Reachout from an old school service company perspective

The best bit, after using the system, is getting on board with the support team. I have a guy called Susheel dealing with my support and he's great. In fact, he appears to think about every conversation after it has long passed, and anticipates my next issue long before I do! Try and tie up with him, as he is practically another member of our team here....!

Pros

Finally getting rid of paper and having all info at our fingertips. Reachout has a solid core functionality, and with careful info input, you can make the system as easy or complex as you need. We started with basic info using the test setup and have now started afresh with real time data. What we like is the fact that you can start by inputting basic fields, and as time and need grows, adding more in-depth information is a breeze. As a service company, we have loads of clients, with each having several "entities" or assets. The Reachout suite handles this troublesome area with ease, and this "ease of implementation" module alone is something you will be pressed to find elsewhere. Additionally, it constantly updates you on successful data input, and very quick to tell you if you made a mistake - nice one! Support is great, and the guys are very keen to help at all levels. Try it out now, as if you do....you'll see what I mean! Great system

Cons

There is very little "not" to like. In fact, I would describe it as a true working software, delivering everything you need - all you do is make it yours with setups, your data, what you want to know etc.

Awsome Support when you need it the most!!!!

At times its very frustrating when things don't work but with the high level of support and very quick response time this is tolerable. This software will be a HOME RUN once the kinks are worked out.

Pros

The very best thing is the level of support, doesn't matter if you have a free account or not the ReachOut Suite team is there to help. When we started to use this app we had a tremendous amount of issues with getting things to work properly. With in 24 hours we had direct feed back and a phone call to get things fixed.

Cons

I feel there are some basic features that are lacking. First you don't have your invoices being sent through your own email they are all from @reachoutsuite which confuses my customers and they get sent to the spam folder. The work around is just informing all my customers to look for this email address. Susheel has informed me that they are working on getting this so that when you email the invoice it will be from your company email but will only be implemented with a paid subscription, (300.00 a year at the time of this review) This is very inexpensive for FSM software.

Good field management software!

We solved the issues with double data entry, as well as logistical issues. We can see where our technicians are to better assign them jobs. We can also look up past work order histories easily. Overall we are quite impressed, and tech support has been working with us to improve the product.

Pros

Cloud based software, I can work from anywhere. Our technicians find it very easy to use the app. Easy to keep track of work order status. Saves us time!

Cons

Some bugs that need working out, some inflexiblity in the software. I wish there was more streamlining when preparing invoices, and a option to directly use our own email program. Would be nice if we could use our own self generated invoice numbering format, would also be nice if customer locations that are different from main billing address were printed on the invoice.

Brilliant ideas here!

From inputting customer information to creating clear and informative tickets to work orders with geo location info and beyond, it is obvious to me that these devs definitely have done there research thoroughly. and are going places fast! I forgot to add they have a brilliant support crew too. Patient, understanding and flexible too. Ticks all the boxes for me :)

Pros

The biggest aspect I like about this software is its adaptability. I find it reassuring to know that not only can I input my customer base base but I can also edit certain parts of the software to produce things that relate solely to my profession. e.g make checklist templates for my Techs that provide information they need, to perform the different services required of them.
I also love the pipeline view for the work orders, because I can see at a glance everything that is being worked on, waiting for parts, or waiting for customer approval etc. . . Its all there! Great stuff!

Cons

The only thing I disliked about this software package was the lack of ability to be able to add our own custom columns in various areas such as customer base and inventory. . .but I’m sure the devs are listening and will find a way to accomodate these requests sometime soon.

Brilliant App

We had the usual problems with service engineers not filling in time sheets and work order sheets on the day and then trying to fill them all in at the end of the week. Now they can't leave the job without completing the forms and there time on the job is automatically logged. Brilliant! Customer service has also been fantastic any tiny issues (usually of our own making) have been sorted quickly and easily.

Pros

Ease of use. Brilliant value. It has everything.
We can track our engineers, direct them. Get customers signatures on work sheets instantly. Add photographic evidence of repairs needed or damaged parts that had to be replaced. All this information can then be sent to a customer in a very professional looking report.
Despite initial resistance, the service engineers are loving the app. It makes their job a lot easier. No repitive paperwork and ease of use. Saves time and money!

Cons

Haven't come across any cons yet and we have been using this for over three months successfully.

Software is user friendly, compatible with our needs- TOP NOTCH all the way!

Benefits are endless!

Pros

Software is very easy to use in the office and in the field. Reach Out is always making improvements and adding new features on a monthly basis! Customer service is amazing- they answer within minutes and even call me to check in! I tested at least 6 programs and Reach Out Suite in my opinion far exceeds any other! They even take into account your specific business needs as far as functions and adds them to the software- TOP NOTCH from the software to customer service!

Cons

I honestly do not have any cons on this software. Any issues I may encounter, customer service addresses them within the hour and any features that I am needing, they work to add to the software.

Almost the perfect solution

It was almost the one, but it just couldn’t hold up to the competition.

Pros

Inventory tracking, scheduling, work order management, asset tracking, etc. It seems like the total package at first blush, and for many this would be a really usable service.

Cons

There are so many pinholes in it. Bugs, missing features that are dealbreakers, etc. We almost used the software anyway because the price is so great, but I mporting parts and customer information from a CSV is such a nightmare that we stopped using it altogether.

Perfect solution for Maintenance reports and Scheduling jobs

Pros

Very flexible software and perfect communication between office and site workers.

Cons

Could find enough information how to customize the software, but contacted the team through the chat and answered all my questions very promptly!

Great customer service, easy to use

Improved efficiency in the office and field

Pros

Customer support has been amazing, The software is very easy to use and requires minimal training for all involved. The team are always looking to improve the package and take all feedback seriously.

Cons

Has some minor limitations with reporting apart from that an awesome package which will improve your efficiency in the office and on site.

This program keeps communication, organization, and useful form system

More efficient communication between the office and field crew

Pros

the communication between our office and the field crews, Pinpoint time line when orders are due, pipeline the ability to move work order from different statues

Cons

the photos system. it isn't easy to just download photos you have to download the whole report .....

Overall easy to use and get up and running quickly

Pros

The fact that I could get an app for my phone. I felt this made life a lot easier while on the go since I travel a lot and work from home.

Cons

Some of the data was confusing at first. I did get the hang of it as time went on. Though I think this could be improved upon in times

Great customer support. They answered my questions very promptly.

Pros

It was simple and fast to get my team using the app. The app is easy to learn and administer across the team.

Cons

The HELP info was hard to find. Other than that the app is great and will improve with future releases.