Service Fusion Erfahrungen

If you have a sales team that is mobile and on the road this is an incredible platform.

Vorteile:

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.

Nachteile:

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.

software for complete service management.

Kommentare: Service Fusion makes it tremendously easy for me to access all of my accounting and client information when I'm on the move. Along with having good customer assistance, I can access it using the app on my phone, tablet, or work PC. As a result, I can save a ton of time.

Vorteile:

Estimates, scheduling, online payments, a mobile application, and reporting are all included in the comprehensive software package with FSM features. With Service Fusion, you can quickly convert a task into an invoice. Out of all of them, I prefer Billing and Invoicing the most.

Nachteile:

Because it occasionally travels very slowly, the software needs a good connection to work. in addition to the restricted number of report options that may have been increased.

Smooth interface but still has glitches to work out.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 after 1year of use

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

Vorteile:

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...

Nachteile:

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

Service Fusion features

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Reliable software that does what they say it will...

Kommentare: I am really happy with Service Fusion. It does what they say it will. It's reliable.

Vorteile:

I am very happy with Service Fusion. We have found that the software performs in the way it was presented to us. I like that it integrates with QuickBooks. It is going to enable us to fully implement going paperless this year. Like any software, there is a learning curve, and it has some limitations but when you call tech support they are helpful and usually resolve or explain my issue. There are lots of report options that have reliable data. The integration to QuickBooks actually works. I think the paperless is actually appealing to customers in the estimate process and easy for them to view and accept quotes.

Nachteile:

There are some quirks with the QuickBooks integration that would have been helpful to understand better before we transferred our data/customers into Service Fusion. I think some of the issues we've experienced, we wouldn't have had we not been working with existing customers and database. I would have been willing to pay to have had Service Fusion help more with our database and making it better to communicate within the two softwares. Our main issue we encountered was that parent/sub accounts from QB came over with all the same name and addresses. Also, our customers in QB had customer numbers in front of their names, and its an ongoing issue with the integration tool not being able to differentiate between customer numbers and job numbers. In general the integration tool seems to skew our list data in QB and we frequently have to rebuild our data and correct things. I don't consider this a Service Fusion issue, however, when we encountered it Service Fusion was able to explain it and I just wish they could have educated us on this from the get go and we could have tried to edit our database or something. If Service Fusion would have offered to help with this for a fee, I would have paid it. I wish: when you were editing a work order, to make it into a invoice, that the PO's against it stayed viewable. there were not so many clicks to invoice a call and then print it. I think in total its like 4-5 clicks/multiple new pages. PO & product catalog communicated.

Useful Data Points Increase Profits

Kommentare: We wanted an all-in-one cloud-based CRM that would allow our field techs and office staff to effectively capture information, book appointments, review workflows, get driving directions, build invoices, take photos and collect/document payments. Service Fusion has been a lifesaver and changed how efficiently we can do all this, while collecting key data points that can later be used to generate actionable reports.

Vorteile:

The ability to generate reports and review metrics in a single click has allowed us insights into the most profitable and least beneficial areas of our business, allowing us to streamline our business model and maximize our bottom line. We have received multiple compliments from customers about the excellent communication from our business (appointment reminders via call or text) and being able to pull up job history on a client is worth its weight in gold.

Nachteile:

Not having a home button in the app that takes you back to the main screen can result in lost time due to extra clicks. We have found it is sometimes faster to close and reboot the application. Also, when we signed up, we double-checked that we would be able to use a 3rd party credit-card processing vendor and were assured this would always be the case. Now we are being forced to integrate all our payment processing through Service Fusion. If the fees to process payment go up (as all things do) this would certainly frustrate our business and dampen my enthusiasm to recommend SF to other business owners/managers.

Easy to use, and Optimal Customer Service

Kommentare: I just started using Service fusion 8 months ago, at first I was scared I would mess up the whole process of customers and scheduling my technicians. But Service Fusion has proven over and over again their product is easy to use, implement, and there really isn't much that you can't "undo" if you make a mistake. If I can't figure out how to do something all I have to do is contact customer service and they walk me through step by step!

Vorteile:

The easy of use for this product is amazing! If I think there might be a better way to do a task, I can always reach out to Customer care and they are fabulous in trouble shooting my ideas.

Nachteile:

The only drawback is when there are more than on tech on a job, the real time data is not available on the calendar home page.

Raving Fan

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

Vorteile:

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.

Nachteile:

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.

A Mostly Good Program

Kommentare: Mostly, this program is wonderful. The only complaint I have is the interface with our accounting software.

Vorteile:

Service Fusion is super easy to implement and use. The features, i.e. Dispatching, going from estimate to work order to invoicing is seamless.

Nachteile:

We have to use this with Quickbooks Online. Some of the invoices do not go autimatically over to Quickbooks. If there is any "line item - imputed" the invoice will not go to Quickbooks at all. If there is a discount applied, it will not go to Quickbooks. This is honestly the only problem we have had with the program.

Not reliable Servers are constantly down , very overpriced for the reliability

Kommentare: The problem is reliability of their servers. At least several times a week they go down anywhere from 10 minutes to 2 hours to fix. You try running a service company when your techs cant go to the next job because the server is down. I am assured once a week that there server issues are resolved and they are not. I have been using this software for over 2 years, 6 month ago they did something because they are no longer reliable. I am paying top $ for the software . Kickserve was much more reliable and much less expensive.

Vorteile:

As a dispatch software it does a good job

Nachteile:

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

Service Fusion is Malleable and can become what you need it to.

Kommentare: Their team in support is always quick to assist, they are helpful and not condescending.

Vorteile:

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.

Nachteile:

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.

Love the product but REALLY LOVE the support team - Thank you [SENSITIVE CONTENT HIDDEN]

Kommentare: Extremely happy.

Vorteile:

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!

Nachteile:

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.

Mislead reps, they take your money and run

Kommentare: Horrible customer service!!

Vorteile:

Lots of customization, ease of mobile device.

Nachteile:

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

5 stars

Kommentare: Overall SF is light years ahead of our previous software. They do have some things to work out, but it is very obvious that they are making changes. They are affordable and have awesome support.

Vorteile:

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.

Nachteile:

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!

Fantastic Software and Great Customer Service

Kommentare: We used Service Fusion for 1 month in a "test" environment. We liked it very much, and decided to move forward. Now, we have been using it in production for 1 week, and it has greatly streamlined our processes. Our office staff loves the intuitive user interface, along with the automated notifications that can be configured when field staff is dispatched to our customers, and as the job progresses (dispatched, on site, invoiced, etc). The work of our field staff has also been simplified by going "paperless". The mobile app they use has all the information they need at their fingertips. Customers can sign for their work and receive e-mails at job completion with invoices if desired. On aspect of Service Fusion that we really appreciate is that it is highly configurable. As a small example, if you don't want notifications to go to your customers, you don't need to send them. If you only want certain ones, during certain statuses of the job, you can configure that. We appreciate how the developers have designed it in such a way to be flexible and not force a company to work a certain way. For example, the ability to add custom fields for various entities (customers, jobs, equipment, etc) shows that they understand each company may have specific needs for information tracking that are not included the software's built-in fields. Giving customers this flexibility makes the software highly configurable to our needs. Finally, our experience with Service Fusion's Support staff has been phenomenal. We've had to call in several times during our transition from our previous software for various things. Each time, we were able to work with their knowledgeable support staff who've spent the necessary time with us on the phone to solve our problems. In addition, we sent in a request for a minor enhancement to a report that would have really helped us. To our surprise, they followed up very quickly and made the enhancement we requested. Typically, our experience with software vendors is that we don't see such quick turnaround to implement enhancements. But our experience with Service Fusion is that they are very proactive and listen to their customer needs. Based on our experience so far, not only with Service Fusion's customer support, but also with finding their software highly functional and easy to use, we would not hesitate to recommend Service Fusion for service companies like ours.

Vorteile:

Highly configurable, easy to use, intuitive user interface.

Nachteile:

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

There are a few functionality problems, but overall this product is fantastic for office life.

Vorteile:

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.

Nachteile:

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.

Beware of this Program!

Kommentare: Our experience with this company has been very poor. Our Company has been using Service Fusion for over a year. Please be aware that our experience with their customer support has been terrible. The program is buggy and Developers are slow to fix problems. You seldom hear back from them about the status of an issue. We have been unable to manage our inventory/books now for weeks because there are major bugs in that part of the program. The program is supposed to be integrated with Quick Books, but that has been a nightmare for us. We have been trying to get data to sync from Service Fusion to Quick Books for the past four months! No one returns our phone calls. We've even left messages for management and they won't respond to our phone calls. Customer support doesn't take responsibility for helping to find resolution to problems. If you value your business data, please think twice before you trust your information to this company!

Vorteile:

General Interface is quite user friendly.

Nachteile:

There are a lot of bugs in this software. The reporting is very limited and you can't get all of your data out of the system. Some of the reports are currently providing bad data and cannot be used. They are slow to fix issues and there is no customer service support.

Great for small or start up company

Kommentare: Service Fusion great for small start up company. Price cant be beat. Did experience issues with system on several occasions and that is hard when we are east coast and tech support is 2 hours behind. That leaves us unproductive. Preventive maintenances not easily tracked.

Vorteile:

Loved that we were able to create job statuses and color code them - making it easier to determine tech returns or parts needed when looking at Dispatch Board. Liked equipment tracking but wish could have attached picture of equipment

Nachteile:

Mobile App needs improvements. Technicians unable to search for job by job #. They had to go to customer and scroll until they located job #.

Promises of features... never came true & customer service down the drain!

Kommentare: Started well but now from scale of 1 to 10 they get ZERO.

Vorteile:

Pros would have been the ease of managing customers in the field with management and staff and seeing all customers in an easy map layout! However, many of these features that were Supposed to be launched with their upgrade, was promised to us as early as March to April of 2020 and they NEVER came true!

Nachteile:

Customer service has become non existent! Calling many times with no one returning calls. Getting hold of people and requesting to speak with supervisors and 2 weeks passes with No call backs! Features for a small field team are not very practical ans user friendly specially in the field. Has lots of bells and whistles that are not rrally used much and many features that were supposed to be launched to make the app more practical, never happened. We did really put lots of effort and tried to use this for on and off over a year, but it has been a total disappointment. Our industry is fire protecrion services. Will Not recommend this.

Great for Scheduling

Kommentare: Overall experience is I absolutely love how easy it is to use and I can do everything from the program

Vorteile:

The features I love most about this product is being able to see who the customer is and what troubles they are having with their alarm system. I also like the fact that I can click on the button that lets them know I’m in my way. I also like the fact I can handle all payments for the customer at the time of service.

Nachteile:

One thing I don’t like is when I put in the time for the job and then click on job completed no invoice it resets the time so I have to go back in and adjust it

Excellent Service and Dispatch App

Kommentare: Easy to keep track of jobs, estimates, and repeating jobs.

Vorteile:

Easy to use, can track customer information, jobs, repeating jobs, and estimates.

Nachteile:

Quickbooks sync is one way, and the information that goes down to QB is limited. Some organizational functions are lacking, but the development team is hard at work and is adding features frequently.

Purchaser

Vorteile:

Needs a stronger purchase order system, and a constant dispatch board that does not time shift. Would be nice

Nachteile:

Purchase orders, the purchase orders have to be manually made, would be great to clock on the job number and then create a purchase order to reflect that job.

Amazing Product & Service!!

Vorteile:

I can't say enough about all aspects of this product. We had gone through two programs that were not providing us with the Quickbooks relationship we needed as well as the ease of use and service dispatching. I love the customer service team that has answered literally every question I've had since we've started. Switching programs twice is an accounting feat and very difficult logistically. There hasn't been one time Service Fusion didn't answer a question when I was hung up on something during our transition. I called about 12 times in one day with not a single complaint from their staff. Nothing but excitement to help us. The system itself has already met my expectations and then some. As I'm learning more about the capabilities of the program I'm even more excited to continue using it. Fantastic product all around.

Nachteile:

I would honestly have to say I can't find much of a con that's significant enough for me to write about. After two weeks of straight use I have yet to have something that bothers me. With any system, there probably is an issue somewhere, I just haven't found one yet. With any problem I've had the customer service team has explained how to work it out.

Best One Out There

Kommentare: We have tried over 20 different CRM, and Field Service programs over the past year with various success. Service Fusion is by far the best product we have tried. We almost instantly fell in love with it. The admin staff boasts about how easy it is to use. The automated text message to clients indicating that you are on the way is brilliant. Our invoicing process is seamless now with the automated functions, and it syncs well with Quickbooks (a must for us). The product is outstanding, but so is the customer service. A couple of areas that need improvement are:
- integration with google calendar
- options to push forms into clients file from other apps on android (maybe there is?)
- better CRM and Sales related functionality (I hear Q1 2017)
- easier set-up of zones for booking in specific areas
- in app distance measure for new client address from already scheduled jobs, or some sort of intuitive date selection (I know I'm asking a lot) Overall, you won't find a better scheduling, and field service app out there. I have tried so many and have often been left very disappointed. The price point is really good, the product works really well creating a better experience for our Customers.

Vorteile:

Ease of use, price point, automated text to customer updates, excellent quickbooks sync, invoicing, billing options, layout, customer service,

Nachteile:

Lacks google products integration, Limited Sales Pipeline, CRM Functionality,