Service Fusion Reviews

A Must Have for the Service Industry

Comments: Their onboarding support is amazing. The patience they have with questions and providing solutions, their services of importing your current databases and helping you set up ones you don't currently have, and the software's interface with accounting programs can have a company taking their business to the next level very quickly.

Pros:

Easy to setup and use, it makes billing and customer service much faster. Inventory tracking and job costing becomes a breeze, and tracking billable hours allows a better understanding of areas that you are lacking in productivity.

Cons:

I honestly cannot think of anything, it made such an improvement in our internal infrastructure.

Amazing product!

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.

Domination Review

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.

Service fusion is unethical

Comments: I loved it at first, but then the price changes came, the new leadership made terrible changes and now its not worth the price.

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.

Does What We Need it to Do

Comments: 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.

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.

Easy to set up and use out the box

Comments: 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.

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

SUPPORT WHEN YOU NEED IT

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

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.

The best decision I ever made!

Comments: The absolute best business decision I ever made. Our net profit increased at least 50% with SF. All customers information is always at our fingertips.

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.

Very easy to use and the support is second to none

Comments: Very happy with the product. I think its fairly priced ane once the guys were all trained on it they like the ease of use

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.

Review of Service Fusion

Comments: Great and like the system. Easy to use.

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.

Service Fusion

Comments: When contacting support, they reply back with information that is in their knowledge base. It is not helpful. I have waited days and no one calls you. They are not very customer friendly.

Pros:

Creating jobs and estimates is very easy.

Cons:

Does not track maintenance agreements. You can enter the agreement into the customers account, however it will not keep track of visits that were used or need to be completed.

Service Fusion after 1year of use

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

Pros:

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...

Cons:

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

software for complete service management.

Comments: 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.

Pros:

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.

Cons:

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.

Job Dispatch - Lifesaver!

Comments: It's pretty good, but I don't consider this software to be as user-friendly as we wished it was.

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.

Member or owner

Comments: There is really no excuse that your service goes down. Also getting our text numbers back to our main number not a 888 number still is a problem.

Pros:

It works

Cons:

When your service go down.

Service Fusion - Reliable - great for small businesses

Comments: We have been using Service Fusion since starting our business 8 years ago. Service fusion is easy to set up, easy to use. Great customer service.

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.

From Service CEO to Service Fusion

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.

Great Software

Comments: Great product and would recommend it. Also great price for the solution.

Pros:

SO may great features. I haven't even scratched the surface. Just finished deploying it. Tech support is truly the best. I always get assistance and never wait longer than 5 minutes. They are all very knowledgeable and patient. Pleasure to work with them.

Cons:

Takes awhile to get development to fix some critical issues.

Excellent Software

Pros:

Customer Service is superb! They are always helpful and polite.

Cons:

Invoicing issues before job is done. We take deposits for jobs.

Great Platform- Documents could be easier, but overall, great!

Comments: I am overall satisfied and would recommend.

Pros:

Everything in one spot, easy to find, somewhat quirky, but overall it is great.

Cons:

Document set up and formatting is a major challenge, especially if you have a lot of info for a small space. Don't expect full page photos to be included on any doc.

Bad customer service - Lag Issues

Pros:

The calander display is nice. It intregrates with quickbooks desktop

Cons:

Lag issues throughout. Really bad customer service. Raised price 45% without notice

Smooth interface but still has glitches to work out.

Comments: 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.

Pros:

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.

Cons:

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.

Useful Data Points Increase Profits

Comments: 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.

Pros:

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.

Cons:

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.

Raving Fan

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

Pros:

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.

Cons:

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.

Overall satisfied

Pros:

Adding users with no additional charge ; easy to learn

Cons:

Lack of customer support, I like to speak to someone to figure out issues, not go to YouTube to try to figure it out myself. Difficult to find previous service calls on a client who has several service locations.