ServiceChannel Software


 

ServiceChannel Service Automation is an integrated suite of cloud- and mobile-based solutions to help handle facilities management tasks such as finding contractors and suppliers, entering planned and demand service requests, tracking work orders and processing payments.

This system provides facilities managers with a platform to source, procure, manage and pay for repair and maintenance services from commercial contractors across their enterprise. ServiceChannel provides a real-time view of service data across multiple trades, locations and contractors.

Functionality includes contractor sourcing through a partnership with the contractor database Fixxbook, as well as contractor risk and compliance management, work order management, asset management, preventive/scheduled maintenance management, proposal management, invoice management and data, analytics and business intelligence.

 

ServiceChannel - Analytics work orders
 
  • ServiceChannel - Analytics work orders
    Analytics work orders
  • ServiceChannel - Analytics business intelligence
    Analytics business intelligence
  • ServiceChannel - Compliance manager view
    Compliance manager view
  • ServiceChannel - Contractor scorecard
    Contractor scorecard
  • ServiceChannel - Analytics savings calculator
    Analytics savings calculator
  • ServiceChannel - Mobile access view
    Mobile access view
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

43 Reviews of ServiceChannel

 

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Software Advice Reviews (39)
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Showing 1-20 of 39

Aaron from RMH Franchise, Applebee's
Specialty: Food and Beverage
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

Consistency and Transparency - A Very Strong System System with a Few Opportunities

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
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Quality
Support

I can absolutely not imagine managing our 175 restaurants well without Service Channel. Our company is comprised of several acquisitions' worth of franchisees and SC was such an important tool, helping us gain consistency in how our locations are managed.

Pros

Transparency and Consistency: Everything is transparent; when dispatches were created, who created them, what contractor was dispatched, when the tech was on site if there was a proposal, who approved it, when we were invoiced, who approved it, when the invoice was paid, etc. How one location is managed is how all locations are managed.

Accountability at all levels, for all things: There's never any doubt about what happened when it happened.

Proposal Approvals: Our initial big win with Service Channel was its proposal approval process. Prior to Service Channel, our system of proposal approvals amounted to an excel spreadsheet and a chain of emails that was very hard to manage and impossible to track. Now it clear and consistent and easy to review.

Asset Tracking: We have heavily used the asset tracking abilities of Service Channel for the past 2 years. It's now coming to fruition the results of our effort, having the ability to look at any given piece of equipment and see its make/model/serial information and know how many repairs were made over the past year so we can make the best decisions on whether to repair or replace it.

Preventative Maintenance: We have ultimate consistency in our PM program knowing when dispatches go out, who they go to, and exactly what the scope of work is that we send.

Flexibility: The system is incredibly flexible, not a one size fits all system at all. You can be as creative as possible in its use, tailoring it to your organization's specific needs.

Contractor Compliance: Service Channel has helped our accounting team gain consistency in knowing when certificates of insurance are out of date

System Reporting: It's incredibly powerful. What do you want to know-- average invoice amounts per trade? what contractor are performing well? what are your top 10 most frequently repaired assets? You name it-- you can report on it.

Fluid Accounting Processes: Invoices flow from SC into our Accounting software (with integration) after approval from the field. SC has helped keep our accounting department lean and mean.

SC is a widely used, well-developed system -- one of the biggest and best. They're constantly improving.

Cons

Contractor Engagement: Ultimately contractors have to choose to engage and participate in Service Channel and smaller contractors can offer a challenge in their participation. I feel like, if there was one thing I'd improve about the system, I wish it was easier for the contractors to work through their onboarding. The better the contractor experience, the easier for them to navigate, the more contractors that will want to work inside of the system. Without contractor buy-in, the system loses its power.

Pay per feature: While SC does have a very strong base feature set, to upgrade and use certain other features, will cost an additional, small, per-site fee.

You will run into little programming flaws from time to time and have to report them when they pop up, for correction. Because of the volume of clients that SC has and the fact they have to prioritize improvements, sometimes it takes longer for the correction than one might like.

Advice to Others

Be prepared to manage the system; it is not a set it and forget it type of a situation. It will require active management by your organization as long as you have the system, but it is well worth the investment of resources. Also, buy-in on the program from the top levels of your management (before implementation) is critical, otherwise, it will be tough to push it uphill and gain support after-the-fact.

Consistency in training is a very important aspect in keeping users in the field properly informed on how to use the system well. With manager turn-over, it's easy to let it gradually slip, but don't do it! Whether you use Service Channels training resources or develop your own, keep steady opportunities available for newer managers to learn about how to use the system well.

Have a 2 year vision before you begin. It does take time for the system to become a part of your company's culture, to wholly be accepted and used. It is worth the journey. When you're on the other side you'll have an indispensable tool.

 
 

Neil from Nextore
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

My review.

Ease-of-use

Functionality

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Customer Support

Value for Money

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Good product - I think the best on the market for facilities maintenance. It is easy for most users on the customer side. Service providers are learning and adapting well, but their systems should be integrated with ServiceChannel (no double entry) and they should have access to more of the reports that their customers use (e.g. an expanded Contractor ScoreCard, etc.). Customizing reports in Analytics is not always 100% successful and we usually need SC support to finish them for us. The user group meetings and advisory board are very beneficial, and it is always encouraging that customer feedback is acted on. All in all, I would (and do) recommend the product to others.

 
 

Adriana from Tiffany & Co
Specialty: Retail
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2016

November 2016

Coordinator

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
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Support

it is easy to use, fast and convenience for users. Great tool for invoicing and reports. SC team is always ready to help.

Pros

good method of communication

Cons

always have problem uploading or loading in the system.

Advice to Others

best tool for facilities industry

 
 

Cydnee from COACH INC
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

Organization of Open & In Progress Calls

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N/A

The organization of open and in progress calls is difficult to sort through once a large number of calls are open.
If there was a SEARCH BAR option that enabled you to filter and pull up calls based off of the Store Number, Problem Code, Date it was Opened, etc.- it would be much easier and more efficient to navigate through a large inbox. Searching through dozens of pages for one open call gets to be unnecessarily tedious and time consuming.

Additionally, if there was a way to group In Progress calls so that they are not still listed with Opened calls would help to further organize and make navigation easier. The option to create 'Folders' where you can group similar problem codes or needs would help to make the use of this software easier and more enjoyable.

 
 

Chuck from Express
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

Great asset for multi unit Facilities Managers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
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Functionality
Product Quality
Quality
Support

I have implemented and used Service Channel with two different companies and it has been a huge success at both companies. The progress of enhanced features meets or exceeds my expectation almost every time.

Advice to Others

Talk to other companies that have rolled this out and especially companies that are super users of the product.

 
 

Henry from Ferguson, a Wolseley Company
Specialty: Wholesale Distribution
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

Ferguson

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
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Functionality
Product Quality
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Support

Overall SC has automated our entire R & M process at the local Branch level. Other than the behavioral change challenges (old legacy process vs. SC) we're very please with the results and SC has been a huge WIN!

Pros

Automated process, Risk Compliance, visibility / analytic data, reporting features and ease of use.

Cons

Contractor on-boarding challenges using Contractor Support and IVR check-in seems to be the two things that our Contractors dislike.

Advice to Others

SC's Account Management and Client support is excellent! Once you shop other solutions you will find that SC is the best software on the market currently.

 
 

Brian from Corepower Yoga
Specialty: Other
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2016

November 2016

One Stop Shop

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Service Channel has helped tremendously with my business. Since i am the only person in Facilities i am able to provide my executives with information when needed as well as manage all work orders from start to finish as well as manage my budget

Advice to Others

What i have found is that other software products may have portions of Service Channel but none have the complete package and have the ability to custom the system the way Service Channel allows

 
 

Joshua from Kohl's
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

Kohl's Purchasing team

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

We use ServiceChannel for many non facilities functions. A lot of internal communication/tracking of issues as well as deliveries of building materials and fixtures to stores for new builds, remodels, and capital projects. Since the tool isn't for this type of use we have to manipulate it a little but overall it works well for our purposes.

Pros

- Tool is easy to use once we have issue list/dashboards and provider assignments set up.
- We can manipulate the tool (to a certain extent) to fit our unique needs needs.
- We have a great account rep (Emily Kansa and her manager AJ Steele).

Cons

- Some unique change requests take way too long. (Analytics help requests, and certain dashbaord changes).
- Some analytics should be included with the base software. Some of your competitors include the ability for individual users to create their own KPIs with no additional costs, yet we pay a premium to have just 2 users with this ability.
- Need more non facilities type features .
- Can't adjust provider assignments from customer side. We have assignments based on equipment and I am unable to make updates to this without submitting tickets to the help desk.

 
 

Nicole from DSW Inc
Specialty: Retail
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2016

November 2016

Nikki's Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

Service Channel is a much easier and better system than Facility Source which is who DSW used previously. Our account Rep is amazing. She doesn't bother us with unnecessary conference calls or emails and she is always there is help us when we do need her assistance. She is very knowledgeable and isn't afraid to tell us she doesn't have an answer and will get back to us.
My personal experience with Service Channel and mostly positive.

Pros

I am able to update users, add stores, change vendors, change status's etc. I was never able to do that previously and had to rely on our account manager at Facility Source.

Cons

I don't think the Asset Manager Tool is very user friendly. I also have had a few bad experiences with the call center folks not being knowledgeable on how to handle a ticket. There has also been a few times we have had a language barrier.

Advice to Others

I would recommend it to any Retailer.

 
 

Kyle from Coach, Inc
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

North American Retail Maintenance Manager

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
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Functionality
Product Quality
Quality
Support

Positive experience, Yet, I think you need to promote the gps mobile app and the mobile app in general more vigorously, So we can have more service providers using this. Thank you.

Pros

Reports

Cons

Drop downs in Categories is redunandant

 
 

Andrea from LB
Specialty: Retail
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

November 2016

November 2016

My review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

Service Channel is very easy to use. Just slow sometimes

 
 

Mike from BCBG
Specialty: Retail
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2016

November 2016

Service Channel as Maintenance data base

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
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Functionality
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Support

Service Channel seems quite functional to do what we need. The real time aspect of all portions of it is positive.

Pros

Real Time, all history is together in one place, reports can be pulled for whatever location, trade or time period you need.

Cons

GPS. Have vendors who tell me their techs do not like it as it does not work.

Advice to Others

This platform seems the best of any web based program.

 
 

Jon from Tommy Bahama
Specialty: Apparel
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2016

November 2016

Service Channel review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

I have worked on Service Channel for more than 4 years and we have 172 locations that are effectively managed via Service Channel

Pros

The system is easy to use and works well and it has a lot of added features

Cons

Getting new vendors listed on the Fixxbook section is a nightmare and it will take several emails back and forth with the vendor and Fixxbooks support. I have some vendors who just gave up and we had to find someone else, very frustrating !!!!!
The forms are really spread out so you are constantly scrolling up and down on the form, the forms should be simplified and condensed so they all fit on the screen.

Advice to Others

This product has a lot of great features and it works well, but the real question is "do you really need all the added features". The product has become very expensive and if you don't need all the added features then explore other similar product that cost a lot less.

 
 

Ron from Barnes & Noble
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

Cookies

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

I can navigate throughout most of the site, until I use "locations". At times, I receive the annoying "not authorized" notification! Why this link and not others?????

Pros

I find it good to work with for what I need.

Cons

I find it very painful to look up approved proposals to review for warrantee information or track installations that were approved through Service Channel. I was force fed to use this!

 
 

Sandee from Habit Burger Grill
Specialty: Food and Beverage
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

November 2016

November 2016

service channel review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

The system can be very finicky. If using the system on a shallow level, functionality is great, expectations - I'm sure, are met. However at depth our team uses it, I come across bugs and missed expectations of its functionality.

Pros

Attainable data and notes section for audit trail

Cons

There is alot of maintenance involved, if we want correct accurate data. Mot SP's are not 100% fully engaged which requires more effort on my part to coach or even do their job.

Advice to Others

If you want a detailed issue list with all the bells and whistles (asset module and PM module), be prepared to dedicate more of your time maintaining it. (If you are a growing company).

 
 

Eric from Cole Haan
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

Eric Korth Facilities Retail Manager for Cole Haan

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

This product is top notch. I've used other work order platforms in the past and this is the easiest and most effective system. I would recommend this to anyone who is looking to switch platforms. The communication is seamless and the customer support is one on one with the same live person every time.

Pros

Two pros really stand out.
Seamless communication between CH and our vendors.
Ease of use.

Cons

There appears to be twitches from time to time. I'll punch in a task # and it will come up invalid. I then punch in the task # again and it retrieves the task. This happens 10-20 times a day.

Advice to Others

Ask your peers about this platform and get their advice. Ask any of your vendors and most will tell you "were on SC." I really believe this system sells it self due to ease of use and the vast amount of vendors already working on it.

 
 

Joel from Curo Financial Technologies
Specialty: Banking
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2016

October 2016

Service Channel is to a Facilities Department what a steering wheel is to a car!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

We've been using Service Channel for five plus years now and I'm not sure how we'd get along without it. It's easy to use, functional beyond it's intended design and the customer support has been nothing short of great!

Pros

It does so much. It probably provides much more data and information than you'd ever care to use but it's there if you're interested. We use it for purposes outside it's true design because it is so functional.

Cons

It does so much. I would suggest asking for demonstrations from Service Channel experts or clients to see just how many uses the platform has and best practices. It's extremely comprehensive.

Advice to Others

Contact one of your National vendors that uses a variety of CMMS platforms and ask them for an opportunity to compare Service Channel head to head to really see the differences if you're skeptical.

 
 

jonathon from CLUES
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2016

October 2016

Success

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

We utilized this product to support 400 stores across the country. The role out was a "sunami", which was on purpose. We trained all stakeholders and endusers, prior to the implementation. At certain points in the rollout, we requested changes to the functionality, which required some customization. ServiceChanel was very accommodating.

Advice to Others

Take a look at this solution from a price and quality perspective.

 
 

Scott from Bloomin Brands Inc
Specialty: Food and Beverage

September 2016

September 2016

Service channel Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The software is very intuitive. Not overly complicated.

Likes Least

Support center is outsourced and is difficult to get resolution quickly.

Recommendations

If you are a quick teach and self learning this software has what you need and possibly more.

 
 

Ken from DFC Global Corporation
Specialty: Retail

May 2015

May 2015

The Value ServiceChannel Has Brought to Our Company

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
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Functionality
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Quality
Support

N/A

Likes Best

The product is very affordable and provides a broad array of useful tools (e.g. work orders, RFPs, invoicing, vendor management, analytics, etc.). The user interface is very intuitive and easy to use. ServiceChannel is very customer-focused vendor who is continuously working with clients to improve the product suite.

Likes Least

I have a difficult time coming up with an answer for this question. Any product and vendor can be improved (capabilities, service, etc.). However, ServiceChannel is the best vendor I have seen in its efforts to address customer needs, be proactive in technology to surpass customer expectations, continuously improving their products, and delivering on its promises.

Recommendations

Take a look at the ServiceChannel user community (your peer group) and seek them out for recommendations. Since its inception, I'm not aware of a single company churning away from ServiceChannel once they've onboarded the platform. ServiceChannel's suite of services of a tremendous value for the capabilities it will empower you with.

 
 
 
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