Service Fusion Software

Pros

I like how it is detailed and doesn't leave things open to interpretation. The customization of the system is powerful but not over the top Support is just a click away

Cons

Sometimes there are too many steps to complete a task that could be shortened by a few extra links More templates for custom documents would be nice so building your own would be easier

Pros

Ease of use for technicians in the field from their mobile device whether it be Android or iPhone product

Cons

Inability to search globally for serial numbers of equipment that could have been under another customer and products sold on a job

Pros

Its user friendly, its cloud based and its so practical that it makes it impossible to even think about using any other software. It has everything our company needs and whatever we don't have that we really need- the developers work with us to implement our changes- at no extra cost!

Cons

There really isnt anything not to love about this software- its just a matter of getting used to using a new program as well as seeing what fields work best for your company and how it can make your day go smoothly.

Bummed they gave up easily, I guess they focus on quantity not so much quality.

Pros

Great Program, awesome features, pricing for the program is reasonable. The staff was quick to sign us up.

Cons

The setup, training, and customer support is a big issue if you are not familiar with this program. Their training to use this program is limited to scheduled screen sharing tutorials. If you want to have their support team to your office and train in-house they will charge for their team's time and for their travel expenses, lodging, and I'm sure other "fees".
Was turned off with the unexpected charges for them to come out and properly set up our system. The sales team didn't show any motivation to work anything out and were quick to cancel our account.

Pros

We like the flexibility - pc, phone, tablet, laptop We like the simplicity for our techs. We like the perfect syncs with QuickBooks, a real plus. We like the instant support with the chat box on the screen.

Overall its a great alternative to mainstream applications at half the price.

Pros

Lots of functionality, very customizable. Can be adapted to multiple industries. Customer support is good and is able to resolve most concerns within the same day.

Cons

Some features are too complicated for day to day use and can be made easier. Some features dont work as intended, but are fixed through escalation.

Pros

Multiple users can be in the system at the same time, add as many field users and office staff that you need

Cons

DOesn't put the calls in order by mileage, the order of the calls that is seen by the office staff is not hte same order as the feild app if there is no cell service you can not access the app,

Pros

Service Fusion has been ultimately the best scheduling software i've used so far. It's been very simple and very organized way to schedule our technicians. I receive a call from the customers and schedule them, after I assign a tech for it, they receive a notification on their phone from the app giving them all the details as to what the service call is for!

Pros

We have only been using this product for 2 months, but so far we are very happy that we switched to it. It supports so much more billing and maintenance plans than our previous product.

Cons

So far we have not had any major issues. The on boarding process is much slower than we anticipated, as you do it all yourself (as opposed to paying huge fees to have the company do it for you).

Pros

It is easy to use and has many helpful features.
Great field app. Recent improvements were made regarding hours techs work.

Cons

When my techs clock in, the location i need to verify is not always accurate or sometimes doesn't show any location
One more con, when a tech no longer works for us i cannot delete their profile.

I enjoyed using this software for the most part. Unfortunately I won't be testing the new version because I have shifted my focus in the Appliance industry.

Pros

Sms messaging. Paperless. Mobile.
I found it was a great step in eliminating paper. As a manager it made it easier to keep track of what everyone was doing. The note taking, reminders and tasks options made life easy when they were issued properly. Customers were very impressed with the use. The company stands behind their product.

Cons

Mobile only worked with a good data connection (being fixed). Wasn't able to track commissions accurately between parts and labour. Could be very slow at times. Tech support and customer support are not quick to deal with difficult problems.

Pros

This product is easy to use for both the office and the field technicians. The fact that it auto sync with our accounting software makes it a must have in my book.

Cons

Sometimes there are issues with the syncing, but the technical support is amazing and always able to solve the problem. The only item that I wish Service Fusion included is the ability to email out annual invoices (for something like monitoring) automatically.

Overall our experience with Service Fusion has been great. It's a tool that will do well for any small service company. I would love to see Service Fusion step up their partnership with larger organizations like ACCA and do more with their on boarding process. We were left to figuring out how to apply the tool to our own processes and how to get the tool to do things we wanted it to do for us. Service Fusion was there for us when we have questions, but a better on boarding process with a consultant to help us set up would have saved Service Fusion teams from less questions down the road and helped us ensure we're using the tool/setting up our own methods properly in the first place. I would still recommend Service Fusion to any small business like ours.

Pros

It's allowed our small business to get more connected with customers and create a better customer database along with new payment portals not available to us before. We are still learning the tool but we've already saved time regarding payroll and getting critical data in the hands of our Technicians when they are out in the field. Connecting the field to the office support team has been critical in ensuring we're providing our best selves to the end customer.

The Service Fusion team has been incredible! They are super supportive and answer any questions we have on any given day within minutes. They have helpful videos and go the extra mile to help in every aspect. Great Team!

Cons

While there are some incredible features that have helped us, there are some limitations and clunkiness that needs to be ironed out. The dispatching views are great but limited to size of screen - having to reduce the overall screen to see our entire team doesn't give us a view of the bigger picture. The phone app doesn't allow this larger picture of schedules when we're out of the office, however the dispatch does connect to Google Calendar to get it but still makes it so we're jumping through multiple clicks to get answers to customers on our availability when we're in the field.

Reporting on schedules and tracking schedules is somewhat limited. There is no good way to handle tracking paid time off (which we offer to our employees) so we are left to creating our own work arounds to track this. We run into our teams forgetting to track their time and needing to update their time on the back end - there are ways to get it updated, but it's clunky - multiple clicks through multiple areas isn't always transparent on method.

We have clients with multiple properties and while the tool supports this model, we would love for it to track the equipment to each property so we're not having to manually look this information up. For us being in HVAC, we need a way to track the size of the air filter for a few of our customers that own hundreds/thousands of properties. Being able to tie equipment to property would be huge.

Our garage door company was looking to digitize our work orders and streamline the invoicing process from our techs in the field back our our personnel in the office. Service Fusion definitely fits the bill - with tons of features and integration with Quickbooks. We do things differently than most businesses as well, so the level of customization Service Fusion has, has really help us make this a great fit. Some of the features we do not use at this time, but they have given us something to look at for the future in terms of running and tracking marketing campaigns, setting up customer portals, etc. Otherwise, we now run our day-to-day out of this platform and it makes tracking our jobs, billing them, and keeping up with our workers much, much easier, and nothing slips through the cracks.

To be honest, the pricing seemed too good to be true compared to their competitors, as well as no additional fee for support - I went into this thinking Tech Support would be lacking - DEFINITELY NOT THE CASE. This is hands down the best support I have received on any purchase I have made. There is no limit to them helping you, and they are super friendly and accommodating. On top of it all, when we asked for things not in the software, they went above and beyond to work with developers to see if it was possible to iterate the software to help us further, and they have been just more than helpful in onboarding and helping us to understand everything about the software. Couldn't be happier!

Pros

Customization, easy of use, customer support.

Cons

I would like to be able to process payments through here without using one of your vendors.

This is a complex program. I strongly recommend the training videos. Things do not seem to work as expected. This program is way too much for a one person shop. Be wary of glitches. Estimates and payments are sorted by day - all months and years are mixed together. Deposits get lost in Quickbooks online causing accounting issues that need to be tracked down and fixed. Estimates that are given to customers are not easy to track down - you need to look for them by global search. It is difficult to find estimates except through the estimate dashboard. I never got the parts part to work - it requires entering parts to the program, then to the supplier then... I could not use it. I don't have enough time in the day to do all the entering. Very slow on a network. Use a fast computer. If your internet goes down, you are stuck. You cannot get your data back. You are stuck with it.

Pros

Handles almost any part of a service shop you can ever require. Handles things I never thought of.

Cons

Very complex interface. Some important details are always off screen, like tax settings for customers. The remote app has glitches and may not work as expected - I am experiencing issues with parent customers. It is hard to follow the status relationship automatics when creating an estimate, then a job and then an invoice. Payments and deposits often get lost in Quickbooks even when Service Fusion says everything updated correctly.

Advice to Others

If you have less than 4 people using this program and don't pay an accountant on staff, you might wish to reconsider. You cannot backup your data and you cannot get your data back except in print and not Excel friendly. (You can make excel files of SOME stuff, but not related stuff like the customer of the job.

I have been a user and administrator of Service Fusion for the past year. I looked and tried various programs but I found none that could match Service Fusion. It is easy to master, has many valuable features from Scheduling, Fleet Management, to Financial Features. My help was able to learn it without much training.
If I encounter an issue or have questions about how to do something their customer service is outstanding. I use this in the electrical industry and am not certain how I functioned without it. I have an MBA and a BA in Computer Science and know quite a lot about programs. In my opinion, there is not a software product that can rival Service Fusion.

Pros

Customer Service, scheduling, fleet management

Cons

The product list needs to be reorganized where new items can be added on the fly and a better job could be done in the grouping of items into a category.

Advice to Others

You can try the first 30 days for free. Take it for a drive and I seriously doubt you will shop elsewhere.

It needs some CRM features which are supposed to be out very soon, and it has some issues with recurring jobs, but the app is great for the maids in the field

Pros

The app and the price

Cons

CRM

Advice to Others

Ask about CRM availability

We recently migrated to Service Fusion and have been thrilled with the customer support and training available for this software!

Pros

I love the ability to pull up information, data, and reports with such ease.

Cons

The main con we deal with is the same anyone deals with when using a cloud-based program. Internet speed or internet problems, but that's an internet issue and beyond the control of this management tool. Also, I wish the dispatch grid view was

Advice to Others

There are probably two or three different management tools that offer the same features and capabilities. My advice is, ask about their customer service and support. That's what sold us on Service Fusion.

I enjoy the simplicity of the product. It was easy to understand from the beginning without any tutorials, yet it holds so much great tools. A real all-in-one software without any complicated coding or coaching needed.

Pros

-East to launch and get started using right away

Cons

-Wish I was able to add more social media links

Advice to Others

This is a great product for start-up companies looking to keep their workflow and customer info organized. Real smooth operation.

I am liking the layout but have much to learn in the way of maneuvering efficiently to all the screens. Patience.

Pros

Cost was really good for the quality of the solution.

Cons

Would like to delete the invoicing/payment portion and may learn how to do that with time.