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 250 global brands use ServiceChannel daily to conduct business with 50,000+ contractors at 175,000+ 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

22 Reviews of ServiceChannel

Showing 1-20 of 22

 

from Bloomin Brands Inc
Specialty: Food and Beverage
Number of employees: 1,001+ employees Employees number: 1,001+ employees

Service channel Review

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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 Corepower Yoga
Specialty: Retail
Number of employees: 1 employee Employees number: 1 employee

it has been great working with SC for the past 10 plus years

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Value for Money

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Likes Best

One Stop Shopping. Everything from opening work orders to invoicing is in one place.

Likes Least

SC has a tendency to add items but i feel that there is opportunity to go back and resolve some older issues

Recommendations

There may be other companies that have pieces of what SC offers but SC has the entire package.SC is always looking to better their system

 
 

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
Number of employees: 2 - 5 employees Employees number: 2 - 5 employees

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.

 
 

from Mobile Fixture The Kitchen and Restaurant Store
Specialty: Other
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Mutliple user both as a customer and third party administrator

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Likes Best

Simple to use, easy to teach. Flexible ability to set up the rules as you wish, generate any type of report you need, ability to make quick changes throughout the process. Using current vendors that you already have relationships with a big plus.

Likes Least

I am very pleased with this product so not much would I say is what I like least.
Doing third party work with Service Channel leads to different project managers for each customer which is a little tough. Would be easier with the same one but that is about it.

Recommendations

Decide what you want the software to do prior to making your decision. Make sure the program fits your needs. Know that you will lost some existing vendors who do not wish to participate in the system.
Engage your financial team early in the process to be part of the rollout and to handle their needs. If it is a large rollout, do it in phases, get some champions on board to help sell the new process and why it is better.

 
 

from Hertz
Specialty: Other
Number of employees: 1,001+ employees Employees number: 1,001+ employees

Rolled out 300+ Retailer locations.

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Likes Best

Having worked with various systems of this type at 3 different Fortune 500 companies and 2 major contractors, Service Channel is a great introductory CMMS program. It is very simplistic in its approach to creating work orders and is by far the most contractor-friendly for those with limited technical experience or back office support. The initial training support is fantastic!

It is one of the most widely used systems today, most likely due to its ease of use. Therefore, there is an abundance of very qualified contractors readily available to support your needs.

Once set up, the electronic payment portion is a outstanding benefit. Extremely effective and easy.

I appreciate the team\account manager dedicated to our account. They are always available and willing to help. Excellent partnership and extremely responsive.

Likes Least

Initial setup and continuing changes are a huge opportunity. The templates for uploading are antiquated and require the creation and review of 1000s of line items of data. Most other comparable systems complete the setup for you. This is not the case with Service Channel. If you have a large portfolio, be prepared to spend 100s of hours setting up. Changes are "clunky" and not intuitive. Recently, the customer interface went through an entire change with no warning or training to the customer. 2 months later and we are still trying to work through the changes.

This is not an Asset Management software. If you are looking to report on individual equipment asset life, this is not the program for you. If what you need is an electronic dispatching and reporting system, Service Channel is perfect!

If you have a large portfolio with multiple providers, the Preventative Maintenance Module is a huge disappointment. It's nearly impossible to correctly load the first time and even more difficult to manage and make changes and corrections.

The Android and iOS apps have extremely limited functionality. Again, another huge disappointment for a company supposed to be on the cutting edge.

Recommendations

- Decide if you want an electronic dispatching service or a true asset management system.
- Understand the complete PM limitations going in.
- Research app functionality.
- Review the canned reports and decide if they meet your KPI objectives.
- If you intend to use your existing contractor base, understand their ability to support any CMMS system.

 
 

from Burlington Stores
Specialty: Retail
Number of employees: 11 - 20 employees Employees number: 11 - 20 employees

Jay from Burlington

Ease-of-use

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Likes Best

System overall reliable and robust. Support team is always available to resolve issues and assist with specific adjustments to meet our needs.

Likes Least

The latest upgrade is overwhelming, so patience is needed. Overall good to know SC is always looking to improve to our advantage.

Recommendations

Spend time in testing and trail several systems before moving to any one application. SC is one of the best out there. The Vendors you have working for you need to be totally committed to use or you will need to make several vendor changes.

 
 

from Jo-Ann Fabric and Craft Stores
Specialty: Retail
Number of employees: 1,001+ employees Employees number: 1,001+ employees

Solid Facilities Maintenance management software solution

Ease-of-use

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Likes Best

The product itself is relatively intuitive and a quick learn. If you're not sure how to do something, figuring it out is usually not too difficult. The reporting capabilities are great. I use a variety of reports out of this system on a regular basis to keep tabs on tickets for over 850 locations. Service Channel is responsive, and in my experience a great partner.

Likes Least

Service Channel is not exactly very customizable. Scorecarding, for instance, relies on certain metrics that can't be adjusted or changed for specific trades. I'd also like to see the ability to flag a location to be able to alert an individual when the next plumbing or the next electrical ticket is entered. This would be ideal for locations that carry warranties or locations with specific repeat issues.

Recommendations

If you don't require a lot of customization to run your business, or you can modify your current practices to fit the SC model, I'd recommend that anyone seriously consider this software. This is strictly a software system designed to manage facilities issues. You get to select and manage your own vendor base.

 
 

from Neiman Marcus Group
Specialty: Retail
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

A Promising Application

Ease-of-use

Functionality

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N/A

Likes Best

The ease of use is especially important for both the vendors, as well as the administrative side. The responsiveness of my Account Executive has been incredible. Having come into the administrative side, I immediately began asking for modifications to the way our organization was using the system. This required some programming changes and mapping changes in Service Channel. The patience of the technical team, their responsiveness, and their willingness to help me to revamp our instance of the software is impressive.

Likes Least

There still is a gap in the flexibility of instance-centric modifications. Either the entire populace of Service Channel users adopt the change regardless of the impact to their use of the system or not, or the changes don't materialize. From the expanding use of the system, I think it behooves Service Channel to tailor the experience on an instance use. I am not as fond of the Fixxbook side of the application. I often find myself wishing for some free-form flexibility for single-use vendors

Recommendations

Thoroughly vet the limitations of the system and how they will impact your use.

 
 

from EZCORP
Specialty: Retail
Number of employees: 1,001+ employees Employees number: 1,001+ employees

Using ServiceChannel for 2.5 years, formerly work for competitor

Ease-of-use

Functionality

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Ease-of-use
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Likes Best

I like that the SC team and the system are all customer centric. They actively seek feedback from clients and work to implement changes and improvements to better meat the needs of the client through functionality, ease of use, and customized reporting.

Likes Least

The system sometimes stalls, need to "live" beta test with larger customer samples prior to deploying re-writes and improvements.

Recommendations

Are they customer centric; are they adaptable; are they malliable; is it intuitive and user friendly not only for the home office but the store/end user?

 
 

from The Limited LLC
Specialty: Retail
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

I am a facilities manager with 8 years experience on another service.

Ease-of-use

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Likes Best

I love that it is just software and they stay out of my business on the vendor/provider side. I love that they stick to technology, and I don't have to worry that they are trying to move in on my job.

Aside from that, they focus on technology! Imagine that; a software provider focusing on technology and not services.

Likes Least

Sometimes, it can get a little buggy, which is normal for software programs.

Recommendations

If you need additional help with clerical work, this program might not be for you. I wanted my previous provider out of my business completely and to handle all aspects myself, so this was for me.

 
 

from Tween Brands, Inc.
Specialty: Retail
Number of employees: 1,001+ employees Employees number: 1,001+ employees

ServiceChannel

Ease-of-use

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Product Quality

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Likes Best

It's user-friendly from the client and vendor side. All client information is readily available and capable of being updated immediately.

Likes Least

Enhancement requests are difficult to get approved (or never get approved as all clients have to agree to add the enhancement even if it doesn't affect their process).
Not able to working with the ServiceChannel associate directly if there is an issue...you have to go through an A.E. to relay the information to the appropriate SC associate then send the information back to you. This causes a lot of time sending emails, making phones, etc. to explain the issue. Working with the person (people) directly would streamline the process.

Recommendations

Make sure you have time to update your information as needed. If not, consider paying for a Client Lead.

 
 

from DSW
Specialty: Retail
Number of employees: 1,001+ employees Employees number: 1,001+ employees

ServiceChannel Review 2015

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
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Likes Best

We're able to make changes ourselves within the system.

Likes Least

The tracking function is not as detailed as we're use to so it has taken some time to get use to it.

Recommendations

Look at what your needs are and what system works best for you. Some people like being able to make changes and drive a lot of the edits. Other people may want more of a hands free system.

 
 

from Express
Specialty: Other
Number of employees: 1,001+ employees Employees number: 1,001+ employees

Worked with SC for two different companies

Ease-of-use

Functionality

Product Quality

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N/A

Likes Best

I like the flexibility and willingness to adjust the software to customers needs.

Likes Least

Training structure with Proview needs to be more involved and catered to the needs of each client.

Recommendations

Make sure to not fall for inferior vendor's promises and know their relationships with the contractors they suggest or you currently use.

 
 

from DSW Inc
Specialty: Retail
Number of employees: 1,001+ employees Employees number: 1,001+ employees

Service Channel Works for DSW

Ease-of-use

Functionality

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Likes Best

Service Channel allows the client to pull the info, edit info, and use the system without having to rely on an account rep to always do it for you. Having the ability to pull the info yourself and not wait for an account manager to do it for you saves time and allows you to be more involved and catch things you might not have caught. The training for the system was very thorough and helpful to a smooth roll out process. I have also found that this system doesn't run slowly as our previous system did. And getting the automatic emails letting you know that the system is having and issue from ServiceHealth is a very nice feature.



Likes Least

In our previous system, FMpilot, you were able to click a button and see who was in the ticket, what action they took, and the date time that they were in the ticket. That is valuable info. For example a ticket is sitting in open for 2 weeks and you question them. They say they never got the ticket, but you could check that button and see that the vendor did view it on X date. You then can go to them and say yes, you did get it because the system shows that so-and-so viewed it on X date. That is helpful info that I wish this system had.

Recommendations

That this system is very user-friendly. There is a lot more work before the roll out, however, once on the system, your work load seems to be less. For us it is a lot less in the PM/Maintenance area.

 
 

from Lucky Brand Dungarees Stores LLC
Specialty: Retail
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Used ServiceChannel for many years.

Ease-of-use

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Likes Best

I like the ability to have most repair requests dispatched automatically to selected vendors.

Likes Least

There's a disconnect between the customer and service provider usage.

Recommendations

Survey your existing vendors to see if they are familiar with ServiceChannel and willing to use it.

 
 

from SalonCentric
Specialty: Retail
Number of employees: 1 employee Employees number: 1 employee

Thank God for ServiceChannel!

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Likes Best

ServiceChannel really helped me get organized, especially since I'm a one-person show for 580 stores. I am able to see spend and control what the stores are putting tickets in for. It also has helped our accounting department greatly since all our vendors are paid through ServiceChannel ACH.

Likes Least

Any issues I do have are quickly resolved by my account manager.

Recommendations

ServiceChannel is a great program where you can keep all your information on stores so that when your lease renewals are up, you can gather information on what has been going on at stores. It's just a great tool!

 
 

from The Krystal Company
Specialty: Other
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Truly Supportive

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Likes Best

I like having access to the level of vendors this company has and the organization that this company has.

Likes Least

In the beginning, with me not understanding what the full process was to bring on a new vendor and expecting more help from Service Channel, it was difficult to understand the system and very time consuming. As I have said, one of the most important things that needs to happen is being able to schedule the amount of time needed without interruptions. Now that I understand the system, it is much easier and does not take much time at all to bring on a new vendor.

Recommendations

I would schedule the time needed to learn the process without other tasks interfering.

 
 

from Ruby Tuesday, Inc.
Specialty: Other
Number of employees: 1,001+ employees Employees number: 1,001+ employees

My experience with ServiceChannel has been a game changer

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Likes Best

ServiceChannel has a habit of providing efficiency to front line users and senior level decision makers. The distance between those two is tremendous, so that's no easy task.

Likes Least

What I like least is that some of the Proview reporting isn't as nimble as it could be, which could shorten the decision path. To ServiceChannel's credit however, they do listen and make adjustments when able.

Recommendations

Include your vendors in the decision process, because you need to be aware of any hardships the change may befall them. Also, always think three steps ahead when making strategic programming changes. Be aware how your implementations affect everyone else downstream and on the back-end process side.

 
 

from RaceTrac Petroleum Inc.
Specialty: Retail
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Great Software as a Solution

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Likes Best

The product is easy to use. They are very responsive to our needs, and the costs are very reasonable.

Likes Least

The product has had outages in the past, but those issues are clear, so there's not much in the negative any longer. The vendor needs to do better with turnaround time on proposed new products.

Recommendations

Understand how to get data from SaaS systems and understand how it will work in your workflow. Don't be hesitant to change your processes based on the way the system works if it is better/more efficient.

 
 
 
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