I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise.

We are still in the implementation phase, but are very pleased with what we have experienced so far. This application is easy to use and serves all of our needs.

Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries.

The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible.

This product stands up against the Goliaths at a much better price point and value. It is gaining rapidly on the top two competitors, and for very good reason.

Currently we would only have a single admin working at a time but the idea of stepping on toes and overwriting someone's work worries me.

It's slow, unusable, the reporting stinks. It takes 5 clicks to view an email on a ticket that someone submitted.

Nothing - I have used a number of help desk systems over my 20-year IT career.

Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything.

The dashboard can look busy and is difficult for newer users to navigate. Training is necessary for new users as there is a bit of a learning curve.

Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Implementation and additional integrations can be difficult (as with any product).

Total Cost of Ownership is the best in the industry.

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused.

It seems like this ticketing software has the ability to become very powerful analytics tool. It also provides basic functionality.

The overall experience has been good, the product is excellent, but you need to invest  additional money for the implementation.

Cost and ease of use are the main reasons we like Cherwell.

User friendly - a tutorial and a few times using it and usage becomes smooth. We also love the support team.

I am quite happy with the Service. After all of the bugs got sorted out, it has been amazing to use especially for the day to day operations.

I like that it is easy to use, and I am able to find what I am looking for very quickly.

A database of a companies real time pricing, customer discounts, and any item a tech could need at the techs fingertips would be awesome.

I enjoy the ease of use and organization it lends itself to, by being paper free.

Overall, the software is great. Our customers love the ServiceLink feature and those that are signed up for the ServicePortal love it.

The software has good integration for back office use.

This easy to use online software allows for us to quote customers and track service progress easily between the office and on the field.

Gone are the days of the paper inspection forms that come back to us all dirty, torn and unorganized.

The seamless integration with Sage Intacct by leveraging the dimensions for great reporting and insight.

Quoting straight from our technicians completed job helps us make sure we are not dropping opportunities, which improves sales and improves service to our customers.

I am secure in knowing that customer service will always take care of my issues. I love the fact that training is available as well as a well-regulated wiki.

Sometimes the system has some lag time and trouble uploading some of the paperwork.

ServiceTrade has a great product that is intuitive to use. Since we subscribed 4 years ago they have continued to expand on the capabilities with updates to the software every 2-4 weeks.

We have been with Service Trade for about 8 months and are very happy with our investment at this point and we have just scratched the surface of what this system has to offer us.

Not much to say here but that it is not designed specifically for fire protection companies so we had to customize to our processes.

I am solving the problems of scheduling jobs for on time appointments. It was a nightmare before Service Trade.

I love it since day 1 i was super happy and excited this made everybody  job much easier.

There are a lot of companies out there trying to solve the same problems.

I love the fact that I can bill in less than 24 hour after job completion. This App also helps keep track of location of all techs, which helps cut cost for emergency service.

The ease and simplicity the program is to use both on the administrative side and the field side.

Asset management and reported deficiencies are fantastic for both customer service and generating future revenue.

Plus if the technician doesn’t know where to go it goes right to maps for directions. Like I said it’s a great app.

Does not always integrate 100% to QBO, failed invoices with no real explanation (maybe 1 in 20 occurrence).

US Dollar

Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes.


Cherwell Service Management supports process customization that allows departments to tailor the solution according to their native workflow processes.


The solution provides users multiple ITIL verified processes such as incident, problem, request and event management. It also enables users to leverage ITIL service transition processes including change, configuration, release and deployment management.


Cherwell Service Management provides IT self-service portal that automates request fulfillment and consolidates multiple independent portals in a single site. The dashboard enables users to spot trends, eliminate bottlenecks and comply with service delivery guidelines.


Cherwell Service Management is available on a pay-as-you-go subscription model. Perpetual license is also available for a one-time fee in case businesses wants an on premise deployment.


Support is available via email, phone and through webinars and Cherwell’s online community.



LongDescription

Support Ticket Management

Milestone Tracking

Status Tracking

Customizable Reports

Contract/License Management

Change Management

Portfolio Management

Project Management

Procurement Management

Knowledge Management

Resource Management

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Data Import/Export

Problem Management

Self Service Portal

Configurable Workflow

Cost Tracking

Dashboard Creation

Requirements Management

Performance Metrics

Service Catalog

Maintenance Management

Configuration Management

Support Ticket Tracking

Role-Based Permissions

Client Portal

Workflow Management

Real-Time Updates

Email Management

Budgeting/Forecasting

Asset Tracking

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Knowledge Base Management

Data Visualization

Time & Expense Tracking

Service Level Agreement (SLA) Management

Chat/Messaging

Availability Management

WYSIWYG Editor

Dashboard

Audit Management

Alerts/Escalation

Customizable Branding

Asset Lifecycle Management

Compliance Tracking

Reporting/Analytics

Monitoring

Feedback Management

Supplier Management

Customizable Forms

Requisition Management

Incident Management

Drag & Drop

Project Planning

Third-Party Integrations

Task Management

Release Management

Inventory Management

Windows 7

Windows Vista

Windows XP

Mac OS

Web browser (OS agnostic)

Windows 2000

Windows 8

Pricing information is available on inquiry.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

Cherwell Service Management

In Person

Live Online

Webinars

Documentation

Videos

ServiceTrade is the software platform for commercial HVAC, mechanical, and fire contractors that streamlines operations, optimizes field performance, and boosts sales and client retention. During a persistent skilled labor shortage, contractors use ServiceTrade to control the costly chaos of on-demand work and effectively deliver contract commitments. ServiceTrade streamlines service and project operations to reduce administrative costs, optimizes field performance to increase revenue per technician, and boosts sales and client retention to grow margins. Over 1,300 commercial contractors trust ServiceTrade’s 11+ years of experience to help them manage over 13 million assets and invoice over $7.5 billion in revenue annually.

Work Order Creation

Electronic Payments

Document Storage

Activity Tracking

Dispatch Management

Real-Time Monitoring

Task Scheduling

Electronic Signature

Customer Database

Recurring Appointments

Job Management

Calendar Management

Geographic Maps

Scheduling

Mobile Signature Capture

Multi-Location

QuickBooks Integration

Technician Management

File Storage

Mobile Access

Compliance Management

Real Time Data

Routing

Historical Reporting

Preventive Maintenance

Real-Time Notifications

Service History

For HVAC Companies

Reminders

Automated Scheduling

For Commercial and/or Industrial Electrical Contractors

Work Order Management

Mobile App

Billing & Invoicing

Accounting Integration

Real Time Reporting

Inventory Control

Contact Database

Online Time Clock

Payment Collection in the Field

Job Tracking

Quotes/Estimates

Maintenance Scheduling

Document Management

Search/Filter

For Plumbing Industry

Time Tracking

Invoice Management

Estimating

Customizable Templates

Job Scheduling

Customer Management

Automatic Backup

Customer History

Location Tracking

Timesheet Management

Customer Portal

Inventory Tracking

Barcode/Ticket Scanning

Inspection Management

Appointment Management

Contractor Database

Select : $89/month/technician paid annually. Office users free. 
Premium : $139/month/technician paid annually. Office users free. 
Enterprise : $189/month/technician paid annually. Office users free.

Cherwell Service Management vs ServiceTrade

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