ServiceBench software


27 reviews(4.0/5)
27 reviews(4.0/5)

ServiceBench Business Management System is a field service management solution designed to connect service providers with their field agents and customers. It offers integrated modules for job intake and distribution management, service management, parts and claims management, reporting and analytics.

The job intake and scheduling module takes care of service requests received from customers, prioritize and assign requests based on resource availability, schedule service visits, notify customers and service reps about the service schedule and more. The mobile app for field reps helps them to track customer's location, note service updates, generate bills and get confirmation for service completion from their customers.

The service management module helps businesses track the performance of services offered by their servicemen. The solution allows users to share real-time stats and post-service surveys with customers to analyze and report on the quality of services offered.

It includes separate accounts and mobile apps for backend supervisors and field agents and is available on per user per month subscription.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 10

27 Reviews of ServiceBench

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  • Lucan from Economy Appliance, Heat & Air

    Number of employees: 11-50 employees

    September 2018

    Jack of all Trades...

    Ease-of-use
    Functionality
    Quality
    Support

    We no longer use ServiceBench due to a myriad of issues between ServiceBench and a specific home warranty company that utilized the software. Each company preferred finger pointing at each other when issues arose and neither company offering a stable fix. Home Warranty companies are known to over complicate things sometimes, so the blame is not entirely on ServiceBench for the issues we experienced.

    Pros

    Upon first glance, ServiceBench has a clean layout and a spot for every possible type of information you could imagine.

    Cons

    Once you get into the meat of the software, there is almost too much going on. There is an overload of information and no clear/easy/intuitive way to navigate the software. The learning curve is rather steep.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Refik from Sacramento Electric

    Number of employees: 2-10 employees

    August 2018

    ServiceBench Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It’s good scheduling tool

    Pros

    The platform layout is great also it could be better

    Cons

    Too many unnecessary details for a simple task

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • ENRIQUE from APPLIANCE AND REFRIGERATION SERVICES

    Number of employees: 2-10 employees

    August 2018

    EXCELLENT PROGRAM

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    IVE BEEN WITH SERVICEBENCH FOR QUITE A LONG TIME AND I DONT PLAN ON SWITCHING TO ANOTHER PROGRAM THIS FITS PERFECTLY FOR MY COMPANY AND IT HAS BEEN GIVING US NO TYPE OF PROBLLEM.

    Pros

    EVERYTHING IS EASY TO WORK ON VERY LIGHT

    Cons

    WE LIKE EVERYTHING ABOUT THE PROGRAM DOES NOT GIVE US ANY PROBLEMS

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Deanna from Capitol Refrigeration

    Number of employees: 2-10 employees

    August 2018

    Great Software for a Service Company

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    They listen to our needs and then try to meet or exceed them.

    Pros

    The ease of Learning the in's and out's of the system

    Cons

    When the program goes off line. Update day is usually pretty traumatic at times .

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • xena from Helix Corp

    Number of employees: 11-50 employees

    August 2018

    work robot

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    very efficient. Love using it

    Pros

    it is easy to use, user friendly . Above all no excess time to notify client of estimate or invoice. just click click click

    Cons

    not enough space on estimate for projects . meaning when doing a project report on an invoice/estimate only a few lines will print out . if you had more than four lines it don't get printed. would be nice to have more email options eg. customer, mfg, extended warranty etc, with a choice to have it all in one place so i can select who to send the email to . Maybe in the customer page choice of more than one email ( a drop down ) to add email addresses ? The reason i say this is because in our line of business we have to send estimates/invoices to different party ( customer, landlord, ext warranty, govt or insurance agents) in order to do this i have to remove the customer email put in the other email, send and then remove and replace . ( defeats the purpose of efficiency) so a few choice to put in those at the time of ticket creation will be awesome, when i have to send to other than the customer , hooray ...just click email drop-down , select who get it and click gone. And option to email the customer without using the choice of invoice or estimate. a button that say email customer . ( like ...hey your part is in, your appointment will be....send. LOL . A robot with the best rated for time and efficiency

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jessica from Emerald Home Services LLC

    Number of employees: 2-10 employees

    August 2018

    It's great but can be a bit confusing

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall, it has been good. Just sort of confusing, I wish it could be simplified so it would make doing these jobs less difficult to complete and submit claims.

    Pros

    That I am able to easily see all of the details of my customers and they are already on a visual schedule

    Cons

    Very hard to navigate. I keep getting emails telling me to confirm that I will be at the job but there's no link or button I can push to get to that same page on the website so I have to go through the email to confirm I will be there. I also don't really know why that is necessary for me to do in the first place. A lot of tedious steps involved. I also have a bunch of "alerts" that don't really lead me to anywhere but I can't get them off my screen. When I called to ask about it, the person kept telling me something that had nothing to do with that and told me to call someone else. So I'm just leaving them there. I also strongly dislike the failure codes and resolution codes because it's hard to find any and the description box doesn't lead to anything.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Joshua from Get In Home Services

    Number of employees: 2-10 employees

    August 2018

    ServiceBench Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall, ServiceBench is great. It's very helpful to track parts and claims and there is tons of detailed information available if you can find it or call ServiceBench help desk for assistance.

    Pros

    I like being able to see the history of past claims. Technician Job Assignment under the Jobs tab is very helpful for my company.

    Cons

    I'm not sure if this is an issue with the software or Asurion's vendors but the parts portal ordering system has been a nightmare. Techs have to expedite part orders almost every time, lots of parts are on backorder and ship times are very long.

    It would also be nice if ServiceBench had the ability to upload files/pictures as attachments that are larger then the current allotment.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Christian from Comfort Wizards

    Number of employees: 2-10 employees

    August 2018

    everyday use for work

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    we use this everyday for one of our work tools and it proves very useful instead of having to do things over the phone

    Cons

    There are some bugs that need to be worked out. it freezes a lot and locks us out and erases our work.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Steve from Allstar Appliance Service

    Specialty: Home Appliances / Electronics

    Number of employees: 1 employee

    May 2018

    some selections unneccesary for my application

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    mostly is basic design , updating and creating claims is easy, simplicity is good completing jobs but complicated to adjust zone management

    Cons

    having to deselect options in claim process that are pre-generated and not applicable to me, but I wonder why there is a new job category when no jobs are ever posted there

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Aimee from Beecroft Appliance Repair

    Specialty: Home Appliances / Electronics

    Number of employees: 2-10 employees

    April 2018

    My experience was lovely.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It is easy to use. The people are very friendly and helpful when we call in. I would say it is easy to use.

    Cons

    Sometimes when we write notes in the customers work order, they do not get read and received. Bt mostly good.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Kim from McNeice and Smith

    Specialty: Other

    Number of employees: 2-10 employees

    April 2018

    Ease of use

    Ease-of-use
    Functionality
    Quality
    Support

    I would like a small cheat book on how to use

    Pros

    The more I learn and use the system the less intimidated I am. Being able to review previous history if any. Also when you forget to enter something
    it lets you know

    Cons

    Bouncing around from screen to screen is very time consuming I had to pretty much teach myself how to use the system

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • James from Beecroft Appliance Repair

    Specialty: Home Appliances / Electronics

    Number of employees: 2-10 employees

    April 2018

    excellent and ease of operation

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    easy tracking of jobs and payments .dispatching very simple to move around jobs and assign them to techs

    Cons

    No cons as of yet system seems to work for us with no problems at all . We will advise in the future if anything comes up

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • jonathan from jnn appliance service

    Specialty: Home Appliances / Electronics

    Number of employees: 1 employee

    April 2018

    A very organized experience

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I find it is very easy to navigate and keeps the calls I have organized very well. My customers are very happy with their precise paperwork.

    Cons

    The performance metrics. The graphics are hard to understand, or possibly I am not looking at them in the correct way.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Carrie from Insurance

    Specialty: Insurance

    Number of employees: 10,000+ employees

    April 2018

    Covers all solution needs

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Its easy to use and flexible enough to cover all my business needs. Service Bench is a comprehensive end-to-end solution.

    Cons

    Some pages take several clicks to get to and the color scheme could use refreshing. But overall it is still a wonderful tool.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Kevin from Brian's appliance service

    Specialty: Home Appliances / Electronics

    Number of employees: 2-10 employees

    April 2018

    Very good

    Ease-of-use
    Functionality
    Quality
    Support

    Great program

    Pros

    Like the app for the phone can add pictures very easy and the desk top works very good like the home menu for that day so you know what is book so you don't miss any calls

    Cons

    When your dispatch disappears you got to go out and come back in and I wish for the phone number was broken up it is hard to read 5197652334 (519)765-2334 format is easier to read

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jeff from Jeff’s Appliance Service

    Specialty: Home Appliances / Electronics

    Number of employees: 2-10 employees

    April 2018

    Excellent Service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Very easy to navigate would definitely recommend to other servicers. Updates are great and doesn’t interfere with existing work.

    Cons

    No cons. Very easy to navigate would definitely recommend to other servicers. Updates are great and doesn’t interfere with existing work.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Matt from Asurion

    Specialty: Other

    Number of employees: 10,000+ employees

    April 2018

    Functionality can be improved

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    Need to select what kind of jobs can be performed, such as doing sealed systems. We get calls for these, but there is nothing to say that we can or can't do them.

    Pros

    Cloud based, free to users. Dispatch and claims are in one area. Availability and zip codes can be setup.

    Cons

    Too much information on the dispatch page that doesn't apply to me. Sometimes I find open jobs in the Search Inbox function rather than just under the Jobs tab. This makes it difficult to keep track of open jobs. Making changes to my profile should all be under section, such as Admin. There are also multiple places to add email addresses. If I need to make changes to zones or availability, it is difficult to find the steps to get to where I need to go. The
    Visual Service Job Configuration allows me to add or remove zips, however, the administrators don't get the requests to approve or decline these so we have to go to Coverage Change Request to make that request. It's an additional step.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Roy from Asurion

    Specialty: Home Appliances / Electronics

    Number of employees: 10,000+ employees

    April 2018

    Good interface, but cluttered

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to use for most situations. Typically easy processes for most situations. Easy to track and monitor jobs.

    Cons

    Too much information on each screen. So much stuff that isn't used in my industry, but is present on the screen.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Mathew from Maytag Metro Service

    Specialty: Home Appliances / Electronics

    Number of employees: 2-10 employees

    April 2018

    Very user friendly. It's easy to use and you can do almost anything

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    The dispatch screen, seeing where your techs are at all times is the best. Makes it easier to see who is getting fixed and at what tie.

    Cons

    The drop down menus. I dislike that if the cursor is placed to close to the top of the page the drop down menus automatically appear. I can't tell you how frustrating that is when you're in a hurry.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Andrea from Beecroft Appliance Repair

    Specialty: Home Appliances / Electronics

    Number of employees: 2-10 employees

    April 2018

    Overall it is a great program. Very happy.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This program is very user friendly/easy to navigate. It is easy to update/change the customer's information if Whirlpool has entered it incorrectly.

    Cons

    The program kicks you out of the system too quickly and then you have to log in again even sometimes if you were just in it less than 1 minute prior.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
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