FieldAware Review

FieldAware
Product:
Vendor:
Founded:
Headquarters:
FieldAware
FieldAware
2009
Plano, TX
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
Unknown
Cloud
No
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FieldAware At A Glance

Good: The scheduling, dispatch and reporting features are easy to use. The software can be set up quickly.
Bad: Primary focus is on field service management so it does not offer maintenance-oriented features.
Bottom Line: FSM solution that allows technicians to provide all aspects of customer service on site straight from a mobile device.

Product Overview

FieldAware is a field service management (FSM) solution that aids field service technicians and dispatchers in their jobs. It provides the following benefits:

  • Improve customer service
  • Better tracking of inventory
  • Improved revenue
  • Reduced costs
  • Ability to upsell services to current customers while on the service call

Features

FieldAware’s key features include:

Asset management – The asset management feature helps companies keep a detailed record of assets, schedule maintenance and associated jobs, recognize upsell opportunities in the field, and document issues and repairs.

Barcode scanner – Field workers can scan barcodes to pull up item or asset details including make, model and serial number. Users can also add notes, photos and attachments to assets and tasks.

Customer portal – Companies can easily create a branded customer portal by uploading a logo or banner, setting request questions and specifying footer links. Customers can submit work order requests and check the status of their jobs at anytime.

Forms – Companies can manage incident reports, safety checklists and customer surveys from the mobile app. Form data automatically syncs with jobs and integrates with customer relationship management and enterprise resource planning systems.

Insights dashboard – The insights dashboard has 12 standard reports and an intuitive report builder to help companies monitor key performance indicators and visualize data.

Mobile app – The mobile app lets field workers access work orders, customer work history and job documentation. The app also lets users track assets, plan efficient routes, add job details and photos to work orders, and get customer signatures.

Scheduling and dispatch – The scheduling and dispatch function uses built-in logic to effectively plan service calls, taking into account service regions, worker skills and location, and route efficiency.

Work order management – Companies can create work orders with customer location and contact info, associated tasks and parts, required equipment, service history, photos and manuals. Field workers can access work orders through the mobile app and instantly create an invoice when the job is completed.

Target Market

FieldAware serves customers in over 100 service industries around the world. Its customers include:

  • Ardmore Fresh Air
  • Clearstone Solutions LTD
  • Cote's Mechanical
  • Eco Electric
  • Generator Systems
  • Intimus International
  • Plumbingforce
  • ReSource POS
  • Reynolds Machinery Inc.
  • ServiceMaster Clean

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Implementation/Integration

FieldAware is a cloud-based solution that can be set up and accessed quickly. The vendor also offers three quick-start implementation packages.

  • Basic – The Basic package includes a one-hour kickoff call, three one-hour training sessions, a project plan and data migration.
  • Standard – The Standard package has all the features of the Basic package, plus task and job history migration, tailored training sessions and project management.
  • Expanded – The Expanded package provides the benefits of the Standard package, as well as two two-day visits to the company site for solution design, training and other services.

The software integrates with various enterprise resource planning (ERP), customer relationship management and accounting software, including CentralBOS, Netsuite, QuickBooks, Salesforce and Xero.

Customer Service & Support

FieldAware offers customer support via email, live chat, and toll-free phone telephone numbers in the United States, Canada, United Kingdom and Australia.

The vendor also provides a resource center with product tutorial videos, webinars, industry reports, e-books and white papers.

Pricing

FieldAware offers a Professional license option that includes the following features:

  • Scheduling and dispatch
  • Mobile work order management
  • Customer management
  • Customer asset management
  • Barcode scanning
  • Invoicing
  • Job time tracking
  • Quotes and estimates
  • Executive dashboards and reporting
  • Unlimited custom fields
  • Mobile application for iOS, Android and Windows smartphones and tablets

Insights, forms, the customer portal, a smart schedule with route optimization and application program interface (API) integrations require an add-on charge. Standard support is included with all licenses.

The vendor doesn’t publicly release pricing info. Please contact it directly for a quote.

Shortcomings

FieldAware focuses primarily on field service management, so while it does have inventory management and work order management, it does not offer maintenance features, such as preventative maintenance. The solution is also deployed in the cloud so companies who has a preference for hosting the solution will have to look at other solutions.

Screenshots

FieldAware Screenshot 1
FieldAware Screenshot 2
FieldAware Screenshot 3

About

Founded in 2009, FieldAware provides cloud-based, mobile-first FSM solutions to help businesses simplify their processes, improve field worker productivity, improve customer service and revenue, and expand into new markets.

FieldAware is headquartered in Plano, TX, and has multiple locations around the world, including Chicago, Australia and the United Kingdom. The vendor has a partnership with CentralBOS to offer an integrated ERP and field service solution.

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