Microsoft Dynamics 365 for Field Service (formerly FieldOne) is a service management platform providing large and enterprise field service companies with tools to streamline their business processes - from real-time mobility across every major device, to automated routing and workflow automation. It's suitable for both commercial and residential service providers in many verticals.
The cloud-based solution is built on the Microsoft Dynamics Platform, so multi-language, multi-currency and time zone support is available out of the box. Utilizing the Microsoft platform provides a wide range of 3rd party plug and play extensions, as well as scalability and integration points. The product has an integrated automated routing engine, WEB portals, Integrated Voice Response (IVR) and a centralized mobility management platform.
This solution is suitable for both commercial and residential service providers in many verticals.
Ericka from Aflac
Employees number: 11-50 employees
It syncs right to my Office 365 account which is good since I have a lot of things on there. It also offers an App which my previous CRM did not.
It's a bit confusing at first to use, but that could be just me--- It has a lot of unnecessary charts and breakdowns.
Jim from Hague Dental
Employees number: 11-50 employees
Total waste of money
3 years in and we still have the same problems as day 1.
Maybe the only good thing is that you can choose what colour skin you want
Far too complicated
Every step is long winded
Engineers refresh 4 or 5 times before it finally refreshes without crashing
Data entered skips from one job to another
Laurie from Kiely Pty Ltd
The general functionality of the software is very good, except you can't use some critical fields on your standard forms. This may be very detrimental.
The customer support is nothing short of disgusting. It is designed to rip you off whilst failing to deliver usable resolutions to your problems. The generic design flaws that should be just fixed with an apology are kept in place, I believe intentionally, to force you to pay the exorbitant costs resulting from extensive modifications at your request.
Research reviews. It is critical because, like FieldOne, they may seem great at the outset but once they have you money the support ceases and they concentrate only on how to get more money out of you.
Doug from Florida Lifts LLC
We have been using FieldOne Terra for over 3 years now, and without exception, this is the most robust software out there. It simply works well, and the reporting and sorting capabilities that export to Excel seamlessly are wonderful. The ability to interface with QuickBooks is fantastic, but the customers are updated only once, and any changes to their information (like contact info etc.) does not transfer back into QuickBooks. Also, invoice detail is not transferred to QB simply a description that tells you to see FieldOne for more information.
When we first started using the Terra product, we would get regular updates, but lately it has not been updated in over a year, and we are still required to pay annual fees. I think the company has shifted support for Terra to the larger cloud-based clients, and as a result, the product has not seen any improvements in quite some time.
The learning curve is steep but worth it. You may have to rethink how you do business to make this work for you but that is always a healthy exercise.
Pete from Pro Active Mechanical, Inc.
It makes it easy with keeping hours documented for payroll and also QuickBooks integration. We can tell truck stock inventory, shop stock, and accounts receivable.
We have become pretty used to this software and are not shy about showing it to other contractors and/or prospective customers. Sometimes, it seems virtual, as we never really get to meet the faces behind the voices. None of this is negative, as it is more of a preference to see the people you do business with.
The sooner you can begin using mobile software, the easier things become for all office team members.
Robert from Leete Generators
Specialty: Maintenance / Field Service
I like the shortcuts. I like the ease of manipulating the schedule slots. I like the real-time action on the scheduling board as well. The factory support is great. They might not have the answer I want all the time, but they are very intent on helping fix the problem. I liked the online training when we were in our first couple of weeks.
Some areas are hard to see from where you are at. You have to open up multiple screens to get to your final destination. You cannot see the pictures unless you are actually in the slot. You should be able to see/access them from the CRM.
Make sure you get all the people that are going to be using it together from the start. Brainstorm and make sure everyone has a voice. That way, you can fine-tune exactly what you want out of F1.
Joseph from Leete Generators
Specialty: Maintenance / Field Service
The Database Service handles multiple tasks, including estimates, billing, invoicing, scheduling, etc. Phone access and a good scheduling module. Also, I like the live nature of the service.
Limitations on Smart Phone application. Computer applications limited for tablet use. Font and text size cannot be altered. Tablets are not usable, as the text is too small; the new generation of field service will be using tablets. Smart phone application not sufficient. Dashboard limitations; customers must create own dashboard; FieldOne should have some standard templates created for companies to use or modify.
Put pressure on FieldOne Management to modify programs to provide greater flexibility. Larger text for tablets.
Gayle from Leete Generators
Specialty: Maintenance / Field Service
The ease of converting information to QuickBooks.
It's not easy to handle both sales and service together.
Go through training to be sure it is compatible with your needs.
Rebecca from Leete Generators
Specialty: Maintenance / Field Service
I like that so many things are customizable throughout the company and for the personal user. Each person can customize each page (customer, equipment, agreement, etc.) to see the information that is most pertinent to their job. I like that we can call FieldOne at any time with any question, and they either answer the phone immediately or call you back within a timely manner.
There are certain features that I wish it could do to make working within the system more simplified, mainly when it comes to the phone app. The mobile app doesn't have the ease of use that the computer one does. Also, the alert that someone else has edited information within the same area that you are trying to edit information comes after you try to save your changes, which means that you have to cancel your changes and do it all over again.
There is a lot of training to be done. We still are learning new things that FieldOne can do, and at least every week, I find out something that I hadn't thought about before. I highly recommend that you don't make an immediate change; give everyone in your company a chance to have training meetings and have it be a progression so that everyone can acclimate to the new system. FieldOne is very customizable for each company's specific needs. They are ready and willing to help their system fit within your needs as best as possible.
Liesl from Leete Generators
Great customer service. Ability to grow with customer needs. The last system we used was too limited, and we outgrew the system. FieldOne has made some custom reports and such for us that have been invaluable.
It's not an intuitive system; it has a learning curve, and customer support is required.
Make sure that whatever system you choose, it has the capability for growth. So many systems were stuck, and what you see is what you get and that doesn't fit every business capacity you may have.
Tracey from CMC
This is an update to my original review in February of 2013. Although I stated previously that Field One software is a great product, I had issues with the lack of truly customizable reporting that I had been led to believe would be available when I signed on, as well as their customer service.
Recently, I spent some very productive time with Geoff, a Field One implementer/trainer, and now have a much greater understanding of the capabilities of Field One. I also realized that there is so much flexibility within the program to manage one’s business that it can be difficult to understand how to best set up the program for your specific business needs. I believe this is why Field One now requires mandatory upfront training, so this initial learning curve will be greatly reduced.
With Geoff’s help (who far exceeded my expectations), I was able to design a Key Performance Indicator report that will truly help manage the performance of my team and direct us to better understand areas of opportunities and strengths. This is not just financial reporting; that is the easy part. This report provides actual performance tracking and conversion rates, which is critical to the success of any business, regardless of the industry. This was a custom report, for which I paid a fee, but I have to say that the value of the report far exceeded the price. Field One was more than fair.
One of the reasons I had decided to change software companies in the first place was that I was not only limited to looking at reports that the software company created and deemed useful, but I was not able to input key data points that I found necessary to track. I wanted and needed the flexibility to analyze my data in many different ways so I could truly understand every detail of the business and key indicators. Field One by far provides this flexibility better than any other program I have researched. These reports (or really data views) are available for all facets of the business; A/R, P&L, Invoicing, Work Orders, etc. and do not require any customization by Field One programmers. My custom KPI report actually took pieces from many of the existing Field One data views to create a single all- encompassing report that gives me every Performance & P&L data point I need to manage my business – it is really quite something!
I am now comfortable recommending Field One software. I believe that the combination of my increased understanding of the program capabilities (which I am pretty sure F1 now covers in more detail in the initial training phase), as well as the increased attention by F1 to their customers’ needs, has improved my opinion of the company.
We are a small plumbing, heating & cooling company who began researching software options in October of 2011. Our catalyst for change was that our current software did not allow for the flexibility in pulling the existing data from our system to generate management reports. We came upon Field One and the greatest selling points to us was the ability to self generate any report we needed, as the data is in the system and available to us. This is not the case. The only reports in the system are the reports that Field One has decided are valuable for a business owner, but I am not sure any of them have owned a PHC company because many key business reports have to be programmed by Field One for a fee.
We also had a Go Live date that was agreed upon by Field One and my company, as they were transferring our data from our existing software. This Go Live date was delayed by three months by Field One, however, they would not prepare us for the delays. Instead, they would commit to a firm day and miss it without any notification to us. This cost us much money in staff time and inefficiencies for which we were not compensated.
I have low confidence in their technical support. I will talk to two different F1 tech support employees and receive two different answers. If the product is so specialized that it requires techs to be trained in different product functionality, then this is how F1 should structure itself. But to receive different answers to the exact same question, is not acceptable. There is also little follow up from technical support when they do not know the answer or commit to forwarding the issue along to another staff member. When I do call back, its as if this is the first they heard of the issue.
The QB interface is not what I had expected or was implied, however, I can live with that piece. It's the inability to self create reports to measure my company KPI's that is the problem. In my opinion, KPI's are the driver of any successful business. Financials will tell you if you hit or missed your financial goals, however, KPI's will pinpoint exactly where you need to focus your efforts. This was the whole point of my switch to Field One.
I do have to say that I think the software itself has huge potential. I have provided feedback on what business leaders find useful in managing their business but they seem to abide by their current business model. I know that being in the service business, I would not survive with that same business model.
Liesl from Leete Generators
We are a family/woman owned business that services and repairs backup generators. We have been in business for over 100 years and with all that experience we have become power solution experts. We are proud to have continued to grow and are always on the look out for new tools to automate our administrative processes. We currently have 18 employees, 5 of which are generator technicians. We are located in beautiful Wine Country, California, 50 miles north of San Francisco.
We had been using a cloud scheduling system for three years that took us out of our folders and paper processes into an online scheduling system. What an improvement! But we soon found out that the system was full of limitations. It took us approximately 18 hours a month to open our service agreement work orders. We could make no reoccurring schedules. We also could never make the system connect to Quickbooks, so we had to "double" process all of our billings - in a nutshell, we needed a more efficient system because our profit was going out the door due to the redundant and downright ridiculous administrative processes. We hired an IT specialist to find us a new system and Fieldone was chosen.
We purchased Fieldone (Terra) approximately five months ago. We wanted to avoid doing manual entry so we uploaded approximately 2500 customers and agreements into Fieldone. We also wanted to import over 5000 parts. What seemed like an easy task was actually quite daunting. The old system would only export portions of reports, so in order to get complete reports we would have to merge information using excel - let's just say we became very good at excel! It was a very time consuming process that took so much time that we had to start all over again and re-upload everything because we had fallen behind on keeping information current. Because we had never been able to merge Quickbooks with our old system, we had to match every customer name exactly between FieldOne and Quickbooks. This task alone took approximately 24 hours to complete. It took us months to upload our information into FieldOne. Debbie Smith was our FieldOne representative and she was fantastic every step of the way - she is always sunny and helpful.
Because we do emergency support, for example a hospital can loose power and we need all data in an instant, we are still using our old system as well as FieldOne. The tutorials are very helpful and if you know Excel you will really enjoy FieldOne. However, my staff is having a hard time making the transition. Most of my employees have average computer skills and are of the Baby Boomer generation. My Gen X employees are doing better with the system and the Gen Y employees think it's pretty easy. Once you get familiar with FieldOne and get hands-on-learning under your belt, the system is not too difficult and is incredibly logical, but there is definitely a learning curve. Not for people who have limited computer skills. A lot of the processes are taxing at first but once you get the hang of it they become very easy.
I can't say enough good things about the support staff. Again, Debbie is fabulous! Michael is so patient and simply brilliant. Ian is always helpful and takes care of the mobile questions. They are polite, well-spoken, always available, and just plain nice! I get the feeling that Fieldone is always growing and improving which was absolutely not the case with our old system. The system is definitely well thought out with some big-time brain power behind it. You couldn't ask for better support.
It is unfortunate that I am writing this review before I have really reaped the benefits of FieldOne; we haven't started to use Fieldone yet in full force. Just today we completed an entire month of reoccurring agreements and will use the tools in FieldOne to schedule the entire month of June in one swoop. What a joy to know that we never have to enter the data again, it is set for ten years! We are "playing" with the mobile app. and we really like it so far; the graphics are great and it is designed well. Everyday it becomes easier to use and I find myself loving it more and more.
We hired an IT expert to find a solution to our current, limited cloud scheduling system and FieldOne looks like our answer for a logical system that will automate processes and eliminate redundant administrative tasks that waste time and money. The support team is fabulous and I look forward to updating my review in 6 weeks.
Cameron from The Wilkins Company
Our company is in the electronic security industry. As our business expanded we needed a centralized solution to keep our tech schedules, work orders, purchase orders, and invoicing organized and easily assessable. Before using FieldOne we were small enough to use a white board in the office, but as business picked up the time it took to keep the white board updated was wasteful. A primary goal was to have whatever software we invested in be compatible with QuickBooks which we had always used for financials, but had out grown the purchase order and CRM functions. We have happily been FieldOne customers since 2007. The customer support is amazing. Many times if a feature is not currently available they will add the requested feature in a future update. The software is easy to use. Although there is a bit of data entry to do up front to software lives up to its name that you should only have to enter data "One" time.
Lives up to its name... Works great in the field, you only have to enter data once. We have used the software since 2007 through cellular air cards. The software has always worked well even through limited bandwidth (yes before 4G and 3G). Great user interface.
Creating estimate for very complex jobs with lots and lots of parts with hundreds of hours of labor is a bit combersome.
Peter from Professional Security Pty Ltd
A1 program - If your not using FieldOne I suggest you have a good look at it.
I have read the other reviews and I agree with all the Pro's. One thing forgotton about is how FieldOne allows you to see your family and friends. Before FieldOne I spent most nights and a lot of the weekend - either catching up OR preparing for the following weeks workload. Frankly my friends were hesitant to call or invite us out because I either could not attend or was too tired. FieldOne now allows me to generate my income in a straight forward way and allows me both family and ME time. FieldOne takes away that tired feeling that leads to lack of motivation. I now go to work looking to increase my business as now, an increase in business is NOT an increase in workload. My staff feel the same way [its true!] and look forward to FieldOne updates as they bring easier ways to do the work. Everyone's on the same team. Thanks FieldOne you have been instrumental in increasing my business and lifestyle
Want more updates [Love the updates-every update makes my life easier]
Marion from Powell & Turner Heating & Cooling
It would be great to be able to delete a duplicate p.o. or change a price that was entered wrong after it has been recieved.
Increase tech support staff. Or turf us to a developer if they do not have the time to trouble shoot the larger issues.
The most assuring thing to us is that we are able to receive the upgrades, and as Field One continues to grow and develop, we know it will just keep getting better and better. I have and will continue to recommend this software to other businesses.
1) fast in the field 2) we love the multiple ways you can search for information. 3) The security settings for employees are detailed and useful 4)Estimate/Project creating has cut our estimate time in half and solved our costing concerns. 5) there are so many small details that we use every day that make a huge difference in communication, pricing, and tracking. 6) Customer support has been so very helpful, it is refreshing to have emails returned, an answer to the bumps in the road while setting up and learning the system. They seem to be very overloaded with work, we are still waiting for a major issue to be resolved from 3-4 weeks ago. But they are great! Without them we would have never purchased our other licenses, and went live in the field.
1) The Schedule Board, most specifically employee schedules, but overall it could be more flexible and detailed. 2)The Template Builder- we spent a lot of time and money building invoices, workorders, etc. only to hit one roadblock after another on what fields it will allow us to pull from, on copying the system report. Many a frustrating experience on our end as well as support trying to help us figure it out. We have a great invoice now, but alas our project invoice is useless to us. We have to retype everything in Quickbooks to make it look the way we need it to. We also have to sync all project invoices and delete them once in Quickbooks so we are able to create a new one that is appropriate. All solved if we could create Templates from scratch. 3) Would love the option of listing multiple pieces of equipment on work orders. Most calls involve at least two major pieces of equipment. 4)Part Kits have major flaws, waiting for response from development/tech support.
Robert from Monroe Piping & Sheet Metal LLC
The system has been great for us and will really help you and your company move to the digital age. The support along the way has been great, we are very satisfied with our decision to purchase "FieldOne"
This system has allowed us to take better control of our day to day operations. We have been able to stream line our billing process from 3 weeks after completation to one week. We are working on getting that down to 3 days after compleation that a bill will be sent to customer. The flow of the process is very smooth from service call to billing and everything in between. Customer support has been great as we have asked Fieldone to customize some process to our specific needs and its has worked great.
There is 2 small things that are a bit diffucult with the system. The first and hardest part was implemenatation of the system and the learning curve while still trying to run the bussiness, not impossible but a few stressful weeks. The second things that is a bit tricky is we currently have 13 mobile android units out there and training out techs to move from paper to eletronic was a bit tricky.
Jaks from Jenson Refrigeration Inc.
Great software and company. One of the best investments we ever made.
FieldOne is an amazing system. It tracks all the field technicians at the same time. Just by looking at the very user friendly Schedule Board, you can where everyone is at and how long they have been there. The technicians love the PDA system. All the information goes into the PDA, along with the signature and the office can see it. The PDA eliminates the need for phone calls, as it is the dispatching center. The reports that can be generated from FieldOne is unbelievable. We have set contract prices with some customers, and I can review our cost and profit instantly. We have throughly enjoyed FieldOne. They have great customer and technical support. We highly recommend them.
We do not have any cons at this time.
Stephanie from Fettes, Love & Sieben
Although we have yet to use all the features allowed by FieldOne, we have been extremely happy with the product itself as well as the tech support in times of need (setting up a complicated custom report).
Ease of use; software is fairly easy to setup and run. The reporting options have been great as well.
I do not have any cons at this time.
Birhanu from CTS
It is a great tool for service industries to manage their limited resources effectively and efficiently.
It serves as a good tracker of projects , purchase orders, customer contact information , project status and so on
The Mobile App is also great , but sometimes it delays synchronization with the server
Gregory from KES Machine LLC
FieldOne is well organized and logical layout allows our day to day operations to flow smoothly. I have used other service management software in the past and I find FieldOne to be the most intuitive, cost effective and user friendly. The ability to integrate my workflow process with QuickBooks alone is worth the investment. The customizing capabilities are a major advantage. Now I'm implementing Mobile version for Techs on the go. No more lost/forgotten billable hours (I hope:)
Adding/ Modifying parts as you enter them.
Clear intuitive interface.
Flexibility of design.
Number of times word "lookup" is used on main page is redundant.
Todd from Tech 2U
Not only is the software great but the customer service and tech support is just awesome. I feel like I have a friend when I call or email for support. Kudos to the FieldOne team
FieldOne has allowed us to consolidate the different programs we use to run our business into one! We were using a simple calendar program for dispatching, another program for inventory, and another for accounting. Nothing was tied together and we were duplicating a lot of our work. This was working for us for a short while but we needed something more robust that could grow with our rapidly expanding company. FieldOne is able to bring all of our systems into one complete package. It has helped us stream line a lot of our processes and also helps with training of new employees. Did I mention the reporting is great too! I now have my finger on the pulse of my business in real-time. We were using paper invoices (triplicates) which required manual input into our accounting software. This process didn t allow for real-time reports. We were usually behind about a week. Now all data is entered digitally. No more paper and real-time numbers!
I have nothing negative to add about Fieldone. Great software and a great team.
Elizabeth from Hurricane Plumbing & Heating Ltd.
I would recommend FieldOne software. It has seriously increased the efficiency of our business!
Excellent customer support!
Great reporting engine
Constantly updating the software with new features
It would be great if there was an automated way to add finance charges
Rich from Associated Alarm Systems, Inc.
I can only see this platform getting even better than it is over time. With the introduction of the mobile apps and more ways to expand on the technology that is being deployed on the cellular market it will make everyones jobs easier and reduce the duplication of efforts.
This software definately has a lot of feature rich properties to it, so much so that the weekly training webinars are helpful because everytime you attend them it gives you more ways to use the software that you didnt remember before.
They listen to the users of the software and very quickly add new features or update old ones to work effortlessly.
The reporting engine is second to none. With some help you can customioze any report to make it fit with your company
We bill reoccuring billing on a monthly, quarterly, and annual basis. There is room for improvement on the way the system generates invoices and automatic renewal of these contracts.
They have it on the list of things to do to update this and I am not at all concerned that they will not have a solution shortly for this.
Pete from Pro Active Mechanical, Inc.
FieldOne is highly recommended to any service related business that has employees out in the field. This software in conjunction with truck GPS systems and customer web portals truly puts the service contractor into the 21 century. A great way to distinguish your company from your competitors while increasing cash flow and showing your customers that you are here to serve them in ways that others only dream about.
FieldOne has brought dispatching service calls to a whole new level. Not only do our service technicians see their calls and all pertinent information in the palm of their hands, our office staff now has instant access to live status of each employee, all of their work orders, each trucks' inventory, time sheets, notes for our service managers from the tech's and signatures from the customers. We even use the time slots that each employee signs in & out daily to do our payroll. In addition, billing is done instantly as we no longer have to wait for each service ticket to be brought into the office. This software has made all of our jobs easier, it has improved our cash receivables, simplified payroll and allowed management to be able to see daily operations from anywhere in the world! The days of sitting in an office and going over each service ticket are over thanks to FieldOne! When the need arises for technical support, FieldOnes' support staff promptly take care of it.
Truly remarkable software and support staff!