FieldEdge dramatically cuts their go-live time by nearly 40%

About FieldEdge

FieldEdge by Xplor offers a mobile app and website for the mechanical contractor industry. HVAC, plumbing, and electrical companies use FieldEdge to manage all aspects of their business, including scheduling, dispatching technicians, invoicing, and payments. FieldEdge has around 300 employees, and Xplor is an international company with about 1,500 employees.

Industry: SaaS, Technology, Field Service Software

Before TaskRay

• ​The go-live process took approximately 120 days, delaying customers’ ability to start using the FieldEdge platform.
• ​There was no visibility into key metrics like time from closed-won to go-live or milestone progress, leaving leadership unaware of project bottlenecks.
• ​Due to inefficient processes and a lack of automation, implementation specialists were limited to managing 12-15 accounts at a time.
• ​Tracking progress required manually scrolling through lengthy notes, making it difficult to pinpoint and address issues.

After TaskRay

• ​Time to go-live reduced by approximately 40%, accelerating onboarding and delivering faster value to customers.
• ​Rich reporting and dashboards provide leadership with clear visibility into project milestones and team performance.
• ​Implementation specialists can now manage up to 25 accounts simultaneously, doubling efficiency.
• ​Flexible templates and task-level tracking ensure smoother project execution and enable a more personalized customer experience.

Pain Points Before TaskRay

When a customer purchased FieldEdge, the implementation and onboarding team provided setup support, training, and data input into the FieldEdge platform. Before TaskRay, this process took around 120 days. The team wanted to speed up onboarding and improve the customer experience, but their previous solution lacked reporting on key metrics like time from closed-won to go-live and time spent on each milestone. Leadership had to scroll through long lists of notes to understand project status, making it difficult to identify bottlenecks.

Why TaskRay

FieldEdge needed an at-a-glance view of all projects to easily identify and resolve issues before they impacted customers. Ideally, this information would be available in Salesforce. They also wanted an onboarding solution that could scale to support customers of all sizes. While other options were not Salesforce-native and would be harder to adjust from project to project, TaskRay met all their requirements.

Results

With TaskRay, FieldEdge reduced their time to go-live from 120 days to 70-80 days (about a 40% reduction). TaskRay’s rich reporting allows them to track each task in every project and identify opportunities to speed up processes. They now have an accurate picture of team workload, making it easier to assign new projects. This increased visibility helps provide an excellent customer experience, as performance can be assessed at both the task and project level.

TaskRay’s templates enable projects to start smoothly and are flexible enough to accommodate unique customer needs. Customer satisfaction scores have improved since implementing TaskRay. Previously, implementation specialists could manage only 12-15 accounts; now, with TaskRay, they can handle up to 25 projects each. This means FieldEdge can complete more projects in less time and with fewer resources.

Customer Testimonial

"We've got a lot more reports and dashboards that the team can look at to see where they're at, and we can see where they're at too. TaskRay helps us with assigning new accounts and balancing the workload as well as just getting an idea of different metrics we can look at."

— Alexandria Smith, Head of Revenue Operations

Why FieldEdge Loves TaskRay

Ease of Use

"With TaskRay, there's a series of checkboxes on each task. When someone new comes in, they have a pretty good guideline of what they should be doing as they complete each step of the process."

TaskRay makes it easy for anyone to take on a new project and ensures they have everything needed to provide an excellent customer experience.

Templates

"The new template versioning has been really nice to be able to quickly move to a new template without having to worry about messing up the current one, and making changes, and quickly pushing that out."

Making changes is quick and easy with TaskRay’s templates.

Reporting

"We're able to not only produce better reporting, but we can really dive into the reporting better as we're trying to tinker with and improve our process."

FieldEdge’s leadership has the answers they need at their fingertips with TaskRay’s rich and intuitive reporting.