When a customer buys FieldEdge, their implementation and onboarding team provides setup support, training, and inputs the customer’s data into the FieldEdge platform. Before TaskRay, this process would take around 120 days. FieldEdge’s team wanted to speed up this process and provide a smoother customer experience, but the solution they were using to manage implementations did not provide reporting on key metrics like time from closed-won to go-live and time spent on each milestone. As a result, leadership was in the dark about where projects were getting held up; they had to scroll through a long list of notes to piece together what was going on.
FieldEdge needed an at-a-glance view of all projects to easily identify and resolve issues before they impacted customers. Ideally, this information would live in Salesforce. They also wanted an onboarding solution that would scale to support customers of all sizes, whether they had five technicians or 50. While other options were not Salesforce-native and would be more difficult to adjust from project-to-project, TaskRay proved to be exactly what FieldEdge needed.
Thanks to TaskRay, FieldEdge has slashed their time to go-live from 120 days to 70-80 days (~40% reduction!). The key to their success has been TaskRay’s rich reporting. They are now able to track each task in every project and identify where they can speed things up. They also have an accurate picture of their team’s workload, which makes it simple to assign new projects. This increased visibility helps provide an excellent customer experience every time as they can now assess performance at both the task and project level.
TaskRay’s templates enable each project to get up and running smoothly and are flexible enough to accommodate unique customer needs. And customers have noticed! FieldEdge is pleased to report that their customer satisfaction scores have improved since implementing TaskRay. With their previous solution, it would be difficult for implementation specialists to take on more than 12-15 accounts, but today with TaskRay, as many as 25 projects can be managed by one specialist. This means FieldEdge can complete more projects in less time and with fewer resources.
