Avis clients sur mHelpDesk

Our experience has been extremely positive. No other company would go this far for a customer.

Commentaires : We are completely cloud-based, completely mobile, our response time has decreased and profits have increased. We have found a vendor/partner that listens. We truly have an integrated product from end-to-end. Service calls/requests for quotes come in, an excellent work product goes out, seamlessly.

Avantages :

The field app is very strong and that is a must. The admin provides a true workflow experience. The software is as flexible as it can be, provides true integration to QB, and has cut our entry time in half. Our profits are up and communication is vastly improved. The cloud feature fits our Disaster Response plan. Their customer service is the best I have seen and we have tried many.

Inconvénients :

Very little to dislike. They are always improving. I would like to see an inventory module, and Ajax searches would be a real improvement. But overall, they are the "best-in-class".

Field Service Software for any Business to Stay Organized

Commentaires : Overall I have had a really good experience, anytime I have ran into a problem which is not very often but my problems have been resolved in a professional and expediential matter that allowed my business to continue to operate. You can keep an open line of communication with your customers on work order status or any problems that arise during the work order.

Avantages :

You are able to automate your business to keep a customer database, schedule and track work orders. Billing is a breeze with in the email feature you send to your customers. They can pay directly with PayPal or Credit Card account. There is even a feature to generate leads to your business. You can customize your invoices and work orders to meet your business needs. Works on mobile Apps and integrates all your invoices to quick books.

Inconvénients :

When customers pay from your credit card account, you are only able to setup and activate one payment option at a time. It would be nice to have individual bank accounts set for different sections of your business model.

I use mHelp daily and love it!

Commentaires : I am able to organize work orders/estimates by service location, schedule, bill and take payment all from one platform. That's just touching the basics! mHelp is a beautiful rabbit hole to fall down.

Avantages :

I love how user friendly mHelp is. I love being able to have so many features in one platform. Whether it be scheduling, billing or top tier organization, mHelp can do it!

Inconvénients :

There isn't really anything I dislike about mHelp.

Worst CRM Of All Time

Commentaires : My experience with MHD has been a headache since day one. Many of the features promised do not work. They try to "trouble shoot" each issue when they arise, but can honestly say they have never actually fixed anything we've had an issue with in the last 10 months we've been using the product.
I have not used anything slower since dial up internet. No one at the company can give us a straight answer as to when fixed will be implemented and everyone gives the run around to save themselves.
My company speaks with them at least 3 days/wk.

Avantages :

MHelpDesk has made invoicing easier than what my company used in the past. It also allows all client information to be in one place.

Inconvénients :

This is the worst CRM. They have false advertising on their website claiming to be the "fastest, easiest, most powerful field service software." This could not be farther from the truth. Not only is this the SLOWEST software I have ever come into contact with, they also have the worst customer support. No one who works there knows in the ins and outs of the program and they never can give consistent answers. Our company had lost thousands of dollars by implementing this application. It simple DOES NOT WORK in the field. Our company members who use it on devices other than a computer spend HOURS uploading information because the program is so slow. It is an embarrassment to our company when using it in the field and has only been a headache from day one. Do yourself a favor and DO NOT BUY THIS SOFTWARE!

mHelpDesk

Commentaires : Overall, mHelpDesk is a powerful and useful tool for managing field service operations, but it may not be the best fit for all businesses, particularly those with limited budgets or specific customization requirements.

Avantages :

mHelpDesk is an amazing cloud-based field service management software that provides businesses with tools for managing customer relationships, scheduling appointments, dispatching technicians, and tracking work orders. It also integrates with a range of other software, such as QuickBooks, Salesforce, and Zapier. mHelpDesk also provides tools for managing customer relationships, including contact management, appointment scheduling, and customer communications.

Inconvénients :

Sometimes slow response times and difficulty resolving technical issues.

Great Customer Support

Commentaires : Overall has been great! I went to another company and came back to MHelpDesk cause the other software just didn't work like MHelpDesk - I always get prompt and friendly service which make my job easier as I am always in a hurry.

Avantages :

It integrates very nicely with my Quickbooks - I also like that it keeps everything streamlined to make my job easier.

Inconvénients :

Wish there was an option to "CLOSE" the estimates so they just go away versus having to mark them inactive. Once I invoice the customer I have to mark the estimate inactive or "Sent" in the status field so I can keep it separate from the "active" or "approved" estimates - I used the estimates to keep track of my current jobs.

For the small business owner, this is a MUST

Commentaires : It was suggested we try Quickbooks as well, and we did not like how that program interface looked. Too many "bells and whistles" make a program more complicated to use and harder to teach to new users.

Avantages :

We used to rely solely on PayPal for our "small business needs" but their invoicing system was too complicated and confusing. MHelpdesk makes very eye-pleasing invoices and billing statements, and they are easy to manipulate and add/change information on. There are other nice perks of the program, but the invoicing and billing was our main reason for choosing it and switching from PayPal as a stand-alone.

Inconvénients :

The only issue I've come across is that the app is actually more functional and intuitive than the desktop version, but seeing as how most of our transactions are done on an iPhone, the app does suffice and fit our needs.

Ease of switching

Commentaires : A++. Their customer service team answers and solves issues within minutes ! They definitely know their software and ways to make it fit your needs.

Avantages :

This software was easy to set up, customization was a snap and it has saved so much time in the organization of each call performed and invoicing. It integrates with Quick Books immediately. No more delay in getting the information at your fingertips.

Inconvénients :

I wish there were more reports that could be run and easier to print if necessary

MHelp Desk is Pretty Good

Commentaires : Our business services print finishing equipment so I would say this is a pretty good application to use.

Avantages :

User friendly, easy to use. And also has a timekeeper with GPS included for service technicians which is a plus.

Inconvénients :

Inventory items added to customer invoices do not pull out of QBO inventory until the final sync when invoicing the customer. This can lead to incorrect inventory numbers until synced.

Could be great if they tried

Commentaires : As a user, I can be their best critic, tester and advocate of their product, but the impression I get is that mhelpdesk do not particularly care, as long as they are getting their money. I have a raft of bugs and issues that I've been dealing with since November, which still are not fully resolved - I won't bore everyone with the details, but; one of the big ones is to do with timezones. If you live in the UK, or generally outside of USA, you're not in luck. The settings do not carry through correctly to email appointments sent to 'Technicians'. Hence an appointment always appears in the calendar 4 hours or so in advance of the time you actually requested. I actually cancelled my subscription this year, as I just was not getting anywhere with the support - I was writing long emails and getting nothing sorted. After I cancelled there was a sudden flurry of activity and they almost got the problem sorted out - they gave me a temporary workaround (so I re-subcribed). This issue is still not properly resolved. In addition, the app doesn't currently support an offline mode - hence it doesn't work if there isn't an internet connection, or if it temporarily loses the connection. The data looks like it's synchronised, but in fact it's lost.
The files tab in the app, actually only supports images, which is a shame as the web version supports many other file types - which would be really useful to share with my guys on the road. It's a real shame, as overall the product has so much potential, the principle is very good. But, if only they would take more notice of the users that are using the product and actually get the small glitches sorted out, they might actually have a great product.

Great if You Have to Make Invoices in the Field

Commentaires : GOOD.
mHelpDesk does what I need it to do. It is affordable for a small shop. It's the only software that allowed my, not-so-computer-literal, technicians to create detailed invoices in the field AND HAND IT TO THE CUSTOMER, and record payment.
I would recommend it.
Most of my frustrations come from having such a very functional software package and my techs have to fill out paper timesheets. All the data needed to create a timesheet exists in the Price List including Items or fields called Labor-Travel, Labor-Tech or Labor-Apprentice. The time they signed in and signed out exists in the items list of the invoice. All we need is a report that can filter this data and voila we have timesheets.

Avantages :

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.

Inconvénients :

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.

Reports

Commentaires : - great customer service availability by phone and online chat.
- easy scheduling.
- mobile app for technicians on the road.

Avantages :

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.

Inconvénients :

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.

mHelpDesk lacks on the support

Commentaires : Dispatching

Avantages :

It's quite easy to use, did not take long to get the hang of, but I am also very comfortable with computing and software. You would have to be since the documentations they have only go as far as showing you the default way of doing things. If your business does not follow their model exactly you will be customizing yourself for weeks to come. All-in-all though, the software is functional, no down time, and the servers are pretty quick.

Inconvénients :

Ugh, there are several things to dislike. First and foremost, is the customer support. You will wait forever for a response, and when you finally get one, its just that, one. Then you have to wait another 30 mins for them to respond to your next sentence again. We are talking the same conversation here and they have 30 mins between replies. If it's my turn, it's my turn, don't leave every reply hanging. Second, they pick and choose what part of the terms & cond. they follow. It says, no refund, at all. Yet I know different because they refunded one month. THis was due to the fact that there software does not sync with quickbooks as advertised and I spent 2 weeks working on that. I had to create a whole new quickbooks, delete every single service from mHelpDesk (over 1200) and then recreate them in Quickbooks and then sync. A VERY LARGE undertaking and they did not help a single bit. They just waited until I was finished and refunded one month. When the software didn't work at first, I asked for a refund because they didn't hold up their end of the agreement, and they flat refused. Breached their own terms and everything, and still refused, and I was still within my trial time. Point is, make certain you want them first, because they will breach their own terms and tell you to get over it.

Schedules/tracking/invoices/estimates

Commentaires : The customer service team is always ready to help! I have searched and it is my belief for the money - you won't do better than mHelpDesk. It has taken our business to a new level.

Avantages :

This software has enabled me to eliminate one office person. The techs in the field use the app to complete estimates or invoices and then the program integrates with QuickBooks. This has eliminated paper tickets. I like that we can add pictures to a work order as this can be a vital tool for a job. The techs can also input data if they are out of range with their mobiles, this is not an option with other similar software/apps. Additionally, almost all of our invoices are emailed to the customer and that means that I get paid faster!

Inconvénients :

The program - for the cost - is about the best you are going to find. It does have a few issues I would like to see resolved. If a customer clicks approval on an estimate it doesn't trigger a notification and I think it should. I am also paying another company to garner, share and post reviews. I think that mHelpDesk can do this. They have all the customer info - it should be a matter of checking a box. The customer service at mHelpDesk is wonderful. They have always tried to assist me with any questions or to resolve any issues.

have used for 4 years now

Commentaires : We were much happier with the original version and while we continue to use the software, I still and looking for a new option to try.

Avantages :

It is fairly easy to use. We mainly use it to create invoices and work orders that we print and send to customers. The customization of forms was great when they helped us initially set it up.

Inconvénients :

We acutally loved this product when we first started using it. We used it on a desktop in the office. We were on the original version until they kicked us off and told us it was not longer available. The do not truly think of the people who have to use it on a desktop at all. The font is so light that I literally get a headache each day trying to read it on my 20inch monitor. I have already enlarged the magnification and then when I try to create new customers or other things, you cannot see the save button on the enlarged screen. We have tried to tell them this, but to no avail. Why would you not think there are people working in offices on desktops and laptops still??? Since they have Home Advisor, Mhelp seems to be the step child and they no longer allow you to make suggestions. I guess they do not care anymore what their customers think.

Commentaires : We provide Information Technology Service and Solutions to home and business users. We pride ourselves on the fact that we deliver service and solutions that solve the headaches that Information Technology can cause, efficiently and professionally. Our solutions are totally managed by our support team made up of inside support technicians and field service technology support teams. Working on solutions that are managed and monitored allow our customers to focus on business, not I.T. issues. We have been working with an in-house solution for a few years that couldn't offer an easy to use mobile solution. Service Techs would have to connect to the server remotely and in most cases this took too long and was inefficient. Utilizing an access database, exporting to Excel and QuickBooks was problematic due to the fact that data fields would change from an update, causing us to have to reconfigure more often. This is extremely non-productive. We are 90% done with converting our customers over to the new MHelpDesk solution. This has been a painless migration for us. I am very happy with the ease of use with this solution. The Techs love it too, and say things like "what an improvement, we now have all the customer data at our finger tips while we are at the customer location". The online help and support videos are a big plus. Checking out the Blogs we found helpful information that gave us some ideas on how we could configure MHelpDesk; saving time, trial and error. We called in for technical support twice to get clarification on exporting to QuickBooks and found the MHelpDesk support to be very knowledgeable and straight forward on the explanation of our configuration needs. Over the next month we will start barcoding all of our customers Technology Assets that we are responsible for. Our customers contract with us to manage there I.T. Systems. With the barcoding we will be that much more efficient. LESS ERRORS. Identifying equipment has been a challenge and by barcoding we now have the missing link. The biggest benefit to our company is the fact we can enter customer information and updates remotely. The information is available immediately to the main office and management can take action on services issues. This allows the field service techs to take action at the customer site, and in most cases estimate cost, invoice and bill while at the customer location. It's all about being professional and efficient. We are so pleased to have implemented this solution for our business and look forward to the successes it will bring.

Mhelpdesk has improved our business in a number of ways

Commentaires : Our business had grown to the point where the typical administrative tasks such as work order management and invoicing were becoming cumbersome. Concerns regarding slowing turn around times on invoice creation and the potential for lost or incomplete work orders drove us to begin reviewing electronic based work order management solutions. Early on we reviewed building something custom (time intensive), running something in-house (just one more thing to manage) or finding a web based service such as mHelpdesk. Many of the competitor solutions were comprehensive and included many desired features however most seemed overly complex (requiring a longer learning curve) or were priced to be more expensive. We learned about mHelpdesk through a web search and several listings on software comparison websites. From day one we found mHelpdesk a pleasure. Our sales rep was extremely helpful and patient with us as we evaluated the software and asked MANY technical questions. After signing up we coordinated with several additional mHelpdesk staff as we integrated our QuickBooks accounting into the system and imported in our necessary data. To date we have found mHelpdesk Technical Support to be responsive, typically responding to our emails during the same day, and have always been polite regardless of whether we call in or e-mail our support topic. The mHelpdesk system also allowed us to easily customize many features in the system such as: * Custom work order status categories (ex Closed - Ready To Invoice)
* Custom user groups for assigning work orders to more than one person
* Custom work order forms for specific tasks such as maintenance or virus cleanup
* Custom "Steps to Fix" field for recording just the solution
* Custom very detailed equipment forms In short order we were able to expand the work order system to our sales staff as well. This not only allows sales to monitor the status of a work order but also allows our support staff to assign a work order back to sales when there are additional upsell opportunities. Lastly, we appreciate how mHelpdesk provides their customers with an easy way to request new features and to check on the popularity and status of those new feature requests. We look forward to continuing to use mHelpdesk in our business and are excited to see how they will enhance the product with new features in the future.

mHelpDesk a solid tool for MSPs

Commentaires : mHelpDesk has been a welcomed addition to our operations. In vetting the product it was challenging getting accurate information about how we wished to use the tool. We integrate it with QB and use QB Advanced Inventory for our inventory mgmt. It has been challenging getting the functionality we desire from the inventory module through the mHD UI. Since rolling it out, the core functionality is working well. The enhancements specific to our operations have been less successful. The fact that the mHD team is constantly gathering feedback and augmenting functionality makes me more confident that we will eventually be able to use it as we intended to use it from the onset. The forthcoming API is a big part of this.

Avantages :

Easy association of work orders with easy to produce estimates & invoicing. Customizations are easily achievable via a user facing settings interface which is quite intuitive. Support has been very responsive to our requests. We may not always get the answers we wish we would get but support is quite robust. mHD is always gathering info from the users and adding functionality. We are greatly anticipating the API.

Inconvénients :

No API. the user defined fields are just free text fields. You must export a CSV to use the data. It would be much more helpful if when I enter the mileage from the field techs I could then run a mileage report. The customized report interface is lacking. You cannot query the DB directly.

MhelpDesk talks a big game but fails to back it up

Commentaires : A headache

Avantages :

Customer service department is located in the USA and they have great hours of operation that cater to both West and East Coast

Inconvénients :

Fails in every aspect of execution, from set up to customer satisfaction. MhelpDesk was built on empty promises. Ill summarize my experience in a very brief manner to save everyone time. Signed up with MhelpDesk and paid a premium for the premium set-up team to assist in customizing our workflow. Was promised it would be no longer than two weeks but we would strive for 1 week set up time. 1 month later, we are no where. No familiarity with the software. Set up rep, talks too much doesn't listen. 2nd month, new service rep. Great guy, listens very well. Initially make great progress. However we ran into many issues which were supposed to be resolved, some issues would take 4-5 reminders to actually fix. He would say the issue is fixed and it was not, so they must conduct no testing at all. 3rd month. Out of pure frustration we set up 8 hours for our own employees to run through the software and try to figure out our own set up. which we did. Everything is customized to our specs and we completed the set up process from 50 to 100% on our own. 4th month: Customers not receiving email notifications, Customer service has been contacted 4-5 times and offers no solutions, they cannot find the problem so they dismiss it. This has been one one of the worst businesses we've ever dealt with. A huge waste of time and money. They will tell you everything you want to hear with a great attitude but when something goes wrong, and it will. You are on your own. Good luck

Hover feature no longer works!

Commentaires : I DO NOT RECOMMEND this program. As of now, it has made our business less profitable and more difficult to manage

Avantages :

Scheduling used to be easy and tracking of calls fairly good. We made it work even though we are in Canada, Customer service is there, but mostly their answer is "send us a feedback message" when they try to answer your questions. Imports transactions into Quickbooks

Inconvénients :

When you hover over the truncated mini view of the schedule on the calendar it does not automatically open to preview the full extent of the job any longer, which means that you have to open each job to see what it is and try to schedule from there. It's very time consuming and what program doesn't give a preview when you hover over information??? DROPS CUSTOMERS AND PHONE NUMBERS AND HAS TRANSPOSED PHONE NUMBERS AND ADDRESSES, doesn't show current day by highlighting it to know you are working in it to name a few, THEY DROP PROGRAM FEATURES WITHOUT WARNING.

How does mHD hlep me

Commentaires : In general it does quite well, I prefer to use the web based system from my laptop. But the phone is a big help.

Avantages :

The ability to see all of the customer data.

Inconvénients :

The text messages come from different phone numbers so I get voice readouts of the text messages, if they came from a single number or a few numbers it would be easy to block text to voice on them, but there are so many making it quite difficult. I also tried to search based on locale either I did not know how or it was not possible. Also people tend to dump more than just the address data in the address fields, when you go to map the customer location it will not map due to erroneous data. Need to figure out how to just filter the address data, or squawk when someone tries to add more than just the address.

Insightful Features & Stellar Customer Service

Commentaires : Again, their customer service, and the way they help us solve problems and customize things to fit our operational model is really invaluable.

Avantages :

We really like how user-friendly it is, the way things link together, and the auto-processes you can set up. We also like how we could start with the basic functions and slowly set-up and all of the features. This allowed us to switch from our old software quickly, and gave us the time and opportunity for a lot of troubleshooting and customization. We also really like all of the ways you can customize your site. We like how features are developed based on client feedback. Finally, their customer service/tech support is excellent. Our implementation rep is very knowledgeable and figures out great solutions for our needs. The chat support is also excellent. Our problems and requests are solved the day-of every time. Their Customer Service/Support really goes above and beyond every time. If you are wavering between software like we were, mHD's Customer Service really sets them apart.

Inconvénients :

The Scheduling module/platform does not have as many options/customization as we need, especially as our number of field techs increases. The Quickbooks syncing can be tricky, a more comprehensive instruction manual for that process would be helpful.

My first enterprise software - if I can call it that

Commentaires : I looked at a bunch of systems when I decided to move to an online, cloud-based system that would help us run our business more effectively. Spoke with a few of them. I wanted to work with a smaller business that would service us well, and that could grow with us as we grew. I have been very happy to have found MHelpdesk. We run a residential painting company, and have found it tremendously helpful to put all of our information in one place. We are still in the process of moving everything over, but that has been at our own pace. My suggestion to anyone thinking about this to take plunge, take the 30 day trial, but to actually try it. See what it is like to use it for at least 3 weeks. You will not want to go back to the endless spreadsheets. I know their are bigger companies out there in this space, but they will not treat you like these guys.

Avantages :

Easy to use. Can I just say that our office manager has a little trouble with technology, but she has taken right to this, and loves it. Access. I can access my info anywhere. This weekend I was in the mountain and hopped on my iPad and was able to pull down some needed information. Affordable. At first I didn't like the thought that I was going to pay for each one of our guys that we needed to track, but it really isn't bad, in fact, I feel like it is a great value. Customer service. We have had several one-on-one training sessions with Ryan, and he has been great. Very patient, and always accessible. They are even willing to add functionality as we suggest things. These guys really do want to make a great product. They have a ton of different individual users, and keep striving to add functionality to make the software more user friendly and better. Love that.

Inconvénients :

Hmmm...I am waiting for it to be comparable with QuickBooks online, but I know they are working on it. That's all I've got.

Good Investment

Commentaires : Overall a positive experience. Our MHD contact did an incredible job meeting our needs during the set up and training phase. She was always quick to respond with an answer and also a short video to help explain actions steps needed to resolve a challenge. We took advantage of our support plan with CSR, and she delivered each time we reached out to her. I highly recommend her, she is extremely knowledgeable of the software and platform, and willing to assist as requested.

Avantages :

The software meets our dispatching needs as well as capturing all information needed to close out any pending work orders. It automates our service call life cycle process, in turn allows our team and operation to be more efficient and maintain quality as the volume of our calls and request increase. Once you become familiar with the software, it is fairly straightforward and east to utilize. I would recommend investing some time into adjusting the settings properly on the desktop version as well as app to be sure they align with your process goals. After several weeks of making adjustments, we feel it is tailored well to our needs.

Inconvénients :

The one feature we would like to see changed is choosing a job name to schedule a work order. Presently, you can only select the parent name of a site. In our field, not all parent names match site names, so it can be a challenge sometimes identifying the correct parent and site name. If you could add by site parent name or specific site location that would be beneficial.

Works great for invoicing. Scheduling and clock in features need work

Commentaires : Overall we like Mhelpdesk, but it is not a one stop shop at this point. We use T-sheets to compensate for the clocking in issues which is too bad.

Avantages :

The customization possibilities for creating estimates and invoices are awesome. Being able to create a price list makes invoicing in the field much easier since you can just add a pre-worded/priced line item to the invoice. Collecting payments also is very easy with the option to email the invoice to a customer and they are able to click a link and pay with a credit card.

Inconvénients :

The new clock-in feature still has a lot of bugs. We stopped using it because we had so many issues with it and ended up overpaying some employees. Also the GPS tracking feature is very hit and miss. We ended up using T-sheets for clocking in. Scheduling works pretty well, but we have had issues with the app going offline and employees not realizing it and then looking at the wrong schedule.