Service Fusion

Pros

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.

Cons

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.

Pros

Service Fusion has so many options that you can create; the setup is robust but worth it. Automation is key to taking care of our clients.

Cons

There are a few limitations, but the support makes it worth sticking with.

Alternatives Considered

Reasons for Choosing Service Fusion

Switched From

Reasons for Switching to Service Fusion

Pros

I love that they have a phone system that works over the internet, loads of additional features such as inventory tracking, capturing photos directly into the platform and the ability to have clients sign forms right in the field.

Cons

Difficulty in implementation, the speed of moving everything from our original CRM to the new platform. On month four and it's still not completed, so we haven't yet been able to make the move to the new platform.

Pros

I like that we can sync alot of stuff into Quickbooks. I know there is more that can be done but I have only been here 1 year so I am working on more critical things and then hope to learn more.

Cons

Inconsistency of syncing invoices and payments so that they match up

Pros

WE WENT FROM PEN AND PAPER AND USING AN OUTDATED SOFTWARE SO MOST THINGS ARE BETTER

Cons

WHEN BUGS ARE FOUND IT TAKES A LONG TIME TO HAVE THEM CORRECTED. FEATURES BEING ADDED ARE VERY LIMITED, IT ALSO APPEARS THAT THE DEVELOPERS DO NOT TAKE THE RECOMENDATIONS OF WHAT IS SUGGESTED

Alternatives Considered

Reasons for Choosing Service Fusion

Reasons for Switching to Service Fusion

Pros

Easy to set-up, maintain and use. Good basic system overall.

Cons

Not full-featured. Customer support was not very responsive.

Pros

Simple if you know how to organized your team.

Cons

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.

Pros

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.

Cons

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.

Alternatives Considered

Reasons for Choosing Service Fusion

Switched From

Reasons for Switching to Service Fusion

Pros

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

Cons

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

Alternatives Considered

Reasons for Choosing Service Fusion

Switched From

Reasons for Switching to Service Fusion

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.

Pros

Keeps track of customers. And easy to send invoices.

Cons

Catalogs Confusing and App Buffers. My guys have a hard time in field because system just buffers. Time is money.

Alternatives Considered

Reasons for Switching to Service Fusion

Pros

its very intuitive. easy to use. we are able to keep track of all of our service jobs MUCH easier now. invoicing is so much faster. everyone really likes the system.

Cons

we find it hard sometimes to just find specific histories.

Pros

We love that Service Fusion is easy for our technicians to use while in the field, giving us all of the necessary information that we need in house to submit estimates. The ease of use for our admin team is fantastic, as well. The invoicing looks great and is simple to navigate through. It ensures that we look as professional as we wish, to our customers.

Cons

Not being able to see the customer file while taking a payment. Most customers simply say "it's the same address" and it would be nice for the payment screen to be a pop-up outside of the actual file.

Pros

It works

Cons

When your service go down.

Pros

When I first found Service Fusion, it had everything I was looking for in a field service management software. It allows me to manage work orders and keep track of our day-to-day schedule of jobs. Inventory management was a huge plus now that I can manage inventory across all our vehicles. Simplicity is what I was looking for and that is what I found in this software.

Cons

My only complaint with Service Fusion is the reporting. Although you can customize your report with the information you may need, I don't find that it is easy to do and I cam not able to format the report to my liking. Customized reports with only the information I want would be great. Looking forward to more improvements on this side.

Pros

I don’t have to pay for each employee subscription

Cons

So far I don’t have any con it does everything I need it to do

Pros

We can communicate with our techs that are in the field.

Cons

It does not work well with quickbooks. Some of the invoicing needs to be different.

Pros

Ease of use
mobile interface
calendar
scheduling
tech notifications

Cons

search engine in desktop
issues with job numbering

Pros

Low barrier of entry, strong customer support

Cons

Would like to have a more robust Project Management Module

Pros

The people were friendly, but they will tell you something will work when it won't.

Cons

We signed up because their sales people told us that their system would work for what we needed. After we signed up and paid the money, we worked diligently with the system only to find out that it would NOT work for what we need. They essentially lied in the beginning, and in the end would not prorate any funds paid. It was a big waste of time and money.

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Alternatives Considered

Reasons for Switching to Service Fusion

Pros

I like that it helps me stay efficient and organized

Cons

I can't think of anything right now but when I do I'll reach out to you again.

Pros

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

Cons

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.

Pros

It is very simple to use . It keeps up with all my Invoices and Estimates . I can change and delete anything needed or not needed . I have yet to have this system fail on me . Great way to keep track of everything.

Cons

That it doesn't allow you to click back to where you were it takes you completely back to the job board.

Pros

To be honest, Customer service is on point.!!!! I am still discovering features in SF and all agents are very knowledgeable, every question i have they all make sure to guide me on the process, if a ticket is opened for a problem that has to go to the internal team i always get a response back usually within a day or two. ([sensitive content hidden] best of all)

Cons

No credit memo feature, not being able to go back the page on everything most times takes me back to main page if it is an invoice or something i am searching for. not been able to void invoices, the service management agreement does not detail anything this feature should be able to tell me the amount of contract when do they expire for the option of possible sales i should be seing the customers that their agreements are about to expire without having to pull a report. I do not like to see open revenue for the jobs that are closed but not billed this should be for open balances that are billed open invoices or pending not closed if a job is closed the balance should not reflect as an open balance on the account.

Pros

You should write "do" above, not did (past tense like we are leaving you.)
What I like most about SF is it is user friendly.

Cons

Like least, that you can't hit the back button and be exactly where you were. Everything resets. When creating a job it defaults to dispatched status instead of scheduled status. We have to change it from dispatched to scheduled. Issues with estimates, have to save as pdf to get it to print on one page. Otherwise, it prints address field separate from the details. Can be slow at times, especially when using search function.

Pros

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.

Cons

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.

Alternatives Considered

Reasons for Choosing Service Fusion

Switched From

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.

Alternatives Considered

Reasons for Choosing Service Fusion

Reasons for Switching to Service Fusion

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

Pros

We like most that it was not only easy to use but easy to learn.

Cons

We would like it to track Flat rate pay.

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.

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.

Alternatives Considered

Reasons for Choosing Service Fusion

Switched From

Reasons for Switching to Service Fusion

Pros

scheduling, mobile app, estimating are good

Cons

reporting is not very good, cant get the information out in a useable way for analysis.

Pros

Their customer service staff are really helpful when I contact them about anything

Cons

I wish they could work the kinks out faster.

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.

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.

Alternatives Considered

Reasons for Switching to Service Fusion

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.

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.

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.

Pros

increased efficiency with having information between office and tech smooth

Cons

so slow to load reports and dispatch and edit larger work orders.

Pros

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

Cons

Very difficult to pull specific sales reports

Pros

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.

Cons

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.

Pros

Everything is working great for our needs.

Cons

Initial setup support was a little shady and creating an invoice from a walk-in customer takes a while.

Pros

customer service is good, it helps keep me organzied

Cons

there are some things that need to be fxed, i wish they looked at the reqcommndation portal more often. there are things that have been requested for years that are just not getting done.

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.

Pros

Ease of use. Dispatch grid is great. Job costing is easy.

Cons

Bookkeeping side is lacking. No statements. PO's do not flood into expenses.

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.

Pros

User friendly interface, ability to use on mobile device.

Cons

limited customizations on some features. limited ability to create specific reports for example, Can not export statements like on other platforms. Can not take payments for multiples locations at the same time if they are separate accounts.

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.