Sonar V2 is making us sad. We jumped a year ago, thinking it was ready. It was not ready. It has not been ready. It is not currently ready.
I was finally getting office people buy in for keeping all customer information in the central data repository that Sonar is supposed to be.
We now actually keep less data in Sonar because it is so much slower and more difficult to use for the busy office people and the busy field people. It is nearly impossible to use in the field on the slab phone. It is probably especially difficult if you intentionally have a smaller slab phone to make it less likely to fall out of your pocket while on ladders/roofs.
By the time the installer app came out, I could no longer get the office people to create tickets / jobs in Sonar. They were barely willing to have it take them a little longer than creating an iCal entry using Sonar V1. They have not yet seen the benefits of a fully integrated operations system vs doing the things the way they always have. Moving from doing things the small ISP way to the ready to grow way has been difficult. I’ve made that transition at 3 ISPs. I know how much life improves with a good central management system like Sonar is supposed to be.
The office people are not willing to spend as much time on tickets and jobs as V2 requires. They have customers to help.
Honestly, I don’t like to use Sonar V2.
So, pretty much the whole company is soured on using the system for anything other than billing the customer. Everything has gone back to being entrenched in spreadsheets and iCal. We’ve gone backward on the transition to automation since leaving Sonar V1.
We’ve had weekly calls with Sonar about the issues we face. So far, not much progress.