FieldEdge and Microsoft Dynamics 365 Field Service Comparison

FieldEdge and Dynamics 365 Field Service are both FSM solutions. They both help providers optimize field operations, streamline processes, and stretch limited resources. Both have roots dating back to decades-old software and have seen their fair share of changes.

Despite the surface similarities, the two platforms ended up in two very different ecosystems.

FieldEdge vs Dynamics 365 Field Service: Legacy Strength vs Connected Ecosystem

FieldEdge is a veteran in the field service management space. The original version, dESCO, was an enterprise service control (ESC) — was essentially, an on-prem prototype for today’s FSM stack. It was used to streamline field operations using a suite of features that still define the field service management space.

Think asset management, inventory tracking, scheduling, and, of course, clunky integration with QuickBooks.

FieldEdge builds on that original template – taking many of the features from the legacy solution and recreating them in the cloud.

Today, it offers, end-to-end integration, advanced features, and a modern toolkit for smaller providers. Yet, it still relies on the QuickBooks integration for finance and accounting tasks. It also has yet to embrace digital ecosystem strategies to the same extent as Microsoft.

Meanwhile, Microsoft is currently dominating the generative AI space. It’s also investing in flexible, integrated solutions that help users compete in a challenging environment.

Obviously, this FieldEdge and D365 aren’t true competitors. But, this time, we thought we’d run a side-by-side comparision that demonstrates the power of connected ecosystems.

Overview: FieldEdge vs Dynamics 365 Field Service

FieldEdge provides tailored FSM solutions to smaller providers – specifically in trades like HVAC, electric, and plumbing.

FieldEdge Features

Scheduling & Dispatching

FieldEdge comes equipped with an intelligent dispatch board that makes it easy to assign work, optimize routes, and track the status of each work order. Key capabilities include location mapping, crew management, time-tracking, and mobile dispatching.

Quoting & Invoicing

The software enables businesses to generate invoices quickly and accurately, reducing administrative overhead and accelerating payment processing.

Customer Management

FieldEdge centralizes customer information, allowing businesses to track service history, preferences, and communications, leading to better customer relationships and retention. Key features include customer histories, equipment tracking, and linking pictures and attachments to work orders.

Service Agreements

The platform also includes several features for managing service agreements. For example, you can generate work orders based on the terms in your customers’ agreements. You can set up recurring billing and send automated reminders. You can also use automation to improve program management outcomes.

QuickBooks Integration

FieldEdge uses a custom connector to integrate directly with QuickBooks solutions. This enables data to flow seamlessly between QB and the core platform. You can use QB data in FieldEdge to track inventory, bill customers, manage work orders, and more, eliminating duplicate entries and improving data accuracy.

Mobile CRM

FieldEdge offers a mobile app for technicians, enabling them to access job details, capture signatures, and update job statuses from the field in real-time, enhancing productivity and communication.

Reporting & Analytics

The solution provides reporting and analytics tools to track key performance metrics, identify trends, and make data-driven decisions to improve business performance.

FieldEdge includes performance dashboards that offer a real-time snapshot of your business. Users can access dashboard analytics from anywhere with built-in reports. Reports include tech and CSR performance, sales, marketing profitability, company financials, and more.

Dynamics 365 Field Service Features

D365 Field Service includes all of the features and functionalities we just covered. It also supports more advanced capabilities like remote assistance, IoT integration, and lots of AI.

Integrated Experiences

D365 Field Service has long integrated with other Dynamics 365 apps and productivity tools like Teams and Outlook. Now, Microsoft is investing in improving cross-platform integration — developing solutions that make it easier for people to manage and work with their data.

For example, MS launched a built-in financial and inventory data flow spanning D365 Field Service, Finance, and Supply Chain Management modules. The data flow aligns front- and back-office operations by syncing updated work order data to finance and inventory records across the entire network.

Mixed Reality Collaboration

Field Service subscribers can now add mixed reality platforms, D365 Remote Assist and D365 Guides to existing plans at no extra cost.
D365 Field Service integrates with these tools – plus others like Teams, D365 Supply Chain Management, and whatever IoT tools you use to work with asset data.

AI-Driven Support

Microsoft has been ramping up investments in Copilot, adding new generative AI into apps and services across its whole ecosystem. Dynamics 365 Field Service Copilot includes AI work order management features, Outlook and Teams integration, and improved in-app workflows for frontline technicians.

Provider Ecosystem

FieldEdge is infused with industry-specific expertise and features that address the unique challenges and requirements of operating in this space.

However, the platform’s product portfolio, narrow focus, and small partner network give FieldEdge customers fewer options to leverage this platform for growth and transformation.

“Officially,” the FieldEdge portfolio consists of the core field service management platform and the following add-ons developed in collaboration with its integration partners.

• FieldEdge Payments is a payment processing tool that allows you to invoice customers digitally (before or after the service), collect payments in the field, and process payments within one business day.
• FieldEdge Flat Rate. A pricing presentation tool that allows you to present estimates, proposals, contracts, and other vital docs. It also captures signatures and payments on any device.

By contrast, Dynamics 365 Field Service casts a wider net. Service-based organizations from any industry can use the platform to gain access to tools that support key tasks like scheduling, resource management, service agreements, and more.

Users can draw from Microsoft’s expansive ecosystem and partner network to personalize out-of-the-box features and access specialized features that unlock new value.

Customization & Integration Options

According to the website, FieldEdge offers tailored plans for different types of providers. However it’s unclear if plans are built to customer specifications or if users simply choose among the pre-packaged options — say, the HVAC plan vs. the pest control plan.

Either way, the platform offers limited options for customization. Smaller mods to reports, dashboards, and documents can be made in the app’s setting.

Outside the admin center, customization and integration options remain scarce.
FieldEdge partners with 3rd-party vendors, manufacturers, and service providers to develop. apps, add-ons, and other specialized solutions that extend the core FSM platform. You can find those solutions through the company’s online marketplace, though, as of March 2024, there is little to choose from.

There’s FleetSharp (GPS/technician tracking), Podium (customer reviews), and CustomerLobby (customer retention), along with a handful of payment processors, accounting tools, and other app providers that might need to manage daily operations.

Microsoft, on the other hand, built Dynamics 365 with customization in mind.

All MS tools are built around standard processes and known best practices, allowing customers to get up and running fast. From there, they customize areas that help them differentiate themselves or generate the most value for their business.

The Power Platform provides extensive customization options. Users can build apps, workflows, and reports – from scratch or using one of the pre-built templates – to meet their unique requirements.

Ease of Use

FieldEdge is user-friendly because it’s easy to navigate and includes many basic functions that help users digitize and streamline critical processes.

At the same time, reviewers on GetApp, SoftwareAdvice, and Capterra said they experienced several performance issues. Most notably, users reported frequent crashes while using the mobile app, problems syncing data between QB and the core platform, and post-update glitches.

In many ways, Dynamics 365 Field Service has a steeper learning curve than FieldEdge. It also has more features and advanced capabilities, and customers are expected to invest time and resources into building a platform they can call their own.

Implementing D365 requires more planning and technical know-how than FieldEdge. However, post-implementation, the end-user experience has more to do with process design, training, or data access than the platform itself.

Of course, ease of use is subjective, and several things might impact usability. You want to make sure that users test solutions before you commit. You’ll also need to ensure you have the resources and support to successfully implement whatever FSM software you choose.

Vendor Support & Training

FieldEdge and Microsoft Dynamics 365 Field Service also approach training and support in different ways.

FieldEdge documentation is available to anyone who visits the website. It covers the basics – installation, integration, and how to use the core features. But, many of the resources haven’t been updated in a while. It’s also geared more toward the IT professionals tasked with setting it up, rather than the SMEs and functional experts involved in training end-users.

FieldEdge does provide more educational resources through it’s Field Service Academy. The subscription-based learning program is $99 a month and unlocks the following perks:

• Membership in an exclusive social network of other FieldEdge users
• An online content library with courses taught by industry experts
• Live webinars and coaching sessions
• Access to the FieldEdge partner network.

Whether they join the academy or not, all FieldEdge subscribers can reach out to a support agent if they run into trouble. Unfortunately, the knowledge base content is pretty bare-bones, so it might be difficult to troubleshoot independently.

We should also note that the FieldEdge partner network offers very few external support options. Without adequate support, you might be stuck figuring out how to implement the platform and train end-users.

Microsoft offers a wealth of training and support resources – product documentation, online tutorials, community forums, etc. – that anyone can access for free, whether they’re a customer or not. MS also offers adoption guides, worksheets, white papers, and original research that might help inform your training plan or FSM strategy.

D365 subscribers automatically gain access to self-help portals, product updates, bug fixes, and support for break-fix incidents at no extra charge. Customers can pay an extra $9 per user per month for priority handling. Or – they can contact Microsoft directly to get a quote for a custom support plan.

Now, Microsoft support really only extends to the actual products. If you’re looking for more specialized support options – be it implementation, development, consulting, training, or managed IT services – you’ll want to consult the partner network.

FieldEdge vs Microsoft Dynamics 365 Field Service Pricing

FieldEdge and Microsoft Dynamics 365 Field Service both bill customers using subscription-based pricing. However, licenses and pricing models are based on different variables.
FieldEdge offers. It offers three pricing tiers to accommodate different business models and requirements. Higher-priced tiers provide more advanced features and capabilities. All FieldEdge plans are billed on a subscription-based model (customers can opt to pay monthly or annually).

However, the exact pricing for FieldEdge depends on several factors, including the number of users, functionality requirements, add-ons, customizations, and other variables.

Microsoft provides more upfront information about pricing, capacity limits, and bundling discounts. You can download the latest pricing guide for the full breakdown, but here’s a quick overview:

• Dynamics 365 Field Service costs $95 per user per month on its own. Plans with a qualifying D365 subscription are $30. D365 Field Service contractor licenses cost $50 a pop, regardless of how many MS licenses you pay for.
• Most Dynamics 365 modules (e.g., D365 Finance, Supply Chain Management, and Sales) are billed on a similar model. You’ll pay full price for the first subscription and the discounted rate for any subsequent licenses. For example, D365 Finance is $180 for the first license and $30 for all additional users.

Other modules, such as D365 Customer Insights, charge a flat rate per tenant per month ($1700 or $1000 with a qualifying app). In this case, users don’t need their own license. Instead, they can access customer data through other tools within that same network — be it D365 Field Service, D365 Sales, or a Teams collaboration space.

Whether pricing information is made public or not, it’s hard to get an accurate sense of what you’ll be paying without talking to the vendor (or a trusted partner) and discussing your specific requirements.

Final Thoughts

Dynamics 365 Field Service is the better choice for larger providers with more complex service requirements — particularly those already working within the Microsoft ecosystem.

Learn More About Dynamics 365 Field Service.

FieldEdge caters to smaller providers by offering essential field service management tools at a lower price. The platform is technically designed for small- to mid-sized service businesses.

However, several factors- the small provider ecosystem, lack of built-in intelligence and IoT support, and reliance on entry-level integrations to fill critical gaps- make us hesitate to recommend FieldEdge to most SMBs in the service sector.

If you’re a plumber or a landscaper with a couple of trucks and maybe 10 or 20 contractors, FieldEdge might be a good option. Anything beyond that, and you’ll likely run into limitations sooner than you think.

If an enterprise platform is “too much,” the better bet might be starting with D365 Business Central (Microsoft’s SMB platform) or NetSuite ERP. Then, customizing the platform with the field service features you need.