Opiniones de Service Fusion

If you have a sales team that is mobile and on the road this is an incredible platform.

Puntos a favor:

It's very intuitive and has more tools and most businesses will need. It's very easy for salespeople to use and if they are not able to use it that's a good sign that you should be looking for a replacement.

Puntos en contra:

There are a lot of options that can get a little bit overwhelming. The learning curve is a little high but that's due to the fact that there are so many tools available.

Best Software for running a service-business available. (I would know, I've looked at all of them!)

Comentarios: Service fusion is the best software out there that I have seen. We used to use Smart Service and when one of their tech support agents expressed surprise that I had 8 tabs open and the software was still functioning I realized that it was a sub-par product. After that myself and our management sat through multiple software demonstrations to make sure we didn't end up with another sub-par software. Of all the demonstrations we went through, Service Fusion was, by far, the most cost effective and capable software available on the market. It runs on the internet, so we can access it from any computer or tablet without having to download any additional software. It also updates regularly, which, since it's on the web I don't have to visit each work station in the office to update software anymore, which is a huge time saver.

Puntos a favor:

The most impactful features for us are all of the automatic things the software does to communicate with our customers. It emails and texts them automatically the day before an appointment and when the technician is on their way. It has the widest range of features of any service-program I've seen and it is easy to use once the system has been setup to your liking. The Service Fusion team updates the software often, so we're always up-to-date with the latest features.

Puntos en contra:

The only things that could be better are: The field application for technicians. It would be easier for us if we could create and edit inspection reports in the service fusion app itself instead of having to leave the app to fill out our reports and then upload them to the job.

Beware of the payment processor

Comentarios: System is great. Payment processor is terrible and unresponsive.

Puntos a favor:

Scheduling / dispatching / ease of use and tracking all service work

Puntos en contra:

Payment processor support is terrible and unresponsive. Said they had to check our account for 'fraud' and have been holding all of our payments for over two weeks with no response as to why or what the timeline will be.

Good software, Terrible customer support (software goes down regularly)

Comentarios: It's sad because it was a well designed piece of software and something must have happened (most likely a sale) where the software is no longer supported and virtually no enhances are being made. But most worrisome is that it crashes regularly. They also invest zero resources into customer support. ServiceFusion, right the ship before it's too late!

Puntos a favor:

It's a great tool, very intuitive with significant flexibility. It has the potential to be great if the company would invest in the infrastructure flaws that make the software continue to go down/fail. Customer service is basically non-existent. They have absolutely no interest/motivation to speak to someone and individually address your needs - even if you offer to pay for it! Very poorly run company in that respect.

Puntos en contra:

The customer service is just terrible. The software goes down for hours and hours leaving you in a lurch. They have no after hours support. It's not uncommon for the software to go down at 6pm and then will stay down until someone gets into the office at 8am. What happens to those of us that work in the evenings? This is highly disruptive to the businesses using the tool. There is a strong indication the company is not vested in the long run.

Service Tech & Office friendly

Comentarios: They were super about the initial training, and have consistently tried to answer any remaining issues. We began to be able to have our techs collect credit card payments; awesome for both office & customers!! Data from the old system transferred over, mostly without any issues. The continual updates, which are largely in response to customer/user requests is a plus. You don't always get what you want, or as fast as you want it, but they are definitely trying to meet the most important, common user needs.

Puntos a favor:

Better dispatching than what we had before.

Puntos en contra:

Reports aren't all that they need to be, but can download info to Excel & manipulate most data

Wow, great product and great support!

Comentarios: We were skeptical about switching from one online program to another for our dispatch and billing needs but holy cow, so glad we did! From the beginning they have been so helpful. We can now look customers up by address, phone number, etc... We can add contacts for each job location, as many as we want, we can add service locations with notes, as many as we want... The accounting portion, unpaid invoices etc... is great. Being able to figure out what jobs haven't been billed out is simple. This program is helping us be more efficient, collect money faster and thus buy new equipment sooner. There are so many options with this program, it's truly amazing.

Puntos a favor:

It is hard to say what we like most about Service Fusion because all the parts work together to help our business function at it's best. Maybe the customer support. They actually want to help us, can help us and know what they are talking about. They give answers instead of the run around, every single time without fail. It is truly amazing and compared to other programs we have used it is night and day the level of expertise and perfection.

Puntos en contra:

The video tutorials. They were a bit torturous. Watching a video of a learning session that lasts a couple of hours while trying to run an emergency service company and take care of customers is asking too much.

Full Enterprise Solution for Field Service Operation

Comentarios: Service Fusion is our field operations enterprise software. As an installation and service company, it serves as the CRM, produces estimates/quotes, facilitates dispatching and job notes collection. In addition, Service Fusion integrates with both QuickBooks desktop and QuickBooks Online. Invoices are creating in Service Fusion and pushed thru to QuickBooks as are customer payments, which allow us to invoice immediately upon the close out of a job without having to wait for part-time accounting staff to be in the office. Our prior process lost up to 4-7 days before invoices were processed. Service Fusion comes with mobile apps for field staff to check in and out of jobs which is used for project billing and payroll processing. We were able to eliminate the use of 4 separate programs upon implementation of Service Fusion: time tracker, calendar, teams collaboration software, and a service ticket tracking program.

Puntos a favor:

Service Fusion's functionality allowed us to replace several separate program, reducing cost and increasing efficiency. Customers are able to digitally sign-off on techs' mobile devices upon project completion.

Puntos en contra:

There are limited report options. Would like to have a checklist option for field techs, where they can actually check off the boxes as specific tasks are completed.

Love the product but REALLY LOVE the support team - Thank you [SENSITIVE CONTENT HIDDEN]

Comentarios: Extremely happy.

Puntos a favor:

The communication tools for both the clients and our techs in the field. We're still learning more great features every day and experimenting. Love how they are constantly adding new features and easy explanations of how to use them. When we have questions, and we often do, the support team is amazing!

Puntos en contra:

We're in the process of learning more about the great features of Fusion. There is a lot here that we're not using yet... yet.

Much Improved

Comentarios: I've been using this software for years and it has much improved over time. There are several add-on features like call tracking and phone automation that are very useful.

Puntos a favor:

I like the ability to schedule workers, schedule payment notifications, and do job costing all from the same place.

Puntos en contra:

It can be a little tricky to navigate and the custom template setup is a bit lacking.

Not reliable Servers are constantly down , very overpriced for the reliability

Comentarios: The problem is reliability of their servers. At least several times a week they go down anywhere from 10 minutes to 2 hours to fix. You try running a service company when your techs cant go to the next job because the server is down. I am assured once a week that there server issues are resolved and they are not. I have been using this software for over 2 years, 6 month ago they did something because they are no longer reliable. I am paying top $ for the software . Kickserve was much more reliable and much less expensive.

Puntos a favor:

As a dispatch software it does a good job

Puntos en contra:

When it is working it is good , the problem in the last 6 months the server constantly goes down crippling my business

Mislead reps, they take your money and run

Comentarios: Horrible customer service!!

Puntos a favor:

Lots of customization, ease of mobile device.

Puntos en contra:

Lied to by sales rep, and implementation team about what system can do. Found that no PO's can be generated through mobile device. GPS system is beyond horrible. No tracking, just real time tracking. Most of time it never updates so fleet is always idling instead of driving. No custom forms. Customer service is the worst. No follow up, no corrections, no help getting live but will take your money

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

Comentarios: 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.

Puntos a favor:

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!

Puntos en contra:

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.

Fantastic Software and Great Customer Service

Comentarios: 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.

Puntos a favor:

Highly configurable, easy to use, intuitive user interface.

Puntos en contra:

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

One of the better players in their field.

Puntos a favor:

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.

Puntos en contra:

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.

Cloud based solution for work orders and maintenance

Comentarios: It allows us to keep track of hundreds of service calls a day and allows our technicians to keep track of their times and call history.

Puntos a favor:

The Service Fusion support team is very responsive and fairly quick to remedy problems and add new features. The app allows us to send jobs and work order requests to technicians in the field. The app also allows technicians and office staff to update notes and information in real-time. It offers everything needed to maintain a small to medium sized service company.

Puntos en contra:

Updates to the platform are often rolled out with little to no warning. The platform is very stable, however, when it does go down, you are basically dead in the water until it's back up and running. They have back up servers for down time, but they operate at a much slower speed, impacting production during those rare instances.

Good Product, Great People, Excellent for your Business!

Comentarios: I have been using this product for close to a year now. Max and Aramis were extremely helpful with our conversion to using this product. The live tutorials, additional references, and tech support made learning the product quick and easy. The tech support with this company is second to none. In my experience they have continually worked to make their product better every chance they get. This is rare and is what prompted me to give them a review. My company is able to use this product for our construction/renovation projects, repair technicians, and the routes we have that are on routine maintenance. Templates, inventory management, and custom fields have made the difference from other software that we originally were considering. Hope to see route optimization in the future.

Puntos a favor:

Ease of scheduling customers. Product pics in the app help our employees find the products they are invoicing quicker. Tech support staff are outstanding and will find an answer if they don't already know it.

Puntos en contra:

Wish this software had route optimization since that is what all service based businesses need

Great software with even better support!

Comentarios: 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!

Puntos a favor:

Customization, easy of use, customer support.

Puntos en contra:

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

Best One Out There

Comentarios: We have tried over 20 different CRM, and Field Service programs over the past year with various success. Service Fusion is by far the best product we have tried. We almost instantly fell in love with it. The admin staff boasts about how easy it is to use. The automated text message to clients indicating that you are on the way is brilliant. Our invoicing process is seamless now with the automated functions, and it syncs well with Quickbooks (a must for us). The product is outstanding, but so is the customer service. A couple of areas that need improvement are:
- integration with google calendar
- options to push forms into clients file from other apps on android (maybe there is?)
- better CRM and Sales related functionality (I hear Q1 2017)
- easier set-up of zones for booking in specific areas
- in app distance measure for new client address from already scheduled jobs, or some sort of intuitive date selection (I know I'm asking a lot) Overall, you won't find a better scheduling, and field service app out there. I have tried so many and have often been left very disappointed. The price point is really good, the product works really well creating a better experience for our Customers.

Puntos a favor:

Ease of use, price point, automated text to customer updates, excellent quickbooks sync, invoicing, billing options, layout, customer service,

Puntos en contra:

Lacks google products integration, Limited Sales Pipeline, CRM Functionality,

We started using Service Fusion 6 months ago and we love it.

Comentarios: We speed up the job and coustomer management.

Puntos a favor:

what we like the most is how fast their customer service is to respond to our questions, also they paid attention to our suggestions. They keep adding and improving features to the system. Job management is great. Very good functionality for Scheduling and Dispatching. And invoicing is good too.

Puntos en contra:

The things that we would prefer that they improve we already discussed with them. They fixed two big things for us, one was the way that the pictures of the first job repeat every recurring job and the other one was on the billing before the job was close. The only thing that we still want and probably they will work on that too is the ability to add the balance of previous invoices to the new invoice.

Clean & organized way to dispatch and schedule appointments!

Comentarios: Very beneficial software for scheduling and dispatching. Have the ability to attach photos and or documents to certain jobs is very helpful. Service Fusion is an easy to navigate software and definitely helps prevent follow ups from falling through the cracks.

Puntos a favor:

The ability to read clearly, and fill in extra notes and details needed for jobs we need to return to. As well as the ability to set reminders of appointments.

Puntos en contra:

The fact that when going to a customers main page on Service Fusion it won't show if they have a past due balance. You have to go through a couple tabs to find out if they indeed owe money still.

After numerous softwares, we finally have found the winner!!!!!

Comentarios: Everything is so easy, we spent 1 week working out the systems and understanding the system. We started on 12/10/2018 and by 12/24/2018 we were confident to actually use the system daily. Today (1/3/2019) we are fully operational without double entry into our old systems. I am so excited about the future upgrades as well.

Puntos a favor:

The ease of use, the depth of details, the new front dashboard is amazing. After 7 different softwares in the past 3 years, Service Fusion is much more user friendly. I cannot believe how much support I can get. I literally called 14 times in one day when we first began. Our team loves Service Fusion and so do the technicians. The technicians app is so easy to maneuver around. We really love how it updates almost immediately. Everyday i find something else it has, and I am blown away that for once I can truly trust my software to run my business. Payroll is done in 30 minutes instead of 3-4 hrs.

Puntos en contra:

There is nothing we don't like and almost everything we have asked about is in the development pipeline with an honest time assessment.

Perfect software for service companies

Comentarios: We actually were on Service Fusion and another company talked us into moving to them and we lasted 6 months and came right back Service Fusion. There is no way that I could use another company or software at this point. Service Fusion meets our needs and excels is support and customer service. We service 17 states and bout 15k jobs a year with many many technicians all up and down the eastern seaboard. Yur cheating yourself out of great software by not trying this one out

Puntos a favor:

Ease of use and the support the company gives its people

Puntos en contra:

nothing, it meets all of our needs and they are constantly improving and adding new features

Beware of this Program!

Comentarios: Our experience with this company has been very poor. Our Company has been using Service Fusion for over a year. Please be aware that our experience with their customer support has been terrible. The program is buggy and Developers are slow to fix problems. You seldom hear back from them about the status of an issue. We have been unable to manage our inventory/books now for weeks because there are major bugs in that part of the program. The program is supposed to be integrated with Quick Books, but that has been a nightmare for us. We have been trying to get data to sync from Service Fusion to Quick Books for the past four months! No one returns our phone calls. We've even left messages for management and they won't respond to our phone calls. Customer support doesn't take responsibility for helping to find resolution to problems. If you value your business data, please think twice before you trust your information to this company!

Puntos a favor:

General Interface is quite user friendly.

Puntos en contra:

There are a lot of bugs in this software. The reporting is very limited and you can't get all of your data out of the system. Some of the reports are currently providing bad data and cannot be used. They are slow to fix issues and there is no customer service support.

Every day confirms Service Fusion was the right choice.

Puntos a favor:

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.

This software is phenomenal!

Puntos a favor:

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!

Puntos en contra:

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.