Field Service Software Demo of mHelpDesk with Vincent Mauro and Sam
Vince: Can you hear me?
Vince: Yeah, hi, can you hear me?
Sam: I can now.
Vince: Alright, yeah, sorry, I’m turning my mic volume up here too. Can you still hear me okay?
Sam: Yeah, I hear you fine. How are you?
Vince: Good, how are you? My name’s Vince.
Sam: Nice to meet you, Vince. Sam over here.
Vince: Sam, nice to meet you. Is Gonzalo with us today or is …?
Sam: No, no he won’t be in.
Vince: Okay. Alright, no problem, I’m gunna record this as well – so that you have a recorded version of it.
Vince: So, that if he wants to take any looks at what we went over today he can, kind of, feel like he’s part of it, so, yeah. I’m glad we finally got a chance to connect here so that we can do a review. Tell me a little bit more about, you know, about you and what are the biggest and most important things that you want to resolve and have, as far as functionality goes, for a software like this?
Sam: Okay, what we’re looking for is just a very simple work order or ticket tracking mechanism.
Sam: We get call in constantly for service calls and we just want a means of tracking assigning the tickets to somebody and then being able to report back, as far as, who the ticket was assigned to and so forth.
Vince: Okay. Perfect. That’s exactly what we do, so should work for what you need it for. I mean, I know it does, so let’s hope that your business processes – (**)ANAM helped us match up – so we’re gunna help determine that and I’ll show you how we can make that happen.
Vince: So, how many people on your team total that would need access to the functionality?
Sam: Well, first of all, this is web-based, right? Everything?
Sam: Okay, well, I guess from a standpoint of assigning the work order, I guess we have, like, three different people that could take a call at any given point and then, from a viewing perspective, I would like to – I imagine you have some kind of dash for it – I would like to have a monitor, just have the dashboard on, you know, at all times viewing whatever work order processes are open. So, if you tell me, I guess – from an operational standpoint yourself, I don’t know what works, what doesn’t – but, I basically need three or four people to be able to, at least, go in and generate a work order.
Vince: Okay. Perfect.
Sam: So, I don’t know if that means they’re all different licenses, concurrent licensing or …
Vince: Yeah, basically we sell you the license per month so, you know, you’re paying for the security, you’re paying for the functionality, you’re paying for the accessibility. We sell you the license, you just give that license to whomever you deem you want that to have within your organization and then they have complete and total access to the software. So, it would really be anybody that would need to be using the software simultaneously and communicating back and forth so, really, anybody in the field that you would want to be able to capture data and put information, you know, associated with the job itself – and if you wanted that all updated in real time – they would, most likely, they would be needed their own user licenses. Now, you know, every once in a while admin can share, but it does blur the lines for, you know, an audit trail, so if someone was sharing a license you’d never really be able to know exactly who did it because they would be sharing a username and you would, kind of, lose that audit trail. So, we don’t recommend it, it can be done, but we certainly don’t recommend it because it just blurs those lines.
Sam: Okay, so basically, when you say if I have – just to throw out a number – if I have one single license, but have three different people putting work orders, there’s still only one username I can’t create multiple usernames?
Sam: Okay, alright.
Vince: Correct, so with those three people taking calls as well, you’re all doing it at the same time, they would need their own user license.
Sam: No, it wouldn’t be at the same time. I do have to admit that our call volume, as far as service, is not that high.
Sam: So, I mean, we do get service calls, the people call directly, like, their own rep or their own service technician – they wouldn’t be doing that. I’m talking more in the office, you know?
Sam: Per se, I mean, that on the field, we’re try to handle that differently – for right now I just need, like, the three people in the office – and I say three because any of the three can pick up the phone at any given time –
Sam: And, I guess, they could jot the name down and put it in later. I guess as we go along with the flow that’s how I see what we could do or not do.
Vince: Okay, yeah, and there’s definitely some other options, as far as how you handle it, because you can always e-mail, you know, some work order jobs to people that need the information about it. They just wouldn’t be able to electronically make any changes, but they would still have the information that they need related to the job and, again, this is a scalable system –
Vince: So, as you grow, as you add more people, this is gunna help you grow –
Vince: ‘Cause you’re gunna be saving so much time and you’re gunn have a lot of extra, you know, money you’re making because you’re not having to do a double data entry, you don’t necessarily have to pay people as much to spend that time doing any double data entry, so it’s really gunna tie all your systems together and make it really easy and convenient for you guys to communicate and track everything.
Vince: Alright, so, now I read in my notes that you’re currently using Peachtree for your accounting – is that correct?
Sam: Yeah, that’s correct and what I told the gentleman before: for right now it’s just gunna be, again, just, servicewise, to start with –
Sam: Work orders only. I say that because also a lot of the work orders coming in are for – I would say, maybe 90% of them – are for clients that have maintenance contracts with us, so that work order is not an invoiceable, you know, work order.
Vince: Right, right.
Sam: So, for now, I wanna start with that and, of course, we do have our few that we invoice, so that could come along later.
Vince: And it’s good too because you can, you know, you can do that when you need it. You don’t have to even – notice how it says estimate and invoice here – but what I’ll do for now because that is gunna be your primary function with the help desk is just the work order. I’ll tell you – I’m gunna take this out, so it doesn’t even create that extra noise for you, so I’m gunna go –
Vince: To the add ons screen – and you can see my screen right now, correct?
Sam: Yeah, I’m seeing it, yeah.
Vince: Okay, perfect, so I’m gunna go ahead and turn that off – those features off – and then let’s go back here, we’ll refresh the screen, now you won’t even see that. Now this is strictly a work order, or ticket, management system, you don’t even have to worry about that extra noise.
Vince: So, we do a lot, you know? We wanna provide you with a customized software without you having to actually –
Vince: Pay for a customized software. So, again, you’re not –
Vince: It’s not a truly customized software, but we’re giving you a lot of options to change within the software already.
Sam: Are all those little things licensable things? Meaning, the invoicing part, the integration – that’s also licensable feature?
Vince: When you say “licensable” can you just clarify for me –
Sam: Meaning: if we get your package whether we use that option or not is it there or is that –
Sam: Something we pay extra to use?
Vince: No, that’s the great thing about us – we include it for you and we never charge extra for any of those other modules – so, no. You have the ability to decide when you wanna turn that on or off and you’re never gunna have to pay anything additional for that.
Sam: Alright. Okay.
Vince: Yeah, and that goes for all of our modules. Everything that I talk to you about in this you can rest assured that it’s under one price. The only thing that you ever have to pay extra for is when you add or purchase new user licenses – that’s it.
Sam: Got it. Okay.
Vince: So, even when we upgrade the software – we actually have another release coming up here very soon, mHelpDesk 2.0 which is gunna be just a streamlined version, some new features added – when that comes out, if you’re on board with us before then you’re gunna be locking in at the price that you come in with that and that’s gunna be for the life of your account, even, you know – ten years down the road as we upgrade the software – you’re never gunna have to pay for anything else, but more users if you want them.
Sam: Got it. Okay.
Vince: Okay, now have you had a chance to test the functionality out on your own at all yet?
Sam: Not at all, no.
Vince: Alright, so, perfect, we’re gunna just got in here and – just right before we do that – let me touch on pricing. Are you familiar with the pricing structure yet within HelpDesk?
Sam: No, not familiar.
Vince: Okay, so, we have two components. We have setup a implementation and training free – that’s a onetime fee of $999.00 – and that gets you on board properly, makes sure that the account it set up the way that your company needs it. It’s going to be a guided set up, so we’re gunna teach you along the way how to do it. We’re gunna do it, we’re also gunna be there to make sure that you’re educated on the best ways to do this moving forward, so that you guys can set yourselves up for success down the road. So, it’s gunna mean all your branding, all your work flow, they’re gunna help you develop the statuses and custom feel, they’re gunna guide you through all that because they are the experts on the software. It’s very intuitive, but, you know, we developed the software, we know the ins and outs and we know how to make sure that it’s set up properly for you and then it’s also gunna provide – not only making sure that that dashboard’s ready to go and everything’s set up – but personalized training for you and your teams, so we’re gunna actually give you personalized training videos. Some of them will be just canned videos, but a lot of them are gunna be actually personalized to you and your company and the needs that you have, so we’re gunna actually create training videos for you, based on your needs as you come on board, rather than just throwing you generic training videos, so it’s a very personalized service for you and your team and then everybody will be trained up. So, we have three levels of permission in mHelpDesk right now – they’re irrelevant to the positions in your company ‘cause, like I said, we give you the license and you’ll determine who gets what permissions and privileges – but we have an admin role, a manager role and then a staff role and in the next release we’re also gunna have a contractor role, so divide those permissions out –
Vince: Even further. Now, when you’re in your company – we’ll do an admin training, we’ll do a manager training and we’ll do a staff training so that each person within your company – no matter what their role is – will feel comfortable using that.
Sam: And that’s, obviously, all online, right?
Vince: Correct, it’s gunna be all screen shares, just like what we’re going right now.
Vince: Alright, and then, moving forward, on a monthly basis for those user licenses it $75.00 the very first user and then any user after that is only $25.00 to add after that. So, right now, if you’re looking at 3 – 4 users, that’s gunna put you in the $125.00 – $150.00 range (15:03)