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Frequently Asked Questions
Device Questions
Q. Calls get dispatched to the technicians. What exactly are the technicians using in the field to access this information?
A. Technicians can use any device that runs Window Mobile 5.0 software. We support several different devices that vary in price and durability. Our mobile software may also be run on laptops with Internet connectivity.
Q: How much do the devices cost?
A: The devices that run FieldMaster Pro range in price from $400 to $500 dollars. Our “hardened” device is more expensive, and contains more features. These prices can vary with carrier rebates and other discounts available at the time of purchase. myServiceForce.com will facilitate the purchase of a device or our customers may purchase devices that are certified for use with FieldMasterPro directly.
Q: Do any of your current list of devices have barcode scanning ability?
A: Currently, the only FieldMasterPro-certified device with barcode scanning capability is the Symbol MC70. We are currently in development of a Bluetooth barcode scanner, which will be available in early 2007.
Q: Can FieldMasterPro devices process credit cards?
A: The technician may enter credit card information on the device. Following this, the technician may send the information to the office for immediate processing.
Q: Do any of your current list of devices support a walkie-talkie feature?
A. The Symbol MC70 supports “walkie-talkie” feature and has a dedicated push-to-talk button.
Q: Can these devices be used as cell phones?
A: Yes. All of our current devices are also cell phones.
Q: What are the current rates for voice/data?
A: Rates for voice/data depend on the individual cellular carrier. Feel free to browse carrier websites for current rates and specials.
Q: What providers of cellular service does FieldMasterPro work with?
A: We currently use Cingular, Verizon, and Sprint as our wireless carriers. If you have an account with any of these companies (and you are a FieldMasterPro user), we will be glad to assist you with any changes to your current account.
Q: Does FieldMasterPro work on Blackberry devices?
A: No. Blackberry devices do not use Microsoft Windows Mobile 5.0 as their operating system. FieldMasterPro works on ANY Microsoft Windows Mobile 5.0 device.
Q: Do we have to buy the devices through myServiceForce.com?
A: Our customers can purchase devices that are certified for use with FieldMasterPro from other vendors if they choose. However, myServiceForce.com sells these products at cost from a master dealer so you can be sure you are getting the best manufacturers price offered.
Q: Are the handheld devices required to use FieldMasterPro?
A: Yes. In order to use FieldMasterPro to its full capacity, devices that run Windows Mobile 5.0 are required. Laptops that use cellular air time cards can be used also by using our device PC Emulator.
Q: What software do the handheld devices run?
A: All of our supported devices run Windows Mobile 5.0.
Q: Do the devices work with Nextel?
A: Currently there are no devices provided by Nextel that are certified to run FieldMasterPro.
Q: Can you use the devices to access the dispatch board via the Internet Explorer ?
A: Not at this time.
Q: Can I use my device to access the Internet?
A: Yes. All devices are pre-loaded with Microsoft Internet Explorer.
Q: Do any devices certified to run FieldMasterPro have GPS?
A: Not at this time, however, we anticipate that they may in the not so distant future.
Q: Can I use my device to access my email?
A: Yes. You may access email on the devices using Pocket Outlook, or you may use Pocket Internet Explorer to get email from a web-based email site.
Q: These devices have Bluetooth....what does that mean?
A: Bluetooth allows you to connect wirelessly with other devices, such as printers, keyboards, headsets, barcode scanners, and other products as they are developed.
Q: Can I get an extended warranty for a device?
A: Yes. You have the option of purchasing a warranty for the lower cost devices for an added monthly fee which will be added to your cellular bill by your wireless provider. A 3-year all-inclusive warranty may be purchased for the Symbol MC70 for $300.
Q: Can I print from these devices?
A: Yes. Our devices will work with select Bluetooth printers.
Q. How long does it take for my new device(s) to arrive?
A. New devices generally arrive within 5 to 7 business days. This will depend on carrier. Some cellular carriers take longer to process their credit and security checks. As long as all necessary paperwork is signed in a timely fashion, your devices will typically arrive within a week.
Support Questions
Q. What happens if my Internet connection is down?
A. Since the FieldMasterPro application is web-based, the system will be inaccessible if when your Internet service is disrupted. Fortunately, these disruptions in service are not common.
Please note, all field users will be able to utilize their devices to review work orders, capture field data, print invoices, etc. as well as all transactions continue normally for other unaffected users. When service is restored, all data will synchronize as if there were no disruption.
Q: What type of support plan do you offer with the purchase of your software?
A: Your monthly fee includes full Customer Support Service between the hours of 7:00am and 7:00pm ET, Monday through Friday by calling 1-866-966-6111. Extended plans are available if needed. Consult a Customer Service Engineer for rates.
Q: Are you serious about the 30-day money back guarantee?
A: Of course! Your happiness is our number one goal. If you are not completely satisfied with myServiceForce.com’s FieldMasterPro, simply notify us within 30 days of purchase for a full refund. (This refund does not extend to the devices purchased.)
Q: How many field service technicians can myServiceForce.com’s FieldMasterPro support?
A: myServiceForce.com’s program can accommodate several hundred field service technicians. Our program is by far the most dependable, versatile field service technician management program available on the market today. FieldMasterPro provides continuous communication between the field service technicians and the back office.
Q: Does myServiceForce.com offer fleet management and vehicle tracking solutions?
A: We have a partner company that offers vehicle tracking solutions called www.gpstrackit.com
Q: Will myServiceForce.com’s FieldMasterPro really handle our company's scheduling and billing as well as help us manage our customer accounts, all in one program?
A: Absolutely! And that's not all, myServiceForce.com seamlessly integrates with QuickBooks. This helps save you valuable time, avoiding loss of revenue due to incorrect billing.
Service Questions about mSF
Q: What is myServiceForce.com’s FieldMasterPro?
A: myServiceForce.com is an on-demand Software-as-a-Service (SaaS) company providing wireless communication between your office and technicians in the field using hand held devices running Windows Mobile 5.0.
Q. So since FieldMasterPro is web-based, I should be able to do my work from anywhere – like at home or at an Internet-connected coffee shop on my laptop – right?
A. That’s correct. All you need is a high-speed Internet connection and a computer running Internet Explorer.
Q. What information can a technician enter in the field?
A. The technician may enter the following:
- Notes about the service call - Service History
- Notes associated with a particular piece of equipment – Equipment History
- New equipment records (i.e. new pieces of equipment or equipment being serviced for the first time)
- Sales Opportunities – a tool to have emails sent directly from the field to your sales team
- Billable Items
Q. Can invoices be generated back at the office based on what the technician has entered?
A. Yes, and with only a few mouse clicks.
Q. How does myServiceForce.com improve my overall customer service?
A. FieldMasterPro allows your entire team to work seamlessly to complete any job quickly and accurately.
Q. How are complaints from my customers resolved faster?
A. By quickly accessing the customer’s work order, you are able to see which technician was assigned the job, when the job was promised, and when it was completed. You may also easily see how long the job took to complete, specifically what was done to complete the job, and see the itemized list of inventory used.
Q. How does myServiceForce.com provide Disaster Recovery to my company?
A. Your company information is maintained on secure, redundant servers, which are housed in a secure site with back-up power and 24X7 technical support. Additionally, your company records are backed-up continuously. Should your office experience a disaster, your FieldMasterPro data is safe on our servers. (For QuickBooks users, we strongly recommend that you maintain regular back-ups of your QuickBooks data.)
Q. How does using FieldMasterPro boost the satisfaction of my Field Technicians?
A. Technicians are released from much of the time consuming paperwork historically necessary. They receive their work assignments without having to travel to the office. Completing their work orders is much easier and more consistent.
Q. How do my customers benefit from my using FieldMasterPro?
A. Scheduling jobs becomes a simple entry on the dispatch board. Appointments are kept. Billing is accurate.
Q. How does FieldMasterPro reduce my response time to my customers?
A. The use of field devices allows technicians to focus on the work order, spending less time on the road and in the office.
Q: Where is myServiceForce.com located?
A: We currently have offices in Philadelphia, PA and the Silicon Valley, California.
Q: How long has myServiceForce.com been in business?
A: myServiceForce.com has been in business for nearly four years. We have just recently revamped out software and re-launched.
Q: How many users may I add to myServiceForce.com’s program?
A: The number of users is only limited by the size of your company!
Q: I have a large customer base. How many customers can the FieldMasterPro software track?
A: Our clients total customers vary, but we have clients who have in excess of 10,000 customer records.
Q: How does FieldMasterPro track current and terminated employees?
A: Because all customer data is linked, all historical data is retained on our secure servers even when employees leave your business.
Q: Our current software contains a large customer database; will I lose that data if I purchase your software?
If you are a QuickBooks user, all customer information will be accessible in FieldMasterPro. For customers who track customer information in other programs (such as Microsoft Access, Excel, etc.), we work with the customer to import the necessary data into FieldMasterPro.
Q: How many field service technicians can myServiceForce.com’s FieldMasterPro support?
A: myServiceForce.com’s program can accommodate several hundred field service technicians. Our program is by far the most dependable, versatile field service technician management program available on the market today, providing constant communication between the field service team and the back office.
Q: Which industries benefit most from the use of your software?
A: myServiceForce.com’s FieldMasterPro Software was designed originally for the HVAC, Plumbing, and Electrical service and contracting industries. However, FieldMasterPro can benefit virtually any field service company.
Software Questions
Q. Must I have a high-speed Internet connection to use FieldMasterPro?
A. Yes. You must have an Internet connection equivalent to at least a DSL connection to most effectively use FieldMasterPro. A DSL connections is not required to use the handheld devices.
Q. So since FieldMasterPro is web-based, I should be able to do my work from anywhere – like at home or at an Internet-connected coffee shop on my laptop – right?
A. That’s correct. All you need is a high-speed Internet connection and a computer running Internet Explorer.
Q. Can the technician create an invoice in the field?
A. Yes. After a technician has entered any billable items, a ticket/invoice is automatically created.
Q. Can a ticket or invoice be printed in the field for the customer?
A. Yes. If you desire to have tickets/invoices printed in the field, you may purchase portable printers that integrate with the mobile devices.
Q. Can the technician get a customer’s signature on the handheld device?
A. Yes. Just like when you sign for a package, your technicians will similarly collect a signature. This signature will appear on the ticket/invoice printed for the customer.
Q. Can invoices be generated back at the office from what the technician has entered?
A. Yes, and with only a few mouse clicks.
Q. I don't use QuickBooks, can I still use FieldMaster Pro?
A. Yes. You can still experience the great benefits of using FieldMasterPro even without QuickBooks. While you will obviously not have the accounting features of QuickBooks, you will still be able to produce invoices to give to customers.
Q. Does FieldMasterPro integrate with any other accounting software packages?
A. mSF is always developing next generation technology and seeking partnerships that may help a broader set of potential customers. There will be updates each quarter on such developments.
Q: Does your software include Payroll? Can your system print checks?
A: This service is managed by the QuickBooks application.
Q: Will your software run on a network?
A: Yes. Because FieldMasterPro is accessed via Internet Explorer, it is available to any computer with high-speed internet access.
Q: Do I need to use other software packages with myServiceForce.com’s FieldMasterPro software?
A: We recommend that you use QuickBooks with FieldMaster Pro for accounting purposes. However, it is not a requirement.
Q: What are the operating system software requirements for running myServiceForce.com’s FieldMasterPro Software?
A: The minimum system requirements for myServiceForce.com back office computer(s) are: Windows 2000 or Windows XP running Internet Explorer v6. The minimum system requirement for the field devices are: Windows Mobile v5. Specific device availability can be viewed at: http://www.myserviceforce.com/Solutions/Mobile_Devices/
Q: Can I send dispatches directly to my field work force?
A: Yes. myServiceForce.com’s dispatches are sent from the back office to the technician’s hand held device by simply creating a call on the dispatch board and assigning a technician to the call. Calls are sent wirelessly to the technician using the synchronization process.
Q: Will myServiceForce.com’s FieldMasterPro really handle our company's scheduling and billing as well as help us manage our customer accounts, all in one program?
A: Absolutely! And that's not all, myServiceForce.com seamlessly integrates with QuickBooks. This helps save you valuable time, avoiding loss of revenue due to incorrect billing.
Security Questions
Q: Is my company’s information secure?
A: Yes. All of your company’s information is saved on our secure server. All transactions are secured using SSL Certificates.
Q: How do I know my client list will remain confidential?
A: It is our company policy to keep all customer information confidential. As part of our contract, we sign a non-disclosure agreement. It is part of the agreement that both myServiceForce.com and you have when you purchase our software.
Q: Is my data information backed up on your server?
A: Yes. Our server backs up your company information continuously. At the end of each transaction our system generates a backup of that record. When you add new information or change an invoice, your information is instantly backed up. In addition, full system backups are run daily.
Q: Can I receive copies of my data on a periodic basis?
A: Yes, myServiceForce.com does provide this service for an additional fee.
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