ServiceWorks

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.

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.

THE CUSTOMER SERVICE AT Service Works

Pros:

the program features are amazing IF THEY WORK

Cons:

CUSTOMER SERVICE AT SW IS HOPELESS AND NO HELP IS AVAILABLE. WE HAVE BEEN HAVING ISSUES WITH THE PROGRAM SINCE WE CAME ON BOARD.

Original Customer

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

Pros:

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.

Cons:

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

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.

Happy with ServiceWorks

Comments: The support from ServiceWorks has been FANTASTIC. I would highly recommend this product.

Pros:

The mobile app fit our needs very well. The point of sale portion works for our retail business. The scheduling and dispatch are perfect for us.

Cons:

The instructional videos were good but I wish there were more to choose from.

Great software

Comments: It's a great app for appliance repair companies like us.

Pros:

Offers a lot of options and makes everything really easy for the office and techs both.

Cons:

It has occasional bugs that make it impossible to work but it's rare and the customer service is great about fixing it!

pros and cons

Pros:

easy to keep my calls in order and keep me on right track for day to day task

Cons:

the moble app has issues with entering and deleteing items entered and has to be refreshed often

Review of Serviceworks

Pros:

it keeps peoples history of service together well

Cons:

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

Bin Showered uses Service Works

Comments: It’s been great to grow with Service Works as they are learning the bin cleaning industry.

Pros:

I love the support and constantly enhancing the product to help bin cleaners

Cons:

I wish the scheduling optimizing tool is more user friendly that can easily change changes optimized with a drag and drop. And I wish the mobile app had a few more features

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

Serviceworks Review

Pros:

It has everything that I need to do my job. The features are robust even though they are difficult to figure out and customize.

Cons:

It is not a very intuitive design therefore it is difficult to figure out all the different features and how to answer questions. I think the platform could really benefit from a UX/UI designer to streamline the processes.

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

ntl appliane

Comments: Its been a process.. noone of us here are pc savy folks and we are still learning

Pros:

I dont find it overly hard to understand or use. It looks more professional than what we had. Customer service is awesome. I love the live chat and whomever I get always helps me out

Cons:

i dont like, how you have to click on Prof action every time to see history, How sometimes things work and others same function is a pain to use (intermittantly) . So many steps to set up a ticket and close it out.

Doesn't work well for my 1 man Appliance Service Business

Comments: Not real pleased as I said Inventory Control does not flow easily.

Pros:

Only pro is it can be used on a mobile device.

Cons:

Keeping up with inventory does not flow easily. There are too many areas where you have to go and keep up with inventory. Currently my inventory is a mess. And I don't know how to fix it. You have to continually go to another screen and update inventory. I was converted from SwiftLink Software after 30 years. Now everything is in modules and tiers, which cost more depending on which tier you need. Lost a lot of features after migrating to Serviceworks. Lost monthly billing & warranty billing.

Unsatisfied Customer

Comments: So far our experience hasn't been the best. It is extremely hard to get any help, and when we do contact Service Works, it takes days to get a response. With the change over from Swiftlink, it just seems like a lot of things got messed up and to this day we are still fixing mistakes.

Pros:

The thing I like most about this software is that we can use it on multiple devices.

Cons:

The thing I like least about this software is how there is no instruction manual. There are many things about this program that make our daily use difficult. Since our switch, the same serial numbers have gone to multiple customers - which is a huge problem. Also since our switch, our accounts receivable has been off.. statements don't print for people that owe. The accounts receivable is also listed by first name, last name - and it would be a whole lot easier to go through if it were last name, first name. Our inventory also got messed up with the switch over, so we had to go through all of that again. It just has caused us a lot more work and we have to be extra aware of billing and serial numbers now. It would be very helpful to have an instruction manual or something to go off of.

Disappointing

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

Pros:

its connected to Marcone parts distributor

Cons:

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

Helpful in many ways

Pros:

Enjoy having a cloud based system which give us more flexibility in how we run our business.

Cons:

We are rural and don't have good internet connectivity. Our tech cannot use the system while out in the field doing the jobs most of the time. We have to complete the jobs in the system at a later date. The system posts the job information as of the date the ticket is completed in the system vs posting it on the day the job was actually done (the schedule date). This makes it impossible to use the accounting functions in ServiceWorks. It would be nice not to have to double enter every job.