Service Fusion reviews

Excellent solution for field services

Opmerkingen: Service Fusion has a modern, user-friendly interface and tons of customizable features. You get so much bang for your buck. My growing business manages many field workers in several locations daily and the administrative burden was becoming debilitating. Service Fusion allows us to create a detailed entry for every job, as well as recurring jobs, then "set it and forget it". You can add photos to a job, contracts, other documents, notes for field workers, status updates, all the things! You can set it so that workers and clients are automatically notified, reminded, thanked, asked for feedback, etc. as well so it basically has a built-in communications and marketing suite. Last but certainly not least, the support is amazing! From sales to tech support - our sales rep really took the time to help me understand the value in this software before buying, he was so patient over several weeks and many many calls, and our Customer Success Manager is so reliable and committed to helping us customize the functions and processes to our workflow to get the most out of the software. They even have live tech support so you can tackle nuanced issues as-they-happen. I'm thrilled with Service Fusion and would recommend it for any growing business that deploys people resources to provide onsite services at client locations.

Pluspunten:

Tons and tons of features, very user-friendly interface, and very adaptable/customizable to various workflows. And unparalleled customer support!

Minpunten:

There's nothing not to like! We have run into some tiny nuanced issues that are specific to our business, but the Service Fusion team has been there to hear them and has always provided workarounds. They also take feature requests and everything about their customer service so far suggests that they will take them seriously.

Amazing product!

Pluspunten:

Switching to Service Fusion has been the best thing we've done in a while software wise. The ease of use has been invaluable for my technicians. The office side is easy enough, and makes customer service agreement management easier than any other product we've used.

Minpunten:

I would like to see more options available on an estimate, as well as being able to convert more than 1 option into the same job/invoice automatically if chosen. The options themselves need to have an "Option Description" section, so that clients can have detailed notes of what the different options mean.

Worst HVAC software of all time

Pluspunten:

Nothing. They lie and steal with abandon. Anything to get you to sign. The answers to all of your questions will be “yes” without any regard to whether or not it can actually be done. Highway robbery.

Minpunten:

I’ve been in the HVAC industry as an owner and consultant for 20+ years. Ive had significant exposure to just about every platform out there. Service Fusion is the WORST and MOST DISHONEST I have ever dealt with. Not by a little, by a landslide. They lied about possible integrations, what the software could do, and many other things. We had to hire 3rd party developers to try to make it work, and it was not possible. The loss on our business is immeasurable as we had to go back to what we originally had after tens of thousands of dollars in spend based on the jerk salesman’s empty promises and lies. Of course, he’s “no longer with the company” when I complained, and I’m having to work overtime just to get the account shut off let along my refund. This company is the WORST. Run away, don’t walk.

Easy to use CRM

Opmerkingen: Can't function without it. Our business is dependant on this CRM.

Pluspunten:

Very easy to navigate the dashboard and access our customer data base

Minpunten:

Very difficult to pull specific sales reports

Does What We Need it to Do

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Best CRM we've used to date.

Opmerkingen: Service Fusion has so far been a fantastic product. Being able to call customer support and talk to a real person is fantastic. They are frequently rolling out new features that make the value even better and the pricing is superior to other similar CRMs. We don't see a reason to make a change anytime soon.

Pluspunten:

The price for the functionality was the thing that sold us. Having a CRM that did all of the things we needed it to PLUS had automated messaging to the customers was critical and Service Fusion has that functionality.

Minpunten:

There are some things that we would like to have more customizable but we have found work arounds. The payment processor they use isn't the greatest, but it works. The mobile app is ok but doesn't work well without a good internet connection.

A great asset for you company.

Opmerkingen: Overall, everything has been great. Technical support is always available. Open a ticket usually only lasts a couple of days for repair. I would recommend another company looking for resource management.

Pluspunten:

My favorite part about using Service Fusion is the ability to dispatch zones and to be able to tag our customers for future reference.

Minpunten:

My least favorite thing about Service Fusion is that there’s just not enough time to capture all it can do for us.

SUPPORT WHEN YOU NEED IT

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

Pluspunten:

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.

Minpunten:

The way the customer list/base is set up.

Easy to set up and use out the box

Opmerkingen: 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.

Pluspunten:

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!

Minpunten:

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

Smooth interface but still has glitches to work out.

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Dispatch Made Easy

Opmerkingen: I really enjoy Service Fusion. It stands out among the crowd of dispatch software. Other programs I had used were glitchy and ended up causing me to spend more time fixing the problem then getting actual work done. One thing that deserves mention is SF's amazing customer service. I cannot sing his ( our tech) praises enough. This man deserves a raise, as he is always helpful, and actually interested in ME , not just work!!

Pluspunten:

My favorite thing about this software is how easy it is to create/schedule jobs. The way they are displayed on the dispatch board so that I can see what is scheduled but unassigned, what has been dispatched, and what needs a follow up. I also enjoy how easy the software is for the techs and the fact that there is a space for all the information we are interested in collecting (i.e. equipment type)

Minpunten:

The one thing I really dislike about this software is how difficult it is to just get a simple list of the VIP customers or maintenance contracts. Previously we used FieldEdge and all I had to do was simply hit "Maintenance Contract Customers" and it would list all the contracts- when they were purchased, when they expired, and if they had previously been on contract and failed to renew. I don't like the fact that I have to put in the dates what not. I just want an easy one-click button.

Beware of the payment processor

Opmerkingen: System is great. Payment processor is terrible and unresponsive.

Pluspunten:

Scheduling / dispatching / ease of use and tracking all service work

Minpunten:

Payment processor support is terrible and unresponsive. Said they had to check our account for 'fraud' and have been holding all of our payments for over two weeks with no response as to why or what the timeline will be.

Need a lot of work

Opmerkingen: I like that you have training videos but sometimes its a lot easier to go to the point and help out with a human. Am not going to lie it makes your job easier once you learn how to use it. I wish that you guys had a different ways (apps) to use it on the go for the phone system.

Pluspunten:

Simple if you know how to organized your team.

Minpunten:

Service call a.i. needs a lot of work for a new set up and to many missed calls as customer service told me that if i didn't like head sets that i was still on time to switch back. As i was having a hard time to fix the settings. You guys need to find a different way to train someone on this new system. Also have customer service available on Easter time as they all start at Pacific time and we have to wait 3 hours to get someone to help you early.

Mislead reps, they take your money and run

Opmerkingen: Horrible customer service!!

Pluspunten:

Lots of customization, ease of mobile device.

Minpunten:

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

Service Fusion after 1year of use

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

Pluspunten:

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...

Minpunten:

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

5 stars

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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!

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

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

Pluspunten:

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.

Minpunten:

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.

Great for small HVAC companies

Opmerkingen: Overall our experience with Service Fusion has been great. It's a tool that will do well for any small service company. I would love to see Service Fusion step up their partnership with larger organizations like ACCA and do more with their on boarding process. We were left to figuring out how to apply the tool to our own processes and how to get the tool to do things we wanted it to do for us. Service Fusion was there for us when we have questions, but a better on boarding process with a consultant to help us set up would have saved Service Fusion teams from less questions down the road and helped us ensure we're using the tool/setting up our own methods properly in the first place. I would still recommend Service Fusion to any small business like ours.

Pluspunten:

It's allowed our small business to get more connected with customers and create a better customer database along with new payment portals not available to us before. We are still learning the tool but we've already saved time regarding payroll and getting critical data in the hands of our Technicians when they are out in the field. Connecting the field to the office support team has been critical in ensuring we're providing our best selves to the end customer. The Service Fusion team has been incredible! They are super supportive and answer any questions we have on any given day within minutes. They have helpful videos and go the extra mile to help in every aspect. Great Team!

Minpunten:

While there are some incredible features that have helped us, there are some limitations and clunkiness that needs to be ironed out. The dispatching views are great but limited to size of screen - having to reduce the overall screen to see our entire team doesn't give us a view of the bigger picture. The phone app doesn't allow this larger picture of schedules when we're out of the office, however the dispatch does connect to Google Calendar to get it but still makes it so we're jumping through multiple clicks to get answers to customers on our availability when we're in the field. Reporting on schedules and tracking schedules is somewhat limited. There is no good way to handle tracking paid time off (which we offer to our employees) so we are left to creating our own work arounds to track this. We run into our teams forgetting to track their time and needing to update their time on the back end - there are ways to get it updated, but it's clunky - multiple clicks through multiple areas isn't always transparent on method. We have clients with multiple properties and while the tool supports this model, we would love for it to track the equipment to each property so we're not having to manually look this information up. For us being in HVAC, we need a way to track the size of the air filter for a few of our customers that own hundreds/thousands of properties. Being able to tie equipment to property would be huge.

This software is not ready for work.

Opmerkingen: First I would begin saying that this software looks great on the demo presentation. But after you start working with it, you dive into a huge pile of issues. We have used this software for several months and the only thing that I can say is "waste of money" besides the monthly payments we have invested hundreds of hours in importing our company's data into the software and setting up the work structure. All along it was a bumpy ride. We started noticing "issues" that were critical for any company's workflow, but when spoke to their tech support, all those "issues" became "features". The tech support people said to me that they are coming out with a new system that had been completely rebuilt from the ground up. When asked when will this system become available, nobody knew. The fact of the matter is that if the software was good, why would they need to redesign it entirely? They know that the system is problematic, but refuse to admit that in public. If you are ready to spend alot of money and time, this could be a great adventure, but if you are looking for a real working field service management software for your business, look elsewhere. Good luck.

Pluspunten:

It looks like a perfect fit for our business model. We liked the option that the technician on the field can capture pre and post work signatures.

Minpunten:

The technician mobile app does not have any way to work offline. The app is full of bugs and not functunal at all on the field. The online system is very cluttered to work with.

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

Pluspunten:

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.

Minpunten:

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.

One of the better players in their field.

Pluspunten:

It is easy to use, fairly reliable, and it handles purchase orders, multiple warehouses for inventory, ability to schedule multiple technicians to a job, sub customer. Tech support is easy to get to.

Minpunten:

We have some customers that prefer to have invoices faxed to them, and we use myfax for our provider. It appeared that there was a way to integrate with that service, however, when we contacted tech support they informed that it may be available in the future. Not sure why they have a non-functioning feature. The inventory system is at best mediocre. Payments recorded in Quickbooks do not synch back to SF. Tech support, while helpful most of the time are stand-offish when a feature does not work as expected. Overall, they are far better than a few other vendors we have tried, but there are a lot of improvements to be made yet.

SERVICE FUSION IS AWESOME!

Opmerkingen: The benefits that we have received, since using Service Fusion, are countless! Just a few examples include the following: combining 10+ databases into one, ease of reoccurring billings, having one central go-to place for everything, having the ability to see exactly where our technicians are, pulling reports, increased tracking capabilities, emailing our invoices to our customers, receiving payment in the field and the list could go on for days. Their Support Team as a whole is fantastic. One of the guys from the Support Team made certain that the implementation of Service Fusion to our team went as smooth as possible! -You can't get the kind of support I received, just anywhere. Above and Beyond!

Pluspunten:

This software has been fantastic for our Heating & Cooling company! It has achieved the goal of combining 10+ databases that we used to use on a regular basis, in to this one program! The program is relatively easy to use, along with their field worker app. At the beginning I was worried about the variety in ages, of our users, ranging from 14 years old to 69 years old, they all have done excellent in using Service Fusion due to the simplicity and ease of the program! Over the past several months Service Fusion has came out with enhancements, which makes tasks easier for us.

Minpunten:

There is the occasional idea that comes to mind, that I would change about this software. However, I think of anything specific right now.

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

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

Pluspunten:

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!

Minpunten:

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.

Cloud based solution for work orders and maintenance

Opmerkingen: It allows us to keep track of hundreds of service calls a day and allows our technicians to keep track of their times and call history.

Pluspunten:

The Service Fusion support team is very responsive and fairly quick to remedy problems and add new features. The app allows us to send jobs and work order requests to technicians in the field. The app also allows technicians and office staff to update notes and information in real-time. It offers everything needed to maintain a small to medium sized service company.

Minpunten:

Updates to the platform are often rolled out with little to no warning. The platform is very stable, however, when it does go down, you are basically dead in the water until it's back up and running. They have back up servers for down time, but they operate at a much slower speed, impacting production during those rare instances.

One major accounting flaw

Pluspunten:

One of the most feature-rich software platforms we came across in our vetting process. The ability to close-out a job, but leave a task open to do at a later time would have made this the best software we found. GPS tracking was nice in theory, but did not work correctly on iOS devices.

Minpunten:

The software is unable to do 3rd party billing to more than one parent company. All other software we ran across was able to do this. During the sales process, the salesperson guaranteed us that their software had the ability to bill any 3rd party.. what he didn't say is that it permanently locks that account to a single parent.. and any changes affects any other open jobs with the same customer. 3 months of wasted time.