--- title: "IFS FSM Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of IFS FSM. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if IFS FSM is a good fit for you!" source_url: "https://www.softwareadvice.com/field-service/astea-alliance-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Field Service Management Software](https://www.softwareadvice.com/field-service/) / [IFS FSM](https://www.softwareadvice.com/field-service/astea-alliance-profile/) / IFS FSM Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/field-service/astea-alliance-profile/) Reviews [Alternatives](https://www.softwareadvice.com/field-service/astea-alliance-profile/alternatives/) # IFS FSM User Reviews ## Reviews summary - Overall rating: 3.8/5 - Total reviews: 27 ### Secondary ratings - Ease of use: 3.6/5 - Customer support: 3.8/5 - Value for money: 3.8/5 - Functionality: 4.1/5 ### Rating distribution - 5 stars: 4 reviews (15%) - 4 stars: 16 reviews (59%) - 3 stars: 6 reviews (22%) - 2 stars: 0 reviews (0%) - 1 star: 1 reviews (4%) ## IFS FSM customer reviews Showing reviews 1-25 of 27 (page 1). ### Astea Alliance Review - Overall rating: 4/5 - Reviewer: Natalie G. - Verified reviewer: Yes - Industry: Construction - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I would recommend this product to other businesses. It is a great tool to track employee hours, material prices and so much more relating to jobs. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I like all of the information that is available related to each specific job. We use Astea Alliance for "break-fix" or "service" jobs, which are smaller jobs. I working as an Accounting Specialist and I bill several of these jobs in Astea every day. I enjoy being able to see location information for the project, the price of services and material, all of the actions that have been taken during the lifetime of the project, etc. We also use the attachment function a lot to provide backup documentation for the project. #### Cons My least favorite part about this software is that the search functions can be a little finicky and you have to be very specific with what you are searching for when using the search function in Astea. --- ### Great all in one product. - Overall rating: 5/5 - Reviewer: Daniel K. - Verified reviewer: Yes - Industry: Supermarkets - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I have worked with many companies, but nobody has provided the exceptional support that Astea has. Our project manager is extremely dedicated, and their development team has been able to create customizations that we were told by others was not possible. They have always been able to help us quickly, and resolve any issues we have had. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The Astea Enterprise product is a huge leap in automation for our company. The advanced workflow application saves our team members times as we can automate tasks that our team would normally do manually. The customization support allows us to set the application up in a way that is easy for our team members to learn. #### Cons The only complaint I would have is about the new Manager Workbench. It is rather slow, and missing some features for our dispatchers to properly use it correctly. This is a new feature so I am sure that Astea will be adding more options soon. --- ### User Review - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Consumer Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. MANY features and capabilities - AWESOME! But there's way too many steps required to complete necessary tasks. #### Ratings breakdown - Ease of use: 2/5 - Functionality: 5/5 #### Pros MANY features and capabilities. More than I as a user will ever need. #### Cons There's way too many steps required to complete necessary tasks. --- ### Loaded with features, can be a bit overwhelming - Overall rating: 4/5 - Reviewer: Patrick R. - Industry: Telecommunications - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Astea Alliance is a full featured field service software that covers almost every need you may have. It can be customized to an organization's particular needs and procedures, and integration is available for a number of back-end systems. While it is full featured, it can at times be overwhelming to learn if you try to implement everything at once. Best method is to start with the basic feature set, and add to it once you are comfortable. Astea continues to work on making the software more customizable by the end user, but there are many things that will require the help of the developers at Astea. This is discouraging as the hourly rate is high and can get very expensive. It would help to have someone on staff that is tech savvy and has some programming knowledge including being well versed in SQL. Overall, you will be hard pressed to find something you need that Astea Alliance won't be able to handle, either out of the box or through customization. Proper set up and implementation in the beginning will go a long way. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros The software offers a full feature set and can be used in a number of industries. The mobile component allows real time data entry from the field for instantaneous feedback. #### Cons Because it is very comprehensive, it can be overwhelming to learn. One step at a time is a good philosophy. There are also many things that will require assistance from the folks at Astea, and there is usually a charge for the assistance which can get quite expensive. --- ### Service Order Module within Astea Alliance - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Professional Training & Coaching - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The service module in ASTEA covers all scenarios you could have in workforce planning, billing, invoicing and inventory management. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Workforce planning with the dispatching console in ASTEA is a very self-explaining tool. A perfect visualization of the workorder status, travelling allows to plan highly efficient. Service Contract Setup is extremely flexible. Once set up, pricing is completely automised. #### Cons The system speed is someties very slow. Especially in Australia. The pages are sometimes overloaded with fields and buttons that are required in only 10% of all processes. --- ### Support is good during our current implementation. - Overall rating: 4/5 - Reviewer: Deb M. - Verified reviewer: Yes - Product usage: Used daily for more than 2 years - Reviewed: January 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The benefits of Astea include real time inventory, Field Service accuracy, and a solid view of the customer activity. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Astea Alliance is easy to use and provides a full picture of the customer and all activities. The mobile application has made the field service function fast and easy. Astea team is easy to work with and very helpful. #### Cons I feel it takes too long to get a customization through the process. Would like to see a quicker turnaround time in changes made to the software. --- ### After customization the application is very powerfull. - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Full digitial service management process. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I like most that the application follows the ITIL approach. Also very helpfull is the embedded BI. The split of functionalities into modules. The user friendly mobile client and a "fully digitalized service management process" from call logging to invoicing. #### Cons The split between the mobile client and employee portal. The "ERP look&feel". Features within the self service portal. --- ### Good Platform for ticketing - Overall rating: 5/5 - Reviewer: Gopi N. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Field engineers can use the mobile app to get the tickets and resolve the tickets. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of use and there are many functions. #### Cons it is slow because it needs to load the fields. #### Reasons for switching to IFS FSM not sure, the decision was from the management. It was a good platform also --- ### Astea Alliance Debacle - Overall rating: 1/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used daily for less than 12 months - Reviewed: January 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It was a great exercise in what not to do. #### Ratings breakdown - Ease of use: 1/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros The software has some features that could make it a huge asset to business. It offers multiple modules to cover a variety of scenarios and processes for daily business. #### Cons The product was unreliable and and could not perform to a level that would benefit our organization. Customer service was poor, and excuses from Astea were plentiful. It was a painful experience that we devoted a huge amount of resources to with no return on our investment. We ended up resorting to a different software. --- ### Business Analyst to support Astea and provide IT support. - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used daily for less than 12 months - Reviewed: January 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Too early for me to give feedback. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Search capabilities. Flexibility to support multiple business rules. Technical tools such as Escalations and imports to extend capabilities. #### Cons Ongoing intermittent issues and Inability to troubleshoot. Only been using Astea for less than a year so still learning capabilities. --- ### National Service Director - Overall rating: 4/5 - Reviewer: Brian C. - Verified reviewer: Yes - Industry: Pharmaceuticals - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Painful to get started, but, provides great insights into service events. We were not able to fund a dedicated implementation team which was not clearly communicated prior to purchase. Four years into our implementation, we are finally getting the ROI we had hoped. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 4/5 #### Pros Flexibility Informational retrieval PM batching Exporting features #### Cons Mobile (we need to upgrade to 14.5) Core reporting Certain modules navigate differently Upgrade complexity --- ### Been Great for Us - Overall rating: 4/5 - Reviewer: Christopher R. - Industry: Machinery - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Coming from an organization that had an outdated service platform...ASTEA has been amazing. We are able to manage customer information, technical information, logistics, and call routing all from one place. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros ASTEA Alliance allows for multiple options and good functionality when it comes to meeting the needs of our business. We are able to quickly implement changes and give our field personnel additional features to meet internal and external customer needs. #### Cons We had some bugs initially when upgrading to a new version. The support for the resolution of these issues could have been faster. --- ### Reliable, easy to use software. - Overall rating: 4/5 - Reviewer: Jody M. - Product usage: Used daily for more than 2 years - Reviewed: January 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Astea has some powerful background processes that has allowed us to reduce order turn dramatically and reduce inefficiencies dramatically. The data held in the background is solid, which has enabled more accurate reporting. #### Cons Occasionally the service processes running on the server will run away with themselves, leading to RAM bottlenecks that degrade server performance. Records can lock the user updating them into the service order and not release them correctly, leading the record to not be usable before an Administrator has intervened. --- ### My Astea Alliance Review - Overall rating: 4/5 - Reviewer: warren b. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros What I like most about this software is that it increased our productivity and allowed us to track our customer calls/issues as well as our installed equipment. #### Cons Least likable quality is when one experiences errors within the software, the explanation is not always clear to resolve the problem. --- ### Astea for Service - Overall rating: 4/5 - Reviewer: John D. - Industry: Machinery - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We have been able to simplify our processes and grow our business by adding Field Engineers without the need to add overhead. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The capability of the system is very good. There are many features we have yet to take advantage of since we implemented. The capability and flexibility is what I like most. #### Cons The advantage of having a lot of capability is that it takes time to uncover all of it's power. It's strengths are also it's weakness. --- ### Astea service module - Overall rating: 4/5 - Reviewer: Gordon H. - Industry: Consumer Electronics - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great support always timely and helpful know their product #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It’s very comprehensive and performs a great deal of background checks in terms of warranty claims takes out a lot of manual work #### Cons Takes a while to understand the backend of the software as an admin is is a little complex --- ### Decent software for documenting our tickets but can be improved - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 3/5 #### Pros Can be very good to businesses who are documenting service tickets but for large scale companies, I would not recommend due to reliability. #### Cons As stated above, there was some reliability issues with the software. It was down quite often and we had to enter in all of our documentation again and it was a hassle. For a serious large scale usage, I would recommended another tool --- ### ASTEA Review - Overall rating: 5/5 - Reviewer: Mark B. - Industry: Industrial Automation - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Dispatching functionality plus overall service management are excetpational however typical sales functionality is lacking. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Very functional and higly configurable and supports our overall service operations #### Cons Too many configurable functions makes it slightly difficult to setup and utilize --- ### Working mans software - Overall rating: 3/5 - Reviewer: Mark C. - Industry: Construction - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The Astea team has been good to work with and are always looking for new advancement ideas for the system. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Astea is a good system to dispatch and schedule “break fix” service calls. #### Cons The system is not great at scheduled maintenance and inspections. --- ### Our engagement with Astea and the result of our implementation has all been very positive. - Overall rating: 4/5 - Reviewer: Jaime S. - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Workforce management and scheduling/dispatch in a single system of record has reduced costs in our organisation. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Ease of configuration and customization (e.g. the ability to easily add fields and functions the service order UI). #### Cons The lack of ability to create user generated reports across different (e.g. combine data from service orders, activities and checklists). --- ### Astea Alliance - Overall rating: 5/5 - Reviewer: Gordon H. - Industry: Business Supplies and Equipment - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Very good product #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It’s ability to qualify warranty claims and validate their authenticity by doing all the background checks #### Cons It’s backend functionality is quite complex --- ### VP - Overall rating: 4/5 - Reviewer: David D. - Industry: Gambling & Casinos - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. No major issues at this time. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Flexibility and Astea support. Leader is the service space #### Cons BI reporting needs a lot of work to become a leader. --- ### Good Application - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Research - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 3/5 #### Pros Customization and scale ability make this a very flexible and capable program. #### Cons Some functions are overly complicated requiring too many "clicks" to accomplish a simple task. --- ### ASTEA overall - Overall rating: 3/5 - Reviewer: David S. - Industry: Legislative Office - Company size: 501-1000 employees - Product usage: Used weekly for less than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great tool #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### Pros Easy to sort through owners or agents. I use it to find job numbers when I know which agent is working on a job . #### Cons For some reason I am not able to sort ticket numbers from high to low or low to high. --- ### Keeps kicking me out - Overall rating: 2.5/5 - Reviewer: Lisa O. - Product usage: Used unspecified for less than 12 months - Reviewed: May 2015 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 2.5/5 - Functionality: 3.5/5 #### Pros I do like this product. My note 4 went thru updates. After that I get kicked out of this app up to 30x a day. It's a pain when I'm trying to complete service calls. #### Cons Keeps kicking me out 20 to 30x a day. I try to complete my service calls and have to wait to log back in. ## More reviews [Next reviews](https://www.softwareadvice.com/field-service/astea-alliance-profile/reviews/?page=2) --- IFS FSM Reviews, Pros and Cons - 2026 Software Advice