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Mac OS, Web browser (OS agnostic), Windows 8About Service Fusion
Service Fusion is an all-in-one, cloud-based field service management software. It caters to service contractors and businesses of all sizes across multiple industries. Service Fusion offers field service management, VoIP phone solutions, GPS fleet tracking, credit card processing and mobile applications within a suite. Primary features include customer management, estimate & job creation, dispatching, scheduling, invoicing & online payments, inventory management, time tracking, field/mobile app, customer email broadcast, and more.
Service Fusion helps users manage job assignment and scheduling. Users can also view product catalogs, handle payment processing, track sales revenue and commission reporting, and access integrated voice and text messaging....
134 Reviews of Service Fusion
Average User Ratings
Overall
4.49 / 5 stars
Ease-of-use
4.5
Value for money
4.5
Customer support
4.5
Functionality
4.0
Likelihood to Recommend
Not likely
Very likely
March 2018
Brandon from StreamSend
Verified Reviewer
Company Size: 11-50 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
March 2018
If you have a sales team that is mobile and on the road this is an incredible platform.
Pros
It's very intuitive and has more tools and most businesses will need. It's very easy for salespeople to use and if they are not able to use it that's a good sign that you should be looking for a replacement.
Cons
There are a lot of options that can get a little bit overwhelming. The learning curve is a little high but that's due to the fact that there are so many tools available.
September 2020
Jennifer from Downey Plumbing Heating Cooling & Electric
Company Size: 11-50 employees
Industry: Construction
Time Used: More than 2 years
Review Source
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
September 2020
Service Tech & Office friendly
They were super about the initial training, and have consistently tried to answer any remaining issues. We began to be able to have our techs collect credit card payments; awesome for both office & customers!! Data from the old system transferred over, mostly without any issues. The continual updates, which are largely in response to customer/user requests is a plus. You don't always get what you want, or as fast as you want it, but they are definitely trying to meet the most important, common user needs.
Pros
Better dispatching than what we had before.
Cons
Reports aren't all that they need to be, but can download info to Excel & manipulate most data
Reasons for Choosing Service Fusion
It was less costly, communicated with Quickbooks, and offered what we were looking for.
Reasons for Switching to Service Fusion
It was time to upgrade. At that time, Wintac/Davisware, did not offer the cloud/tech user the ability to do as much in the field. We liked the attitude of Service Fusion's salesperson (didn't promise what they didn't have, but did show us viable alternatives and talked about what was in development). Plus he was clearly knowledgeable about all aspects of the system. Also, it would integrate with our Quickbooks software.
March 2017
David from USA Electric & Solar
Company Size: 2-10 employees
Industry: Construction
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
2.0
Value for money
1.0
Customer support
3.0
Functionality
3.0
March 2017
This software is not ready for work.
First I would begin saying that this software looks great on the demo presentation. But after you start working with it, you dive into a huge pile of issues. We have used this software for several months and the only thing that I can say is "waste of money" besides the monthly payments we have invested hundreds of hours in importing our company's data into the software and setting up the work structure. All along it was a bumpy ride. We started noticing "issues" that were critical for any company's workflow, but when spoke to their tech support, all those "issues" became "features". The tech support people said to me that they are coming out with a new system that had been completely rebuilt from the ground up. When asked when will this system become available, nobody knew. The fact of the matter is that if the software was good, why would they need to redesign it entirely? They know that the system is problematic, but refuse to admit that in public. If you are ready to spend alot of money and time, this could be a great adventure, but if you are looking for a real working field service management software for your business, look elsewhere. Good luck.
Pros
It looks like a perfect fit for our business model. We liked the option that the technician on the field can capture pre and post work signatures.
Cons
The technician mobile app does not have any way to work offline. The app is full of bugs and not functunal at all on the field. The online system is very cluttered to work with.
Response from Service Fusion
Replied March 2017
Hi David: Thank You for your feedback. We are not without flaws and we definitely don't claim to accommodate every workflow, but we try very hard to make it work for everyone who decides to give us a shot. We wouldn't have over 1,000 paying customers with a "great demo" alone. I understand it's important to you, but offline support is a feature, not an issue. There were other things on your list that we simply didn't do. It wasn't a feature that was "broken". It just wasn't available. Our V2 features more than offline support. It has a built-in VoIP phone system, a CRM, email, progress invoicing & more. Everything our customers asked for. And it uses the latest tech available today, not two years ago. We rebuilt from the ground up because it has a completely different architecture. Phone manufacturers roll out new phones every year not because the last model was bad, but because the new model is better. I am sorry we couldn't be a great fit for you at this time. Max
November 2020
Paddy from Harris Plumbing Inc
Company Size: 11-50 employees
Industry: Construction
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
November 2020
Love the product but REALLY LOVE the support team - Thank you [SENSITIVE CONTENT HIDDEN]
Extremely happy.
Pros
The communication tools for both the clients and our techs in the field. We're still learning more great features every day and experimenting. Love how they are constantly adding new features and easy explanations of how to use them. When we have questions, and we often do, the support team is amazing!
Cons
We're in the process of learning more about the great features of Fusion. There is a lot here that we're not using yet... yet.
Reasons for Choosing Service Fusion
The demo was top notch and looked super user-friendly. Our plumbers are out in the field and they need a really easy system in order to give our office the info we need to service our clients in the manner in which we require.
Reasons for Switching to Service Fusion
Jonas was old-school and hard to both administer and use.
March 2020
Carla from MY LOCAL PLUMBER
Company Size: 11-50 employees
Industry: Construction
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
March 2020
Wow, great product and great support!
We were skeptical about switching from one online program to another for our dispatch and billing needs but holy cow, so glad we did! From the beginning they have been so helpful. We can now look customers up by address, phone number, etc... We can add contacts for each job location, as many as we want, we can add service locations with notes, as many as we want... The accounting portion, unpaid invoices etc... is great. Being able to figure out what jobs haven't been billed out is simple. This program is helping us be more efficient, collect money faster and thus buy new equipment sooner. There are so many options with this program, it's truly amazing.
Pros
It is hard to say what we like most about Service Fusion because all the parts work together to help our business function at it's best. Maybe the customer support. They actually want to help us, can help us and know what they are talking about. They give answers instead of the run around, every single time without fail. It is truly amazing and compared to other programs we have used it is night and day the level of expertise and perfection.
Cons
The video tutorials. They were a bit torturous. Watching a video of a learning session that lasts a couple of hours while trying to run an emergency service company and take care of customers is asking too much.
Reasons for Choosing Service Fusion
The program was very well thought out. Everything was considered. It seemed like the programmers didn't think any task was too much to ask, they did it all.
Reasons for Switching to Service Fusion
There isn't enough time to explain why we switched. Main reason was jobs that require additional site visits. Every site visit sends over to Quickbooks whether it's an invoice or not. So we had hundreds of invoices in QB that the bookkeeper continuously had to ask us about, is it an invoice or just another HCP mess. Also, the Housecall Pro support community had very little knowledge of their own program. Most times we would figure out the issue before them and just got tired of training their employees.
