ServiceChannel

RATING:

4.3

(92)

About ServiceChannel

ServiceChannel Service Automation is an integrated suite of cloud- and mobile-based solutions to help manage the entire process of facilities management, including finding contractors and suppliers, entering all planned and demand service requests, tracking work orders and processing payments. ServiceChannel provides facilities managers with a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors across their enterprise. The solution enables users to leverage data-driven analytics of service quality across all trades, locations and contractors.

Awards and Recognition

FrontRunner 2022
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.
ServiceChannel

ServiceChannel Reviews

Overall Rating

4.3

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4.5

Value for money

4

Functionality

4

Most Helpful Reviews for ServiceChannel

1 - 5 of 92 Reviews

Jim

Retail, 10,000+ employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed September 2020

Service Channel Review

I like the system as a whole, as far as realized savings....it isn't as simple as the selling features portray. Factors like having the right filtering available when comes to doing analytics is important. Everyone runs their business differently and I believe that adds to the challenge of having one tool that works for everyone. Also Service Channel has just changed over their analytics tool to a new 3rd party and we haven't had a chance to run with it yet. I believe there are unseen savings because of the system. I was able to reduce part of my administrative staff because of efficiencies in the system...being able to track my internal team better as well.

PROS

The main thing I like about Service Channel is that it lets me see how my internal team is functioning in their maintenance rolls. I like the ability to assign work to internal or external providers. Processing the invoicing is a big asset, it minimizes the manual labor involved they way we use to process invoices. The Service Channel team is always trying to innovate the software by adding new functions or improving on existing, this is a big win to me as well.

CONS

It is apparent to me that the software was built by a number of teams, the use of terminology changes from one function to the next....this throws new user off when trying to learn the system....In training there was always a reference to the work order number but in the application the tracking number comes up first...yes there is a work order selection....to me redundancy in functions and terminology is key for making this easier to use. Some parts of the system do an auto fill function other parts don't but you would expect that it would? There is glitch with the system that generates a large number of emails each night stating our contractors are out of insurance compliance, when their not...this is annoying to me as well as the contractors. It was fixed once before but has come back again but it still hasn't been addressed. It took 4 weeks the last time to remedy the issue...My biggest issue is with using outside contractors, very few have much knowledge in working with Service Channel which causes my team to hand hold them through the process and some seem to never get it.....many don't understand the proposal system, they don't understand listed incurred cost on adjusted proposals....also the RFP system doesn't appear to work correctly. We issue RFP's but they go un-answered as if they were never received, even when working with contractors who seem to grasp the system.

Jon

Apparel & Fashion, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed September 2020

Service Channel

Over 5000 service requests are put through a year from over 200 locations (Retail and Restaurant) and Service Channel allows us to keep control. We also run all the invoices and proposals through the system and we use the search and filter feature a lot to look up past work orders and invoices. This sort of work load ideally requires 2 people.

PROS

Service Channel are always making improvements and adding features based on users comments. It is very easy to use and understand for the end user. It is very simple to search back on the records and leave notes for the vendors. It is a one stop operation from Work order request to proposals to final invoice. It also has great tools to analyse the the data from every possible angle.

CONS

They are always developing and improving the software so as an administrator you have to stay on top of the developments. A little bit of a learning curve for the administrator because there are so many features, but once you have it then you are fine. Adding new Vendors on their Fixxbook program can be frustrating because it is not very intuitive for a new vendor to fill out the forms.

Reason for choosing ServiceChannel

It was selected because it met our needs, was simple to use and it was relatively inexpensive at that time.

Jeanne

Retail, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra

OVERALL RATING:

3

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed March 2017

Service Channel

Service Channel makes it much easier to monitor, track and analyze our repair/maintenance requests. It keeps all the information regarding a work order in place with transparency to all concerned parties. The system allows for a cradle to grave process for work orders, from the generation of the request, through completion, invoicing and payment. The system is user friendly and keeps information, both current and historical at your fingertips. Many of the features can be self-managed, allowing for changes and updates as the department changes and grows.

PROS

The transparency that this software provides is one of its best features.

Trish

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed October 2017

A great tool to manage store issues and communication to the vendor base or corporate partners.

PROS

As a Facilities Manager, high value is placed on ease of use for the field and its versatility. Our staff uses Service Channel for multiple store issues. Repair and Maintenance, Loss Prevention issues including alarm issues and requests for a variety of things, Finance issues including inventory control and auditing matters, Operational issues and requests, overall it is extremely useful and we are expanding its use all the time. One of the nicest features for store associate use is that it is very user friendly, you don't need to be 'techy' to understand it. Creating new service request are made simple by the use of drop down boxes which are self explanatory and the system just leads the user to the next screen... we are very pleased with this tool and will continue using it as we grow.

CONS

There have been a number of upgrades of late, which in itself is good, but often causes the system to run slow... there are new 'bugs' that develop as a result of upgrades which do eventually get resolved.

Fred

Restaurants, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

2

FUNCTIONALITY

4

Reviewed August 2020

Excellent System

Overall I am very happy with the system and software. The ease of use and the amount of data available is probably the best part of the system. Data is so valuable!

PROS

The ease of editing vendors within trades is one of the best functions to use in the business. Pulling reports and the use of analytics is great! Real time data and ease of communicating within our users is one of my favorite feature. I wish they had an AP to match the website. Still a little behind the times in the mobile AP end of this system.

CONS

The only part of the software I wish could be upgraded is the AP software. Still very limited and behind the times.

Reason for choosing ServiceChannel

I wasn't in my current position when the current contract was signed, however I would have signed the contract if I were. Back then Service Channel was head and shoulders above any other system on the market. Some competitors have made great strides in catching up with the technology Service Channel already has.