FieldEdge

Pros

I easily communicate vital instructions and resources to my teams in the field allowing me to manage multiple projects in several areas . Works great when working in storm zones where rapidly deploying subs is a must.

Cons

It has taken some time to effectively use this software .

Pros

What i liked about FieldEdge the most is the easy to use design and functionality.

Cons

What i liked the least about FieldEdge is there are still some bugs with the software that need to be fixed

Pros

They offered features to help us evaluate performance and clients.

Cons

Deceptive practices. We were told we would pay 2.7% using Clearent, FieldEdge's owners, but they charged us 3.4% right off the bat. They never admit to weaknesses in the program, but blame the user for not doing it right. Without empathy for our problems, they could not help us. See below for biggest disappointment.

Pros

EASY TO USE AND CONVENIENT SUPPORT BEEN USING THE PRODUCT FOR YEARS

Cons

NOTHING LOVE THE PRODUCT HAD IT FOR HHEARS

Pros

[sensitive content hidden] - Our implementation specialist was great.

Cons

User friendliness and functionality of the site.

Pros

Platform looks glossy and professional.

Cons

Hard to navigate for both technicians/office staff. Platform does NOT allow office staff to access jobs. Platform frequently locks out technicians and office staff. Fieldedge does NOT have a solution for this.

Alternatives Considered

Reasons for Choosing FieldEdge

Switched From

Reasons for Switching to FieldEdge

Pros

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

Cons

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

Alternatives Considered

Reasons for Switching to FieldEdge

Pros

Great sales presentation, however it can't perform to the standards of what they are selling.

Cons

The Sales presentation would be great if when implemented it would actually work. It doesn't and they oversell what and how they can perform. Upon launch after 5 months of implementation we couldn't process a customer payment which is fundamental and elementary.

Pros

There was really nothing that stood out after using the software that lessened the disappointments and issues we had.

Cons

Glitchy integration with accounting software, mobile app was very disappointing, time tracking was inaccurate, options and features are super basic, training did not succeed in making the launch successful, every task you try to do on field edge takes more steps than it does on the system we've been using so instead of being a time and efficiency saver, it was a boat anchor.

Pros

Potential features for maintenance plans and quoting equipment.

Cons

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

Pros

Integrations were very simple. Helpful FieldEdge Tech Staff made this process easy.

Cons

Customer Service when I have a question to get an answer to help me better use the software, I think the got to questions within customer service can be time consuming. If I do not communicate they way that the help area of the software layout is then I am looking too long for an answer.

Pros

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.

Cons

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.

Pros

The LIVE Humans who are there to help when we don't understand someting.

Cons

The training videos are outdated and often don't answer the question I'm asking. But, more important FieldEdge's partnership with Clearent causes us significant problems. Clearent is dishonest about who they are and in competent at what they do.

Pros

The sales pitch and the idea of what it can or should do.

Cons

Functionality, this software is to cumbersome and difficult to maneuver. If you have worked with software all your life and switch to this you will not be happy if this is the first software you have used in this industry this may be the right fit.

Pros

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

Cons

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.

Pros

reporting is best for locations when our clients ask for a service history report!

Cons

Cost is high, functions are low, Service Titan works alot smoother by comparison

Pros

The amount of information you have at your fingertips. Jobs, scheduling, quotes, orders, and Customer information. Customer information is key to service knowing what they have done in the past including payment history, and buying habits. Keeping records under the documents tab means not more filing cabinets. Sales reports and receivables reports makes keeping an eye on cash flow easy.

Cons

There is a steep learning curve. Because it does so much there is a lot to learn. This is a big program, that covers a lot of areas.

Pros

Really great customer service.
Knowing that all jobs have been properly billed.
Not having to hand enter hand written invoices any longer.
Techs are able to type in notes on a job that we can go back and quickly read.
Dispatch can easily find customer history.

Cons

You can't quickly add a sales tax rate. It's a process that you have to do from QuickBooks.
You can't easily add notes onto the invoice from F/E. My work around is to finalize and save to QBs then add any notes.

Pros

Less paper! The company revenues have risen due to having all customers, invoices, employees, Profit margin all in one spot. SUPPORT!!!! Great team and [SENSITIVE CONTENT HIDDEN] heading it up it a Super sized PLUS!
She keeps my Account manger up to date, is always there to answer any questions that may arise. And she Wants to Help. I think she likes her job.

Cons

Having to reopen a job each day that goes on for several days. Not able to have 2-3 techs on one job and split the profit for reports.

Pros

long history with the original company they were hvac contractors then started selling the system to other contractors

Cons

SUPPORT HAS BECOME USELESSS I have been in able to access my data base for two months

Pros

Integration with QBO and QBO payroll is seemless. We have been able to accuratley add expenses and OH to jobs and we now know what a job actually costs us in real time.

Cons

REPORTS! lack of reports, inability to run the report we need, all the filters are there but not on the pages you need. When we were being sold the product - the sales person answer to all questions was QBO will give you the report. In actuality QBO will not give you the report. We need commission reports. we need to be able to quickly see what isn't invoiced. Can we save the report we just created... NO because we are only given 5 saves

Pros

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!

Cons

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!

Pros

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.

Cons

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.

Pros

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-

Cons

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

Pros

Nothing nothing at all. Poorly constructed phone app.

Cons

Training was lacking. Poor operating phone app.

Pros

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

Cons

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.

Alternatives Considered

Reasons for Switching to FieldEdge

Pros

Good app to use in my field of work.....

Cons

Not to many complaints so far...it different from some of the apps I've used it

Pros

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

Cons

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

Pros

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

Cons

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.

Pros

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.

Cons

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.

Alternatives Considered

Reasons for Choosing FieldEdge

Reasons for Switching to FieldEdge

Pros

The dispatch board is nice, techs can update their work orders and we can see their status in real time (generally).

Cons

LEARNING CURVE - DO NOT underestimate how much time you will need to learn this software
We seem to be an outlier since most reviews rave about their customer service, but our onboarding agent was less than responsive to our questions and attempts to contact him, and he definitely did not provide us with adequate information or learning tools.
If you have concerns, make sure they are addressed in a timely manner before you make your final decision, otherwise they may never be addressed.
It is VERY expensive per month per user.
Our business is open 7am-5pm. Their support team has a habit of calling between 5pm and 8pm, but never when we are actually in the office to answer calls.

Pros

As a user who started at my company after FieldEdge was already in place, I can honestly say that FieldEdge was very easy to learn. It is user friendly and the basics can be picked up very quickly. For the more seasoned user, it has more intricate features & applications that you can utilize for your specific needs. Our technicians invoice & collect in the field and with the Quickbooks integration, it helps keep our outstanding invoices to a minimum. FieldEdge provides a live chat feature, which is a great tool. The Reps are very friendly and knowledgeable and super quick to respond! Each user can customize their settings to maximize the ease of use. For instance, I like to have my service tech dispatch board as my default since I am managing that board more closely than my estimator, apprentice or office boards. You can easily toggle between them but it is great to have just the ones I need on top. You can assign priority flags to calls to give quick at-a-glance visual markers. This is great when we have calls that can be interchanged between techs with the same skill sets, which can also be assigned in FieldEdge. The Do Not Service feature is another great tool that has allowed us to prevent accidental scheduling on accounts that we do not wish to service. All in all, it is a great tool that can be as simple or complex as you want it to be.

Cons

We have had a few instances over the past year with the software being down, but frankly, at least 2 of those times it was a Microsoft issue, not specially FieldEdge. There are times that FieldEdge runs slowly, but for the most part, it is a stable platform. We have had a couple issues with licensing error messages when trying to add additional uses on our account, but they were quickly resolved and corrected with a call in to the team.

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

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

Cons

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

Alternatives Considered

Reasons for Choosing FieldEdge

Switched From

Reasons for Switching to FieldEdge

Pros

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.

Cons

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.)

Alternatives Considered

Reasons for Choosing FieldEdge

Switched From

Reasons for Switching to FieldEdge

Pros

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

Cons

Missing features to help with receivables like statements.

Pros

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

Cons

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.

Pros

We like the ease of using the software. New software upgrades seem very seamless. The Online Support is PHENOMENAL!!!! Support is ALWAYS friendly, attentive, patient, thorough, and FAST!!! They sitkc with me and follow-thru until my issue is resolved or questions answered.

Cons

I used to be able to manage the desktop software from my phone just by logging into my office account. It doesn't work anymore. I KNOW it was likely not designed that way, but it was EXTREMELY helpful when I was outside the office to hop in and do most anything I needed to!!!!! PLEASE correct it :)

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Alternatives Considered

Pros

Variety of Functions, Covers Most Needs

Cons

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

Pros

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

Cons

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.

Alternatives Considered

Reasons for Choosing FieldEdge

Switched From

Reasons for Switching to FieldEdge

Pros

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.

Cons

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 ....

Pros

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.

Cons

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

Pros

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.

Cons

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.

Pros

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

Cons

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.

Pros

FE was the easiest software implementation we've done in 35 years. (We were coming over from Wintac) Customer support is top notch and my reps are super responsive. Constant updates and improvements. There is an "idea board" where members can post features/tweaks they would like and all members can vote on the idea. Mobile app is intuitive and user friendly.

Cons

Reporting is a weak area. Would also like to see some options to custom how the data, and how much data, is shown for customers and inventory.

Pros

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!

Cons

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.