FieldOne Systems

dispatchman

I recommend looking at ServiceCEO. It is a great product and they offer unlmited support.

They also have a large support (always have actually) I am sure they can help you.

They really are the leader for field service software. :)

Dirtyducts, has your situation improved at all? I am looking for a new dispatching system. Any recommendations?

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I furnish software/hardware support for small to medium businesses in Utah. I have a refrigeration company that needed good solid dispatch and billing software for their fast growing company.

I researched over 30 companies and decided FieldOne was the best fit for them. That was almost 4 years ago. Since that time the refrigeration company has grown to 4 times the number of trucks in the field and a half dozen inside users. I see a complaint like the one above and think they must be talking about another company.

These people have NEVER failed to jump on a problem until they get to the bottom of it. Sure there have been little problems here and there but they NEVER fail to get them solved promptly even working online with me at night and on weekends so we wouldn't kick the users offline. I redid the invoices and work orders to suit the company with their logo etc. and had no problem at all.

There has only been one report I couldn't get on my own so I paid them to write it. They are programmers. That's what they do and they are GREAT at it. I deal with a lot of software companies and I have to say I can NEVER get a response from the majors like I do from FieldOne.

If anyone thinks this is a fake comment call FieldOne and get the number of the guy in Utah. I'll be happy to talk to anyone about them.

i am trying to learn the truth about these different software company's and i have some of the good commets are written by anonymous names, abviously the good comments sound like field one management sales people, and other's sound like competitors comments lying bout it, if the comments are from legitimate purchasers of the software they should not be afraid to put theyre real names and what business they have, so where is the truth probably the middle, slow cust support, and we will have to do lots of our own work to figure it out, as always, these software geeks make this stuff skipping obvious pieces of the puzzle that we have to figure out on our own, field one good price, slow cust service, probably ok for a small business with only 2 techs but i would be scared to migrate over with a 15 tech business, or would do so without cancelling other software till this one is perfected, be logical people, this software looks impressive,but the learning curve will be slow, and as always all company's seem to lie and say it's no problem and make it sound so easy, it's never easy unless you pay 4000- ****. for proffesional co with migration cost, we get what we pay for , always!

I own and operate small home services business (M.A. Stevens Services) and began using the FieldOne software (then Pioneer) about 3 years ago.

There is a depth and utility to this software that others didn't match. I'll admit that the learning curve was a bit high for me, since I had no formal business or finance training. But through the software I've learned alot about the correct way to manage a business.

I've also found their support to be very good. Overall, my own experience with the software has been a very good one.

Ecarter1, you said you went from Service CEO to this company and made nice comments about Service CEO. Why did you leave Service CEO if they were so good?

I am looking for a dispatch system. Has your situation improved with FieldOne?

My name is Ilan Slasky and I am the CEO of FieldOne Systems. I was recently told about some of the comments on this website and wanted to comment on them directly and correct some posted mischaracterizations.

While it pains me to read any negative feedback about our company - even if some are from anonymous sources - I fully recognize that we are not perfect, and appreciate the opportunity to identify and improve our efforts with our customers. To those customers who have been disappointed, I apologize, and we commit to doing better.

We are very proud to have the most feature rich, flexible, scalable and user friendly Field Service Management software on the market. We have been working at this for almost a decade, and strive to have the best application available to the field service industry. As a result, we have seen our user base grow dramatically during the past couple of years, especially throughout the last year. We have always been known to have provided a very responsive and an incredibly personal support experience to our users over the years. In fact many of them have raved about the level of support and assistance we have provided them over the many years.

By the same token, we realized that due to our rapid growth, our support team was, at times and too often, overwhelmed. We understand and recognize the importance of our support organization to our customers and pledge to always strive to improve how we can service and satisfy our customers. While we recognize that each customer is unique, and that while it is inevitable that we won’t be able to please every client personality all the time, our mission is to make every effort to do so.

We have made considerable efforts to expand our client support group during these past months. In doing so, we specifically did not want to hire off-shore support personnel as many of our competitors do in order to save on costs. Rather we are focused on providing the best quality support. And though it took us a longer than we had wished to hire and effectively train new members of the support team, I am pleased to say that we have added a considerable number of people in our client support group. In addition we have expanded support coverage hours, and client support is now available from 9:00 AM – 9:00 PM EST Monday thru Thursday and from 9:00 AM – 7:30 PM EST on Friday. We are also anticipating adding additional foreign language support to support our international clients.

I also would like to point out that many of our competitors charge a fee for support and we are one of the very few companies in our industry that provides unlimited support for all clients under a maintenance contract.

Our support department is now sufficiently staffed to be able to answer support calls and emails and service clients as the need arises. In fact, during the past couple of months, 92% of incoming calls were answered live within 40 seconds, and 85% of the support issues were resolved on that initial call. As our customers will attest, this is a dramatic improvement from prior months and we are striving to do even better. When calling, we commit that you will get a knowledgeable person and, in the vast majority of instances, support questions will be resolved during your initial call. We will continue to invest considerable resources in ensuring clients have direct and the most responsive support.

as others have noted I’m also shocked to see the comments by others in this group because my experience with the FieldOne product has been absolutely phenomenal. It is extremely intuitiive and flexible and I demo'd dozens of products.

There was a strretch where support was a bit yough to reach, although they always responded within the day, however in the past few weeks I have begun to hear new voices answering phones and response time has dramatically increased with 1 hour being the longest it took for someone to respond, and now I almost always speak to a support guy on the first call. If I had to guess, they were overextended because they grew fast, but they are now hiring additional staff.

I hope this helps!! They are a good company with an incredible product, and always have the right answers, and if the response time continues to improve as it has, it would be the perfect software company.

I commented earlier in Feb 2011 about FieldOne customer support concerning a few issues I had. I am glad to say that they worked out a solution to eliminate the long wait.

They hired additional Tech support staff and they are now able to respond much faster. I called last week and within an HOUR I recieved a phone call from Tech Support and they were able to help me on my issue. I was very impressed with the response time and the quality of help. Hats off to the crew and knowing that they fixed the waiting time, I highly recommend this product.

It is a great software. I suggest getting onto their archives and watch the many related topics so you can learn about the software before doing the demo. You will understand it better and be able to decide. FieldOne works great for us, our tech are equipped with Laptops in the field and their paperwork in minimal.

Now they come to the office to turn in checks instead of old invoices.

Great software and great support. :) :) :)

I just bought 4 license with Field One. Yes their customer service support is terrible.

I had several issues and they will always take more than 24hours to call back. Running a business and having an issue during all of this means you need to wait for a day or 2 to get the support you need. Never do they answer the phone immediately. Previous editor was right, the salesman was great.

He call back immediately with answers and demo and promises great tech support, but once you paid for it- good luck in getting help. I am struggling and reading a lot, watching their video as they suggest but lots of times you ahve a question and can't find the answer and when you call- you need to wait 24 hrs before you can solve it. With their help they actuall merge my QuickBooks to Field One, however they download it twice.

I now have my 3000+ customers in Fieldone TWICE. I have to deleit each duplicate, I called,emailed and ask for help but no luck.