ServiceChannel software


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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , Web browser (OS agnostic) , Windows 2000 , Windows 8

59 Reviews of ServiceChannel

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  • Jeremy from Indigo Clean LLC

    Specialty: Other

    Number of employees: 2-10 employees

    September 2018

    Absolutely Horrific!

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Can't find any.

    Cons

    This is absolutely not intuitive at all. Requiring mandatory training of vendors without paying for their time is illegal. It also takes much more time and energy to take care of billing and invoicing than by not using it at all. Ridiculous!

    This review was submitted organically. No incentive was offered
    Review Source
  • Sonam from TSYS

    Specialty: Other

    Number of employees: 501-1,000 employees

    August 2018

    Good featured management tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It is a very good management tool. It also provides live demo. One can maintain all management activities via single tool.

    Cons

    It is little expensive as compare to other management tools available in the market.Need to make it more easy to access.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Katie from Above and Beyond Plumbing Services

    July 2018

    Reliable, User Friendly, Worth it

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Fast processing and excellent organization.

    Pros

    I love almost everything about SC. It starts with how easy the software is to use. I am on it daily whether it is accepting calls for billing out. In their WO Reports section you can look up all calls that have not been accepted, opened, in progress and complete. SC has an app that allows you to check into business using GPS, for some customers you may need to dial a phone number using a store phone but that is easy! I love that you can submit proposals immediately and the notes section provides a perfect spot to communicate with the customer. As a vendor, communication is key, especially when working in high energy, loud, or busy environments.

    Cons

    The only thing I don't love is when you reject a call it stays in your open section of the WO reports. I wish they would have a reject section- they may I just have not come across it.

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

    Specialty: Retail

    Number of employees: 10,000+ employees

    May 2018

    Simply the best

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    This is the industry standard, pure and simple.

    Pros

    This produce is easy to use for stores and FMs. Easiest to onboard contractors as well. The implementation is a breeze.

    Cons

    Some contractors push back on the very small fee per invoice. There is of course some retraining required during implementation.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • TJ from Settlers Hospitality Group

    Specialty: Food and Beverage

    Number of employees: 201-500 employees

    February 2018

    Manage all service and maintenance issues in one spot

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Easy to use, simple, tracks vendors, WO numbers, statuses, etc. Mobile app helps check on issues away from restaurant.

    Cons

    Customer service isn't always as efficient as they could be. Not always on the same page as tech coming out to fix/repair/replace issue at hand

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Matt from Foresight Sports

    Number of employees: 51-200 employees

    October 2017

    Simple to understand and use to invoice customers and contractors alike.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Easy to use and will help to make any team more efficient and organized for all invoicing and work order needed. Definitely helped my team with organization and reminders.

    Pros

    This was implemented by a large customer of ours to assist with handling invoicing. We have since been able to expedite and work through our payments and invoicing more efficiently than before.

    Cons

    Wish that searching for existing Work Orders was easier or partial/filtered searches would be nice. Beyond that the flexibility and information provided with each Work Order is helpful.

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

    October 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    Number of employees: 1,001-5,000 employees

    October 2017

    Strong end user experience, but with a slightly complicated back end

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Service Channel was our mode of communicating all site level service/maintenance needs for 2 years until we switched to a different service. From an end user experience, SC allowed a great deal of customization in pulling reports, had a mobile app (that actually worked even better than the parent web based app) and was very functional for daily use in regards to submitting tickets.

    Cons

    The back end of SC, however, was much more difficult to manage and integrate into a large company. We ultimately switched to software we were already utilizing for other purposes that had service ticket abilities.

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

    Specialty: Retail

    Number of employees: 11-50 employees

    March 2017

    Absolutely the best FM product on the market

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Their very developer friendly API makes it very easy for us to move data from ServiceChannel to our application.

    Cons

    We have not experienced any problems with ServiceChannel thus far, all of the API's are well documented and their support engineers are readily accessible.

  • Stephanie from AIE Inspection Services

    March 2017

    Best in Class

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Of all of the Platforms available for the Retail and Restaurant Industries, Service Channel is the easiest to use and provides the greatest transparency. Integrations with your current systems take time and planning to get it right, like with any roll-out; but once in place, Service Channel stands out because hours of training and webinars are not needed for users. Basic use of the system is pretty intuitive. We highly recommend Service Channel both to Clients and Contractors!

    Review Source: Capterra
  • Jeanne from Eyemart Express

    Number of employees: 1,001-5,000 employees

    March 2017

    Service Channel

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Klori from Comfort Systems USA Strategic Accounts

    Number of employees: 5,001-10,000 employees

    March 2017

    Not sure what this mean?

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall great system. Wish it had: 1. Better reporting tool 2. More options on the "Clients" tab in the Fixxbook - such as deactivate a customer or option to refuse customer terms. 3. Modernize the layout - make it easy to read.

    Review Source: Capterra
  • Bryn from Cafe Rio

    Number of employees: 1,001-5,000 employees

    March 2017

    Great software, features, and network!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Service channel is fantastic. One of the most stand out features to me has been working directly with their programming team to both suggest improvements and custom spec files so the system works well with our other in house systems. They've got the best reporting capabilities of any similar platform I have seen and a huge network of vendors. They have helped is lower our overall r and m costs as a company.

    Pros

    Ease of use. Reporting.

    Cons

    Lack of easy access to advanced training for people within our organization without much coordination.

    Review Source: Capterra
  • Mike from MJL Facilities Management Services

    March 2017

    MJL ServiceChannel Reveiw

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The service Channel platform has certainly enabled me to do "More with Less" and be more efficient in serving the facilities management needs of stores. Serves as excellent one stop spot to monitor all that is going on within entire store portfolio. In addition, reporting and analytics features have allowed for more accurate planning and budgeting. Great tool...Excellent support!

    Review Source: Capterra
  • Trish from TUMI

    Number of employees: 201-500 employees

    March 2017

    User Friendly

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Over the past 7 years I've been with Tumi, Service Channel has expanded and refined the website and functionality within. On the front end it is a fool proof, easy to use site that requires little to no skill...there is value in that alone, especially when there are all levels of staff using the system. We have also recently expanded Service Channels use within our company with much success. From a managerial standpoint it has been a tool I could not do without.

    Pros

    Ease of use for the facilities team and for the store team.

    Cons

    I don't care for the new invoice layout.

    Review Source: Capterra
  • Mark from Burlington Stores

    March 2017

    Service Channel Use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Service Channel provides an easy to use format to support both stores placing work orders, corporate to review and dispatch and also for vendors to work their end. Provides history to review when needed. As long as all use as intended, valuable tool for expense tracking also.

    Review Source: Capterra
  • Joshua from Kohl's

    Number of employees: 10,000+ employees

    March 2017

    Easy experience for stores

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    What we like most about the system is how easy it is for the stores to use and submit issues. It is important since there are often a lot of employees and not all of them can be trained specifically.

    Pros

    Easy to use once it is set up.

    Cons

    Changes to issue lists, trades, and providers can be confusing for someone that does not need to make updates regularly.

    Review Source: Capterra
  • Joel from Curo Financial Technologies

    Number of employees: 1,001-5,000 employees

    March 2017

    Best CMMS Platform out there!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We've been using Service Channel for five years now and I don't know how we'd get along without it! It's a very intuitive program and gives us more data in more ways than we could think of on our on.

    Pros

    Intuitive. Complete. Easy.

    Cons

    Provides a ton of information. More than we know what to do with.

    Review Source: Capterra
  • Aaron from RMH Franchise, Applebee's

    Specialty: Food and Beverage

    Number of employees: 1,001-5,000 employees

    December 2016

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

  • Neil from Nextore

    Specialty: Retail

    Number of employees: 10,000+ employees

    November 2016

    My review.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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