larger more complex quotes and project management.

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.

Good experience

Opmerkingen: It is my main location during the business day. The AP side is still mostly in Quickbooks. The customer side is mostly in Fieldedge.

Pluspunten:

It is built around the service agreement part of my business. The reminder feature is 1st rate.

Minpunten:

I chose to start during a busy period . This is not advisable as there is much to learn.

Oversold and Under Delivered

Opmerkingen: I was excited about the potential good F.E. could do for us, but we had a bad customer service experience at every turn. Their product may work great, but I wasn't willing to deal with the people and processes in order to get through the on-boarding. The first issue we had was over something simple. We asked to wait to on-board for one month, but they started calling and emailing us the day after we agreed to sign up. The cc processing company even started calling and bugging us to get started before it was time. When we did start on-boarding I got a rep that I honestly just didn't pair up with very well. IMHO he was more interested in hearing his own voice and talking over us than listening or working with us. He had to get his opinion in, even when it was not solicited. The training videos were also terrible and lacking with regards to real world use. It was more of a features tour with regards to the mobile app. Lastly, they were in charge of converting info from our current CRM to theirs and they couldn't even convert a PDF to an Excel file. I was beyond irritated at that point. We paid for a setup and we have to do the file conversions too? That was the final straw for me. I cancelled the plan before we finished on-boarding and to this day they have not returned any of the on-boarding or first months fees. Buyer Beware with these people!

Pluspunten:

Potential features for maintenance plans and quoting equipment.

Minpunten:

We never finished the setup / on-boarding so I couldn't say.

Constantly Improving & Great Customer Support

Pluspunten:

Customer support is very quick & thorough. There is a chat feature integrated with the software for customer support issues. It automatically creates recurring service work orders, which is nice. You can flag customer accounts as do not service, which disables your other users from scheduling work orders for those customers - this is a new feature that is going to save us thousands in unpaid bills by customers who do not pay their bills. We tried putting them on our own lists, but they sometimes still slip through the cracks. It has phone integration, which not only records calls but also has the ability to track lead sources. I can print pick lists every morning, so I can ensure my techs are fully stocked at the beginning of every day.

Minpunten:

It can be kind of slow at times, although it seems to work well for the most part. In the year I've used it, we've been locked of the system for 24 hours 2-3 times. This was incredibly frustrating, and it would have been detrimental had we print paper copies of every work order. A paperless way to proactively anticipate this problem is to just download a list of pending work orders at the end of each day & to keep a list of your customers in excel or google sheets, so you can access phone numbers and addresses. It is also more geared towards flat rate pricing, which I admit is more attractive for residential customers. With commercial customers (the bulk of mine being restaurants), I could lose some of my best customers if I switched to flat rate pricing. We track our labor from the time of dispatch until the the work order is completed. If our techs look on FE to see how much time they've spent on a job, they only see the time working - not the time traveling. I've had several jobs go underpriced because a tech forgets goes by the time they see on the software.

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.

Integrates with Quickbooks

Opmerkingen: Overall, we have loved the software. There is another one that we like better but being a small company we could not afford it.

Pluspunten:

We like having everything electronic for service calls instead of paper. We like having the customers equipment listed in one place and service history available to the service tech in the field. Service tech can add equipment and pictures as needed. Dispatch log lets you know what service work is needed each week.

Minpunten:

Does not have 2 way communication with Quickbooks. Can only add parts in fieldedge but have to create purchase order in Quickbooks. We used advanced inventory with Quickbooks with site and bin location for each part. Service Tech can only see that we have part - he doesn't know if its in the warehouse, on his truck or another location. Seems old school in setup - with today's technology looks like it would be more flexible.

Price Keeps Climbing

Pluspunten:

The software works without too many issues

Minpunten:

The pricing has increased by almost 25% this year alone. In order to use the mobile function you will have to pay a yearly support fee plus a per user fee. If you take issue with it they will have the sales group call and talk in circles with no real answer to justify the increase. Also they changed their accounting software at the end of 2020, messed up the billing for almost 5 months, and then turned us off on a Friday afternoon at 4:30 pm with no way to get the mobile side back until the following week. They never replied when we sent in for tech support. They then tried to blame us for it and were extremely rude about the whole thing, covering their rear rather than fixing it and moving on. The software is great, their office support is horrible to deal with, If we treated our customers they way they do we would be thrown off the job.

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

Top notch customer service behind a good product

Opmerkingen: Being in the service industry we understand the importance of customer service, these guys are second to none in this category and it's what really makes them shine.

Pluspunten:

The ability to organized customer data in fine detail.

Minpunten:

Mobil side has a few bugs from time to time but never had an issue the FE staff wasn't willing to help with/resolve in a more than timely manor.

Customer since 1999

Opmerkingen: Been trying to get these guys to do a signature capture for invoices and creditcards for years. With each version we update to we always have issues. Either server doesnt want to communicate or information wont save. Last update zeroed out all of the prices/cost for our inventory, had to do a restore to try to fix everything.

Pluspunten:

Customer service is decent. It is a all in one system(POS, inventory, ect) ease of training for new employees.

Minpunten:

Issues with server not communicating, cant removed customers from 10 years ago that arent even in business anymore, too many steps to run a credit card. Cant link multiple emails to send invoices to customers(accounting, general information), issues when trying to process credit cards(trys to charge to a customer instead) The earlier versions never had these issues and with each update they are trying to make it almost "too" complex.

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.

Fieldedge is a great dispatching / field management software

Opmerkingen: We have gone from pen and paper dispatching which has help to improve our daily business operations. Being able to take the call, dispatching the job and completion has become so much easier for everyone.

Pluspunten:

This product is easy to learn and use. It has improved our daily operations by having this program tremendously from taking the call all the way to completing the job.

Minpunten:

The alerts are difficult to clear at times. We have also had issues with losing a customer's signature. We also have difficulty with invoicing for jobs that we take a deposit on to begin the work.

Coming Up!

Opmerkingen: Great program for beginners!

Pluspunten:

Staff and support is superb and top notch! Easy to talk to and will have an answer for you very quickly

Minpunten:

Ease of quotes from tablet to other devices will be lost if switching back and forth, Needs to have the opportunity to upload as soon as you're done with any text on one device in order to continue on any device. Have lost hours of work. very fustrating. Also server provider needs to not be knocked out no matter the reason... Field edge needs to have another back up server somewhere else. Lost days of productivity and and income... They simply said I'm sorry and that was it, wish they offered a prorated monthly service fee, so that it both hit our pockets.

Poor quality software for a premium price

Opmerkingen: The support team is generally very good, responsive and available. Our account manager is great. On the other hand, the implementation was a nightmare and the poor quality of the software is a daily impediment to our business.

Pluspunten:

FieldEdge had one of the most complete feature sets of all the software we evaluated

Minpunten:

The overall quality of the software is very poor. I've had a 20+ year career in high tech and have managed global teams of up to 200, so I have good perspective here. There are too many issues with the software to list but they range from bad architecture to poor UI design and buggy database issues. I don't know the development team personally, but they seem very inexperienced. This, coupled with the relatively high cost compared to peers, makes this a poor choice.

The personal service is what makes this product!

Opmerkingen: Customer and equipment tracking. Repair history. Dispatch scheduling. Service Agreements.

Pluspunten:

The ability to have all the information concerning the customer at your fingertips is priceless. This allows us to serve them better.

Minpunten:

Service agreements are a struggle for me. This is probably due to the fact that I've not been exposed to this portion of program as much as others.

THIS SOFTWARE COMPANY LISTENS TO US

Opmerkingen: We have saved a lot of time with the quoting process and the accounting processes. The pictures on sales items and the display of recommendations is great. Tracking of lead sources and the reports are very helpful.

Pluspunten:

The support staff is very open to suggestions and making the platform better with each update. The experience on iPad is much smoother than Android. We like that the data is in the cloud and always backed up and that the office has a good pulse on the activity in the field.

Minpunten:

We had a lot of issues with Samsung Galaxy Tab E 9.6" 2017. We switched to iPad Pro to resolve this. We also did not like that the early set up used HVAC instead of Plumbing and we had to learn how to make the software more applicable to plumbing. This changed a lot since we started.

We have utilized the ESC program for many years, and their customer support has always been great!

Pluspunten:

The program does just what we need. Any time I have had a problem, if it's minor, I chat online with them. I love the ability to do this because it's immediate and I don't have to wait for a call back! If it requires a phone call, they follow through with it and have always solved my problem timely.

Minpunten:

The mobile laptop version our Service Manager tried to use was not good at all. But the version for tablets works very well! All our techs and the Service Manager can access our whole database from the field, which is extremely handy, especially at night and on weekends.

Updates Galore!

Opmerkingen: Everything has a learning curve. Once I moved past my perceived frustration and opened myself to the possibilities with the tools available, I have found this product is exactly what we were looking for.

Pluspunten:

FieldEdge is helping us compete in the digital age. The tools offered in this software make it easier than ever to send reminders, keep track of our customers, and offer professional invoicing. The original on boarding process was easy but overwhelming for me. Once I reached out to my Customer Success Manager with my concerns or frustrations we were lined up with training's and phone conferences and email follow ups to make sure we are getting all FieldEdge has to offer. I am excited to work with a company and CSM that is so focused on customer satisfaction and helping me grow my business.

Minpunten:

It seems to me that FieldEdge is becoming hyper-focused on their customer's needs. Things that frustrated me a month ago have either been addressed in updates or in trainings. As with most things, communication is everything. Once I started reaching out to my CSM and getting a better grasp of how the software really works I have found tons of tools and applications that will help grow my business. This is truly an "ask and you shall receive" type of customer service.