Mhelpdesk vs. Salesforce Agentforce Field Service vs. SAP Workforce Analytics

Mhelpdesk is perfect for smaller companies and mid-sized companies I would say. Larger companies may need something a little more advanced for lack of better words or able to handle thousands upon thousands of constant work orders, etc. Smaller companies or companies that are mid-size would benefit from this program the most as it provides the necessary programming to succeed along with its ease of use.

Incentivized

We've demoed quite a few models, different companies. I know Salesforce has huge backing, but even so they're open to customization and solutions. Some of the competition, keep in mind for my industry, there's not a lot of options out there. We're not your typical Salesforce target market. I mean we're not really selling a lot. I mean, quite honestly, I don't even have a sales department because can't do all of the work that my current customers need me to do. So I don't need to go drum up new business. I just needed it for more of tracking and a work management solution. And in the construction, specifically utility construction, industry, there's not a lot of options, but it definitely was the best option for us.

Incentivized

SAP Workforce Analytics is well suited for analyzing employees' performance and providing accurate data. It helps us to monitor how our employees are performing their daily duties. Therefore, SAP Workforce Analytics has been a reliable and easy to manage software for our business. The insights provided by this tool allow us to create predictive models for future behaviors.

Incentivized

• Mhelpdesk allows our sales staff to create estimates and invoices in the field without the connectivity headaches of Quickbooks online products.
• It allows us to track the status of our projects from initial customer contact through completion.

• ClickSoftware Mobile Workforce Management is very scalable to meet the scheduling demands of any size organization
• ClickSoftware Mobile Workforce Management is very customizable to the needs and requirements of any service organization
• ClickSoftware Mobile Workforce Management allows an organization to plan and adjust to the service business changes in demand.

• Runs smoothly.
• Haven't had any issues with it.
• Has not ever crashed.

Incentivized

• I spoke about reporting, perhaps they can make this system a little better by integrating new ways to report, perhaps even several options .
• The mobile app sometimes lags which can cause a few issues, nothing too major however.
• Although the customer support provided by Mhelpdesk is relatively great, there have been times when things go unsolved or not taken care of within the amount of time needed.

Incentivized

• Very complicated when setting up, ours is very simple because we are not sure internally how to set up all of the complicated features
• Wish we could add more detailed information without it being hard to set up
• Workflows are complicated to set up. We had to hire a contractor to set ours up

Incentivized

• One of the key areas of improvement, is not in the software itself, but the implementation process into organizations. Sometimes the lack of knowledge of an organization's key driven factors, causes SAP products to not be customized properly for the organization, or the organization's lack of knowledge of all SAP products hinders a produced and effective implementation strategy.
• Ad-hoc reporting lags sometimes, and whether it's server response times or the organization's slow connections, it tends to slow the processes at points.
• The move to V12 for PM forms leaves the customer with limited configuration choices and the administration tools are not yet up to the functionality that customers get using SuccessFactory and the v11 forms.

Incentivized

This software is great for both my in house techs and my onsite techs.

As of right now there is not a alternative that seems to offer all of the functionality with a vision of what is needed in the future. It is my belief that ClickSoftware will remain a leader in Mobile Workforce Management for a long time.

It works well for most of what we need. It integrates well w/ quickbooks. We would like to see it integrate w/ outlook.

Within a week a scheduler can confidently navigate the program and from there they learn more niche tools but from the beginning they can hit the ground running. With different user views available the developers can narrow down what is needed based on your job role which has been invaluable.

Incentivized

Having a program that gives sales leaders a real time view was game changing. Time was always an issue because there wasn't always a sales leader available for closing sales. This has allowed for any sales leader to jump in and help make the sale without the need to do a warm transfer.

Incentivized

Overall the training was quite informative but did lack detail in some areas. It had all of the necessary content for an experience product user but didn't offer enough information for a new user to complete the training and then feel comfortable in real-world situations running or managing the software. I would recommend this course for anyone with at least 1 year of full-time exposure to the ClickSchedule product.

When we first started using Mhelpdesk, RepairShopr was just a blip on our radar and didn't have the feature-set that Mhelpdesk did. RepairShopr looked great, but the Mhelpdesk had a lot more features. Every 6 months or so, I'd check on RepairShopr and it was growing fast and adding new features all the time. After a few years - the difference was night and day so we switched to RepairShopr and it's been a much better fit for our business.

Incentivized

Salesforce CMS is way better with both optimization and reporting both of which Sonar Scheduling lacked. Our ability to skill technician or prioritize was lacking with Sonar. The API was very delayed with Sonar so changes on the Gantt had a delay that would throw off other team members. Sonar was cheaper but Salesforce CMS is way more capable.

Incentivized

One of the biggest challenges Oracle HCM Cloud has is that Oracle is still in the development stage, or acquisitions phase, where they are attempting to buy other solutions/companies to better their cloud solution. The product just before Taleo, Fusion, lacked the ability to have all of the necessary apps within the solution. Having said that, SAP Workforce Analytics, has all of what a corporation needs, even though, it is not an organic solution, the overall solution provides all of what its customers had asked for and then some.

Incentivized

• We are 6 months into it with a 50% rollout completed. We need more time to pass and full rollout to be completed before making a hard statement as to the ROI.
• We have already seen greater efficiency in dispatching techs in regards to how many projects per day may be handled (we know of their downtime) and travel time mangement (by being able to map the locations and track them easier).
• No negative impacts on ROI have yet to be seen nor are they projected.

Incentivized

• It is the best return on investment it is utilizing our resources fully
• We are receiving more appointments then last year and it is very easy to manage by fsl dashboard
• We are getting high CSAT scores from our Customer which is a sign our customers are happy with our service

Incentivized

• Positive effect on ROI as we were able to quickly retrieve useful data on expenses, etc.
• Being able to use the tool across the organisation saved money compared to each department using their own tool
• Little to no downtime improved ROI

Incentivized