ServiceChannel Software

4.27 / 5 (63)

About ServiceChannel


ServiceChannel Service Automation is an integrated suite of cloud- and mobile-based solutions to help manage the entire process of facilities management, including finding contractors and suppliers, entering all planned and demand service requests, tracking work orders and processing payments.

ServiceChannel provides facilities managers with a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors across their enterprise. The solution enables users to leverage data-driven analytics of service quality across all trades, locations and contractors.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

63 Reviews of ServiceChannel

Average User Ratings

Overall

4.27 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(21)

4 stars

(34)

3 stars

(7)

2 stars

(0)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 63 reviews

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December 2016

Aaron from RMH Franchise, Applebee's

Company Size: 1,001-5,000 employees


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

December 2016

Consistency and Transparency - A Very Strong System System with a Few Opportunities

I can absolutely not imagine managing our 175 restaurants well without Service Channel. Our company is comprised of several acquisitions' worth of franchisees and SC was such an important tool, helping us gain consistency in how our locations are managed.

Pros

Transparency and Consistency: Everything is transparent; when dispatches were created, who created them, what contractor was dispatched, when the tech was on site if there was a proposal, who approved it, when we were invoiced, who approved it, when the invoice was paid, etc. How one location is managed is how all locations are managed.

Accountability at all levels, for all things: There's never any doubt about what happened when it happened.

Proposal Approvals: Our initial big win with Service Channel was its proposal approval process. Prior to Service Channel, our system of proposal approvals amounted to an excel spreadsheet and a chain of emails that was very hard to manage and impossible to track. Now it clear and consistent and easy to review.

Asset Tracking: We have heavily used the asset tracking abilities of Service Channel for the past 2 years. It's now coming to fruition the results of our effort, having the ability to look at any given piece of equipment and see its make/model/serial information and know how many repairs were made over the past year so we can make the best decisions on whether to repair or replace it.

Preventative Maintenance: We have ultimate consistency in our PM program knowing when dispatches go out, who they go to, and exactly what the scope of work is that we send.

Flexibility: The system is incredibly flexible, not a one size fits all system at all. You can be as creative as possible in its use, tailoring it to your organization's specific needs.

Contractor Compliance: Service Channel has helped our accounting team gain consistency in knowing when certificates of insurance are out of date

System Reporting: It's incredibly powerful. What do you want to know-- average invoice amounts per trade? what contractor are performing well? what are your top 10 most frequently repaired assets? You name it-- you can report on it.

Fluid Accounting Processes: Invoices flow from SC into our Accounting software (with integration) after approval from the field. SC has helped keep our accounting department lean and mean.

SC is a widely used, well-developed system -- one of the biggest and best. They're constantly improving.

Cons

Contractor Engagement: Ultimately contractors have to choose to engage and participate in Service Channel and smaller contractors can offer a challenge in their participation. I feel like, if there was one thing I'd improve about the system, I wish it was easier for the contractors to work through their onboarding. The better the contractor experience, the easier for them to navigate, the more contractors that will want to work inside of the system. Without contractor buy-in, the system loses its power.

Pay per feature: While SC does have a very strong base feature set, to upgrade and use certain other features, will cost an additional, small, per-site fee.

You will run into little programming flaws from time to time and have to report them when they pop up, for correction. Because of the volume of clients that SC has and the fact they have to prioritize improvements, sometimes it takes longer for the correction than one might like.

October 2017

Trish from Tumi

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

October 2017

A great tool to manage store issues and communication to the vendor base or corporate partners.

Pros

As a Facilities Manager, high value is placed on ease of use for the field and its versatility. Our staff uses Service Channel for multiple store issues. Repair and Maintenance, Loss Prevention issues including alarm issues and requests for a variety of things, Finance issues including inventory control and auditing matters, Operational issues and requests, overall it is extremely useful and we are expanding its use all the time. One of the nicest features for store associate use is that it is very user friendly, you don't need to be 'techy' to understand it. Creating new service request are made simple by the use of drop down boxes which are self explanatory and the system just leads the user to the next screen... we are very pleased with this tool and will continue using it as we grow.

Cons

There have been a number of upgrades of late, which in itself is good, but often causes the system to run slow... there are new 'bugs' that develop as a result of upgrades which do eventually get resolved.

July 2018

Katie from Above and Beyond Plumbing Services

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

Reliable, User Friendly, Worth it

Fast processing and excellent organization.

Pros

I love almost everything about SC. It starts with how easy the software is to use. I am on it daily whether it is accepting calls for billing out. In their WO Reports section you can look up all calls that have not been accepted, opened, in progress and complete. SC has an app that allows you to check into business using GPS, for some customers you may need to dial a phone number using a store phone but that is easy! I love that you can submit proposals immediately and the notes section provides a perfect spot to communicate with the customer. As a vendor, communication is key, especially when working in high energy, loud, or busy environments.

Cons

The only thing I don't love is when you reject a call it stays in your open section of the WO reports. I wish they would have a reject section- they may I just have not come across it.

December 2015

Micah from Legacy Air

Review Source: Capterra


Ease-of-use

5.0

Customer support

2.0

December 2015

You need to work on quotes, reporting, and integrations

ServiceChannel has been a great software for us to use. Its easy to navigate through the site, to check in/out, and to invoice. Creating our profile has been easy as well and I feel like we are able to be seen by customers in our areas for the trades that we handle. I have concerns around your reporting KPIs. I myself found an issue with your system messing up the different time zones and we were getting dinged for not accepting work orders in a timely manner, when we were. I have also reached out several times to the customer service team to ask questions about how the data is calcuated, for example, if a work order goes to quote rather than completed, are we graded negatively? Because that doesnt seem fair that I found a bad compressor rather than a contactor. Your quoting system is easy to use but its not robust enough. I should be able to add multiple lines for equipment and different kinds of repairs and have the quote segmented that way, rather than having to build individual quotes for each option. And lastly, is integration. The process should be MUCH less expensive and far more robust. With the technology age, there should be nothing I cant integrate with in one way or another.

Response from ServiceChannel

Replied December 2015

We appreciate the positive review and constructive feedback. We value our service provider partners and are committed to provide leading solutions for contractors/suppliers in our industry. We invite your company to join our Regional Service Provider Committee to discuss how to improve the experience. In response: TIMEZONES issues were recently brought to our attention & corrected. The KPIs accurately reflect and account for time zones domestic and global. SCORECARD is intended to provide transparency and factual information of performance for both service provider and client. Service requests that require a proposal/quote will affect the FIRST time completion KPI only. This KPI was designed with this in mind & will rarely be 100%. QUTOES:Changes are being made to the Proposal/Quote tool to allow you to itemize materials/info to be added/propagated to Invoice. INTEGRATION:Monthly fee is industry standard, eliminates system redundancy & is proven to be very cost effective.

April 2015

Ron from Hertz


Ease-of-use

3.5

Customer support

3.0

Functionality

2.0

April 2015

Rolled out 300+ Retailer locations.

Pros

Having worked with various systems of this type at 3 different Fortune 500 companies and 2 major contractors, Service Channel is a great introductory CMMS program. It is very simplistic in its approach to creating work orders and is by far the most contractor-friendly for those with limited technical experience or back office support. The initial training support is fantastic!

It is one of the most widely used systems today, most likely due to its ease of use. Therefore, there is an abundance of very qualified contractors readily available to support your needs.

Once set up, the electronic payment portion is a outstanding benefit. Extremely effective and easy.

I appreciate the team\account manager dedicated to our account. They are always available and willing to help. Excellent partnership and extremely responsive.

Cons

Initial setup and continuing changes are a huge opportunity. The templates for uploading are antiquated and require the creation and review of 1000s of line items of data. Most other comparable systems complete the setup for you. This is not the case with Service Channel. If you have a large portfolio, be prepared to spend 100s of hours setting up. Changes are "clunky" and not intuitive. Recently, the customer interface went through an entire change with no warning or training to the customer. 2 months later and we are still trying to work through the changes.

This is not an Asset Management software. If you are looking to report on individual equipment asset life, this is not the program for you. If what you need is an electronic dispatching and reporting system, Service Channel is perfect!

If you have a large portfolio with multiple providers, the Preventative Maintenance Module is a huge disappointment. It's nearly impossible to correctly load the first time and even more difficult to manage and make changes and corrections.

The Android and iOS apps have extremely limited functionality. Again, another huge disappointment for a company supposed to be on the cutting edge.

May 2015

Ken from DFC Global Corporation


Ease-of-use

5.0

Functionality

4.5

May 2015

The Value ServiceChannel Has Brought to Our Company

Pros

The product is very affordable and provides a broad array of useful tools (e.g. work orders, RFPs, invoicing, vendor management, analytics, etc.). The user interface is very intuitive and easy to use. ServiceChannel is very customer-focused vendor who is continuously working with clients to improve the product suite.

Cons

I have a difficult time coming up with an answer for this question. Any product and vendor can be improved (capabilities, service, etc.). However, ServiceChannel is the best vendor I have seen in its efforts to address customer needs, be proactive in technology to surpass customer expectations, continuously improving their products, and delivering on its promises.

March 2017

Trish from TUMI

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

March 2017

User Friendly

Over the past 7 years I've been with Tumi, Service Channel has expanded and refined the website and functionality within. On the front end it is a fool proof, easy to use site that requires little to no skill...there is value in that alone, especially when there are all levels of staff using the system. We have also recently expanded Service Channels use within our company with much success. From a managerial standpoint it has been a tool I could not do without.

Pros

Ease of use for the facilities team and for the store team.

Cons

I don't care for the new invoice layout.

October 2017

Ryan from United Pacific

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

October 2017

Strong end user experience, but with a slightly complicated back end

Pros

Service Channel was our mode of communicating all site level service/maintenance needs for 2 years until we switched to a different service. From an end user experience, SC allowed a great deal of customization in pulling reports, had a mobile app (that actually worked even better than the parent web based app) and was very functional for daily use in regards to submitting tickets.

Cons

The back end of SC, however, was much more difficult to manage and integrate into a large company. We ultimately switched to software we were already utilizing for other purposes that had service ticket abilities.

April 2015

Tony from Jo-Ann Fabric and Craft Stores


Ease-of-use

4.0

Customer support

3.5

Functionality

4.0

April 2015

Solid Facilities Maintenance management software solution

Pros

The product itself is relatively intuitive and a quick learn. If you're not sure how to do something, figuring it out is usually not too difficult. The reporting capabilities are great. I use a variety of reports out of this system on a regular basis to keep tabs on tickets for over 850 locations. Service Channel is responsive, and in my experience a great partner.

Cons

Service Channel is not exactly very customizable. Scorecarding, for instance, relies on certain metrics that can't be adjusted or changed for specific trades. I'd also like to see the ability to flag a location to be able to alert an individual when the next plumbing or the next electrical ticket is entered. This would be ideal for locations that carry warranties or locations with specific repeat issues.

March 2017

Bryn from Cafe Rio

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2017

Great software, features, and network!

Service channel is fantastic. One of the most stand out features to me has been working directly with their programming team to both suggest improvements and custom spec files so the system works well with our other in house systems. They've got the best reporting capabilities of any similar platform I have seen and a huge network of vendors. They have helped is lower our overall r and m costs as a company.

Pros

Ease of use. Reporting.

Cons

Lack of easy access to advanced training for people within our organization without much coordination.

April 2015

Danny from Mobile Fixture The Kitchen and Restaurant Store


Ease-of-use

4.0

Customer support

4.5

Functionality

4.5

April 2015

Mutliple user both as a customer and third party administrator

Pros

Simple to use, easy to teach. Flexible ability to set up the rules as you wish, generate any type of report you need, ability to make quick changes throughout the process. Using current vendors that you already have relationships with a big plus.

Cons

I am very pleased with this product so not much would I say is what I like least.
Doing third party work with Service Channel leads to different project managers for each customer which is a little tough. Would be easier with the same one but that is about it.

January 2019

JaVon from Raising Canes

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

January 2019

ServiceChannel - JA

I have used ServiceChannel for over 5+ years and I am very happy with the capabilities of the service.

Pros

ServiceChannel makes it easy to view open and completed work orders to keep track with company spending and helps hold accountability to vendors that service our restaurant.

Cons

ServiceChannel could improve the interface of its app to mirror the browser site.