ServiceChannel Software


 

ServiceChannel Service Automation is an integrated suite of web- and mobile-based solutions to help manage the entire process of facilities management: from finding contractors and suppliers, to entering all planned and demand service requests and tracking work orders to processing payments. 

This system provides facilities managers with a single 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 all service data across all trades, locations and contractors.

Functionality includes contractor sourcing (via Fixxbook, a database of over 50,000 contractors), contractor risk and compliance management, work order management, asset management, preventive/scheduled maintenance management, proposal management, invoice management and comprehensive real-time data, analytics and business intelligence.

Over 400 global brands use ServiceChannel daily to conduct business with 50,000+ contractors at 200,000+ locations in 63 countries. 

 

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

42 Reviews of ServiceChannel

 
Software Advice Reviews (38)
More Reviews (4)

Showing 1-20 of 38

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

My review.

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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.

 
 

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

Coordinator

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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

 
 

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

Organization of Open & In Progress Calls

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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.

 
 

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

Great asset for multi unit Facilities Managers

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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.

 
 

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

Ferguson

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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.

 
 

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

One Stop Shop

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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

 
 

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

Kohl's Purchasing team

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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.

 
 

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

Nikki's Review

Ease-of-use

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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.

 
 

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

North American Retail Maintenance Manager

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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

 
 

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

My review

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Service Channel is very easy to use. Just slow sometimes

 
 

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

Service Channel as Maintenance data base

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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.

 
 

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

Service Channel review

Ease-of-use

Functionality

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Value for Money

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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.

 
 

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

Cookies

Ease-of-use

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Value for Money

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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!

 
 

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

service channel review

Ease-of-use

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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).

 
 

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

Eric Korth Facilities Retail Manager for Cole Haan

Ease-of-use

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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.

 
 

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

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

Ease-of-use

Functionality

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Value for Money

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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.

 
 

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

Success

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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.

 
 

from Bloomin Brands Inc
Specialty: Food and Beverage

Service channel Review

Ease-of-use

Functionality

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Value for Money

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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.

 
 

from DFC Global Corporation
Specialty: Retail

The Value ServiceChannel Has Brought to Our Company

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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.

 
 

from Pathtomax
Specialty: Other

Multi Site Facilities Management Technology - Best in Class

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Likes Best

Complete solution that is easy to use for Facilities Managers who have responsibility for multiple sites and equally intuitive for their Service Providers.

Likes Least

The product is very stable but does require some pre-work to set it up to the end user's requirements, the training tools have been been refined recently to make this more seamless.

Recommendations

With so many major retailers and restaurant chains using the product, spend some time with the Service Channel implementation to identify the right solution for your type of business. The implementation can be done in phases allowing a new user to quickly take advantage of the power of the platform while adding modules over time to meet your needs. The platform plugs easily into all major ERP platforms and is an excellent procure to pay solution. The fact that most Service Providers in the Retail Facilities Management industry use the platform extensively for many of their clients ensures easy adoption and minimal time to implement once launched.

 
 
 
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