Hi Melissa,
Our Service division started using BuildOps last year and we have mixed feelings on the platform. Overall I would say it has been a positive for us, but not in line with our initial expectations.
We use Sage 300 for our ERP and the integration has been very bumpy. With Sage 300, BuildOps has to work with HH2 for connection. With many other ERPs they build their own direct connection and have more control, so probably a better outcome. Also, the integration with Sage 300 was not completely built out before we signed up, which should have been a red flag to us. Definitely ask to see every function you need to do your business before moving forward. Several things we thought were very basic functions turned out to not be possible with BuildOps and we were left scrambling after go-live to create work-arounds. It all ended up working out, but caused a lot of extra stress during an already stressful time.
The platform itself is very easy for day-to-day use. Training the techs was the easiest part and it greatly improved the notes/paperwork/photos we got back from them. Our billing turnaround time came down drastically (from 15 days to 2 days!). Our customers like the field reports that BuildOps produces. Searching for information is easy. We were using Service Management within Sage before, plus an add-on for the tech access, plus an excel spreadsheet to track the status of every job. BuildOps is a huge improvement and once we got used to the tags and the flow of BuildOps it worked well for the office team as well.
There is a lot of potential with the reporting, but it hasn't been as simple as it was said to be...taking several months to get our basic monthly reports built and working properly. I felt like I really had to push for our training and keep it on track. We had to escalate issues on several occasions to get action, but in the end we did get resolutions. Early on we had very quick resolutions from their support team, but lately some will take several weeks (if there is a resolution at all) for sync errors or questions. Our client success manager is good, but busy. When we have his attention he is great, but it can be hard to get his attention. If you go into the process knowing all of this and having a main integration contact that is up for the challenge, then it can definitely be a great option.
Feel free to reach out if you have any other questions!
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Jonalin Welsh
Controller
Mark III Construction Inc.
Sacramento CA
(916) 549-0640
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Original Message:
Sent: 02-14-2024 15:09
From: Melissa Stedry
Subject: Does anyone use BuildOps
Does anyone use BuildOps for their service and installation tracking? If so what are your thoughts? Do you like it? Did you use a different platform prior to switching? Thank you
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Melissa Stedry
VP of Admin & Finance
Fire Security Electronics & Communications
Phoenix AZ
(602) 564-7770
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