FieldEdge Software

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.

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.

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.

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.

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.

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.

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

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.....

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.

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.

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.

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.

Overall, I'm happy we choose this program. Many of our problems are because we are learning as we go and because we live in a rural area with spotty cell phone service. The customer service has been good, but not great. Sometimes they take a while to respond. This is the first program that we have had like this, so it's difficult to compare it to anything.

Pros

The program has a lot of good features that took us from doing everything on paper to tablets. The dispatching to the tablets and the availability of customer information is great to have.

Cons

Data transfer was a little rough. We have a lot of areas that are out of cell phone service. The program is extremely limited and slow when either in the offline mode or a bad signal. When we have a full signal, the program works rather well. It takes a lot of work to get all of the information loaded into the program. Training was fast and furious.

The more information you feed into FieldEdge the more you will get out of it. We are constantly learning what we can add, what we can track and how to help our company run a little smoother.

Pros

- Great Customer Service
- FieldEdge is constantly adding new features
- No more data entry for the office
- Techs can see customer history and equipment info.
- accountability of staff

Cons

GPS and credit card processing is still separate. And time it takes to schedule customers is taking us a little longer.

Support of the product is better then any other program we have used in the past

Pros

The program runs in real time and its easy for the techs to use and to also teach new techs.

Cons

Sometimes when updates happen they remove or hide some of our features.

Customer service is responsive and always ready to help

Pros

It puts all of our office functions into one platform. Dispatching, billing, taking payments in the office and in the field, quotes. It does it all

Cons

Set up took a while to perfect. Between menu pricing and the existing customer list, getting it all into the system correctly took time.

Too many unproductive parts and not enough help with work. Too many bells & whistles.

Pros

Customer service was great getting started. They worked and answered questions they knew the answer to.

Cons

Not user friendly for techs in the field. Work orders started could not be changed. We ran into many issues that customer service and training had problems with. We wanted a program to make work easier this added more steps and more complicated. Gave us nice credit BEFORE PAYMENT...Then kept a substantial amount of my money we paid when we canceled before the 30 days was up. Not as much knowledge about Quickbooks syncing as we were lead to believe by the first salesman.

The ease of transition was very nice. All teams involved were very helpful. I would recommend this software anytime.

Pros

The entire process was made easy to start using the product, for current employee's, in all departments

Cons

No users manual for future employee's, ,must use the training videos, which they talk too fast and jumps around to much.

Pros

I like the ease of invoicing, and having my customers more organized and being able to see the previous work we have done.

Cons

The financial side of things, discounts, adding percentage, wishing it would all be in one, instead of going back and forth between Fieldedge and Quickbooks

Use someone else.

Pros

Phone support people are nice but can't solve any problem because the bugs just get ignored.

Cons

Their inability to fix known bugs for many years. Software does not easily integrate with merchant services. Android issues with mobile devices. Difficult to set up.