ServiceWorks - Avis

The scheduling and ease of information gathering. The way it is setup we can easily navigate and find what our client wanted and we are now able to customise even more their experiences with us. It has removed a lot of non value added activities that we had to do manually. We have the opportunity to look for cost overruns and how efficient we are as a company every day and at any time we have access to progress reports.

The initial configuration is rather easy but being in Quebec, Canada has made some issues difficult for us in setting up taxes and linking up quick books. Otherwise the CRM, Dispatch, job creating software ticks all the boxes for us.

Offers a lot of options and makes everything really easy for the office and techs both.

It has occasional bugs that make it impossible to work but it's rare and the customer service is great about fixing it!

The tool itself is a good tool and has alot of great feartures

Awful experience. Program was just simply not a good fit for our needs. We never launched and they refused to refund the $2000 for the one-year usage for the program.

easy to use and easy to train employees on, very easy to use on the phone and has very few problems.

if you show a payment as a down payment you cant remove the payment without showing that it is a refund.

There are many wonderful features but the feature we utilize the most is the dispatch. Being able to dispatch a call by location of the tech allows us to start the day knowing how the week is setting up.

I am having a few issues learning all the features some are a bit redundant but we have to devote the time to learning to use the features making it a priority

Enjoy having a cloud based system which give us more flexibility in how we run our business.

We are rural and don't have good internet connectivity. Our tech cannot use the system while out in the field doing the jobs most of the time. We have to complete the jobs in the system at a later date. The system posts the job information as of the date the ticket is completed in the system vs posting it on the day the job was actually done (the schedule date). This makes it impossible to use the accounting functions in ServiceWorks. It would be nice not to have to double enter every job.

The scheduling is what we use the most and I do like having everything at a glance. (The dashboard) I also like the you tube video tutorials.

This is very complicate software. After using for almost two years we are still figuring out many of the options. Getting our techs to use it has also been difficult for that same reason. Because we are a very busy small business we just don't have the time that is needed to sit down and figure it all out. We came over from Swiftlink and to be honest we still use Swiftlink for many things. Eventually that will not be and option but for now it's getting us by.

I dont find it overly hard to understand or use. It looks more professional than what we had. Customer service is awesome. I love the live chat and whomever I get always helps me out

i dont like, how you have to click on Prof action every time to see history, How sometimes things work and others same function is a pain to use (intermittantly) . So many steps to set up a ticket and close it out.

The software is easy to use, you need to see the videos to understand it very well but it is wonderful to use.

The fact that you need to end a recurrence, do some changes on the accounts and then add a recurrence again for the changes to take place.

It helped us to move completely remote! My technicians love being free of having to stop in the office for their routes and love not having paper tickets anymore.

There have been some bugs since we started using it, but (fingers crossed) they seem to be mostly worked out.

We liked some of the features in the back end. We are a trash can cleaning business and the sales person said that we would love the "fully customizable" integration feature with our website and the ability to take payment for services in advance. We realized this was a lie.

We were misled about the features and integration abilities of the product. When we deployed and started the integration into our website... the "fully customizable" interface was very lacking, our customer service technician's favorite words were... "No, we can't do that" and we felt like we were lied to from the start. Our technician was terrible at support and we immediately tried to cancel the service when we were trying to launch the company. This was a terrible experience and you stole our money, as we paid for a year's worth of service in advance.

The software is inexpensive. The features they proclaim to have are great, but many of them do not work as advertised if at all.

There are constant major changes that are not communicated. Repeat failiures within the software are almost a weekly event. It is to the point where we joke around about betting what is going to fail next. We have had issues with everything you can think of from ordering/checking in parts, submitting claims, sending notifications, routing, scheduling, accounts receivable, reports made, etc. You name it and it either is still not working or has broken multiple times in the last few months. Most recently was today when customers were getting notifications if the schedule date was changed on their ticket. It was the notification to let them know parts were in. Also today was the system automatically changing the status of tickets with backorder parts received to a status that isn't usable. These are both items that have failed before and I'm sure will fail again. They fail to test updates sufficiently when they are made time and time again. Their customer service is non existent. Easy way to tell is to try calling the number yourself. I'm convinced it is set to just go to voicemail automatically, and don't expect a call back. The only live person ever available was the sales rep who first set us up. He was great but has now left the company and I expect many users will do the same.

The customer service representative was very knowledgeable and helpful, and also very sympathetic/apologetic regarding the constant bugs I kept having to deal with. He did a lot of work to keep bringing these problems to the developers' attention.

It is the buggiest software I have ever experienced, and I can't believe it is "ready" for public use. In fact, reps indicated several times that I was their guinea pig (for no pay) in helping identify all of their bugs. Almost every day, either the schedule wouldn't work, the dispatch wouldn't dispatch, the emails wouldn't email, the whole program wouldn't work, job times got changed to 3 am, etc. etc. Usually it was the employee app that didn't work. Many of my employees gave up on the app and refused to try it ever again. Additionally, it is EXTREMELY hard to figure out how to use. Whatever you think is how you should use it is DEFINITELY not how to use it, as you will screw something up.

I like the population auto fills. The search ability is a key factor in running our business. We ran a business in Arizona with twenty-five employee's and keep tracking of what was going on was our biggest hurdle. I tried a lot of other software for this purpose (several costing 5 times the cost of sw) without the power of service works.

Just like learning any new software there are some frustrations along the way. There are a few bugs in the system that haven't been ironed out yet, for example; sometimes I will but in place holder information like the phone number if I don't know it. I will enter all fours or something with the intent to go back and enter the number when I get it. SW uses the ph number for the customer number. I doesn't allow you you to edit the customer number, oh it has the edit icon and you can delete it, but it won't allow you you to enter anything. By the way the work around for this one is copy and paste.

The thing I like most about this software is that we can use it on multiple devices.

The thing I like least about this software is how there is no instruction manual. There are many things about this program that make our daily use difficult. Since our switch, the same serial numbers have gone to multiple customers - which is a huge problem. Also since our switch, our accounts receivable has been off.. statements don't print for people that owe. The accounts receivable is also listed by first name, last name - and it would be a whole lot easier to go through if it were last name, first name. Our inventory also got messed up with the switch over, so we had to go through all of that again. It just has caused us a lot more work and we have to be extra aware of billing and serial numbers now. It would be very helpful to have an instruction manual or something to go off of.

The only thing I like about this program is the customization that we can do in the configuration.

There is a lot of redundancy in a lot of areas of the program. Also, when we migrated from Swiftlink to Service Works, a lot of our information didn't migrate properly, so I can't even use the reports feature to do billing. It is not and never has been accurate. Also, a lot of areas have too many steps that could be simplified.

Only pro is it can be used on a mobile device.

Keeping up with inventory does not flow easily. There are too many areas where you have to go and keep up with inventory. Currently my inventory is a mess. And I don't know how to fix it. You have to continually go to another screen and update inventory. I was converted from SwiftLink Software after 30 years. Now everything is in modules and tiers, which cost more depending on which tier you need. Lost a lot of features after migrating to Serviceworks. Lost monthly billing & warranty billing.

Scheduling of service calls .

We have had nothing but problems with the software and functionality.

Scheduling, integration , Integration, INTERGATION across marcone/ servicepower / quickbooks navigation. the

Initial rollout was like locking 4 people in a room, teaching them all a common new language, setting a hard launch date saying " at the end of the year, no more English, were all going to speak Portuguese!" and its a little clunky overall, but it gets the job done

its connected to Marcone parts distributor

it doesn’t integrate with quick books and no one there known how to make it work its been going on for three years now. i would have changed by now and i still might change for next year

I like how easy it is to learn and configure

I do not like the functionality of the scheduling software and route optimizations

MORE ACCSESSIBLE FROM REMOTE LOCATIONS. WE HAVE ONLY BEEN ON BOARD FOR A COUPLE OF WEEKS SO DONT LIKE IT YET, FRUSTRATING LEARNING A NEW PROGRAM.

OLD SYSTEM WAS SWIFT LINK WHICH SEEMED LOW TECH COMPARED TO THIS NEW SYTEM. MANY STEPS HAVE BEEN ADDED TO ACCOMPLISH THE SAME TASK OF SCHEDULING AND INVOICING OUR APPLIANCE SERV CALLS, AND NEW APPLIANCE AND PARTS COUNTER ORDERS. THE LOGIC AND FLOW OF THE PROFRAM IS NOT FLOWING AND INTUITIVE AS I WOULD LIKE, IE... HAVE TO HIT SAVE SO MANY TIMES ON A SVC CALL TICKET OR YOU WILL LOSE INFORMATION, WHY CANT IT SAVE FROM ONE KEY STROKE?

I like all features to this software and im still learning on it as well. I like how it combines parts with my parts distributor

the app could be a little bit more user friendly but im getting use to it. I do find it clitchy here and there but I call my guy Will and he gets it taken care of.

the program would be amazing but has no accounts payable feature

I'm still waiting to hear back from the "programs" to even be able to intergrade with quickbooks. I have been trying for a few months now to get switch over from Swiftlink but cant without having an accounts payable feature.

ServiceWorks offers a set of unique appointment scheduling features that helps us in a great way.

ServiceWorks could offer their solutions with a more user-friendly interface.