BMC Track-It! vs. Verizon Connect

From a technician's point of view, it is extremely easy to create new work orders or tickets. It's also very simple to enter in data and keep track of the state of the ticket without taking too much time to keep it updated. I would love to see a cloud instance available to be able to make it a global installation as our company grows.

Incentivized

The interface is great, but the required installation is too long and too involved for the average owner operator. It is great for a large company that wants a fleet wide product, but to use on a small business it is too cumbersome and requires too much training. Also setting up a time to install the product can be time consuming and bothersome. The product is excellent and the app is great, but getting to that is what takes a few points off.

Incentivized

• The software is simple to use. There doesn't seem to be a lot of bells and whistles which could be attractive to some users.
• It includes email notifications where users are able to respond to an email and it updates the ticket.
• The system gives you the ability to customize your view so that you only need to see that tickets that are relevant to you or your group.

Incentivized

• Tracking vehicle maintenance because it's easier for me to track maintenance with the software than the employees.
• Track the installer's location. Saves time being able to route an installer to a needed job.
• Daily Routing, we don't use this, but I sure wish we did.

Incentivized

• Care must be taken when configuring automatic replies otherwise you can end up in an endless loop of emails if response goes to another auto-responder. This will cause tickets to automatically be generated with every reply and then it takes a while to clean up the unwanted tickets.
• The support model is prohibitively expensive if you let support lapse and then need support once again. This is because they expect you to pay for all of the previous versions/years between when you last paid for support and their current version. This means that if there have been 3 versions of the software since you last had support, they expect you to pay for the 3 versions even if you did not use them. This is a primary reason why we are looking at alternative ticketing systems currently.
• It would be nice to have the ability to selectively kick a user our of a ticket without having to kick them entirely out of the application.

Incentivized

• Contractor install is very cumbersome, inconvenient, and causes downtime.
• Tracking had lots of unexplained glitches, thousands of miles added and lost to various trucks out of nowhere.
• Customer Service is quick to "open a case" on any issues, but lacks follow-up and solutions.
• Lots of problems are "sent to development."

Incentivized

I only gave it this rating for the fact that we did not really use their support for much of the time we used the product. The support documentation in the actual program seemed to be lacking, so finding the information via the web or the vendor's site provided more helpful, from a support standpoint. I did notice that the vendor does have a portal where you can manage support cases and also has live phone support and an email option. All of these options are good for any customer that needs good support while using the product

Incentivized

Verizon Connect has great customer service. Our account manager has always replied quickly to any inquiries of mine and has been very knowledgeable and reliable. Drivers who've occasionally needed to call into the customer service helpline have quickly had their questions answered and problems resolved. All reports I've received from them about their experiences have been positive, stating that the Verizon Connect employees have been courteous and helpful, resolving their issue quickly and efficiently.

Incentivized

ConnectWise was far more robust with a lot more customization, project management features, templates, and documentation. It tied into other software that we needed to do our jobs. The interface was cleaner, the software was faster, and users had an easier time. Oversight was also much better. That said, it was also far more expensive, and it was developed more for managed service providers and large companies than smaller enterprises like ours.

Incentivized

Verizon Connect Reveal seemed to have all the services rolled into one nice package, and a reasonable price. If everything worked 95% percent of the time, it would work exactly as we needed. We were looking for fleet tracking, vehicle maintenance scheduling, vehicle tracking, driver safety tracking with AI alerts (smoking, distraction, tailgating, etc.), geofencing, and tracking for our non-powered assets (heavy equipment), all with an online and mobile interface. This system would hit all those marks and more - IF it worked... In my experience, the problem is it only works part of the time. In my experience, trackers will go days and weeks with no updates, the camera systems will go offline on a weekly basis (in order to reset, you have to take 2x screws out of the camera, remove from the windshield dock, let it discharge for 30 minutes, and then re-install...) and our non-powered asset trackers are going weeks on end with no reporting... The exact opposite of what is needed from this system.

• The configuration is a bit daunting. We had the software for two years and never got it configured quite right.
• Spent a lot of wasted time trying to get the software to do what we wanted.
• We paid for licensing for two years and spent quite a few hours mailing back and forth with support. Overall, a loss.

Incentivized

• End to end food safety - We are now able to see the storage temperature of food products from our production facility, to transit, to remote locations.
• Vehicle visibility - Verizon Connect allows us to see if any of our vehicles has gone off course or stopped unexpectedly, which increases employee safety.

Incentivized