FieldEdge Software

FieldEdge is the best field service, dispatching, and work order management software on the market.

I would recommend this software to any other company in plumbing or HVAC fields. FieldEdge has brought us a long way from paper invoicing early last year. The staff gets to know you on a personal level and that makes the customer support that much better.

Pros

Fast, reliable, has quick and knowledgeable customer support, very customer service oriented. Easy to use and train employees.

Cons

No cons that they aren't right on top of when brought up. Like any software, they have some bugs from time to time, but those get worked out very quickly and mostly go unnoticed.

FieldEdge for HVAC company

We don't yet fully utilize all of what FieldEdge has to offer, however we are already saving time from our previous processes. The transition team was patient with our approach, and the implementation process was as smooth as we could have hoped (working around our schedule, as well as very detailed with our very cluttered existing system). There is no perfect system out there, but the "bang for your buck" with FieldEdge is very high quality, based on our experience with it, so far

Pros

FieldEdge has made a system that streamlines things that our previous system (Wintac) made extremely difficult. The customer support team is top notch, and has been a good blend of helpful, while also being sure to push things forward to help get the transition done and any issues addressed. Every person I have spoken to within the company has been a pleasure to deal with.

Cons

It is built upon Quickbooks, and is subject to all of Quickbooks' flaws. Each issue that arises and causes headaches in Quickbooks will cause similar headaches throughout the FieldEdge platform.

Making the Switch

Because FieldEdge syncs with our Quickbooks every 8 seconds, we do not have to use any sort of "batch and sync" system (which is the manual process of going through the invoices and clearing them yourself...). This has saved us so much time! Overall, FieldEdge has exceeded all of our expectations. Their customer support is amazing. They are completely willing to devote even their personal time to make sure that our business runs smoothly. Highly recommend.

Pros

The thing that our techs and office staff love best about FieldEdge is how simple and easy it is to use. It can be nerve-racking switching to a new software, but switching to FieldEdge was a breeze. I highly recommend making the switch. It has made our lives so much easier.

Cons

Our techs are used to seeing a dispatch board that shows where all of the other techs are and how those jobs are running. With FieldEdge, they only see the work that has been assigned to them. There are a lot of pros to this, as each tech only needs to be focused on the work that is scheduled to them, however, it is just going to take some getting used to.

Good solid dispatching system!!!

Pros

Ease of use, dashboard with reports, customer look-up, integration with QuickBooks desktop, and so much more.

Cons

Customer service is lacking once you go live it is a little pricey compared to some of the other software out there.

Oversold and Under Delivered

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!

Pros

Potential features for maintenance plans and quoting equipment.

Cons

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

FieldEdge System

It has been a great experience thus far and we've seen the wisdom and potential with growing our business with the FieldEdge System.

Pros

1. FieldEdge is a very intuitive tool that has streamlined Pohlman Plumbing & Home Services daily operational processes.
2. The dispatching drag & drop, creation of works orders, assigning multiple techs for multiple days is super easy.
3. Ability to generate detailed reporting for more granular Business Intelligence.

Cons

1. Google Map for the dispatching could be bigger.
2. Viewing multiple unassigned work order on the map at the same time.
-When a technician arrives at a work order early, it does not move it on the dispatch board. Suggestion; it should move to show the office that they now have more time available on the board.

Updates Galore!

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.

Pros

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.

Cons

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.

Awesome!

Fieldedge has had a positive impact on our business overall. Revenue has improved. Customer satisfaction is through the roof. Parts processing has become streamline. And we're just getting started. Fieldedge positions us to sell protection agreements easily because it starts the conversation. And as the technicians become more and more comfortable the ease of processing is proving to effect all aspects of the business. But I think my favorite part is when the customers comment on the automated heads up that the tech is on the way. We use a phone call alerting to a text message which leads the customer to go to an email that has a full bio of each Tech. As the customers rave about the automation I keep smiling. THANKS Fieldedge!

Pros

Customer reaction to the automated features. The Quick books link makes processing invoices and parts management Automated. Selling protection agreements is becoming streamlined as well. And the dESCO team, FieldEdge team has proven to be amazing in the ongoing process of improving our process which has improved the business Overall.

Cons

When Microsoft had a flooded building it took us down. I was frustrated but watching the FieldEdge team create a proactive solution to allow access to our customers if it ever happens again causes me to hesitate to even talk about it. I have no complaints.

FieldEdge

We have more access to the program. Easier scheduling from the road. Keeping track of KPI's moving forward for the next owner.

Pros

Switching from Desco to fieldedge will be worth it. More available features and even more coming all the time. A lot friendlier than the desco software, even for a mechanic with limited computer skills. Being able to load your items onto an excel spreadsheet makes it nice.

Cons

Setting up a way to quote with good, better, best. I wish I could figure it out. My winter project!!

Coming Up!

Great program for beginners!

Pros

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

Cons

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.

Best Customer Success Manager

I have had a wonderful experience with everyone that I have talked to and worked with.

Pros

The software is easy to customize to your companies needs. If you take the time to set up your data fields in the beginning, the system flows smoothly. Saving you from double entry in the office and in the field.

Cons

In some areas there is a need for double entry. However FieldEdge is constantly updating the platform, taking advice from its users on a daily basis.

Unstable Company Killer

STAY AWAY!

Pros

THEY KILLED MY BUSINESS AND MY EMPLOYEES WALKED OUT. NOW MY VENDORS KNOW THERE IS BLOOD IN THE WATER AND HAVE STOPPED PAYING. NEED I SAY MORE

Cons

This will put you out of business. Crashes at the worst possible time and locks you out of your business completely, leaving you with pissed off customers. Also when this happens you can not invoice or schedule anything.

New Customer

Our Company really enjoys using Fieldedge

Pros

We started using Fieldedge in May 2018. Since then we have clear procise reports of collections. The entire office and Technicians can see what is going on with each account. Easy to use and manage.

Cons

Not really sure we have any issues that customer service has not helped with. Any issues they have immediatley jumped in to help us with.

Great concept when it works

So if you are still thinking to go with Field Edge, GOOD LUCK

Pros

The App is easy to use to some level, For the technicians it is easy to find items and they can even see the picture of the items.
Techs can add pictures from the field and attach it to the customers profile.
Incoming calls, we can see the existing customer information before we answer the call.

Cons

VERY SLOW, to maneuver from page to page takes time. we found ourselves putting customers on hold for a simple task.

Software updates

When Field Edge are trying to make some updates WHOLE software crash. so imagine for a second what would happen when your software is down:

Good morning you start your day.
* No incoming calls (your phone line are integrated with the software), no new customers
* Your technicians are at the office (12 of them) and have no idea where do they need to go
* Customers that are waiting for their tech to show are calling the office to check what happen, you guessed right - phones are down.
* Now you are sitting around (18 people) and have no idea what to do

Very powerful software!

Pros

FieldEdge has a lot of features like scheduling is very effective. We can linked it to Quickbooks. I also enjoyed their customer support.

Cons

I have nothing to say against FieldEdge because it actually provides the service its suppoed to give.....

WOW! Who would have thought?!

I LOVE the support and quick response to our concerns and issues. The attitude of- We will make it happen! - is a BIG A++++++++++++. Keep up the great work and thank you for helping my business run smoother!!!

Pros

Love the fact that our team can focus on using our skills instead of PAPER TO DOCUMENT every little move!!! We looked into DESCO over 10 years ago and I am kicking myself for not making the decision to purchase back then. Moving forward, we are stoked about the product and what it is going to do for us as a team. It is slick!!!!!

Cons

I can't really say this is a con but it has been a struggle. The clock in clock out feature doesn't work like I thought it would. END USER ERROR!!!! I just can't get the crew to remember to clock in and out. So false times are an issue. Again, END USER ERROR. The cloud is amazing, I don't know how it works. Feeling spoiled so when there is a lag I tend to loose my POOP. (Rep talk for being impatient). Haven't seen it much, so that is a good thing.

Maximum Day to Day Efficiency!

Pros

This software is extremely easy to use yet so detailed and organized. As long as all pertinent data is in the system workflows become more streamlined for mobile and office users. Any time we have questions or concerns we get excellent feedback from our Customer Success Manager or the help chat located in the software. They also have an ideas portal that allows you to post an idea that you think may benefit your company where other companies can vote if its something they see as beneficial to them as well.

Cons

We are a strictly commercial HVAC company so sometimes we need specific features tailored to our business model. For example, some of our customers have 10+ units that we need to service but we don't have the ability to apply repair forms to all units. The system basically only allows us to have 1 repair form where we need 10+ repair forms to satisfy all units being serviced. There are other minor adjustments that we see as a con but thats to do our company being strictly commercial and needing them to be tailored to our specific model.

Not good for commercial work.

Never get FE unless your residential only and a control freak who can set up everything 100% before using.

Pros

Residential service application, once you learn it it works great for residential service calls. Personalization of items is nice.

Cons

Everything is difficult to change. Work orders are not expandable, collecting equipment information makes NO sense, quotes are impossible unless you have a work order assigned to the customer, system is difficult and makes no logical sense, training is not enough, lost the owners info and constantly contact the technicians even after a month of trying to get corrected, initial set up person went on vacation the week we went live and didn't assign another person, link between quickbooks and fieldedge seems delicate and iffy because every time you shut down the computer a technician must fix sync process, FE prefers chat to fix your problems and that's a joke, and many many more, we are dropping them in month 2.

Great experience! They made everything very easy for us.

Pros

I love the ease of use, visibility of the dispatch board, decent flexibility, great reports ...and incredible customer service!

Cons

There is not very much that I do not like about this software. Speed can be a little slow sometimes?

HVAC company using Fieldedge

The best part of Fieldedge is the customer support. Everyone is always helpful and friendly!

Pros

I really like the scheduling features, and how it works seamlessly with Quickbooks online. We have used other systems that did not work like this.

Cons

I wish it had a feature that would send a notification to the customer when the Tech was headed their way.