Service Fusion

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.

As a dispatch software it does a good job

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

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.