In January of 2013, we purchased ArborGold Cloud V1.0.42. Simply put, we were looking for software that we could use to manage our company's growth. I'd been speaking with Donna Garner, Director of Sales and Operations, for over a year, and finally decided that their Cloud supported edition is just what the doctor ordered. With realtime updates to the Cloud, we could have multiple people working on the system at once, and the data would populate immediately - so long as you have Cloud access. We also have Mobile Estimator, which should integrate iPads in the field, to help manage the work load remotely.
Much to my chagrin, we have ended up with something a bit different. To begin, you need to understand how software is developed. Software is the modern day tool that is used to manage data, and is usually developed to simplify manual data management methods - think traditional filing cabinets, pen, and paper. The engineers attempt to identify the critical path that data flows, and then work to address these issues by writing computer code. Unfortunately, software engineers cannot possibly come up with every eventuality. Therefore, the software engineers are constantly repairing and updating their software, as the users identify conflicts and shortcomings, or make useful suggestions. The initial test group for software is usually referred to as Beta testers. These Beta testers are usually compensated, through free or discounted software, for reviewing a company's software. Once the software company has isolated and corrected the majority of the software issues found by the Beta testers, the software is offered to market at a retail rate. This software is then bundled with technical support, usually lasting for a finite period, after which an hourly rate applies for additional support.
Getting back to my conversation with Donna Garner, we spoke of the many benefits of using the ArborGold Cloud Edition. She mentioned that the software is currently in use with a number businesses, and that the software was performing very well. Not only can their product add to efficiency, but it can create value in a business by managing client data. This feature is priceless if you ever decide to sell a business! So, we ordered it.
Regardless of what type of system you are using, the switch to a new system is always going to introduce a little bit of pain and suffering. The goal though, is to try to minimize the cost and discomfort as much as possible. We currently use ical to manage scheduling, Microsoft Word for proposals and invoicing, and Microsoft Excel to manage client data - a multiple points of data entry system that we're working on improving to a single point of entry system. We run our old system concurrently with ArborGold Cloud, so that we can effect a smooth transition.
When we purchased ArborGold Cloud, I was told that I would be contacted by a company representative who would tutor me one on one, to help me set up the system. Additionally, I was told that I would be included in a series of webinars that would provide an overview of the entire system. The webinars are approximately one hour, and span a five day work week. This means that you must schedule your work load around the webinar schedule that Tree Management Systems dictates. Depending on the size of your business and demands on your time, this can be dubious at best.
Tree Management Systems sends me my login information, which allows me to familiarize myself with the different fields and pages of the system. They create a fictitious client, and create a work flow for that client. Everything appears to be cool. Several days pass, when I get my first invitation to attend a webinar. I attend the webinar, and learn enough to enter some of my client and employee information. But, it appears as though I'm restricted from entering anything - which makes sense if you don't want newbies from entering their data incorrectly. So, I request access so that I can begin the arduous task of entering all of my client data. For which, an adequate response takes more than a few days. The chore of client data entry begins and is accompanied by adding business specific content to some of the drop down menus. On of these menus includes employee data, but it just doesn't seem to capture all of the employee data that I enter. It's a little frustrating, but I figure I can get some timely technical support to help me resolve the issue. Following numerous phone calls and emails, it is not until I send an email directly to Donna Garner that I get a resolution to my problem. Anxious to continue my data entry, I test the system and find that the issue has not been resolved. Following more phone calls and emails, I'm told that the issue is resolved. I test the system with employee data once again, and encounter a new and different problem than the original. I then send an email containing the employee data that I've attempted to enter, and I'm still waiting to hear from them several days later.
I'll continue to review ArborGold Cloud with Mobile Estimator, but I need to throw out a few red flags to anyone considering it for their business. These red flags are as follows:
1.) Keep in mind that you will be a Beta tester whether you like it or not. The issues that the software engineers/computer programers are facing will probably not be resolved for six months to one year. While these issues surface, the clock on your technical support is ticking. And when the time runs out, your contract stipulates that you will be paying for any additional technical support.
2.) What is your quality of life worth? Sending emails and spending time on the phone in search of technical assistance can be very stressful. Taking the time to integrate ArborGold Cloud into your business is stressful enough. Now, imagine running into technical problems with your company's management system, and not knowing when you might get an answer. When a new program is launched, technical support is very busy making patches and creating updates. Will they be able to address your individual concerns in a timely manner?
3.)ArborGold Cloud is evolving to become more user friendly. It is moving in the right direction, but the staff has even admitted that the program is bringing more dimensions to the system weekly.
I believe in not only listing issues, but rather believe in proposing resolutions as well. Several suggestions that I have for the staff at Tree Management Systems are as follows:
1.) Be transparent in the issues that the back of the house has. Remember, customers appreciate knowing what and why something is not working.
2.) Extend the period of technical support for your subscribers when you are troubleshooting your systems. Your subscribers will go along on your journey so long as they know that you won't abandon them.
3.) Continue to promote an environment that encourages your subscribers to make suggestions. The tone of the webinars conveys that your staff is willing to listen. Ultimately, the end user will be more loyal if they feel that you have listened to their needs - within reason.
I don't know much about the staff at Tree Management Systems, but I do get a good feeling about what they stand for when I talk to Donna Garner. This includes integrity and ethics, while doing right by the customer. I just think that they might have gone live with ArborGold Cloud a little prematurely.
Best regards,
Chris
