ServiceWorks Reviews

Good product and reasonably customizable

Comments: Overall good product ...not sure we will continue to use.. it has a lot of functionality we just don't need and may seek something more streamlined

Pros:

Service history and ease of creating and scheduling calls

Cons:

Not optimized on some devices Challenging to implement inventory program when you are admin and field tach

Productivity & Work Flow

Comments: My overall experience has been fair. Customer service is pretty good.

Pros:

The program is very easy to use. The scheduling feature is awesome as appointments can be rescheduled on the calendar, as well as in the client record. The customer service is somewhat good, which increases productivity. The customer history is also a helpful tool. Onboarding and ability for the Service Works team integrating forms was a great experience.

Cons:

The program and the app frequently freezes and some requests, asking for different configurations to on tickets or reports are not handled immediately, or in a timely manner. The lack of ability to customize reports without involving Service Works. The price of the service has increased and is not really justifiable for the services that are received. Configuring templates is a challenge. Also, different browsers produce different results. There is a lack of consistency. The inability to edit forms within the program The lack of ability to scan documents or photos larger than 5mb

FEELING ABOUT SERVICE WORKS!

Comments: THINGS CAN BE SLOW AND TAKE EXTRA TIME TO COMPLETE, WATCHING THE LITTLE GEAR TURN AND TURN CAN BE FRUSTRATING. SUBMITTING CLAIMS IS HARD TO GET INTO, WE HAVE OVER 17,000 SUBMITTED TICKETS AND THE SYSTEM HAS TO GO THROUGH THEM ALL BEFORE OPENING APP TO SUBMIT A TICKET. HOURS THAT ARE NEEDED FOR A JOB CHANGES EVERYTIME YOU GO IN TO ASSIGN A TECH AND WE HAVE TO REMEMBER TO CHECK IT AFTER SAVING TO MAKE SURE HOURS NEEDED IS CORRECT. YOU HAVE UPDATED YOUR SEARCH BAR AND WE HAVE TO PUT THE PHONE NUMBER IN AND NOT THE NAME TO SEE IF CUSTOMER IN IS THE SYSTEM. SEARCH SERVICES WORKS SEARCH BAR WHEN PUTTING IN TICKET NUMBER, DROP DOWN TICKET NUMBER APPEARS AND THEN WILL JUMP TO 10 OTHER TICKETS ON DROP DOWN, WE HAVE TO HIT ENTER TO GET CORRECT TICKET TO APPEAR. OLD WAY GAVE US THE TICKET WE NEEDED INSTANTLY.

Pros:

IT HELPS IN CREATING JOB TICKETS. DOES WELL IN KEEPING TRACK OF BILLING AND IS NICE TO HAVE ALL INFO STORED IN ONE PLACE.

Cons:

STOP CHANGING OPTIONS THAT SEEM TO SLOW DOWN THE WORK WE ARE DOING. CONSTANT CHANGE ISN'T ALWAYS A GOOD THING. WE GET USED TO USING THE PROGRAM AND THINGS CHANGE.

My thoughts on ServiceWorks

Comments: I like the overall concepts and practicality of the way the software is put together and in the most part is very easy to use. The customer support has been phenomenal.

Pros:

I like the ability to create jobs and monitor the service history on the job.

Cons:

The inability to change the customer a job is assigned to. You have to cancel the existing job and create a new job for the correct customer.

Middle of the road

Comments: My experience is poor compared to others I have used in the past.

Pros:

I like the functions that they are shooting for

Cons:

they are always messing accounts and functions up when they release an update.

Service Works

Comments: Its not great. Lately we have had huge problems with inventory. I have called and set up fix tickets. They fix the 1 specific model I notice. It is multiple models that are effected the same way. Should be an easier fix

Pros:

Data got transferred from Swiftlink. That was the main reason

Cons:

We have had a hard time from the very beginning. Inventory and pricing

Serviceworks interface with Quickbooks online needs work.

Comments: Not ready for prime time on the QB Online interface!

Pros:

I am the bookkeeper for a Serviceworks user. There is a detailed information collected in the software that allows me to prepare the financials

Cons:

The interface with Quickbooks Online was extremely difficult to implement. There were multiple errors resulting in missing invoices. We ended up abandoning that effort and resorting to pulling reports for the data needed. It is also difficult to arrive at correct sales information in the reports due to the variations in the reports and the requirements to complete jobs in order to report data. The POS module was built on top of the existing jobs software, and does not always match the workflow for walking retail customers. Although customer service staff was available, they did not have in depth knowledge of the product as it relates to accounting.

Servic e Works

Pros:

The ease of scheduling and dispatching.

Cons:

Almost daily something is Service Works is changing.

We love Service Works

Comments: We are so happy that we've decided to work with Service Works! This app has transformed our business by allowing us to be more organized in so many ways!

Pros:

Service works has streamlined our scheduling, dispatching and invoicing. Keeping accurate service records and detailed job notes is a breeze!

Cons:

Service Works overall is a great platform. I am more friendly with the desktop version than the app. The app is great, however, we do experience some glitches and bugs on occasion.

Must have patience

Comments: Horrible. Any time we had issues we were told “we don’t know”

Pros:

The dispatching is probably the only positive.

Cons:

SW customer service and technical support is HORRIBLE! They sell you a dream at first but quickly you find out you’re solo in trying to navigate the software.

Highly efficient

Pros:

ServiceWorks helped me and my team achieve fast and great results with customers. Dispatch and technicians were great in terms job postings and enrouting

Cons:

It rarely crashes. But I guess that’s normal since every app does

Works for us now

Comments: It's alright! I'm glad we use this instead of ServicePower

Pros:

It works most of the time. Could be faster considering the volume we do.

Cons:

It's slower than any other system I've ever used.

Service technician

Pros:

Easy to use straight forward and functions as it should

Cons:

Sometimes can be a little glitchy here and there

Amazing app

Comments: It’s been amazing. It’s very helpful and easy to use

Pros:

It’s easy to use and it’s very self explanatory

Cons:

I was struggling to log in when I first started using it and struggling to view my jobs

Blazing Bins

Comments: Working with the team up to this point has been a great experience

Pros:

That they are willing to make changes or update the software and the programming to fit the needs of the service provider

Cons:

At this time, the scheduling is not the most friendliest process. There is period there has been updates which are currently being used and looked at to see for approvements.

Fantastic User Friendly Software

Comments: We did a lot of research on designing scheduling and dispatch software and out of all of the research ServiceWorks is the best software for flexibility, design and price.

Pros:

[sensitive content hidden] was fantastic. I love the fact that you receive a person that is completely knowledgeable of all facets of the software. [sensitive content hidden] was able to design our software exactly the way we wanted it and helped us develop the best way to utilize it. She also trained up on how to use it. The set up and training of this software is fantastic.

Cons:

I strongly recommend you do the set up assistance. It is hard to navigate if you are unfamiliar with computer programming terminology.

I don't believe this software is anywhere near ready for public use, due to constant bugs

Comments: I liked and trusted the customer service rep, or else I would have quit my subscription LONG ago. My experience throughout with actually using/trying the software was awful. I've never spent so long trying to figure something out, trying to set it up, trying to make it work, and trying to get bugs worked out, than I have with this software (about 7 months). When I finally switched to another software, I got all of this set up and working beautifully in ONE month.

Pros:

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.

Cons:

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.

Sugar City Appliance

Comments: good, customer service may not get to you TODAY, but will return your call. [SENSITIVE CONTENT] was / is VERY patient and helpful with us. we defiantly would not run as smoothly without it

Pros:

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

Cons:

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

End of the search

Comments: My overall buy point was their customer service. The attention to detail that [SENSITIVE CONTENT HIDDEN] delivers to my situation gives me all the confidence in the world that I will stay with this company for a long time. We can now set this aside as we rebuild our business in the future. We are licensed in NY. TN and AZ and are expecting 100 employee's in each location. This software will be going right along with us.

Pros:

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.

Cons:

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.

Good software

Comments: I use a lot of features everyday, reports and schedule. I like how integrated the features are.

Pros:

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

Cons:

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.

OK product

Comments: My overall experience is not super high. I just feel that for the money we spend we may be better off to spend it on software that would be more user friendly. Once again, just haven't had the time to see what is out there.

Pros:

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.

Cons:

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.

It does the job very well!

Pros:

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.

Cons:

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

Software for the Appliance Service Professional

Comments: the most important part of the program we were able to start using it almost immediately At the time we got the program Service Works was not active in Canada but since we had used a previous product of their design they offered it to us and switched over our old program to the new one. While we have only used this product a couple of years we have worked with this team for years and they are great. I struggle with technical issues and they take time to explain (in English) what is going on.

Pros:

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.

Cons:

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

Was misleading

Comments: My customer support guy [SENSITIVE CONTENT], Has been amazing in working with me but I need to get this settled. I've spent a lot of money to use this program and cant!!!!!!

Pros:

the program would be amazing but has no accounts payable feature

Cons:

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.

Good but can be better

Comments: The software does help organize service calls and the ability to add custom fields does help to tailor it to my needs. I wish that acceptance feature would be something to have on the software but overall, it is a good software to use

Pros:

I do like the ease of setting up jobs to configure for my business

Cons:

I don't like that the system does not have a way of confirming if a technician received a dispatch