Emerging Leader in Field Service Management, FieldAware, Integrates to QuickBooks and Sage 200
Industry: Field Service Management
Challenge: Number one feature request was integrations, eliminating outdated flat file CSV transfers
Solution: Integrated to Cloud Elements Finance Hub uniform API and released QuickBooks and Sage Integrations within 90 days
“Overall, it’s been a great experience partnering with Cloud Elements, offering our product team extra bandwidth to focus on what matters most inherently to our own product. We also got to our customers what they demanded most, integrations.”
Andy Murphy, Director of Product
FieldAware, an emerging leader in the Field Service Management (FSM) software space, is an innovative all-in-one platform that serves the future of the field service industry. The company services over 60 different vertical markets such as electricians, plumbers, medical device engineers, and maid services. Just about anyone that is out in the field or on a truck to be dispatched. By partnering with Cloud Elements, FieldAware’s integrations team released QuickBooks and Sage 200 (all Finance Hub integrations) to their customer base in 90 days, cutting the time that it would have taken to build it on their own by several months.
Digital Age of Field Service Management
FieldAware is disrupting the FSM ecosystem with a digital business strategy. Andy Murphy, Director of Product at FieldAware, explains: “Our customers are facing a much more competitive market. They’re demanding that customer acquisition and business processes go digital. For our platform, that means seamless connections to apps they already use like QuickBooks, Sage 200, etc.”
The platform handles many of the jobs done out in the field such as converting work orders, normally done via clipboards, excel, or hefty paperwork, also quoting and invoicing customers on the spot. FieldAware is leading the market with a Mobile-first development strategy.
The number one feature request the FieldAware product team received, regardless of company size from SMB to enterprise, was integrations, especially to QuickBooks. Next in line was CRM, ERP and then Telematics. FieldAware, a modest size company at 150 employees and 40 developers, simply could not keep up with incoming demands for key integrations.
Before Cloud Elements was introduced, the platform could only support flat file transfers of CSV files. The process of enabling bidirectional data share was very manual, really old, and absolutely nothing automated about it. If and when a customer needed data to be shared between the two platforms, they would have to go into FieldAware, export the raw data, log into the other tool and import. In theory, if they have done this once before, their pre-existing mappings should work without having to update it. But if there were even one new object or field, the import would break.
"Unlike the others, Cloud Elements addressed exactly what we needed: Integration to external-based products, built right into our platform."
Andy Murphy, Director of Product
Why Cloud Elements
With Cloud Elements, FieldAware’s integrations to the finance apps could handle everything the flat file transfers could do, and more. And the price tag for the FieldAware customers stayed the same. The economics behind FieldAware’s integrations uniquely positioned Cloud Elements as a clear winner against other companies considered during the evaluation process. Essentially the cost of integrations by Cloud Elements, when compared to the cost of building and maintaining of their own, was significantly lower, enabling FieldAware to keep the price for their own customers’ static.
“We chose Cloud Elements because they seemed like Web 2.0. Unlike the others, Cloud Elements addressed exactly what we needed: integration to external based products, built right into our platform,” shares Murphy.
FieldAware even implemented an internal integration workflow (“Formula”) to connect their own systems: NetSuite Cases (aka tickets/issues) to JIRA engineering tickets. The workflow, triggered by an event in our call center on the business side, gets automatically created into a new ticket for engineering team in JIRA. The Formula works as a two-way connector, keeping the support team up-to-date with updates on the engineering ticket. Both teams will be in the know when things get started, when they are done, or when issues come up.
Prior to the internal formula between NetSuite and JIRA, everything was done manually. Murphy estimates that it took about 2 minutes per action for each ticket, including creating, updating, and deleting. And there was no visibility to post-ticket creation or communication between the teams once tickets were created.
The support ticket volume in a given week would be about 60 tickets, or 240 each month, and 3000 per year. The time spent on just on updating tickets surmounted to 6000 minutes (100 hours) in a given year; multiply each ticket by multiple updates and actions and it’s easy to understand just how much manual integration was taking place. By programmatically connecting the two systems, FieldAware cut that time down to less than a millisecond per ticket.
On the external side of the integrations, the QuickBooks-to-FieldAware integration significantly simplified the process to create invoices. Approximately 40% of the FieldAware user base (20,000 users) are also QuickBooks users and good potentials for the new integration. Embedded within the FieldAware platform, customers can create an invoice and instantly populate QuickBooks with the same information. The automatic data transfer replaces the previous process of one-by-one CSV export and import, which was at least a 5-minute process each time. Or a batch CSV import that had a faulty data mapping transformation process that often broke. Murphy estimates that customers were manually syncing the data every four hours or so, which would equal a little over 2,000 manual data syncs per year, across 8,000 users, just for QuickBooks. The integration eliminated any need for manual imports and exports.
Murphy closes, “Overall, it’s been a great experience partnering with Cloud Elements, offering our product team extra bandwidth to focus on what matters most inherently to our own product. We also got to our customers what they demanded most, integrations.”
“I’m most proud of the moment our first customer set up the integrations we built with Cloud Elements. They were already a QuickBooks Online customer and they were already FieldAware customer, making for a natural fit. Including the mapping experience of custom invoice objects, the entire process took 30 minutes. Each new customer we onboard will be easier and easier from there.”
“Cloud Elements understands where the market is going. Buyers are moving away from the all-in-one solutions and are picking best of breed; platforms like Cloud Elements make that market shift possible. Even with an open API, we could not keep up. Cloud Elements will allow us to fit into many other markets that would have been expensive for us to own alone.”
About the AuthorMore Content by Hannah Shain