Service Fusion Reviews

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.

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.

Better dispatching than what we had before.

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

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.

Lots of customization, ease of mobile device.

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

Mobile, cloud based & customizable. That is really it.

You have to use linear invoicing and can add no special charachters or alpha ones to your invoicing. No fix for this.

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.

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.

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!

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.

This app is an all-inclusive solution for anyone conducting field service work at customer locations! We are an industrial mechanic service, that has built our business around specialized in-field repair servicing. Service Fusion is a one-stop shop for appointment information; it features a GPS module to make for easy appointment transportation. In addition, they offer customizations within their template for appointments which allows us to include industry-specific task items and buttons.

The biggest issue we run into is with inventory management. Although they have a great inventory management module, that has a lot of expandability and allows for barcode scanning, the scanner is restricted to operating only when attached to a laptop... You can't attach it to a tablet or mobile device which makes it very cumbersome and not as intuitive with the mobile application as you would hope. The platform is built off the mobility via the app, so to not allow the scanning and inventory management to function off of that is very counter-intuitive in my opinion.

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

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.

Service Fusion is actively upgrading their products. The last software company I was with for about 8-ish years, not once did they upgrade anything. SF customer service is amazing. It is very easy to get ahold of them. SF is very customizable, and while that can be overwhelming with all of the various settings, their support staff is always available to help figure it out.

Sometimes it seems that the features were designed by someone who has never used it before. For example. their reporting section is atrocious. It is very obvious that whoever was in charge of designing the reporting section has never actually ran reports. I know that this is a feature that SF is currently rebuilding and I can't wait to see the new set up!

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.

It had features that were editable that other service softwares available did not. My business had so many faces that it did not fit into the shoebox that most other softwares force upon the end user. Plus, Service fusion was not charging per user. We are a small but constantly growing business that works with clients that have a fixed income.

The items in the database, the fields are always open, if you make a mistake when in editing something in the database, data can be overwritten easily. Wish they had a way to take deposits and create accounts to apply to future services. Had to use a different software for that.

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.

- 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.

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!

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.

Highly configurable, easy to use, intuitive user interface.

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

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.

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.

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!

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

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.

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.

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

User friendly interface! I really love how it communicates with clients when tech changes his status.

Limitations on phone app. I really wish the interface on the App had more functionality and more customizable settings.

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.

One of the most feature-rich software platforms we came across in our vetting process. The ability to close-out a job, but leave a task open to do at a later time would have made this the best software we found. GPS tracking was nice in theory, but did not work correctly on iOS devices.

The software is unable to do 3rd party billing to more than one parent company. All other software we ran across was able to do this. During the sales process, the salesperson guaranteed us that their software had the ability to bill any 3rd party.. what he didn't say is that it permanently locks that account to a single parent.. and any changes affects any other open jobs with the same customer. 3 months of wasted time.

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.

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