FieldEdge Pricing

Price, not a lot of frills so we can usually figure out how to take care of issue or do what we need ourselves.

Customer support is terrible. We have only had interaction with a couple people total that actually could answer questions. Our onboarding consultant knew less than we taught ourselves. When we do have an issue and need to call in/chat the support team just sends us links to videos or articles and can never answer our question.. while also being rude. It seems the company trains them to sound superior so the customer will think they don't know anything or want to ask further questions. I know that there will be no software that is prefect but we are very very unhappy with our experience. We will not extend with this software again.

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.

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.)

Hi Haley - A member of the Customer Success team will be in touch regarding your requests. We really appreciate you taking the time to share your feedback on FieldEdge!

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.

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...

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Thank you for taking the time to share your thoughts with us, Tyler! We are happy to know you are utilizing the newer 'Do Not Service' feature and have found it to be a time saver, along with the other functionality you enjoy. We also understand the frustration you experienced on those occasions, and are continuously working to make improvements to our software as you alluded to. We are proud of the enhancements we have made to the stability and reliability of our platform in recent months. We appreciate your partnership and look forward to continuing to work together.

Ease of use. Reliability. Ability to customize like no other software out there. Consistently listening to their customers recommendations and updating. Best value for price!

If you can call it a con? We are busier than ever as it has streamlined so many ways we operated that we are able to mange our technicians much more efficiently!

Our teams love to hear feedback like this, Beth! Thanks so much for sharing. We are lucky to have customers like you!

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!

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!

[SENSITIVE CONTENT HIDDEN] is the best Rep for FieldEdge. The most important thing with FieldEdge is who take care of you. We are with FE over 2 years we had hard time in first to complete or need what we want because of support service. As we go FE improve a lot technical and service support. Right now is much better then was before. Also our Rep [SENSITIVE CONTENT HIDDEN] doing GREAT JOB I'am very happy and impressed how she take care of our needs. Other things: I like simplicity of using FieldEdge and as you know how it works. Price for software compare to the others is good so this was a huge impact to make a final decision.

You can do anything after completed. Change notes, change payments. I think it will be beneficial if there be some kind of the Administration account just in case.

Thank you so much, Tomasz! We work hard to meet expectations like yours, and we're happy to hear we hit the mark for you.

The software works without too many issues

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...

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This is a web based dispatch system that integrates into Quickbooks nicely. It has helped us to streamline our business and work much more efficiently. Love that the Techs can see customer history easily. Almost instant communication between Tech and dispatch. Has many great feature in the price book and dashboard. We can see almost instantly how profitable we are being.

The largest con is that as a web based system, if they go down your company can come screeching to a halt. Because this has happened several times this year, we have had to put internal back up systems in place. We save a screen shot each evening of the next day just in case the system is down. There are several issues that I would like to see FieldEdge improve on. Their team does take suggestions though and has been making improvements to the software.

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.

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.

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

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.

Hi Ryan - We are really disappointed to hear that this was your experience with onboarding and we certainly hold ourselves to higher standards than what you described here. A member of the Customer Success team will be reaching out to you to talk through these concerns in more detail. We truly value your honest feedback and will be sure to pass it along to the appropriate teams so we can continue to make improvements in these areas.

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Thank you for your feedback. With a 97% satisfaction rate among 46,000 users, it's upsetting to hear about an unhappy customer. We aim to produce both user-friendly & comprehensive products addressing the needs of service companies. Are there things we can do to improve the experience? Absolutely! We continue to work closely with our customers, prospects & industry groups to identify areas to improve-resulting...

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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.

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

Hi Aubrey - We are sorry to hear about your recent experience with FieldEdge, as this is not the level of service we pride ourselves on delivering. We clearly missed the mark in providing a smooth implementation process for your business. It is our understanding that you have since spoken with a member of our management team to address these concerns in more detail. Thank you for sharing your feedback and helping us continue to improve the customer journey.

-Easy invoicing -Easy item search -a lot of compatible software for CRM, Accounting software,tracking, etc. -Simplistic

-Can be finicky after an update. - Jobs feature could be improved it doesn't track cost like we would like it to. -Can't place stock orders. All PO's have to be connected to a customer.

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

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.

Hi Susan! Thank you for providing your feedback! We are very sorry to hear you had this negative experience. You are always welcome to contact your CSM or contact us at support@fieldedge.zendesk.com for support.

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Thank you not only for your kind words about us but the valuable advice for other businesses adopting new technologies and solutions. Making major enhancements or changes to your company is a challenge that deserves planning and foresight. We are thrilled that you were able to feel the support of our entire company standing behind you. dESCO is always cheering you on and thrilled by your success. As always, we are at your service!

It allows me to track information for service calls and transactions, as well as price-book integration.

I would like to get pricing because of every dollar matters and it's not as affordable as we would like.

We're glad to hear that you're finding our many resources helpful, Angelo! We appreciate you taking the time to share your feedback with us!

They have good phone, chat and email support. Cloud based, we never worry about backups and it is easy to add users as they only need a browser.

Onboarding was a little bit of a mixup but I believe it was because they were still new to working with Android and new to flat-rate pricing.

Thank you for taking the time to share your feedback, Logan! We are glad to know you've taken advantage of the many ways you can contact us; we are always happy and eager to help!

I like the tracking abilities of the software, the invoices, work orders, technician time, parts tracking. This has made us more aware of our cost, and better for our customers.

Some of our techs are not tech savvy, and the mobile part explaining to our guys was the hardest for me. Getting them to use it to the full potential

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

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.

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

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.

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

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

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Thanks for sharing Sue! Always great to hear the success stories of our customers. We'll keep those webinars coming!

Windows based system Visual controls Easy to set up schedules and move schedules around Good value for the investment If the compnay invested some time in a few simple modifications, they could find a huge market in the propane industry as no one would be competing with them at their price/effectiveness point. Ties in with QB and makes the accounting effort seamless.

Compnay is not good at adjusting software to meet a "new and different' need eventhough they promised to be aggressive in the effort -- they are not. Ie - Still can not print off dispatch tickets that are not 8 1/2 X 11 Software is not easy for use with reoccuring customers, tank rentals, keep full accounts Hard to edit equipment entry data. often have to delete and re-enter Reports are limited and not easily configured Collection manager does not work if you use QB The integration to ESC and qb is some what disappointing, ie you have to put product prices in both systesm, sales tax and terms do not transfer across, and all customer invoice events have to occur in ESC

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