ESC Customer Testimonials

Testimonial Letter From Comfort Engineered Systems, Inc.
The name of Our AC and Heating Company is Comfort Engineered Systems, Inc (www.com4t.com) and we are located in New Orleans, Louisiana. My husband David is President and I am a CPA, with over 15 years experience in software conversions. I work part time with Com4t as Chief Financial Officer. When we decided to move to a new software package, we had several criteria driving our decision. We wanted a product that was easy to use, had single point data entry features, had advanced mobile computing capabilities and had capable and professional sales and support staff. Since I am a Certified Quickbooks Professional Advisor and I also run a full time Quickbooks consulting practice, I was very hopeful I could find a product that would interface with Quickbooks.

I found Coastal Computer’s Electronic Service Control (ESC) software through the Quickbooks Solutions Marketplace by downloading a working demo. I had a rule that I would not consider any software that did not have a free trial version available. I subsequently looked at about 10 other software products, ranging in price from $2,000 to $20,000, and ultimately chose ESC for meeting our operating and budget requirements.

We were able to “go live” on the software within two months of beginning the implementation process. I found the Import/Export feature in the software to be invaluable in bringing data into ESC from our old system and spreadsheets. It also gave us a quick way to make changes to items once they were imported. However, I still needed the assistance of ESC’s technical support group to implement the nuances of this new software. They were exceptionally knowledgeable and able to communicate answers very clearly.

One of the best design features of the software is what I call single point data entry. This means data is entered one time in one place and flows through all of the processes without having to enter the information again. In ESC a dispatch can be linked to a purchase order. If the dispatch number is entered into the invoice, the technician time from the dispatch is costed automatically. By clicking the PO icon, all or some of the inventory items and related costs can be imported from the linked purchase order. This has significantly reduced our data entry time and eliminated data entry errors.

We use the Sales Reporting in ESC every day. The ability to filter the reports, for a number of criteria, lets us look at our sales constantly. Knowing our gross profit margin by service call, technician, job, etc. gives us valuable information to manage our business.

Another feature we have found to be of great value is the inventory control system. The ability to categorize and sub-categorize inventory items and globally update pricing, allows us to easily manage and update our price books. We are also using the assembly and flat rate features. The system has helped expedite our quoting process and make it more consistent. We also know our inventory quantities on hand and are able to utilize the re-order point report to purchase inventory. We have gone from a $10,000 to a $2,000 dollar write off for shrink in a year’s time period.

One of the features we are most excited about is the mobile computing capability. Our technicians are currently receiving their dispatches over a PDA and are sending their time back over the same device. We hope to have invoicing in the field implemented by the end of the year.

Last but not least, I have found the software’s interface with the Quickbooks accounting software to be simple and very functional. The mapping of accounts from a drop down list makes it almost impossible to mess up. We have the ability to post sales invoices to the accounting system and then un-post them to make corrections. We can receive payments in Quickbooks and get the money deposited without having the sales invoices completed in ESC. ESC can automatically post the payables transaction upon receiving a purchase order. Along with all of the ease of use and functionality that Quickbooks provides for accounting, these two products make for a very easy to administer and fully functional automated system.

Thanks very much for the help of Cesar Cuevas today. I can believe that you guys could be pulling your hair out over updates to Windows XP SP2 and on top of that having people upgrade to ESC 7 too. Cesar did a great job for us today, hanging in there until the job got done, and I want to express our great satisfaction with the job and entire effort and process.

I was especially impressed with the internet solution, where you guys can remotely solve problems. Having the ability to support users in this way is a great advantage to us as your customers. I've had tech support from Microsoft, Quickbooks, HP, Autodesk, IBM and others and never has it been this advanced.

Thanks also for the nice improvements in this release. You guys have hit a nice number of important issues. Multiple windows and names for customer locations were two of them that are definitely going to help us a great deal.

Thanks again, your efforts as a team are appreciated!
Stewart, Browns Lock & Safe, LLC

I received great help from your support staff while setting up ESC for AJ Mechanical Services. I received timely responses and extremely helpful advice. Majority of the time I was working back and forth through email with Steve Gordon. He was very insightful and sent good examples of how to solve all the problems that I ran into. Overall, he made the process very easy for me.
Lamont, AJ Mechanical Services

Just a short note to thank you for your reply and answers to my questions. It is becoming increasingly difficult to find companies with quality technical support. When I find them I want them to know that the customer service they provide is noticed and appreciated. It DOES make a difference. In my book, Coastal Computer has the kind of customer service that puts itself ahead of the competition.
Jerry, Jerry Titus Computer Services, LLC

Thank you so much for your prompt attention today. What a superior product you have! I never would have imagined that an Inventory database could be completely re-vamped within a four hour period, on a holiday! How refreshing, that my clients crew had no down-time. Thank your team for me, as I bow to your "quest for excellence."
Dawn Scranton, CQA (Certified QuickBooks Advisor) – Accounting Directors

I am the General Manager for a heating and cooling company in Tucson Arizona. When I was hired here, I was expecting to have people under my direction to get our day-to-day things done. To my surprise, we didn't have a dispatcher. I took over that position, using another service database program. Two months later, our bookkeeper quit. Leaving me holding the bag for everything! I fought through the year with the other software, realizing more and more that I am wasting time. Having to import/export to QuickBooks, then the line items wouldn't show up, support took sometimes two to three days to call me back, made me crazy! The owner of our company and I decided to look for new software. (They had just purchased the other one last year at an exorbitant sum!) We were very set on a program that integrated with QuickBooks seamlessly and we found it with ESC. We can do almost everything we need in ESC, and it will post to QuickBooks in REAL TIME! I am currently running our office with a little help from the owner and not needing anyone else at this time. I would recommend this software to anyone. Keep in mind that garbage in, garbage out. The people at Coastal Computer helped me get our system up and running very well.
Michael, Air Pros, Inc.

I have been a QuickBooks user for years, but with 7 service trucks, I needed a dispatch system. I was not willing to give up all QuickBooks online features (Payroll, Online banking etc.) Now that ESC integrates with QuickBooks I have the best of both. I have been trying to go paperless for years and now with ESC and their mobile software I believe I am on my way. The ESC has given me great support and follow up service as well.
Chris, Crest Lock

At TRS Mechanical we use the Electronic Service Control software for our dispatch. This software is the best I have ever seen! It will create job numbers and track work-in-progress, keep track of preventative maintenance and much more. I recommend it to anyone that has a dispatch service company.
Clay Hand, TRS Mechanical

"Using ESC with MapPoint has saved us countless hours every week. We see scheduling and routing problems before the truck ever leaves the shop."
Jack Westenbarger, Acree Air Conditioning, Inc.

Thought you would like to know, I have been as pleased as can be with ESC. The software has delivered all that you promised. Your support crew is just great!
Tony Petrolle, Gaithersburg A/C & Heating, Inc

"The Intuit Developer Network strives to help the best and brightest developers solve the business management challenges small business owners face every day," said Esther Kruijver, director of the Intuit Developer Network. "We are pleased to be able to work with innovators like Coastal Computer Corporation to offer small businesses specialized applications that will work with the QuickBooks 2002 products. The data integration with Electronic Service Control and the QuickBooks 2002 products is an example of how increased efficiencies in managing financial data can give business owners more time to oversee other parts of their business."
Esther Kruijver, Director of the Intuit Developer Network

I am writing to tell you how grateful we are for the outstanding computer software support you provide us with. Martha Wade is a rare gem who makes the most difficult cumbersome problem easy to deal with. We would be lost without her. We not only receive a quick response time to our calls, but also an easy solution to our most difficult problems. She gives us the confidence even before we call that no matter what the problem is, we know Martha is going to fix it. She has inspired that kind of trust.
Suzanne Russell, Empire Cooler Service

I just want to share a few thoughts with you today. You may be aware that both Lisa and I have had to spend quite a little "phone-time" with our friends at Coastal working through some issues this week….including an after-hours marathon with Tim on Halloween night. I want to state unequivocally that YOUR TEAM IS THE GREATEST! From the pleasant receptionists who are our first contact down to the "Have a Nice Day" that usually signals a problem is solved or the questions are answered, we are treated as though we are the most important thing that has come along that day. I'm sure Tim had other things he needed to be doing that Halloween night, but he never once made me feel pressured or rushed, or that he was going to leave me until we were both assured that my problem was solved. The easy-going, laid-back patience that your guys have while working through a problem is priceless.
Jane Caty, RK Heating & Cooling

Once again, I thank you. Being in support, I truly do appreciate when my personal issues are handled quickly and effectively. Whenever I submit a request to you guys, not only do I get a prompt response, but also an informative answer, not just a bunch of "uhh, umm. You could try" type responses. With me, your support ranks far higher than many (all almost all) of the 'major' software giants I am forced to deal with.
David Sproul, ScanWeb Biomedical, Inc.

TESTIMONIAL LETTERS

I wanted to thank you for all the assistance you provided in the classroom training while you were in Dallas. Several of us at our company attempted to "teach ourselves" how to use the software and tried working through issues with the help of the help menu. Although the help menu tells you where to go, it didn't really take us as far as we needed to go. We found that sometimes things happened and we could not find out why. Many times we just didn't know what the software wanted in each field or if the fields were really necessary.

As the instructor, you helped us understand how to better use the software as it was intended to be used and found that by participating in the training class, we also were able to learn from other companies using the software. We each experienced different problems and the sharing in class was most helpful. It gives you practical knowledge on how to put the software to its best use. You get to share discoveries within the software that you might not know is available to you.

The instructor was knowledgeable and able to make the class a great learning experience. He created a very pleasant environment and made every attempt to answer all questions and still keep the class on track. If he didn't have time to answer a question or it applied to another day of training, he was very professional in handling each situation. Several times in class, he asked that any question or problem anyone would like to discuss could be written down on a piece of paper and left with him after class or e-mailed to Coastal and help would be provided.

I can vouch for the technical support as well. I have experienced tremendous assistance from the technical support group provided by Coastal. Having been in the field of Technical Support and Training for various Software and Operating Systems for many years myself, I truly appreciate the level of knowledge the support staff provides. They get right to the issue without long, drawn out explanations that cause many to get lost in the technical lingo. When you send in a question in e-mail, you get a reply back letting you know the message was received and you will be getting a answer shortly. I usually get my answer within one or two hours or the next day at the latest.

Basically............I would have to say that the teachers and support staff provided by Coastal Computer Corporation are the best I've seen in a long time.

Great job to all of you. A special thanks to Alan and yourself for technical support as well. Both of you have responded to many of my questions and your efforts are very much appreciated.

Thanks again and keep up the great job.

Sincerely,

Jennifer C. Cowan
Alpha Plumbing & Leak Location Services, Inc.

I want to drop you a note to let you know how pleased we are with the ESC.

Electronic Service Control software is great. It is indeed a pleasure to be in step with the rest of the "Windows World". The flexibility we have enjoyed employing ESC to N.T. and Windows 98 operating systems has increased our productivity ten fold. No longer am I writing down the customer name, address, and etc. before writing a letter in Word, I simply export and merge the data. The same is true for Excel and Access. This is great!

Thank you for putting out a great product. Keep the upgrades coming; each version is better than the prior version.

With kindest regards,

William C. Grant
President

Back in 1986 I bought my first computer, 15 years later, I have found probably the best software package to manage my business. Being a past user of CMS of NH, and comparing both systems, there is nothing that could compete with what you have to offer. For the money you have the best system on the market, you have great support and someone always answers the phone. I do not get the run around. The Red Wing Accounting System integration between both systems is unparalleled in the industry. Also, I would like to add the support we receive from Red Wing is nothing less than "The Best".

I can only say to any contractor looking for a system to manage their business. Do not waste any more time looking, this is it. You get the best customer service and support. After 15 years, I have seen them all.

Best Wishes,

Julie A. Steiner

I have found that my guys in the field are more efficient during the day. 

The biggest help has been cutting down the number of transactions (phone calls back and forth) from the dispatcher to the guys in the field.  Field guys used to call in all the time asking for name of customer, phone number of customer, job description, etc.  Now there dispatcher spends almost no time talking to the field guys which allows them to spend more time with customers. 

When there is a problem, Anthony and Vettro Support is there any time, day or night.

I have found Vettro on Coastal ESC to be fantastic!  I would and have recommended it to anyone who has to dispatch, track, or communicate to field technicians.

Wesley, Delta Lock and Key

Through the use of Coastal and Vettro's mobile dispatching capabilities, technicians can only view one job at a time.  This has increased efficiency because technicians can't "pace" themselves through the day b/c they don't know how many total jobs are in their queue.

On average, using Vettro we have been able to complete and extra 2-3 jobs per day due to increased efficiency.

Our business has grown and we would have had to hire an additional dispatcher if we were doing business the old way. Before, the technicians called when they started, called when they were finished, and added all parts and orders on the phone.  This was constantly tying up the same lines that customers were trying to call in on. Vettro eliminated those problems.

Mike, Terry's Heating

We have grown our business tremendously, however we haven't had to add a 2nd dispatcher.  We have increased our call to close rate by 10-15%. The training that Vettro provided was phenomenal. The support organization is there for me day or night. 

Dolly, Southern Comfort and Heating

Our Field guys love it!

Jobs are in there first thing in the morning, they don't need to come into the office just to get the papers of where they are going.

Using Vettro's Fieldmaster for Escape software, we have sped up things on the front end and it has freed up our call center so they can speak with our customers rather than our field technicians. 

The more mobile your workforce can become in the field and less dependant on the office, the better off your company will be.  It allows you to complete an extra job or two per day which gives us that extra edge. 

Victor, SolvIt