Service Fusion Reviews

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!

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.

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.

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.

easy to schedule and reschedule customers

the inventory module is almost worthless. It is way to difficult to see what you have on hand and what you have sold. I have to look at what's on hand, look at inventory management to see if there is a PO made (and when you find that, you can't see how many are on each PO. You have to open each one) then you have to run another report to see if you have any sold. Way to many steps to figure out what you have!!!Also - it really doesn't integrate with Quick Books all that well. The inventory module doesn't match on hand quantities and the part numbers are not in Quick Books anywhere, so you have to update each part with the part number

I enjoy the speed to which I can create and edit a service call.

Well from what I understand this program is mainly for use in HVAC industry. We are in the commercial laundry business, so the system hasn't easily merged well without a lot of learning the tricks of the program. There are areas that need improvement.

The flow to quickbooks is very handy and useful

Field access is frustrating at times and picture loading fails frequently

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.

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.

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.

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.

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

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

Schedule, check in and check out feature, work start and completed feature

At times it takes a while to upload job related pictures

I enjoy the mobile app for techs to look through and work in while in the field.

Making changed to scheduled appointments and training, having to pay for all the options, not very user friendly people who are not tech savvy

My favorite thing about this software is how easy it is to create/schedule jobs. The way they are displayed on the dispatch board so that I can see what is scheduled but unassigned, what has been dispatched, and what needs a follow up. I also enjoy how easy the software is for the techs and the fact that there is a space for all the information we are interested in collecting (i.e. equipment type)

The one thing I really dislike about this software is how difficult it is to just get a simple list of the VIP customers or maintenance contracts. Previously we used FieldEdge and all I had to do was simply hit "Maintenance Contract Customers" and it would list all the contracts- when they were purchased, when they expired, and if they had previously been on contract and failed to renew. I don't like the fact that I have to put in the dates what not. I just want an easy one-click button.

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.

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.

They have the right idea and it's close to being a good software.

They claim (falsely) that they "sync" with QB. In reality, they only push data to quickbooks.

In our situation, we deposit checks from clients and that data is pulled automatically in QB. Service Fusion does not record the payment automatically so we must go in and apply the payment to the invoice in question.

When we return to QB, there is a double transaction from their high-tech "syncing" that cannot be removed. This results in a vastly inaccurate balance in QB.

If you call them for assistance, they basically tell you to stop syncing to QB.

So in conclusion, you can track either track finances with QB or service fusion but never both. You'll either have outstanding invoices in SF (which will email your customers telling them they're past due) or you can have totally screwed math in QB and never push invoices there.

This is not a system - more like a band-aid.

Very easy to implement, utiliize, training, etc. I have worked with many dispatching softwares, but this one is everything we needed with a lot of extras - dispatch zone map, heat map, customer email blasts, and the list goes on and on.

No ability to make a negative invoice or a credit memo. You can void tickets easily, but some customers must have a hard copy of a credit with a different number than their original and this cannot be done as of yet in the software.

Very mobile and user friendly. I liked the ease and training they offered on the app and website. They were able to compile all my client info and add it into the system which was very helpful.

Didn't work well for multiple visits scheduled throughout the day and week (for pet sitting). It sends an invoice at each visit so works well for businesses that visit less frequently like AC repair, cleaning service, etc. The timer won't go after midnight so it doesn't work for night shifts either.

- 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.

- 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.

I investigated all the big field service software something (some cleaning industry specific some not), and I tried a number of them but Service Fusion hands down won the race.

Client and scheduling management is a dream. The ease and simplicity of creating and managing schedules both recurring clients and single cleanings is so wonderfully well designed. My office manager can manage the schedule of 125+ recurring clients (plus 15-20 one time cleanings each month) for 12 cleaners from the office or home on work laptop.

The reporting capabilities and exporting of reports makes payroll easy.

Finally, the employee-side app is a fully functional app that shows the schedule, acts as gps, acts as time clock, and tons of details to help them.

I hate it when people cop out and say There's nothing I dislike but.....there's ALMOST nothing I dislike:-)

1) I love the grid layout of the schedule page when viewing with a computer, but with mobile phone the view is different. It's fine for our employees, but for me or the office manager it's difficult to view everyone's schedule for the future.

2) I wish they had a referral or affiliate program

Best scheduling and dispatching out there.
Easy to customize
Support has been amazing
Great user interface

Inventory management needs a major overhaul.

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.

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.

Handles almost any part of a service shop you can ever require. Handles things I never thought of.

Very complex interface. Some important details are always off screen, like tax settings for customers. The remote app has glitches and may not work as expected - I am experiencing issues with parent customers. It is hard to follow the status relationship automatics when creating an estimate, then a job and then an invoice. Payments and deposits often get lost in Quickbooks even when Service Fusion says everything updated correctly.

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.

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.

The thing I like best about Service Fusion is that it is very easy to understand and use. They have extensive videos about features. We find ourselves using it for more and more things and it is replacing more and more services we contract elsewhere.
They are very aggressive in their improvements and are often coming out with updates and new features every month.

As with all service platforms and mobile work order software. Nothing seems to do everything that is needed. I wish they had a few different features. Like I said they are always working on new features.

There are no pros with a product that causes issues daily with running your business.

If you are thinking about subscribing to this product first ask to see the current bug list vs. the number of enhancements and new product features that have been pushed out (without testing - your company is their testing department). New product is pushed on a regular basis with no notice but major bugs are never addressed. Service Fusion has the customers "vote" on what bugs they would like fixed - can you imagine competing with other customers to have bugs fixed. Who has the time or desire to read through/interpret 1000+ customer reported bugs. Ask how many developers they have working just on bugs vs. those working on new software. This will tell you everything you need to know.

Simple to use.
Integrates with Quickbooks online
Love the field app functionallity would like a faster response time but overall good. Some offline function would be good too.
Processing credit card payments in the field.

Development is slow to respond & repair issues discovered
Quickbooks sync for products and services created issues with inventory quantities when making changes in SF as recommended. Reported issue Oct 2018 Told Novemeber was in the works to be done December now Feb 2019 still no fix or response. No way to follow up on service tickets!

I love how technicians are able to use the app to update disposition of work orders, leave pictures and notes - this is very helpful for the office. The platform is very easy to use.

This software offers a little less than some of the more popular programs but you definitely get the best value using this program.