ServiceWorks Erfahrungen

Small Business Miracle for Field Management

Kommentare: We are glad we switched. We used SW with our prior employer and there was still a lot of beta going on and so when we started our own company I thought we could find something more well put together and that was not the case. As far as from an appliance store and repair company this software is amazing. Just the part integration with Marcone has saved me soooo much time in the back office.

Vorteile:

Our favorite is the texting capability with our customers in their jobs and the part inventory and EVERY manufacturer part for appliances being in the system and we do not have to add part numbers or prices in, OMG such a time saver. I love being able to customize our own invoices to show what we need it to for our business. Entering a customers information and scheduling is very easy and fast since it is all o one page, no switching pages or screens.

Nachteile:

I have had a few issues with reports or some things not saving properly. The issues are minor compared to what I have experienced with other software or the mobile app though. When updates happen sometimes there is glitches, but their support when you reach out is fast with fixing or having a resolve.

Highly recommend ServiceWorks

Kommentare: When we started with ServiceWorks in 2020, they met our needs and helped us get on track and stay there. Over the years, as our company has grown and evolved, ServiceWorks has been right there with us growning, changing and keeping up with our CRM needs.

Vorteile:

ServiceWorks is a very high functioning CRM that helps us manage our appliance repair business very well. The reports are very diverse and give you eery type of KPI you could be looking for. The Customer data entry screen is very high functioning and helps you to track everything from basic customer information to warranty claims to advertising ROI.

Nachteile:

The integration between the mobile app and the main system still has a few glitches especially when the techs are not near wifi signal

Service Works - I need help

Kommentare: Sadly I have to use a review to hopefully have someone look into my tickets. Unfortunately my customers have integrated with this system so I’m stuck for now

Vorteile:

When it works it’s a great software. 80% of the time, the software works 100% of the way it should

Nachteile:

Support. Or lack thereof. We raise tickets and they get closed without any action. We reopen them and get zero response. Waiting on an urgent ticket and all I’ve been told is “try back in 2-5 days”. Also have a ticket that’s been open for a year

Service Works

Kommentare: We really like this program it has made a lot of things easier for our company invoicing estimates scheduling part orders customer history and being able to see what is going on with techs in the field in real time.

Vorteile:

We really like being able to invoice and schedule from the same program

Nachteile:

Still have a few glitches that cause daily issues, sometimes calls are lost ( or pervious calls) and this makes for angry customers

Service Works Audit

Kommentare: What most frustrates me is the scheduling, the maps and the real time gps. But for the rest it is easy

Vorteile:

Can sign in from anywhere because all the database goes to a cloud, and the computer stations will not depend on a main server like others.

Nachteile:

Route sheet, maps, gps does not work as it should because it does not show the location of a truck in a real time; the order of the appointments is always mixed up and can't never prioritize the order of the scheduled stops from 1st-last.

Good product and reasonably customizable

Kommentare: 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

Vorteile:

Service history and ease of creating and scheduling calls

Nachteile:

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

Service Works

Kommentare: 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

Vorteile:

Data got transferred from Swiftlink. That was the main reason

Nachteile:

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

Suggested implement for future release

Kommentare: My overall experience is positive, but with a few tweaks this program can be excellent

Vorteile:

Once the company database is compiled and a user is trained the system is easy to use.

Nachteile:

The inability to unenroute a technician if for whatever reason a technician has to reroute.

How service works saved us at least one full time employee AND made our services better

Vorteile:

The scheduling and ease of information gathering. The way it is setup we can easily navigate and find what our client wanted and we are now able to customise even more their experiences with us. It has removed a lot of non value added activities that we had to do manually. We have the opportunity to look for cost overruns and how efficient we are as a company every day and at any time we have access to progress reports.

Nachteile:

The initial configuration is rather easy but being in Quebec, Canada has made some issues difficult for us in setting up taxes and linking up quick books. Otherwise the CRM, Dispatch, job creating software ticks all the boxes for us.

Must have patience

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

Vorteile:

The dispatching is probably the only positive.

Nachteile:

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.

Worse Experience Ever

Kommentare: The onboarding was terrible; the communications were awful; after letting multiple people know the program was not a good fit we didn't get a call from anyone outside of the programer who documented our concerns. No follow up at all

Vorteile:

The tool itself is a good tool and has alot of great feartures

Nachteile:

Awful experience. Program was just simply not a good fit for our needs. We never launched and they refused to refund the $2000 for the one-year usage for the program.

Could be great. Maybe wait a few years

Vorteile:

The software is inexpensive. The features they proclaim to have are great, but many of them do not work as advertised if at all.

Nachteile:

There are constant major changes that are not communicated. Repeat failiures within the software are almost a weekly event. It is to the point where we joke around about betting what is going to fail next. We have had issues with everything you can think of from ordering/checking in parts, submitting claims, sending notifications, routing, scheduling, accounts receivable, reports made, etc. You name it and it either is still not working or has broken multiple times in the last few months. Most recently was today when customers were getting notifications if the schedule date was changed on their ticket. It was the notification to let them know parts were in. Also today was the system automatically changing the status of tickets with backorder parts received to a status that isn't usable. These are both items that have failed before and I'm sure will fail again. They fail to test updates sufficiently when they are made time and time again. Their customer service is non existent. Easy way to tell is to try calling the number yourself. I'm convinced it is set to just go to voicemail automatically, and don't expect a call back. The only live person ever available was the sales rep who first set us up. He was great but has now left the company and I expect many users will do the same.

Original Customer

Kommentare: I feel like I am getting little return for my investment. It is just a matter of time until I discontinue this service.

Vorteile:

I have been a loyal customer since 1997, when it was SwiftLink. I am only with Service works because I have not decided on a company to transition to. I am no longer happy with the service nor the product.

Nachteile:

The lack of customer service. The constant excuses. The poor accounting features.

Blazing Bins

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

Vorteile:

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

Nachteile:

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.

Review of Serviceworks

Vorteile:

it keeps peoples history of service together well

Nachteile:

the A/R system isn't the easiest and neither is the Parts Ordering

OK product

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

appliance sales and service inventory

Kommentare: slow to respond to our problem and we have issues that they say cant change bill

Vorteile:

parts inventory service calls and tracking

Nachteile:

when we sell product will not take out of inv. until delivered if delivery is 2 weeks away we sell same product 2 to 3 times what a mess

Sugar City Appliance

Kommentare: 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

Vorteile:

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

Nachteile:

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

Disappointing

Kommentare: I think now its working ok my problem is integrating with quick book

Vorteile:

its connected to Marcone parts distributor

Nachteile:

it doesn’t integrate with quick books and no one there known how to make it work its been going on for three years now. i would have changed by now and i still might change for next year

Was misleading

Kommentare: 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!!!!!!

Vorteile:

the program would be amazing but has no accounts payable feature

Nachteile:

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 software

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

Vorteile:

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

Nachteile:

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.

good for bin cleaning

Vorteile:

as a simple recurring service based business, it does all i need it to.

Nachteile:

All the automations that I need as a bin cleaner are there, but they are all the basic versions. for example, auto text reminder automation is great but I cannot change what time that text goes out. I also cannot see all my customers on a map; which is key to understanding my business.

Trash Can cleaning user

Kommentare: They will do whatever it takes to make it work better.

Vorteile:

I like how they will make things work. They are open to ideals

Nachteile:

The scheulde time frame needs to go into the ditch. It works but I don't care for it myself.

Fantastic User Friendly Software

Kommentare: 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.

Vorteile:

[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.

Nachteile:

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

New Customer

Kommentare: I am still learning the features of this program and will be contacting Service Works to help me set up for manufacture warranties.

Vorteile:

You can go into the service ticket to make changes.

Nachteile:

You have to hit the "OK" for each section to save. It would be faster to be able to hit the "Enter"