ServiceBench Software

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.

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

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

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 .

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

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.

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.

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.

none. LOST THOUSANDS of dollars.

Cons

Where do I start? As a TOP TIER provider I cant receive calls. There is a " glitch" and MANY other providers have lost money across the nation as well. Cant track pay like the other web portals. The information doesnt save correctly. There is a "complete" button. Whats that do? Oh it just locks the service order so you cant get paid and vendor nor warranty company can access after that.

The ability to collaborate with other repair companies and get compensated for our work and labor.

Pros

Once the warranty claim is filed and updated, which can be difficult sometimes, the process of completing the claim is fairly easy. The customer service is very helpful.

Cons

Updating the service jobs to be able to find a warranty claim is cumbersome. It is confusing to find what jobs need updated.

Cons

I really don't like anything about it. Visually it's a complete mess. Information varies -- a job or work order may have a different ID, or may show up in one view but not another one. It's easy to lose work on this system; a job can be almost completely updated and then the system can resave to a blank, resulting in having to do the work over again. Fields are poorly defined and mostly slated towards Audio/Visual equipment servicers. The learning curve is steep and online tutorials are non-existent. DO NOT.