Service Fusion

A Must Have for the Service Industry

Comments: Their onboarding support is amazing. The patience they have with questions and providing solutions, their services of importing your current databases and helping you set up ones you don't currently have, and the software's interface with accounting programs can have a company taking their business to the next level very quickly.

Pros:

Easy to setup and use, it makes billing and customer service much faster. Inventory tracking and job costing becomes a breeze, and tracking billable hours allows a better understanding of areas that you are lacking in productivity.

Cons:

I honestly cannot think of anything, it made such an improvement in our internal infrastructure.

Does What We Need it to Do

Comments: Overall it's great, especially for what we pay. Compared to our old system, SF finally helped us catch up with the times. Support mostly calls back seconds from me submitting a callback request. The onboarding was very strenuous for me, but after expressing we needed more help than initially given, they stepped up and helped us further with the process.

Pros:

I like the dispatch page & the affordability of the product to generate quite a good software & customer database. The non per-user fee is what sold us. For what we pay it's a great product.

Cons:

There seems to be a lot of little kinks to work out. There are little limitations here and there. We were sold there would be an offline version of the app coming out 4 years ago and have not seen that yet. There are glitches in the system, but nothing so great that it ruins my day or makes me want to unsubscribe.

Domination Review

Pros:

having dispatch screen and calendar view. Seeing each visit and being able to assign multiple techs.

Cons:

invoicing can be complicated when you change to progress billing. the app is not the most functional to use.

Service fusion is unethical

Comments: I loved it at first, but then the price changes came, the new leadership made terrible changes and now its not worth the price.

Pros:

The initial price and some features. But it is all smoke and mirrors

Cons:

This software is shiny on the surface, and it works like trash when you really want it. The new company leadership is unethical.

One administrator's persepctive.

Comments: It's good. Training on it was almost non existent -- I think many of our first year issues would have been moot had the package we purchased come with hands on training.

Pros:

I am not sure. [sensitive content hidden] and project manager use it more and are more highly satisfied. I do like the invoice views available via "accounting'.

Cons:

Cannot make customer mailing labels. Recurring reports don't update dates -- so I use "all dates" as a work around but that gives me information I don't always need. Often, when a sync to accounting software goes wrong there is a new reason that I need SF technicians to decipher. I have learned how to fix many issues in this regard but sometimes the issue isn't something I can see.

Easy to set up and use out the box

Comments: very user friendly, takes less than 30 minutes to cover what is needed for a new tech or office worker that needs to use the system.

Pros:

you can import certain data fields, others are copy and paste unless you are starting from nothing. Help Desk support is fantastic, never had an issue the person on the phone could not answer - Top Notch!

Cons:

everything should be able to import when setting up another account or system

SUPPORT WHEN YOU NEED IT

Comments: POSITIVE POSITIVE POSITIVE!!! When there is a problem someone gets on it right away.

Pros:

EVERYTHING!!! CUSTOMER SINCE OCTOBER 2019! Service Fusion has taken us to a whole new level in managing our team. They give great customer support. They have included us in product development. They are always looking for better ways to improve their product.

Cons:

The way the customer list/base is set up.

The best decision I ever made!

Comments: The absolute best business decision I ever made. Our net profit increased at least 50% with SF. All customers information is always at our fingertips.

Pros:

Scheduling, tracking, customer history and getting paid better. Everything is at our fingertips

Cons:

The only thing I think could be better is service agreement scheduling and management. I also don’t like the new drop down box for receiving payments. Pictures are too slow to load.

Very easy to use and the support is second to none

Comments: Very happy with the product. I think its fairly priced ane once the guys were all trained on it they like the ease of use

Pros:

It was a very easy platform to get up and running. The Mobile and cloud function is such a great feature used by our staff

Cons:

The employee access set up is a little cumbersome but once you get the feel for it it makes it a little easier to understand the layout.

Review of Service Fusion

Comments: Great and like the system. Easy to use.

Pros:

The system is easy to use and the customer service reps are always available to answer any questions we have.

Cons:

No able to get all the usage of the system.

Service Fusion

Comments: When contacting support, they reply back with information that is in their knowledge base. It is not helpful. I have waited days and no one calls you. They are not very customer friendly.

Pros:

Creating jobs and estimates is very easy.

Cons:

Does not track maintenance agreements. You can enter the agreement into the customers account, however it will not keep track of visits that were used or need to be completed.

Service Fusion after 1year of use

Comments: So far the experience has been good , an as d appears to get better daily

Pros:

The product is good for us because we are a small family owned business that growing in the automation era. Its friendly enough to allow growth and learning. There are still a lot of functions that we are still learning to use daily...

Cons:

Being able to itemize products for the field technicians...

Job Dispatch - Lifesaver!

Comments: It's pretty good, but I don't consider this software to be as user-friendly as we wished it was.

Pros:

We no longer need to have the guys drive to our out-of-the way shop to pick up and drop off work orders. Saves us work time and fuel costs - huge!

Cons:

Not happy with the fact that I can't edit work order templates without paying for more subscription. That should be a standard feature that any customer can see what they want to see on their work orders when they print them.

Review of service fusion on my IT company

Comments: So far the fact that we can use the platform freely is very good we can use better reporting tools which at this time are very limited but in general the integration with the platform works pretty well

Pros:

How like how we are able to manage the entire sales cycle.

Cons:

We have need to integrate with other platforms the service fusion is very limited and cannot play with others So we can complement on better by adding more features. Reports are limited and complicated to use.

My Experience

Comments: After working with Service Fusion for 2+ years I understand that I have more to learn from it, but it sure makes certain aspects of my job easier.

Pros:

Outstanding customer service. Every time I have had an issue/problem, the support has been exceptional and the problem was resolved.

Cons:

The accounting side can be a little confusing especially for a novice with that side of the business.

Great Software

Comments: Great product and would recommend it. Also great price for the solution.

Pros:

SO may great features. I haven't even scratched the surface. Just finished deploying it. Tech support is truly the best. I always get assistance and never wait longer than 5 minutes. They are all very knowledgeable and patient. Pleasure to work with them.

Cons:

Takes awhile to get development to fix some critical issues.

Service Fusion - Overall Great

Pros:

I like the integration of invoicing with QuickBooks Online.

Cons:

The scheduling and reporting features are sometimes skewed if the date is not entered correctly.

Excellent Software

Pros:

Customer Service is superb! They are always helpful and polite.

Cons:

Invoicing issues before job is done. We take deposits for jobs.

Great Platform- Documents could be easier, but overall, great!

Comments: I am overall satisfied and would recommend.

Pros:

Everything in one spot, easy to find, somewhat quirky, but overall it is great.

Cons:

Document set up and formatting is a major challenge, especially if you have a lot of info for a small space. Don't expect full page photos to be included on any doc.

Very bad software company

Comments: my overall experience is poor. The system crashes weekly for hours. Support is slow. Problem solutions are non-existent. The maintenance agreement module is the worst attempt I've seen and completely useless. The limitations on importing information is horrible and their support staff takes over a week to update a live inventory count. In that time, you have to manually track ALL of your inventory moves and manually update it. The job labor section has no ability to charge sales tax. If you have a large inventory the sales tax on products will not function. They have NO offline functionality on the mobile app.

Pros:

The custom documents and online customer portal brought me in. Some of the feature's work but we have had to develop more manual processes and "work arounds" The bones of this software is great. Its sad the company doesn't develop it better.

Cons:

What they profess to sell you is inaccurate and onboarding personnel did a very poor job. They were very ill'-informed in their own product. I don't get the impression the owners are in touch with their customer's needs. Or maybe they just don't care.

Smooth interface but still has glitches to work out.

Comments: The product is generally good and has much potential if Service Fusion can focus on the base product and make sure it has no glitches. While I am sure the AI will be useful for many and profitable for Service Fusion, it should not be the primary focus until the basics are ironed out first. Sales should be honest about product capability, it is not a small task for service companies to switch between field service management applications.

Pros:

We love that it is easy to use, cloud based and easy on the eyes. Most features can be used without formal training (because none exists). Many good fields within customer and equipment for proper set-up. Product set-up (we have over 4000 products) and prices can be updated easily. Syncing to QBO is smooth once the initial set-up is figured out and understood. Very few glitches in this regard.

Cons:

There is something wrong with how additional visits work in Jobs/work orders and Service Fusion is not addressing it. It displays first date on top instead of last date, changing the status of one visit changes the status of all visits. In the past 6 months, intermittently or only on specific customers, the bill to section on customer invoices has been populated with "Serviced at" address instead of "Bill to" address as assigned in the customer profile. This has also affected the emails for invoicing as it will send to primary contact instead of contacts assigned to send invoices. After calling Service Fusion customer service, we quickly realized that many are unfamiliar with product and give you answers which are not correct and in conflict with others who we have spoken to in the past.There was one day where Service Fusion had an outage in the middle of the day. It appears they have no back-up service which is strange to see in a cloud-based service.Custom Documents is not so custom. When I called in to ask how to "compact" the document because they take up so much space on a page nd can bleed into multiple pages, customer service did not believe it can be done.Service Fusion provides no onsite support. They expect you to learn the product on your own or call customer service if you have any questions.

Service Fusion features

Comments: Generally, It has been pretty good. Support is very slow and intermittent. Sometimes chat support is offered, and then it is turned off. Waiting for chat support is hours. Phone support is also inconsistent. However, if you can get a technician on the phone, they have been very helpful and positive in their approach. Product management and fixes or additions of critical features are extremely slow in coming.

Pros:

The price to required features was primary reason we switched to Service Fusion. We had an elaborate feature list of required, and also positive features. We tracked this across all the software we tested and evaluated. Service Fusion, did not have all the features of some competitive technologies, but had the key elements at a price that made it very attractive.We did especially like the dispatch screen compared to other technologies.

Cons:

The key issue that continues to cause us to evaluate is the fact that there is no offline mode or ability on the field application. We were told at the decision time that this was a feature, but it clear that the field app cannot function at all without a cellular or wireless connection. All other major players in the space have this capacity. The bidding/estimate functionality is pretty deficient compared to other key players. The press to move us to use Fusion Pay as the only future processing gateway may prove to be a deal breaker, particularly as it is notably more expensive than competitors. Simple functionality in payment processing, such as card tap/swipe capability, no formal display mode for estimates, not enough sign-off options by customers, built in payment programs, limited more integration partners, reporting capability is very limited, inability to duplicate estimates in the field app, etc.

Raving Fan

Comments: The customer service is outstanding. They are quick to walk me through to solutions.

Pros:

It is a wonderful platform. This is my third platform from similar companies. All of the others have invoicing, calendar, etc. ServiceFusion is special. I use the VOIP phone feature, the data in Reports, accounting tab, and all the color coded dashboards. It is a great, great platform to run a business. If a prospect wants to just keep track of his jobs, there are less expensive options. But if a prospect wants to run a business, SF is a great solution.

Cons:

It was very difficult to launch SF. The great thing about SF is it is highly customizable. The bad thing is that it is very customizable. It was very hard to get all the communication, forms, colors, etc set-up. Housecall took 1/10 the time to set-up. But now that it is set-up, I love, love SF.

D&D Garage Doors

Comments: It was overwhelming getting started and having all our data moved over, but it is a smooth system and there support staff was helpfule

Pros:

the live information is helpful for accurate scheduling

Cons:

They need to update the payment portion, Service Fusion to have a credit card swipe system for office and mobile use

Overall satisfied

Pros:

Adding users with no additional charge ; easy to learn

Cons:

Lack of customer support, I like to speak to someone to figure out issues, not go to YouTube to try to figure it out myself. Difficult to find previous service calls on a client who has several service locations.