mHelpDesk

Pluspunten

Mhelpdesk Field Service software greatly improved our business workflow by transforming our carbon copy work order system to a fully digital system that helped reduce our turn around time for billing. Recently, I was able to work with a mhelpdesk staff member during the development of the newly designed Equipment page where they were implementing the new features to track when equipment next service due dates are. This was a huge improvement for our business as we track mandatory inspection dates for our customers..

The customer support has always been A+ when it comes to address issues, or questions, especially with the instant chat function from the web app.

Minpunten

- Mobile App: The mobile app is an area that could see improvement. Some of the workflow using the app when creating a new Service Request can be glitchy and difficult to input all the information. The list of service requests also does not always update correctly and this is something we are currently in the process of working with the support team on.

- Inventory: The inventory management section is severely lacking and is not truly useable for our business workflow. With no ability to enter Purchase Orders/Vendor Information/RMA and tracking when inventory is received without manually adjusting the #'s on the price list, it becomes extremely vulnerable to missed information and inaccurate #'s leading us to use an alternative program to track inventory. This has been one of the hardest work around areas for our company as we are always constantly ordering replacement parts for equipment that we do not normally carry in stock.

- Price List: Another area regarding the price list for our company is that our labor rates are negotiated individually causing us to have to create a line item on the price list for every single Customer Hourly Rate, Mileage Rate, and Travel Time rate so that our engineers are able to bill customers correctly. It would be much easier if when creating a customer, you were able to designate their hourly rates so that information would automatically apply when engineers are entering their labor times.

Pluspunten

First, The customer service is Great! Especially the rep who helped me out tremendously. The live chat feature is probably the best in the business in terms of helpful information and response time.

Aside from that the software works really well. We are not totally utilizing every feature and it works really well for our company!

- The overall layout and ease of use is great
- Very easy to create leads
- Easy to convert lead to a job
- Easy to create job tickets IF you enter the correct information into the ticket on the first try
- Easy to schedule
- Can even sync it to Google Calendar
- The main screen is plain and easy to use
- Moving from tab to tab is simple and straight forward
- Running reports is easy and great
- Items to service might be useful for keeping track of maintenance items on out company fleet
- May even be useful if we have a better service tech, if we start doing more service items
- We can inventory items as well.
- I would like to explore options that you may know of regarding this and tool tracking inventory
- The customer service live chat on this CRM is great
- The mobile app is great for our guys in the field to use
- Straight forward pretty simple
- Push notifications work great
- Simple and easy to contact customer
- Easy to use maps that integrate with the phones maps software
- There is are a lot of areas where you can customize the fields of input

Minpunten

- If you don’t input the information of the ticket correctly the first time, it makes it extremely difficult to change it after.
- You cannot look up tickets by their address on the mobile app (At least not easily if there is a way).
- When having a recurring lead there is no drop down to select the customer, you have to enter the customers name EXACTLY the same as it was entered the first time

Pluspunten

Support is very good.
Works great if you make many invoices in the field, print them and hand them to customers. Must have internet signal.
Email Invoice with Payment Button. Customer clicks the button and pays with credit card.
Easily convert Estimates to Service Call to Invoice.
Customer Info with multiple jobsites easily managable.
Great mobile app., fluid, very functional, easy to use.
Intuitive desktop platform.
Works great with QuickBooks Desktop.

Minpunten

You will have to pay to retrive YOUR DATA when you leave mHelpDesk.
No inventory. Don't let them fool you. You cannot create PO's and have to go to a price list, select and item, delete the quantity, and enter the new quantity everytime you want to add inventory. No inventory history.
No Time sheets. Again, don't let them fool you. Technicians can sign in in the morning and sign out in the afternoon and you can print a report. That's it. No phase codes. Cannot label time entries. No way to associate payroll to billable hours/ServiceCalls/Jobs.
Custom Reports? Never could create one that was usefull and I have 20 yrs experience in MS Access.

Pluspunten

With the help of the support team I was able to filter out a list of customers that live in a certain region. Our out of town customers are grouped by areas. In order to send those customers a reminder email or reminder cards we need to filter them from mHelp. The report feature is too restricted and didn't help us. Then finally I had someone on the phone that told me to create a new selection under Customers. I selected the cities that are on that route and listed all of them separately. And voila, I had a list of customers that I was able to export to excel.

Minpunten

I don't like the way the reports are set up. There should be at least one report available that we can select/ search for all the fields that we need included. At the moment the customer custom fields can NOT be selected. Although this is a database that we're working on and theoretically all fields can be searched. I think it is not only us that ran into this problem. I need to be able to select fields that are important to our business to filter out e.g. the customer, their address, email, phone number in a certain region.
Another problem that came up from the solution above is that those lists can not be edited and therefore always need to be deleted and re-entered. It would be great if that could be editable. If that function would be editable it would eliminate possible mistakes while re-entering the whole list of e.g. cities that were entered before.

Pluspunten

It has all the functions I need to do my job efficiently and they have had some nice updates over the years. Their customer service is great. I've always gotten representatives that are knowledgeable and nice. When I have a problem, I'm able to use the chat function and 99% of the time they get me answers. Even when that doesn't work, they answer my calls and fix the issues. Every customer service rep without exception has been very nice to work with.

Minpunten

Sometimes they do updates that don't necessarily help with my day to day use of the program. I understand that they are servicing many different industries and needs and I can see the usefulness of the update. It would be nice if they made more of them optional. I have noticed a bit of a slow down in the program responsiveness. It isn't awful, but noticeable. I've done speed tests so I don't think it is my server but I'm not a computer geek so I can't be certain.