Service Fusion Software

4.55 / 5 (108) FrontRunners®

Our advisors have recommended this product 96 times in the last 30 days

About Service Fusion


Service Fusion is a cloud-based field service management software. It caters to businesses of all sizes across multiple industries. It offers field service management, GPS fleet tracking, credit card processing and mobile applications within a suite. Primary features include customer management, dispatching, scheduling, invoicing, inventory management, time tracking, payroll and reporting.  

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.

The software enables users to customize a dashboard and set up user-specific permissions. It integrates with Quickbooks Online, hardware GPS tracking devices, VoIP systems and payment processing systems.

Service Fusion offers tiered monthly subscription pricing. Mobile apps are available for iOS and Android devices. Customer support  is provided via email and over the phone.



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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8

108 Reviews of Service Fusion

Average User Ratings

Overall

4.55 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(73)

4 stars

(27)

3 stars

(4)

2 stars

(2)

1 stars

(2)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 108 reviews

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March 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

March 2019

New, but VERY impressed with features for the money, and MOSTLY SUPPORT!

Again, I'm new and just started managing people in it.. but my overall feeling is I can certainly run my business on it. I'm sure some things will annoy us and we'll wish it could do this or that, but it's very flexible to a variety of service/ field businesses. We're excited about choosing it and incorporating our processes around it.

Pros

I reviewed and tested over 15 softwares to help us run our property services company, and Service Fusion was the clear winner. Although lacking in some things I would like to see, it has more in one package at a reasonable price than all the others. I'm also excited about their new version coming out.

Main reason for this review though is RAVE about the support I received from CSR; I believe a manager in support I was lucky enough to get on the phone when I called in. Before I spoke to CSR, I was still very lost on how to BEST apply the software to our business needs, and this was after 2 implementation meetings with my onboarding specialist.

Long story, short, I spoke to CSR for 4 fast hours as he let me talk outloud and verbalize the multiple "if this then that" scenarios I would wrestle with to make sure I was using SF in the most efficient way possible.
Then, after listening intently, and putting himself in my shoes, he would work with me to find the answer.

To add to the best software service I have had in years, at the end of the call, he asked me to hold as we were wrapping up 2 last points so he could say goodbye to his team as they were leaving for the day. Then, CSR spoke to me for another 30 to 45 minutes AFTER he was done for the day.

Before my call with CSR, I felt like I was a 2 out of 10 on the program. After my call, I felt like I was a 8/9 out of 10.

THAT is the type of support that will help us succeed with SF!

Cons

New so still finding things out, but 1 thing is there seem to be some fields that aren't that functional; more placeholders. If they were functional based on the data they contain, it would be amazing! For example, you can put how many manhours per unit of measure a service costs. However, when you ad a quantity, it doesn't calculate the manhours; it's more of just a placeholder?!

Reporting could be a little more custom too.

I'm hopeful some of these things are going to be addressed in V2 sometime this year, but even if they aren't, this is still a LOT of engine and features for the money.

August 2018

Joel from Joe East Inc

Company Size: 51-200 employees

Review Source


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2018

Unbelievable Software for the Price

I highly recommend giving them a shot and trying out their demo. Their staff is great and always willing to help with any problems you may encounter.

Pros

- Pay one low fee for unlimited users and access to the system; not having to pay per user can lead to huge savings!

- Offers incredible functionality at a low cost.
- Customer support is truly incredible; they offer chat and phone support all based in the United States.

- Built-in support for syncing with QuickBooks Desktop software, works very well and puts data into QuickBooks exactly as it should

- Ability to upload photos to work orders, this gives management the ability to truly see what was done on a job.

- Offers great tracking functions for keeping staff working efficiently.

- System can call or text customers to alert them that you are coming.

- Allows for custom document creation so you can create and style your own paperwork with all your required verbiage.

- Allows for simple inventory tracking and purchase orders which can work well for general item tracking.

- Separate Mobile app syncs perfectly with system and allows office staff to see technicians progress as they update their mobile app.

- Has ability to tie trucks to GPS through one of their partners to better track your service fleet and give more accurate arrival estimates.

- Built-in private messages system allows techs and office staff to chat so communication is clear and always documented.

Cons

- QuickBooks sync works well, but only allows for one chart of account to be assigned so if you use charts of account to track items/sales in QuickBooks you will need to update these manually or come up with another automated process to keep new items that are added correct.

- Inventory control is not great for multiple warehouse or for users with more than a few trucks as technicians have to select the warehouse they want to pull from each time; there is no way to select a default warehouse like a tech's truck making inventory tracking more accurate.

- If you are a small startup with only one or two trucks and one or two users this will cost you more than other similar software that charges per user. Once you past 8 - 10 users Service Fusion will start saving you serious money. It saved our group several thousand dollars a month when we switched.

May 2017

Crysten from Yaeger Services, Inc.

Company Size: 2-10 employees


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

May 2017

Great for small HVAC companies

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.

February 2017

S. from Coastal Clear Window Cleaning

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2017

Fantastic Software and Great Customer Service

We used Service Fusion for 1 month in a "test" environment. We liked it very much, and decided to move forward. Now, we have been using it in production for 1 week, and it has greatly streamlined our processes. Our office staff loves the intuitive user interface, along with the automated notifications that can be configured when field staff is dispatched to our customers, and as the job progresses (dispatched, on site, invoiced, etc). The work of our field staff has also been simplified by going "paperless". The mobile app they use has all the information they need at their fingertips. Customers can sign for their work and receive e-mails at job completion with invoices if desired. On aspect of Service Fusion that we really appreciate is that it is highly configurable. As a small example, if you don't want notifications to go to your customers, you don't need to send them. If you only want certain ones, during certain statuses of the job, you can configure that. We appreciate how the developers have designed it in such a way to be flexible and not force a company to work a certain way. For example, the ability to add custom fields for various entities (customers, jobs, equipment, etc) shows that they understand each company may have specific needs for information tracking that are not included the software's built-in fields. Giving customers this flexibility makes the software highly configurable to our needs. Finally, our experience with Service Fusion's Support staff has been phenomenal. We've had to call in several times during our transition from our previous software for various things. Each time, we were able to work with their knowledgeable support staff who've spent the necessary time with us on the phone to solve our problems. In addition, we sent in a request for a minor enhancement to a report that would have really helped us. To our surprise, they followed up very quickly and made the enhancement we requested. Typically, our experience with software vendors is that we don't see such quick turnaround to implement enhancements. But our experience with Service Fusion is that they are very proactive and listen to their customer needs. Based on our experience so far, not only with Service Fusion's customer support, but also with finding their software highly functional and easy to use, we would not hesitate to recommend Service Fusion for service companies like ours.

Pros

Highly configurable, easy to use, intuitive user interface.

Cons

Would like to see more customizable reporting, but what is provided out of the box is sufficient

August 2017

Brandon from Heartland Tech

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

2.0

August 2017

There are a few functionality problems, but overall this product is fantastic for office life.

Pros

This software has multiple highlights, the organization of the jobs, the visual cleanliness, easy to navigate menus and just an all round good software for small/large/fortune 500 companies.

Cons

The parts where this software lacks is in the non-admin or front-end abilities. Front-end cant batch delete, or batch enter information. I wish there was like an excel import option to bring lists in. Also, one thing that bugs me is when I set the records count to anything other then the default 10 per page, it resets whenever the page has to reload. Its like there are no cookies for individual use, only the software as a whole. Any settings I had set change back as soon as the page has to reload. Id like to see some minor improvements on the utilities and advanced options for customization for the individual not just the software as a whole.

Response from Service Fusion

Replied August 2017

Hi Brandon, Thanks for the review! The setting to set your default list sizes is in Company Preferences, so you can increase it up to 100 items per page if you'd like. But I do see your broader point though and will work with our dev team on a possible solution. Please feel free to send us any other feedback or ideas you may have. Virtually everything we produce is based on the feedback we receive from our customers. -Max

October 2017

Leif from CleanerGuys.com

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2017

Fabulous and versatile product... EXCEPTIONAL CUSTOMER SERVICE!

Tremendous consolidation and money-saving via systems and especially efficiency and automation capabilities!

Pros

We are a full-service cleaning and restoration contractor in WA State, and have had a heck of a time finding software that works well in all divisions of our business. There are many cleaning software platforms and a few restoration-specific programs, but we've been looking for YEARS for software that will allow us to manage both, including re-construction.

Intuitive platform, versatility, list and workflow creation including the ability to customize and require that personnel gather specific information, GPS, payroll and credit card processing integration (allowed us to kill separate systems/charges for all 3 of those elsewhere!), good and simple reporting features and the sheer ability to book simply daily/one-off jobs, as well as full-blown project management!

Interpersonally, Max Paltsev (SF CEO) makes himself totally available and is extremely hands-on! SF is highly capable and is developed in-house (vs. farmed-out over seas), which is a big deal to us! I brought up an issue just yesterday regarding a specific functionality item that is pivotal to our business. My account rep took the issue right to Max and I received a reply today that their development team is creating a code-module as we speak and it will be re-coded by week's-end. SERIOUSLY!?... WHO DOES THAT? Incredible.

It doesn't get any better than this. My goal is to master this system's functionality and I find things every day that are better than I even imagined. We are now a lifetime client!

Cons

Very few. Calendar is a bit dated and needs a little help in relation to what SF calls DISPATCH capabilities... BUT this is a primary focus on their

August 2017

Mario from Prestige Lock & Door

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

3.0

Functionality

3.0

August 2017

One of the better players in their field.

Pros

It is easy to use, fairly reliable, and it handles purchase orders, multiple warehouses for inventory, ability to schedule multiple technicians to a job, sub customer. Tech support is easy to get to.

Cons

We have some customers that prefer to have invoices faxed to them, and we use myfax for our provider. It appeared that there was a way to integrate with that service, however, when we contacted tech support they informed that it may be available in the future. Not sure why they have a non-functioning feature. The inventory system is at best mediocre. Payments recorded in Quickbooks do not synch back to SF. Tech support, while helpful most of the time are stand-offish when a feature does not work as expected. Overall, they are far better than a few other vendors we have tried, but there are a lot of improvements to be made yet.

Response from Service Fusion

Replied August 2017

Hi Mario, Thanks for taking the time to write this review and provide us with your candid feedback! Greatly appreciated. I just emailed you a solution for the eFax setup. My guess is that since it's not a common request the person you spoke with was not sure how to set it up. I apologize. Would love to hear more specifics about the inventory management piece not being up to par. I think we have quite a bit of functionality covered (e.g. multiple warehouses, serialization, reallocation, POs, inventory orders, etc.), but again, would definitely love to hear a more detailed feedback and figure out how to improve. Thanks again for the feedback and your continued support! -Max

February 2019

Trinda from Schar Heating & Cooling, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

SERVICE FUSION IS AWESOME!

The benefits that we have received, since using Service Fusion, are countless! Just a few examples include the following: combining 10+ databases into one, ease of reoccurring billings, having one central go-to place for everything, having the ability to see exactly where our technicians are, pulling reports, increased tracking capabilities, emailing our invoices to our customers, receiving payment in the field and the list could go on for days. Their Support Team as a whole is fantastic. One of the guys from the Support Team made certain that the implementation of Service Fusion to our team went as smooth as possible! -You can't get the kind of support I received, just anywhere. Above and Beyond!

Pros

This software has been fantastic for our Heating & Cooling company! It has achieved the goal of combining 10+ databases that we used to use on a regular basis, in to this one program! The program is relatively easy to use, along with their field worker app. At the beginning I was worried about the variety in ages, of our users, ranging from 14 years old to 69 years old, they all have done excellent in using Service Fusion due to the simplicity and ease of the program! Over the past several months Service Fusion has came out with enhancements, which makes tasks easier for us.

Cons

There is the occasional idea that comes to mind, that I would change about this software. However, I think of anything specific right now.

September 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2018

Excellent solution for field services

Service Fusion has a modern, user-friendly interface and tons of customizable features. You get so much bang for your buck. My growing business manages many field workers in several locations daily and the administrative burden was becoming debilitating. Service Fusion allows us to create a detailed entry for every job, as well as recurring jobs, then "set it and forget it". You can add photos to a job, contracts, other documents, notes for field workers, status updates, all the things! You can set it so that workers and clients are automatically notified, reminded, thanked, asked for feedback, etc. as well so it basically has a built-in communications and marketing suite. Last but certainly not least, the support is amazing! From sales to tech support - our sales rep really took the time to help me understand the value in this software before buying, he was so patient over several weeks and many many calls, and our Customer Success Manager is so reliable and committed to helping us customize the functions and processes to our workflow to get the most out of the software. They even have live tech support so you can tackle nuanced issues as-they-happen. I'm thrilled with Service Fusion and would recommend it for any growing business that deploys people resources to provide onsite services at client locations.

Pros

Tons and tons of features, very user-friendly interface, and very adaptable/customizable to various workflows. And unparalleled customer support!

Cons

There's nothing not to like! We have run into some tiny nuanced issues that are specific to our business, but the Service Fusion team has been there to hear them and has always provided workarounds. They also take feature requests and everything about their customer service so far suggests that they will take them seriously.

July 2018

Lucan from Economy Appliance, Heat & Air

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

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