ServiceChannel Erfahrungen

Great Product and Support!

Vorteile:

The analytics and reporting are a wonderful tool. Regular upgrades to the platform continuously make a great product even better.

Nachteile:

Getting all end users to begin working in the system was challenging, but I that is not unique to ServiceChannel.

Service Channel Review

Kommentare: I like the system as a whole, as far as realized savings....it isn't as simple as the selling features portray. Factors like having the right filtering available when comes to doing analytics is important. Everyone runs their business differently and I believe that adds to the challenge of having one tool that works for everyone. Also Service Channel has just changed over their analytics tool to a new 3rd party and we haven't had a chance to run with it yet. I believe there are unseen savings because of the system. I was able to reduce part of my administrative staff because of efficiencies in the system...being able to track my internal team better as well.

Vorteile:

The main thing I like about Service Channel is that it lets me see how my internal team is functioning in their maintenance rolls. I like the ability to assign work to internal or external providers. Processing the invoicing is a big asset, it minimizes the manual labor involved they way we use to process invoices. The Service Channel team is always trying to innovate the software by adding new functions or improving on existing, this is a big win to me as well.

Nachteile:

It is apparent to me that the software was built by a number of teams, the use of terminology changes from one function to the next....this throws new user off when trying to learn the system....In training there was always a reference to the work order number but in the application the tracking number comes up first...yes there is a work order selection....to me redundancy in functions and terminology is key for making this easier to use. Some parts of the system do an auto fill function other parts don't but you would expect that it would? There is glitch with the system that generates a large number of emails each night stating our contractors are out of insurance compliance, when their not...this is annoying to me as well as the contractors. It was fixed once before but has come back again but it still hasn't been addressed. It took 4 weeks the last time to remedy the issue...My biggest issue is with using outside contractors, very few have much knowledge in working with Service Channel which causes my team to hand hold them through the process and some seem to never get it.....many don't understand the proposal system, they don't understand listed incurred cost on adjusted proposals....also the RFP system doesn't appear to work correctly. We issue RFP's but they go un-answered as if they were never received, even when working with contractors who seem to grasp the system.

Service Channel

Kommentare: Service Channel makes it much easier to monitor, track and analyze our repair/maintenance requests. It keeps all the information regarding a work order in place with transparency to all concerned parties. The system allows for a cradle to grave process for work orders, from the generation of the request, through completion, invoicing and payment. The system is user friendly and keeps information, both current and historical at your fingertips. Many of the features can be self-managed, allowing for changes and updates as the department changes and grows.

Vorteile:

The transparency that this software provides is one of its best features.

Consistency and Transparency - A Very Strong System System with a Few Opportunities

Kommentare: I can absolutely not imagine managing our 175 restaurants well without Service Channel. Our company is comprised of several acquisitions' worth of franchisees and SC was such an important tool, helping us gain consistency in how our locations are managed.

Vorteile:

Transparency and Consistency: Everything is transparent; when dispatches were created, who created them, what contractor was dispatched, when the tech was on site if there was a proposal, who approved it, when we were invoiced, who approved it, when the invoice was paid, etc. How one location is managed is how all locations are managed. Accountability at all levels, for all things: There's never any doubt about what happened when it happened. Proposal Approvals: Our initial big win with Service Channel was its proposal approval process. Prior to Service Channel, our system of proposal approvals amounted to an excel spreadsheet and a chain of emails that was very hard to manage and impossible to track. Now it clear and consistent and easy to review. Asset Tracking: We have heavily used the asset tracking abilities of Service Channel for the past 2 years. It's now coming to fruition the results of our effort, having the ability to look at any given piece of equipment and see its make/model/serial information and know how many repairs were made over the past year so we can make the best decisions on whether to repair or replace it. Preventative Maintenance: We have ultimate consistency in our PM program knowing when dispatches go out, who they go to, and exactly what the scope of work is that we send. Flexibility: The system is incredibly flexible, not a one size fits all system at all. You can be as creative as possible in its use, tailoring it to your organization's specific needs. Contractor Compliance: Service Channel has helped our accounting team gain consistency in knowing when certificates of insurance are out of date System Reporting: It's incredibly powerful. What do you want to know-- average invoice amounts per trade? what contractor are performing well? what are your top 10 most frequently repaired assets? You name it-- you can report on it. Fluid Accounting Processes: Invoices flow from SC into our Accounting software (with integration) after approval from the field. SC has helped keep our accounting department lean and mean. SC is a widely used, well-developed system -- one of the biggest and best. They're constantly improving.

Nachteile:

Contractor Engagement: Ultimately contractors have to choose to engage and participate in Service Channel and smaller contractors can offer a challenge in their participation. I feel like, if there was one thing I'd improve about the system, I wish it was easier for the contractors to work through their onboarding. The better the contractor experience, the easier for them to navigate, the more contractors that will want to work inside of the system. Without contractor buy-in, the system loses its power. Pay per feature: While SC does have a very strong base feature set, to upgrade and use certain other features, will cost an additional, small, per-site fee. You will run into little programming flaws from time to time and have to report them when they pop up, for correction. Because of the volume of clients that SC has and the fact they have to prioritize improvements, sometimes it takes longer for the correction than one might like.

Service Channel

Kommentare: Over 5000 service requests are put through a year from over 200 locations (Retail and Restaurant) and Service Channel allows us to keep control. We also run all the invoices and proposals through the system and we use the search and filter feature a lot to look up past work orders and invoices. This sort of work load ideally requires 2 people.

Vorteile:

Service Channel are always making improvements and adding features based on users comments. It is very easy to use and understand for the end user. It is very simple to search back on the records and leave notes for the vendors. It is a one stop operation from Work order request to proposals to final invoice. It also has great tools to analyse the the data from every possible angle.

Nachteile:

They are always developing and improving the software so as an administrator you have to stay on top of the developments. A little bit of a learning curve for the administrator because there are so many features, but once you have it then you are fine. Adding new Vendors on their Fixxbook program can be frustrating because it is not very intuitive for a new vendor to fill out the forms.

Excellent System

Kommentare: Overall I am very happy with the system and software. The ease of use and the amount of data available is probably the best part of the system. Data is so valuable!

Vorteile:

The ease of editing vendors within trades is one of the best functions to use in the business. Pulling reports and the use of analytics is great! Real time data and ease of communicating within our users is one of my favorite feature. I wish they had an AP to match the website. Still a little behind the times in the mobile AP end of this system.

Nachteile:

The only part of the software I wish could be upgraded is the AP software. Still very limited and behind the times.

Reliable, User Friendly, Worth it

Kommentare: Fast processing and excellent organization.

Vorteile:

I love almost everything about SC. It starts with how easy the software is to use. I am on it daily whether it is accepting calls for billing out. In their WO Reports section you can look up all calls that have not been accepted, opened, in progress and complete. SC has an app that allows you to check into business using GPS, for some customers you may need to dial a phone number using a store phone but that is easy! I love that you can submit proposals immediately and the notes section provides a perfect spot to communicate with the customer. As a vendor, communication is key, especially when working in high energy, loud, or busy environments.

Nachteile:

The only thing I don't love is when you reject a call it stays in your open section of the WO reports. I wish they would have a reject section- they may I just have not come across it.

A great tool to manage store issues and communication to the vendor base or corporate partners.

Vorteile:

As a Facilities Manager, high value is placed on ease of use for the field and its versatility. Our staff uses Service Channel for multiple store issues. Repair and Maintenance, Loss Prevention issues including alarm issues and requests for a variety of things, Finance issues including inventory control and auditing matters, Operational issues and requests, overall it is extremely useful and we are expanding its use all the time. One of the nicest features for store associate use is that it is very user friendly, you don't need to be 'techy' to understand it. Creating new service request are made simple by the use of drop down boxes which are self explanatory and the system just leads the user to the next screen... we are very pleased with this tool and will continue using it as we grow.

Nachteile:

There have been a number of upgrades of late, which in itself is good, but often causes the system to run slow... there are new 'bugs' that develop as a result of upgrades which do eventually get resolved.

Daily User

Kommentare: We love Service Channel! The personal support, the development and software have been so beneficial to creating an effective and efficient facilities team.

Vorteile:

We love using this software to setup our preventative maintenance services to remove the manual entry of the work orders. We also just implemented the weather mapping and bulk work order creation that has been very valuable during this busy hurricane season. We also rely heavily on the custom analytics to provide customized reports for us to provide to ELT.

Nachteile:

The only area that could use improvement is the issue list and manual time it takes to create it up front. I would like to see become more of a drop down selection with cells to add information for the individual user.

Service Channel makes life easy

Kommentare: I think it's great!

Vorteile:

I love how user friendly this software is! It is also very interactive, so everyone can access this & update accordingly as needed. It makes my job at the end of the day easier.

Nachteile:

When items are not closed out by the vendors or the store teams don't provide updates, it is a lot of follow up on my end to close out all the work orders. It would be great of the software gave reminders directly to the vendor or store teams depending on how long the ticket has been open.

Good for project team management

Vorteile:

Provides handy tools for project team management, easy to use

Nachteile:

Project management modules still needs to be improved

Great Product

Vorteile:

Big Sky is highly configurable and it is easy to add custom features. We were able to replicate a store facilities quality scorecard, eliminating the need for bulky hard copies.

Nachteile:

This platform is being phased out in favor of another platform. The replacement platform is also very powerful, though somewhat less configurable.

Easy experience for stores

Kommentare: What we like most about the system is how easy it is for the stores to use and submit issues. It is important since there are often a lot of employees and not all of them can be trained specifically.

Vorteile:

Easy to use once it is set up.

Nachteile:

Changes to issue lists, trades, and providers can be confusing for someone that does not need to make updates regularly.

Solid Facilities Maintenance management software solution

Vorteile:

The product itself is relatively intuitive and a quick learn. If you're not sure how to do something, figuring it out is usually not too difficult. The reporting capabilities are great. I use a variety of reports out of this system on a regular basis to keep tabs on tickets for over 850 locations. Service Channel is responsive, and in my experience a great partner.

Nachteile:

Service Channel is not exactly very customizable. Scorecarding, for instance, relies on certain metrics that can't be adjusted or changed for specific trades. I'd also like to see the ability to flag a location to be able to alert an individual when the next plumbing or the next electrical ticket is entered. This would be ideal for locations that carry warranties or locations with specific repeat issues.

Service Channel Works for DSW

Vorteile:

Service Channel allows the client to pull the info, edit info, and use the system without having to rely on an account rep to always do it for you. Having the ability to pull the info yourself and not wait for an account manager to do it for you saves time and allows you to be more involved and catch things you might not have caught. The training for the system was very thorough and helpful to a smooth roll out process. I have also found that this system doesn't run slowly as our previous system did. And getting the automatic emails letting you know that the system is having and issue from ServiceHealth is a very nice feature.

Nachteile:

In our previous system, FMpilot, you were able to click a button and see who was in the ticket, what action they took, and the date time that they were in the ticket. That is valuable info. For example a ticket is sitting in open for 2 weeks and you question them. They say they never got the ticket, but you could check that button and see that the vendor did view it on X date. You then can go to them and say yes, you did get it because the system shows that so-and-so viewed it on X date. That is helpful info that I wish this system had.

Manage all service and maintenance issues in one spot

Vorteile:

Easy to use, simple, tracks vendors, WO numbers, statuses, etc. Mobile app helps check on issues away from restaurant.

Nachteile:

Customer service isn't always as efficient as they could be. Not always on the same page as tech coming out to fix/repair/replace issue at hand

Organization of Open & In Progress Calls

Kommentare: The organization of open and in progress calls is difficult to sort through once a large number of calls are open.
If there was a SEARCH BAR option that enabled you to filter and pull up calls based off of the Store Number, Problem Code, Date it was Opened, etc.- it would be much easier and more efficient to navigate through a large inbox. Searching through dozens of pages for one open call gets to be unnecessarily tedious and time consuming. Additionally, if there was a way to group In Progress calls so that they are not still listed with Opened calls would help to further organize and make navigation easier. The option to create 'Folders' where you can group similar problem codes or needs would help to make the use of this software easier and more enjoyable.

Nachteile:

Lack of available options to establish and maintain organization.

Jay from Burlington

Vorteile:

System overall reliable and robust. Support team is always available to resolve issues and assist with specific adjustments to meet our needs.

Nachteile:

The latest upgrade is overwhelming, so patience is needed. Overall good to know SC is always looking to improve to our advantage.

If you don't care about your vendors, this may be for you.

Kommentare: Terrible. Spoken to and exchanged e-mails with multiple reps over several months and finally decided to cut my losses, discontinue using the platform, and to never return.

Vorteile:

Nothing, it was terrible and most of all, when you needed assistance, ServiceChannel customer support was absolutely terrible! T-E-R-R-I-B-L-E

Nachteile:

Customer service when needing assistance

Used for Service Dispatch

Vorteile:

Easy to import our company's information. Customer support was easy to work with, their email response time was quick and they were helpful

Nachteile:

Would have liked to get notifications for different items needed or outstanding.

Service channel Review

Vorteile:

The software is very intuitive. Not overly complicated.

Nachteile:

Support center is outsourced and is difficult to get resolution quickly.

Cookies

Kommentare: I can navigate throughout most of the site, until I use "locations". At times, I receive the annoying "not authorized" notification! Why this link and not others?????

Vorteile:

I find it good to work with for what I need.

Nachteile:

I find it very painful to look up approved proposals to review for warrantee information or track installations that were approved through Service Channel. I was force fed to use this!

Success

Kommentare: We utilized this product to support 400 stores across the country. The role out was a "sunami", which was on purpose. We trained all stakeholders and endusers, prior to the implementation. At certain points in the rollout, we requested changes to the functionality, which required some customization. ServiceChanel was very accommodating.

Vorteile:

user friendly.

Lots to it

Kommentare: Over all everything has worked out with invoices being submitted and paid.

Vorteile:

Being able to submit invoices for a customer that we service monthly for payment. Webinars were provided but were very hard to follow. Once you get used to using it it was easier.

Nachteile:

It is not user friendly at all. Customer support is ok and the webinars used were provided but I learned more printing out step by step instructions.

North American Retail Maintenance Manager

Kommentare: Positive experience, Yet, I think you need to promote the gps mobile app and the mobile app in general more vigorously, So we can have more service providers using this. Thank you.

Vorteile:

Reports

Nachteile:

Drop downs in Categories is redunandant