Smart Service Reviews

The ease of entering customers, service tickets, time keeping and the GPS tracking are great benefits of this system. For the most part our technicians have been easily trained on the process and it has cut down on a lot of their processing time in the field.

We have used the "Get Customer" or "Sync Customer" functions many times and since some of our office employees enter data directly into QuickBooks, we've lost a lot of email address and contact information on our customers. This information is critical to our database and it's very frustrating to try to rebuild.
We have several labor descriptions for our business and the work tickets can be set up correctly for the type of labor on a service call, the information transfers to the invoice in QB correctly, but defaults to ONE labor description on the time cards. So I end up having to revise nearly ever time card entry to correct the labor code. Also have to change the service or installation name from the sales rep's name to the actual technician that did the work. This has made the payroll processing a lot more time consuming than it used to be when it was entered directly through the time card entry in QB.

We really don't use the Software to its fullest. It We love the part we use

We would love to use the Service agreement billing but we bull a month in advance and the way it is designed we can not use it.

job entry is ok. The ability to drop & drag jobs between technicians is nice. Ifleet program worked ok

When we purchased this software I purchased the dispatching add on called Ifleet for my field technicians. I was told and I quote "Ifleet purchase option _ iphone/ipad smart service add-on with no set up fees or ongoing monthly charges for service or support. That is off of my sales contract. They have turned off my Ifleet because I haven't paid my support fees. My agreement states there are no fees for support but somehow I owe them money, supposedly. Don't believe anything they say as they are just trying to get your money.

I also have issues with the program itself as you need to be able to write computer code to get any kind of reports from the software, the reporting feature is difficult to use. Its interface with QuickBooks is not great which makes tracking receivables and sales difficult. Overall I am very disappointed with this software and I would not recommend purchasing it.

I appreciate the ability to create different locations under one customer name. We have Home
Warranty companies that we contract with and we can neatly arrange their locations and jobs for ease of access. The ability to upload and store images of customers equipment has been invaluable for insurance claims and warranty coverage and keeping track of model and serial numbers. Being able to send emails and texts from within the program saves time and the message!

Preparing reports that are specific to your needs. I have struggled with preparing a report that clearly shows what items we have sold and how many of them in a year. The screen flickers almost all the time when using Smart Service.

How easy it is to navigate through the work orders and customers. I like that you can post multiple invoices at one time if needed, or even skip multiple invoices at one time, simply by checking a box and then posting the first. I like that it connects so easily with our QuickBooks program.

I wish it would automatically reset a customer's price information for the following month. We have to change the amount of rooms serviced each month in various hotels. Our previous program would set the amount of rooms back to the base amount of rooms, but this program leaves it at the amount you post each month, so the following month it will show the amount of rooms and price from the previous month. Sometimes our customers get confused.

It accomplishes all that we want out of a software without being complicated to use. It understands what we need to function and flow as a business. Using the software helps us be professional and profitable.

I can't really say anything negative about the software. I have heard others say they found a cheaper way to operate with software. It is usually people using several different software types or one program that is less quality. To me bad or clunky software/office operations cost money. Smart service is inexpensive when you realize the potential profits from a smooth running operation that is hassle free.

I like the ease of scheduling and tracking where my driver is. I also like the fact that my driver can take a picture for future reference when needed. Especially if we are waiting to do a repair at a later date and need to know which part is needed when we return.

I wish in the instruction section you could use bold and highlights when you want to make sure something stands out. I would like to be able to schedule a repeating phone call, for example, We have customers that we have repeating jobs every month but need to call the day before to remind them to put up animals or leave a gate unlocked. I would like for the reverse route the schedule when needed.

The scheduling feature works well. Many positive features, photo capturing, signatures, notes. I enjoy the monthly webinars that provide/reap new and old features of the product.

The downside of this product is the notes stay with the recurring job from year to year unless you create a new recurring job. This is time consuming and causes errors if the new job is not scheduled as recurring. A great feature would be for notes to automatically be archived when the next schedule occurs.

What I like most about this software are the easy to understand interface screens and help available to make entry and maintenance a breeze.

I'm still learning the software, but so far I have not been able to see a way to change mass records with an import feature.

Easy to use. The different screens can be confusing so you have to pay attention to what you're doing and what screen you are in. Lots of information can be entered into the system and utilized properly.

It creates errors in Quicksbooks and we constantly have to repair our database. The different screens which look identical, you have to be careful with. If you don't put the information into both sides, it does not transfer over.

It's a great value and does so much of what other more expensive and complicated softwares do plus even more in some cases. Service System is so user friendly and very easy to learn as well as teach to new employees as the company grows. We highly recommend it to anyone who asks.

The support at My Service Depot for SmartService is great. The biggest complication and downfall, which is a big one, is that you can never get support except during standard working business hours Monday through Friday during the day. Being a small company, you can't afford to spend the time down and on the phone with tech support and failing to answer your phones for paying customers looking for service when you are in the trades like plumbing.

the scheduler, the ability to post multiple invoices at a time, the ease of adding a new customer

if I have to change the price on a regular customer service for one service that is the price that remains for the next months service. A previous program we used would automatically reset the price back to it's basic price for the following month when it was a recurring customer.

User Friendly; broad functionality in scheduling for tri-State area

Cannot to job times in timeframe needed-- our technicians work at night -- we can't show job times past 11:55pm

The ease of entering customers and service calls. Integrated live with QuickBooks. Easy to attach pictures and documents to service calls. Easy to run reports for department or service technician. Easy for technicians to complete work order/collect payment at the time of service call.

Tech support is great, but usually had to call and wait for a return call. Sometimes in the service industry those few minutes/hours can cost a lot of money.

Customizable reports, works with QuickBooks, Marketing Tracking, Scheduling

Speed, although it is a bit faster than the old version was.

works well with QB

There is need for improvement 1) editing in customers names capability - can only be done in QB 2) List - edits on Jobs description and other areas - are not easy to edit... I think you could find an easier way to fix spelling errors and etc...

This software and the I-fleet version are great to use. The program is simple to learn, and a great tool for dispatching and tracking technicians time, parts/materials and notes. This program makes invoicing a snap, and provides a variety of great reports to review customer data

There are some limitations in regards to ongoing jobs. The software is best used for small businesses that have small one day jobs with one dispatch.

It's many features and ease-of-use.

Tech-support is only available during regular business hours on Eastern standard time.

Great support. Willing to work through any problem. Pricing is excellent. Support is always right there. Software is very intuitive. Piggy back's with our accounting software and technicians in the field extremely well.

There have been some speed issues that we are fighting to get through. They have been very easy to work with in trying to solve the problem. They have made every effort. However the issue still has not been buttoned down.

We love the fact that it is simple to use and holds a lot of our customers information. Searching for customers is what we use on a daily basis anytime our phone rings.

We really don't have much of anything to complain about. sometimes there are glitches but nothing major.

We love that all our customers are able to have their extinguishers serviced every year on time due to Smart Service scheduling. Love the reporting tab so we can get a monthly spreadsheet of what we have due each month.

I've been using this software for 3+ years and have never had a problem so far! If I ever did, their technical support is always so helpful!

I like the way it connects with QuickBooks and I also like the different reports that can be used. I'm looking forward experimenting with the marketing end of Smart Service.

Would prefer the routing would use Google instead of map point.

I like that it's easy to use and the techs can add notes to it while out in the field.

I dislike that it is very slow. It takes a long time to go through each call and switch from screen to screen.

It interacts with QuickBooks.

I've been with Smart Service for two years now, but I'm starting to research other companies and software. I have ongoing issues with their Smart Service program and iFleet. First, I have yet to have one full month without issues. Second, their hours start at 8:30am, so if you have issues, you need to wait until they open. There is no before or after hours support. I deliberately started speed dialing at 8:28am (they open at 8:30am), trying desperately to be the first one, since if Smart Service and iFleet are crippled, so is our business. I kept getting the "we are closed" recording. Finally, at 8:31am, the receptionist picks up, says her greeting, and then tells me her techs are already all busy on other lines and asks if they can call me back, which I find difficult to believe.

Because I just couldn't sit around and wait for Smart Service tech support to call me back, I started researching the issue myself, and hopefully corrected it. When they called me back, I told them I no longer needed their assistance, as we fixed it waiting for them, he said, "Oh, you're welcome!" I replied, "You did nothing to help!" I will look into another vendor's products and services, because I am truly displeased currently with Smart Service.

Smart Service has greatly improved our efficiency when it comes to scheduling and dispatching our technicians. We're able to keep detailed notes and attachments, private and public, regarding our customers and individual jobs. After using this product for more than 7 years, we've noticed great improvements in speed and functionality. Customer service and tech support is also very knowledgeable and friendly and always help us through any issues we may have in a timely manner.

Updates are somewhat slow to be released, and although there's a lot for us to customize, I think it could use some more customizing options. Split window (scheduling window side by side with customer search) would be a significantly valuable feature to have.