Tag: Support

New Feature: Field ID Knowledge Base

As our customer base grows so has the demand for well written and detailed documentation. We are happy to launch our new site help.fieldid.com

The Old

The old Field ID Documentation

Our old documentation had a lot of information but wasn’t organized for what users wanted to accomplish. As well, the look and feel of the site wasn’t up to the standards of our clean and sharp main website or the Field ID application. These were two of the main drivers behind moving to a wiki based system.

The New

The new and improved Field ID Documentation

Over the last two months our team has worked hard to completely re-write our documentation from the ground up. With this we have taken a new approach to our writing style and have organized topics into actions that users will want to complete. The documentation is broken into three main sections – Using Field ID, Administration and Field ID Mobile.

The Knowledge Base is detailed with pictures and step-by-step instructions to help you complete everything from setting up Email Notifications to creating a new Audit checklist. Each page in the documentation has a well laid out table of contents that will allow you to quickly jump to a point in the article.

Article Contents

On the left side there is a site search that will allow you to quickly find the topics that you need. The search is very simple and easy to use.

Search all articles

This new system has been in the works for a long time but we wanted to ensure that we launched with a lot of content and a great design. So, how did we do? Drop us an email and let us know.

Apple's iCloud and the Field ID Cloud Safety Model

At Apple’s latest World Wide Developers Conference (WWDC) they announced iCloud – a service which stores all of your music, photos and documents in the cloud. While this concept isn’t new it does bring even more focus on the benefits of storing information in the cloud and not on your own servers.

Cloud Computing

Many of you have heard of Cloud Computing but are unsure of what it is or the benefits. Traditionally when companies invested in software that also meant investing in the hardware and staff to run the software. You were responsible for purchasing servers, installing them and installing software patches and upgrades. With Cloud Computing, you eliminate all of these tasks because you rely on your vendor, such as Field ID to manage all of this for you.

Imagine you have 10,000 songs on your laptop and your hard drive dies. Unless you’ve been diligent with backups (which I’m not) your songs are gone. With iCloud no problem. All of your songs would be pushed down to your new computer – problem solved.

The Cloud and Field ID

For over 4 years now we have been helping business move from a paper based safety process to an electronic one. Since Field ID stores all information fully secure in the cloud and not on your own servers you can access the information anywhere, anytime.

Imagine being at a job site and needing to know if the Preventative Maintenance was completed on your equipment. Instead of having a piece of paper sitting in a filling cabinet hundreds of miles away you can request that information from Field ID through your web browser. This also applies to all stakeholders in your safety program, whether it’s plant managers, technicians, operators, VP’s or OSHA auditors.

The Future of Cloud Computing and Safety

Many are saying with Apple’s iCloud Cloud Computing has gone mainstream. Apple is seen as the catalyst for pushing new technology to the masses – a great example of this is the iPad. Sure there were tablet computers well before the iPad but it wasn’t until Apple entered the space that the tablet computer market went mainstream. The same is expected for iCloud.

The benefits of Cloud Computing are impossible to ignore. From cost of deployment to on-going support it’s a win – hands down. What does this mean for you? Well, if you are about to head out to do a inspection or audit on a clipboard or digging through filing cabinets to find a safety report imagine logging in, performing a search and having everything you need in seconds.  That’s the future of safety and cloud computing!

Why Does Field ID Need a Project Manager?

I suspect most of our blog readers do not frequent the careers section of the Field ID website.  If you have you would know that we are doing a lot of hiring.  One of the roles we are very eager to fill is the one for a project manager.  Why do we need a project manager at Field ID?  There are a whole bunch of reasons, but they all lead to one thing – customer success.  Below are a three reasons we are adding a project manager to our team.

1. Kick off is Critical

You don’t get a second chance to make a first impression.  The first few months of using any new software is the most important.  Whether it’s inspection software like Field ID for safety inspections or a new billing system there is bound to be a learning curve.  We strive to make Field ID as easy to use as possible to reduce this learning curve.  A project manager is there to guide you, step-by-step, to get up up and running easier and faster.

2. Ease of Use is not ONLY in Features

We realize ease of use is not ONLY accomplished through improved blank slates and more functional web pages.  Ease of use should also include support (check out our support options) and having an experienced project manager improves these support options for our customers.  Having someone guide you through your implementation definitely makes it easier.

3. Everyone’s Unique

Don’t get me wrong, we have been helping our customers with their implementation since day one.  But, as we get more diverse customers we realize that everyone’s unique.  We may have 10 customers that are all performing fire extinguisher inspections, but they all have unique requirements.  All Field ID users are unique, and we try really hard to make Field ID as configurable as possible.  Having a project manager that understands our customers unique requirements means your Field ID account will be tuned to your exact needs.

Field ID Knowledge Base

Many of you probably don’t know but we have a knowledge base with common answers to your questions about Field ID. Granted, up until now we haven’t had a ton of articles in there. However, with the recent addition of Tariq and Corey to the customer success team has meant that we now have time to get a ton of articles in there.

To view the knowledge base , click here.

Field ID Knowledge Base

Shortly the knowledge base will boast a series or articles addressing everything from how long until my handheld is delivered to what are Asset Type Groups. The nice thing about the knowledge base is that if you submit a ticket through our support system it will suggest articles that match your inquiry – as you type!  Our hope is that one of them will help you out.

Over the next week we are working hard to get more articles in there by reviewing old support tickets and entering any common questions or problems users have had.

Looking for something that isn’t in the knowledge base? Let’s us know!

3 Years and Counting

Today is a big day at Field ID – well for me it is. It marks my 3 year anniversary with Field ID, and what a 3 years it has been.

Over the years I have traveled to Montreal, Detroit, Chicago, Orlando, New Orleans, Atlanta, San Francisco, Las Vegas, Alabama, Pennsylvania, Mississippi and a few others. I have been in rigging shops all over the USA, completed crane inspections in 110 degree weather (I almost passed out) and crawled around bleach processing equipment all in the name of making better software to manage safety compliance.

My Safety Compliance Command Center (aka, my desk)

As my day-to-day focus is on the product, Field ID, the change over the last 3 years has been nothing short of remarkable. The dedication from the entire development team and feedback from our customers is really what has made this possible. We have moved offices twice and are now going through our biggest growth phase ever. This will allow us to make Field ID faster, more feature rich and easier to use. To see what Field ID used to look like take a look at a blog post I wrote earlier this year.

We are currently working on our 4th release of 2011 and we are continuing to add new features as well as refining and polishing existing parts of the system. As we move further into 2011 we remain laser focused on safety to ensure that Field ID will solve your challenges in all areas of safety compliance.

Well, time to get back to work and get my 4th year underway.

Improving Field ID Customer Support

At Field ID, we are always trying to improve our customer support options, and this past Friday we received a BIG upgrade to our online support portal.  We have been waiting for this update for a while so are very excited to finally have a better tool for online support.  Never has it been easier to get the help you need for Field ID.  Below is a list of resources you have available for support through this updated online portal.

Submit Help Tickets Online

This is the best and fastest way to get help when you need it.  Although it may not seem like it, you will get a much faster resolution to any problem faster by submitting a ticket than you would calling phone support.  Typically when you call in we need some details about your issue and enter those details in to the system.  If you submit the ticket online we are one step ahead.  Not only will we get the information needed to assist you, but you will have an audit trail of the issue.

Search the Knowledgebase

A nice big search bar appears across the entire top of the page.  This will search our knowledgebase.  We have some content in the knowledgebase now but we are working hard to fill it with more useful information.  As we bump into common problems we will add resolutions to those problems in the knowledgebase.  We also provide information on the different hand held devices and scanners we support here.

Access the Latest Field ID News

Instant access to all the Field ID product and safety news.  This includes information about Field ID updates and also provides release notes for all updates as well.  Wondering what changed in the latest update to Field ID?  This is where you will find it.

Experimenting With Live Support

We are experimenting with live support, but for the moment it is offline.  If we do offer Live Support we want it to be 100%.  We put a lot of work into supporting our customers to the best of our abilities.  As we build our team to be able to respond to instant online support requests, we will hopefully turn it on.

We will continue to experiment and attempt to improve our self-serve support options.  If you have seen the Field ID University evolve over time, you know we are not afraid to change things up to make them better.  Stay tuned!

Field ID Spring Cleaning

With Spring now here, although it’s still a little cold in Toronto, many people are taking this opportunity to do a little spring cleaning. This is a perfect opportunity to take a look at your Field ID account and make sure everything is in order. I’m going to give you some tips and best practices that will hopefully help make sure your Field ID account is fine tuned.

Remove Duplicate Event Types

Over the course of months or years, you may find duplicate event types in your account. You might have two Repairs setup or a visual inspection that has never been used. By reviewing your Event Types under setup and removing any unwanted or duplicates you will ensure that downloading data to the mobile will be fast and pulling a report for all Repairs completed will actually return all Repairs since they are not spread over two different event types.

That's a lot of Hose Inspections!

To remove duplicate event types click Edit and the Event Type and then delete. You will get a detailed description of everything that will be deleted and the opportunity to confirm the delete.

Clean up Organizational Units, Customers and Users

In the last few Field ID releases we have added the ability to archive organizational units, customers and users. This will really allow you to clean up old customers or test data that you have entered. Under each one of these sections, look for the archive link. The record will still exist in Field ID (nothing is removed from our database) and you can unarchive it at anytime. For these it is also good practice to fill out all of the contact information for the company and users. This ensure that all of your phone numbers and email address are only a click away.

I wish I had the contact information for Matt's Rigging Shop

Ensure Inspections are Scheduled

One of the most powerful features of Field ID is the auto-scheduling of all upcoming inspections. To get the most out of this make sure that you have setup your Event Frequencies.

Setting up a Hose Inspection for every 90 days

Under each Asset Type there is a tab called Event Frequencies. This will allow you to set how often this asset type (say a Hose), needs to be inspected (let’s say every 90 days). I would then setup a auto schedule so that every time I inspect a hose Field ID will automatically for 90 days. Under Schedule search, You can then see all upcoming (or overdue) inspections and even get email notifications on these (see the next point below).

Once you have your Event Frequencies setup let’s make sure that there aren’t any old schedules that need to be cleaned up. To do this, run a Schedule search with no filters. This will show you everything scheduled in your account. From here, you can decide which ones need to be rescheduled or remove completely. To remove schedules, simply click on the check box then click “Mass Update” at the bottom. You will see a option to remove selected Schedules.

Some really overdue inspections in Field ID

Setup Notifications

The last task is to make sure your email notifications are setup. This will ensure that you, your customers, managers, safety managers or anyone else to get notified of upcoming, overdue or failed inspections. Email notifications can be delivered daily, weekly or monthly.

To setup a notification, click on My Account, then Email Notifications to get started.

I hope some of these tips will help you get your Field ID account cleaned up and ready for a very busy 2011!

Field ID QuickStart – The 5 Steps to Safety Success

Many times, new customers wonder what the process is to get up and running on Field ID. When choosing any new software, it is important to know the time commitment on your side and the steps to get a new system implemented. Potential customers may think it will take weeks or even months of effort to get up and running. However, with our proven QuickStart process you can get up and running in as little as 4 hours. Here’s how it works…

1. Welcome Email

Once you sign up for Field ID the first thing you will get is a welcome email from our QuickStart team. The email will get the ball rolling on the project and allow you to be introduced to the person at Field ID that you will be working with to get the project off the ground.

2. Kick Off Call

Shortly after, a 30 minute kick off call is scheduled with your Field ID project lead and anyone at your company that will be working on the project. During the kick off call, you will discuss how you will be using Field ID at your company. Do you do Audits, Preventative Maintenance, or Field Inspections? Are you working on the shop floor or in the field? We will take that information and determine how Field ID should be setup to best suit your current work flow.

3. Field ID University

We strongly suggest that all new users of Field ID take a moment to watch our Field ID University videos. These short videos (3-6 minutes each) will give you a good introduction to Field ID and will highlight what we will be covering in the training session.

4. Training

During your 1-2 hour training session we will teach you how to use Field ID to conduct inspections, audits, repairs, preventative maintenance, pull tests, load tests and track your equipment and assets. We conduct these training sessions over GoToMeeting where you will be able to see our screen. We suggest you invite anyone who will be using Field ID at your company. This will include everyone from Inspection Technicians, Safety Managers to Office Administrators.

5. Transition

After we have completed the training, we will continue to work with you to ensure that it is implemented successfully at your company. We have an amazing support team dedicated to ensuring that all of your needs are meet.

There you have it, the five steps to get up and running on Field ID.

Your Best Resources for Field ID Support

Good morning everyone! As a proud member of our Field ID support team, I’ve seen a lot of different support situations. The support calls we receive every day range from helping our customers figure out the best workflow using Field ID to very interesting new feature requests. I can almost say that I’ve seen it all. With all this experience, Field ID has built several resources for support that makes it easier for everyone to find the answer to their questions:

Field ID Hardware Wizard

This is more of a support resource if you are trying to set up your handheld. We have built a web page that brings you a step-by-step guide on how to setup your handheld. Just click on the type of handheld you have and follow the given steps to install Field ID onto your handheld.

Field ID Community

The Field ID community is a forum meant for all Field ID users. In the community, you ask your fellow Field ID users any questions you have. These are people just like you, and have probably encountered the same issues as you have. You can vote on new upcoming features, ask for some guidelines, or just make some new Field ID friends. You can always use some more Field ID friends.

Field ID University

The university contains a complete package of videos made to show you how to use all the features and functions of Field ID. If you need a brief refresher course, or if its your first time using Field ID, the University provides you with a full guide to everything you want to know. We have even added the function to download the videos to your IPhone or IPad, so you can take these videos with you. Now you can learn about Field ID on your morning commute.

Field ID Support Team

If you don’t think the above support resources help, or if you prefer a more personal approach to your support issue: there is always our support team. If you would like to reach us, you can email us at support@fieldid.com or give us a call at 416-599-6466. The Field ID Support Team is  committed to perfecting your Field ID experience.

With all these support resources, we are confident that any support issue or questions you have regarding Field ID, will be properly answered and handled. I hope that this blog post has given you confidence that no matter how confused you may be with Field ID, we can help you through it. We are constantly improving our support methods and always thinking of better ways to help you. If you have any ideas, please feel free to contact us at any time.

Shopping for Safety Compliance Software: The Web Demo

I was recently shopping for some software for us to use here at Field ID, and part of that process was viewing web demos.  If you are looking for software to help with inspections, safety compliance and asset management then at some point you will more than likely be given a web demo.  So, is a web demo as good as meeting someone in person?  What should you look for in a web demo?

They Can be as Good as In Person Demos

First off, as far as being able to determine if the software has the features you are looking for and is easy to use I strongly believe a web demo is just as good (if not better) than looking at the software in person.  This is especially true of software delivered over the web such as Field ID.  A web demo gives you a good feel of what actually using the software will be like.  Meeting someone in person always helps, but for judging the software itself a web demo is perfect.

Watch More Than One

Depending on how large your deployment is you may want to consider watching more than one demonstration.  Try to keep them short and focused.  If you can get an overview done in 3o – 45 minutes to determine if you think the software is a good fit for you start there.  If it looks like a good fit, create a list of questions and have a very focused second demonstration.  If you can provide as much “set up” information to the person doing the demo that really helps as well.  If the demo is relevant to how you would use the system it makes the demo much more valuable.

Do I Need a Free Trial?

A natural extension of the web demonstration is a free trial of the software.  Free trials can be great, but are not always necessary.  If you are able to get a good understanding of the software through demos and know it is a good fit, a free trial will typically only slow down your deployment.  If you do want to kick the tires trough a free trial, I would suggest that you have some time to invest into the free trial.  Even the easiest enterprise software can take a bit of time to get up and running.  Focusing on one or two specific work flows during your free trial will help you get the most out of it.

The bottom line is that a web demo is a quick and simple way to asses software you are shopping for.  If the person doing the web demo can show you easy to understand examples of how to use the software you can learn a lot in a short amount of time.