Smart Service by My Service Depot is an all-in-one solution for managing service teams in the field. Ready to go right out of the box, Smart Service includes functionality for job scheduling, mobile dispatching, and work order management. They are a Gold Certified QuickBooks partner and integrate with the popular accounting solution in real-time.
Their core solution, Smart Service, delivers all the crucial tools a service company relies on to automate their daily workflow. The Smart Service Routing Feature identifies the most efficient time and schedules for employees. Scheduling deploys drag and drop technology, so it’s easy to view and adjust appointments as necessary. Office staff are able to block off time or fill in openings on the fly. Because it connects to QuickBooks, any updated job information is automatically sent over. Companies immediately save time on double-entry.
My Service Depot also offers add-ons for Smart Service that allow companies to customize the system to further meet their needs. iFleet is their work order management mobile app for the iPhone and iPad. It includes GPS location technology and forwards work requests directly to the technician's smartphone, who can then keep the rest of the team updated on the status of the job. This is also available to run on any Windows-based laptop. The inventory add-on helps companies track inventory and set a threshold to be notified when parts are ready for reorder. Additional add-ons for Smart Service manage service agreements and pulls leads from the company’s website.
Hosting services are available through My Service Depot and they back their implementations with a two-part training process. Since Smart Service is scalable and customizable, they are a great fit for almost any service company.
Greg from Central Equipment Service
Specialty: Commercial Equipment
Employees number: 11-50 employees
I originally reviewed this back in 2014, and have just now seen the reply from Smart Service. It is true that the review came about 2 years after purchase. It is also true that we paid for the support for 2 years, but that was because we had problems converting from Peachtree to Quickbooks (not related to Smart Service) and had therefore not implemented Smart Service. Once we finished the QB implementation we encountered the inventory problem. At no time did Smart Service say that their inventory module would solve the problem. They did reach out to us, but it was their salesman who did so and was complaining about our review. He said they could create a special report for us, but that would put us back to manually entering data for purchasing.
Beware this company. My salesman knew exactly how we would use the software and told us it would work. In fact, even after I showed him how it was not working he did not understand why we didn't like it. Be very very careful before purchasing. Do a thorough demo of every step in your processes before purchasing. My experience with this company made me so bitter and gun shy about purchasing software I am only now shopping around again for a replacement.
Gabriella from ALTA IT Services
Specialty: Information Technology
Employees number: 201-500 employees
I absolutely love SS, its extremely user friendly, has tons of features. Makes recruiting easier than ever!
Job Posting features! and TXT message feature
nothing bad to say
totally worth the investment
Rudi from Oosting Custom Masonry & Chimney Service Co.
We did like the idea of having a customer's information available to the workers in the field. However, on the back end, the program was not as seamless with quickbooks as originally described. We were not told that all work would have to be done in smart service. Smart Service only sends information to quickbooks, it does not pull out of quickbooks. This might not seem like a big deal but there are things that we prefer to do right in quickbooks.
We did not find it easy to use or very intuitive. To get updates or assistance with the product you have to pay for a yearly contract on top of the cost of the program. After 10 days we decided to return it and were surprised to discover that of the original purchase price only 40% would be returned. The return policy was never explained nor is it clearly displayed on any of the quotes that were provided or on the website. The only place we could find the policy stated was buried in the user agreement. It is our feeling that if you are going to have such a restrictive return policy it should be better labeled, but maybe that's the point.
Ask about the return policy, you might find its not as easy to use as the demo makes it seem.
DENISE from Modern Mechanical Inc/Cal-Coast Refrigeration Inc
What I like best about this software, is that it has the ability to do pretty much anything I need it to. I can add fields where necessary, big bonus!
I can't say there is anything I do not like about this product or vendor.
I highly recommend giving this software a try. It is excellent for the service and repair industry.
Lisa from Knights Air Conditioning LLC
It integrated with out our accounting program.
Real time interaction with our service techs in the field.
I can not use our own forms, with out time consuming efforts to create them. In order to use our forms we need to create them our selves using PDF Doc. too time consuming for me. Would prefer to be able to upload them in a word or excel format. (it is an access program should be compatible)
This is our 2nd scheduling program - the ability to own it was important to us. We scheduled demos with 5 separate companies and narrowed it down to 2. Finally decided to go with the Smart Service it really had everything we needed; mapping ability real time locations of our service guys. The ability to attached reports and link multiple service calls at one location. Invoicing, marketing and service contacts etc... The program just works for us.
Maria from Total Paving
Great ideas in theory for managing service business. Technicians can view pictures and send pictures back to office in report.
Customer service, girl answers and ALWAYS needs to get back to you. Same day response RARELY HAPPENS. Once they do get back to you 9/10 issues couldn't be resolved or "are under development" or will submit to developer. I never got notification if something was ever fixed. I alway had to try to find it for myself. They charge an additional monthly customer service fee for SUPPORT & UPDATES! Most of the time I called was because something in their system wasn't working.
The system is very slow, one way integration with quickbooks. Meaning you can pull information in from Quickbooks and not vice versa. Not a two way sync with Google cal only one way.
Overall, overpriced software, bad customer service, slow to fix bugs.
Never pay for someone to learn about the bugs in they're software. If you're looking for a complete software that has all of the features they mention and it's intended purposes this is NOT IT!
Natalie from BRIAN'S PLUMBING INC.
We use Smart Service to dispatch our team of 14 Plumbers and Apprentice Plumbers. This would be a Herculean job without the Smart Service technology. With Smart Service, our two dispatchers are able to orchestrate our work orders to match up skills of plumber with customer needs and minimize drive time. If there is a technical problem, Smart Service is very responsive and helpful. The best part of Smart Service software is that it integrates with QuickBooks and I-Fleet Phones.
Our Plumbers do have a suggestion to improve Smart Service. When the Work order information shows on the Plumber's I-Fleet phone, he sees the main contact name and phone number plus an alternate phone number. It would be helpful if he also could see an alternate name.
I would recommend evaluating Smart Service on the basis of effectiveness. The Smart Service scheduling board is very user-friendly, easy to navigate and easy to read. The mechanics of completing jobs in Smart Service and invoicing for each job in QuickBooks is seamless. Jobs that start but do not finish in one day are easy to track. No job ever gets "lost" in the system. Your bottom line is protected using Smart Service.
Ross from Toronto Pool Services
Specialty: Pool/Spa Maintenance
It is a very user-friendly software, I very much like the interface, location of the buttons, and help menu with the explanatory videos. It is great for Pool businesses.
In general it's very good software. Sometimes it's a little slow while saving.
The route optimization and scheduling are done very smart. This software managed to put together great inventory , iFleet, and variety of customers filtration. It has a very user-friendly interface. This software makes the scheduling experience easy and enjoyable. They have very knowledgeable sale and IT staff. They're always ready to help you with any question.
Ben from Coast Pavement Services
Specialty: Property Maintenance
For the regular dispatching features, I was able to learn completely on my own with no instruction, becoming our in-house "expert." It is intuitive enough that I found solutions for problems that tech support thought had no work-around.
The program as a whole is outdated and clunky, built around Microsoft Access, limiting its modern application. For example, if you have a customer with 10 locations and 15 total jobs, and they change their billing address, you have to manually go change it 26 times, in a clunky system that is not fast at all.
Adding a new customer takes forever, especially if you have a location and job to enter as well. There is also no feature to have an AP email for their default QuickBooks email, while still have primary contact's email prevalent.
Scheduling is nice that a job can recur indefinitely, but if a job cancels, you have to change its recurrence pattern PRIOR to inactivating the job, or it still comes up on the schedule. It also has no features for a job to occur for a certain period of time, or to recur on a seasonal basis.
If your customers have multiple services per invoice, it is a huge pain. The "Batch invoices to Quickbooks" feature requires the user to post each individual batch one. at. a. time. Again, on a slow, clunky system.
Many of the advanced features have not worked for us at all, or were not as advertised in the demo. Granted, the most annoying part (the scheduler does not work for us) is largely due to our painfully slow cloud system, making it inoperable.
If you want to print a schedule for each employee, be prepared to pay for an upgrade (ours was $600) so they can program a custom report for you, that is iffy on how often it works on the first attempt. (Ours works on the second attempt every time.)
The "Prospect" feature is useless... it doesn't transition over to "Customer" well at all.
It is also impractical to use many features integrated with Quickbooks-- it requires syncing for anything useful, and with a large customer database, that is completely impractical for the frequency required.
Bill your customer a flat rate each month? Forget about it, unless you cheat the system and create two jobs-- one that is the real job for your employee and charges nothing, and one that only your accountant uses.
Bottom line: It's intuitive to figure out basic functions, but there is SO much room for error, and something simple like an updated address once took me 2 hours to complete for our largest customer. They need to do a complete overhaul of their programming and add some basic features before I could recommend Smart Service to anyone. We've found that to make it work, it requires constant ingenuity to come up with a work-around for design flaws.
ONLY use this software if:
-You never have recurring jobs whose price or frequency vary seasonally
-It is hosted on a really fast server, and you can stand a somewhat slow system
-You have at most a handful of customers with multiple services batched to one invoice.
-You have tons of time to waste and love mundane data-entry
-You rarely have new customers to add
Sebu from Aquatron Inc.
Smart Service has greatly improved our efficiency when it comes to scheduling and dispatching our technicians. We're able to keep detailed notes and attachments, private and public, regarding our customers and individual jobs. After using this product for more than 7 years, we've noticed great improvements in speed and functionality. Customer service and tech support is also very knowledgeable and friendly and always help us through any issues we may have in a timely manner.
Updates are somewhat slow to be released, and although there's a lot for us to customize, I think it could use some more customizing options. Split window (scheduling window side by side with customer search) would be a significantly valuable feature to have.
Make sure the setup of the software as far as server and network requirements is feasible for your operation. Because this isn't a cloud solution, you need to make sure you're on top of your backups, server upkeep, and network stability.
Amee from Advanced Irrigation, Inc
Easy to use. Scheduling is so nice. Invoicing is great!
Can't think of anything! Communication is also very good.
I found that I cannot add the logo on the software.
Richard from Herman Integration Services
I like the integration with Google Maps. The vendor's support is excellent and quick to address issues.
I can't say there's anything that I like least, but I would like to see the app accessible via the web for remote users.
Our company uses the software slightly different than its initial intent. It's great for generating estimates for customers and tracking/billing jobs.
Tina from Calvin Johnson Home Inspection & Services,Inc
They have great tech support and customer service. The software is user-friendly.
The usability of iFleet could be better streamlined so that updating when in the field would automatically update in the office as well.
It is all you need to have a precise account of all activity in the office or out in the field.
Becky from Streamline Plumbing & Electric, Inc
Smart Service support is great. The software is pretty simple to teach someone how to add a customer and add jobs to the board.
The reports are very confusing. Also when we try to update customers from QuickBooks the name changes. We have a real issue with it going over to Smart Service.
Be honest when evaluating, so they can improve the items that are not up to par for your business needs.
John from Alternative Roofing, Inc.
I really like that you can time stamp everything. This is very effective for keeping records. I also like that everything converts over to QuickBooks.
I don't like that you cannot transfer information. For example, if we enter a prospect and find out later that the prospect has been referred to us within our database, we have to delete the prospect and add them in under the location they were referred by. It would be much easier if you could manipulate them into that specific location instead of deleting and re-entering. When we complete a job and convert it to QuickBooks, we have problems. If we have symbols on our invoices (which is typical), when they convert over to QuickBooks, the symbols becomes questions marks. We have called and tried to figure this problem out, but have not been successful.
This is not something I can answer. It depends on the company/person that is interested in the software and how they would be using it and what they would be using it for.
Greg from Central Equipment Service
Specialty: Commercial Equipment
Scheduling was pretty easy. We liked the way you could enter jobs on the calendar and assign durations, but that seems to be a baseline capability for this type of software. Everything else we evaluated could also do it.
Inventory management isn't good. We live by part numbers. Our normal service call involves visiting a customer to diagnose their equipment problems, entering the part numbers we need on the work order, and then looking at the demand in QuickBooks to order from our vendors. Smart Service does not post anything from the work order to QB until after the work order has been invoiced. Of course, we can't invoice it until we get the parts, but we don't know we need to order the parts because SS hasn't posted anything to QB. We used this for about a month and couldn't figure out why so many work orders were waiting for parts. The only workaround was to go back to paper tracking, so why bother with the software?
If all your parts come from your local supply house and you don't use part numbers, the software should be okay. But if your parts have to be ordered by part number from a factory, give up hope.
Response: , My Service Depot
Date: December 2014
Central Equipment Service purchased Smart Service back in October of 2012. When they purchased the software they were currently using Peach Tree Accounting software and the sales rep explained that they would be required to purchase Quickbooks in order to transition over to Smart Service. The customer made the transition to QB and was offered the option of adding our inventory module to the solution he was purchasing and they declined. This would have addressed their current issues with driving demand. Once the sale was completed and the installation had been done there was no mention of any issues or concerns from Central Equipment Service until their review in 2014, almost 2 years after having installed the software. In addition during this time he has renewed his yearly technical support 2 times and currently has an active account status with Smart Service.
We have reached out to Central Equipment Service and offered the inventory package add on and they have not accepted this solution. We would like nothing more than to resolve any issues they have and are willing to work with them to address their concerns.
Keith from Professional Fire Alarm Systems, Inc
I like the ability to look at all of the technicians' schedules at a glance. It's also easy to reassign work.
Finding completed work is difficult. I also have to remember to check specific boxes to get all the info needed.
Think it through, and take advantage of the trail period.
Greg from Master Locators, Inc.
I like the way Smart Service is organized. The vendor is easy to work with, as they are prompt and courteous.
We weren't aware that the project ran off of QuickBooks. It ended up working out for the best for us, but the additional work and cost associated with it was unexpected. The technicians performing the training were nice, but most of the training was asking questions. We've learned most from working in the system and calling in with questions.
Try and talk with someone that is already using the software.
Tessa from Wildlife Pros
The software is user-friendly with clear and defined fields, and the address verification is wonderful!
It is time-consuming at first to learn all the different avenues that it has incorporated.
Take the time to learn the system fully before giving up and thinking that it won't work. Talk with the developers and make it work for your needs!
Jaime from Wildlife Pros, Inc
Specialty: Pest Control
I like the ease of use and increased efficiency. The text message feature allows us to keep technicians up-to-date.
There is an occasional delay when opening different customer aspects.
Use the help features and YouTube videos to get the most out of the software.