Again, I'm new and just started managing people in it.. but my overall feeling is I can certainly run my business on it. I'm sure some things will annoy us and we'll wish it could do this or that, but it's very flexible to a variety of service/ field businesses. We're excited about choosing it and incorporating our processes around it.

I reviewed and tested over 15 softwares to help us run our property services company, and Service Fusion was the clear winner. Although lacking in some things I would like to see, it has more in one package at a reasonable price than all the others. I'm also excited about their new version coming out. Main reason for this review though is RAVE about the support I received from CSR; I believe a manager in support I was lucky enough to get on the phone when I called in. Before I spoke to CSR, I was still very lost on how to BEST apply the software to our business needs, and this was after 2 implementation meetings with my onboarding specialist. Long story, short, I spoke to CSR for 4 fast hours as he let me talk outloud and verbalize the multiple "if this then that" scenarios I would wrestle with to make sure I was using SF in the most efficient way possible. Then, after listening intently, and putting himself in my shoes, he would work with me to find the answer. To add to the best software service I have had in years, at the end of the call, he asked me to hold as we were wrapping up 2 last points so he could say goodbye to his team as they were leaving for the day. Then, CSR spoke to me for another 30 to 45 minutes AFTER he was done for the day. Before my call with CSR, I felt like I was a 2 out of 10 on the program. After my call, I felt like I was a 8/9 out of 10. THAT is the type of support that will help us succeed with SF!

New so still finding things out, but 1 thing is there seem to be some fields that aren't that functional; more placeholders. If they were functional based on the data they contain, it would be amazing! For example, you can put how many manhours per unit of measure a service costs. However, when you ad a quantity, it doesn't calculate the manhours; it's more of just a placeholder?! Reporting could be a little more custom too. I'm hopeful some of these things are going to be addressed in V2 sometime this year, but even if they aren't, this is still a LOT of engine and features for the money.

Overall, we are so happy to have software that will grow with us. In the past, we outgrew software in a matter of months.

Service Fusion has so many options that you can create; the setup is robust but worth it. Automation is key to taking care of our clients.

There are a few limitations, but the support makes it worth sticking with.

often INCREDIBLY slow to load reports, refresh dispatch grid, and edit a larger job

increased efficiency with having information between office and tech smooth

so slow to load reports and dispatch and edit larger work orders.

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

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

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.

Overall, very pleased. Anytime I have ever reached out to SF for assistance, it has been a good experience.

I like that we can sync alot of stuff into Quickbooks. I know there is more that can be done but I have only been here 1 year so I am working on more critical things and then hope to learn more.

Inconsistency of syncing invoices and payments so that they match up

Nothing. They lie and steal with abandon. Anything to get you to sign. The answers to all of your questions will be “yes” without any regard to whether or not it can actually be done. Highway robbery.

I’ve been in the HVAC industry as an owner and consultant for 20+ years. Ive had significant exposure to just about every platform out there. Service Fusion is the WORST and MOST DISHONEST I have ever dealt with. Not by a little, by a landslide. They lied about possible integrations, what the software could do, and many other things. We had to hire 3rd party developers to try to make it work, and it was not possible. The loss on our business is immeasurable as we had to go back to what we originally had after tens of thousands of dollars in spend based on the jerk salesman’s empty promises and lies. Of course, he’s “no longer with the company” when I complained, and I’m having to work overtime just to get the account shut off let along my refund. This company is the WORST. Run away, don’t walk.

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.

Scheduling, tracking, customer history and getting paid better. Everything is at our fingertips

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.

Everything is working great for our needs.

Initial setup support was a little shady and creating an invoice from a walk-in customer takes a while.

Generally satisfied. It's hard when we live on the east coast and your company is based in Texas, which is a different time zone and we seem to have to wait until 10 a.m. our time to get help.

You should write "do" above, not did (past tense like we are leaving you.) What I like most about SF is it is user friendly.

Like least, that you can't hit the back button and be exactly where you were. Everything resets. When creating a job it defaults to dispatched status instead of scheduled status. We have to change it from dispatched to scheduled. Issues with estimates, have to save as pdf to get it to print on one page. Otherwise, it prints address field separate from the details. Can be slow at times, especially when using search function.

After working with Service Fusion for 2+ years I understand that I have more to learn from it, but it sure makes certain aspects of my job easier.

Outstanding customer service. Every time I have had an issue/problem, the support has been exceptional and the problem was resolved.

The accounting side can be a little confusing especially for a novice with that side of the business.

We were skeptical about switching from one online program to another for our dispatch and billing needs but holy cow, so glad we did! From the beginning they have been so helpful. We can now look customers up by address, phone number, etc... We can add contacts for each job location, as many as we want, we can add service locations with notes, as many as we want... The accounting portion, unpaid invoices etc... is great. Being able to figure out what jobs haven't been billed out is simple. This program is helping us be more efficient, collect money faster and thus buy new equipment sooner. There are so many options with this program, it's truly amazing.

It is hard to say what we like most about Service Fusion because all the parts work together to help our business function at it's best. Maybe the customer support. They actually want to help us, can help us and know what they are talking about. They give answers instead of the run around, every single time without fail. It is truly amazing and compared to other programs we have used it is night and day the level of expertise and perfection.

The video tutorials. They were a bit torturous. Watching a video of a learning session that lasts a couple of hours while trying to run an emergency service company and take care of customers is asking too much.

Service fusion is the best software out there that I have seen. We used to use Smart Service and when one of their tech support agents expressed surprise that I had 8 tabs open and the software was still functioning I realized that it was a sub-par product. After that myself and our management sat through multiple software demonstrations to make sure we didn't end up with another sub-par software. Of all the demonstrations we went through, Service Fusion was, by far, the most cost effective and capable software available on the market. It runs on the internet, so we can access it from any computer or tablet without having to download any additional software. It also updates regularly, which, since it's on the web I don't have to visit each work station in the office to update software anymore, which is a huge time saver.

The most impactful features for us are all of the automatic things the software does to communicate with our customers. It emails and texts them automatically the day before an appointment and when the technician is on their way. It has the widest range of features of any service-program I've seen and it is easy to use once the system has been setup to your liking. The Service Fusion team updates the software often, so we're always up-to-date with the latest features.

The only things that could be better are: The field application for technicians. It would be easier for us if we could create and edit inspection reports in the service fusion app itself instead of having to leave the app to fill out our reports and then upload them to the job.

I really enjoy Service Fusion. It stands out among the crowd of dispatch software. Other programs I had used were glitchy and ended up causing me to spend more time fixing the problem then getting actual work done. One thing that deserves mention is SF's amazing customer service. I cannot sing his ( our tech) praises enough. This man deserves a raise, as he is always helpful, and actually interested in ME , not just work!!

My favorite thing about this software is how easy it is to create/schedule jobs. The way they are displayed on the dispatch board so that I can see what is scheduled but unassigned, what has been dispatched, and what needs a follow up. I also enjoy how easy the software is for the techs and the fact that there is a space for all the information we are interested in collecting (i.e. equipment type)

The one thing I really dislike about this software is how difficult it is to just get a simple list of the VIP customers or maintenance contracts. Previously we used FieldEdge and all I had to do was simply hit "Maintenance Contract Customers" and it would list all the contracts- when they were purchased, when they expired, and if they had previously been on contract and failed to renew. I don't like the fact that I have to put in the dates what not. I just want an easy one-click button.

Extremely happy.

The communication tools for both the clients and our techs in the field. We're still learning more great features every day and experimenting. Love how they are constantly adding new features and easy explanations of how to use them. When we have questions, and we often do, the support team is amazing!

We're in the process of learning more about the great features of Fusion. There is a lot here that we're not using yet... yet.

I asked very specific questions during the demo. I knew exactly what I needed and wanted in a software. I was told that their system syncs with chart of accounts in Quickbooks Online. It does not. They will not issue a refund even though I was told that their cost codes would sync with our accounts in Quickbooks. I specifically asked that question because I knew it was a deal breaker for us. I was assured that it synced easily. They do not offer a free trial and do not offer you a refund even when their sales reps lie. They also took several weeks to cancel my account after emailing and calling. I know the price seems good, but you get what you pay for.

Scheduling and Project management. It had a lot of potential. I would have rated this much higher if the company had honest practices.

Syncs to only one income account in Quickbooks. If you have more than one income account, your cost codes will not sync over. Although they told me everything syncs over in their sales pitch.

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

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...

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

I am really happy with Service Fusion. It does what they say it will. It's reliable.

I am very happy with Service Fusion. We have found that the software performs in the way it was presented to us. I like that it integrates with QuickBooks. It is going to enable us to fully implement going paperless this year. Like any software, there is a learning curve, and it has some limitations but when you call tech support they are helpful and usually resolve or explain my issue. There are lots of report options that have reliable data. The integration to QuickBooks actually works. I think the paperless is actually appealing to customers in the estimate process and easy for them to view and accept quotes.

There are some quirks with the QuickBooks integration that would have been helpful to understand better before we transferred our data/customers into Service Fusion. I think some of the issues we've experienced, we wouldn't have had we not been working with existing customers and database. I would have been willing to pay to have had Service Fusion help more with our database and making it better to communicate within the two softwares. Our main issue we encountered was that parent/sub accounts from QB came over with all the same name and addresses. Also, our customers in QB had customer numbers in front of their names, and its an ongoing issue with the integration tool not being able to differentiate between customer numbers and job numbers. In general the integration tool seems to skew our list data in QB and we frequently have to rebuild our data and correct things. I don't consider this a Service Fusion issue, however, when we encountered it Service Fusion was able to explain it and I just wish they could have educated us on this from the get go and we could have tried to edit our database or something. If Service Fusion would have offered to help with this for a fee, I would have paid it. I wish: when you were editing a work order, to make it into a invoice, that the PO's against it stayed viewable. there were not so many clicks to invoice a call and then print it. I think in total its like 4-5 clicks/multiple new pages. PO & product catalog communicated.

One of the most feature-rich software platforms we came across in our vetting process. The ability to close-out a job, but leave a task open to do at a later time would have made this the best software we found. GPS tracking was nice in theory, but did not work correctly on iOS devices.

The software is unable to do 3rd party billing to more than one parent company. All other software we ran across was able to do this. During the sales process, the salesperson guaranteed us that their software had the ability to bill any 3rd party.. what he didn't say is that it permanently locks that account to a single parent.. and any changes affects any other open jobs with the same customer. 3 months of wasted time.

Overall our experience with Service Fusion has been great. It's a tool that will do well for any small service company. I would love to see Service Fusion step up their partnership with larger organizations like ACCA and do more with their on boarding process. We were left to figuring out how to apply the tool to our own processes and how to get the tool to do things we wanted it to do for us. Service Fusion was there for us when we have questions, but a better on boarding process with a consultant to help us set up would have saved Service Fusion teams from less questions down the road and helped us ensure we're using the tool/setting up our own methods properly in the first place. I would still recommend Service Fusion to any small business like ours.

It's allowed our small business to get more connected with customers and create a better customer database along with new payment portals not available to us before. We are still learning the tool but we've already saved time regarding payroll and getting critical data in the hands of our Technicians when they are out in the field. Connecting the field to the office support team has been critical in ensuring we're providing our best selves to the end customer. The Service Fusion team has been incredible! They are super supportive and answer any questions we have on any given day within minutes. They have helpful videos and go the extra mile to help in every aspect. Great Team!

While there are some incredible features that have helped us, there are some limitations and clunkiness that needs to be ironed out. The dispatching views are great but limited to size of screen - having to reduce the overall screen to see our entire team doesn't give us a view of the bigger picture. The phone app doesn't allow this larger picture of schedules when we're out of the office, however the dispatch does connect to Google Calendar to get it but still makes it so we're jumping through multiple clicks to get answers to customers on our availability when we're in the field. Reporting on schedules and tracking schedules is somewhat limited. There is no good way to handle tracking paid time off (which we offer to our employees) so we are left to creating our own work arounds to track this. We run into our teams forgetting to track their time and needing to update their time on the back end - there are ways to get it updated, but it's clunky - multiple clicks through multiple areas isn't always transparent on method. We have clients with multiple properties and while the tool supports this model, we would love for it to track the equipment to each property so we're not having to manually look this information up. For us being in HVAC, we need a way to track the size of the air filter for a few of our customers that own hundreds/thousands of properties. Being able to tie equipment to property would be huge.

Easy to keep track of jobs, estimates, and repeating jobs.

Easy to use, can track customer information, jobs, repeating jobs, and estimates.

Quickbooks sync is one way, and the information that goes down to QB is limited. Some organizational functions are lacking, but the development team is hard at work and is adding features frequently.

First I would begin saying that this software looks great on the demo presentation. But after you start working with it, you dive into a huge pile of issues. We have used this software for several months and the only thing that I can say is "waste of money" besides the monthly payments we have invested hundreds of hours in importing our company's data into the software and setting up the work structure. All along it was a bumpy ride. We started noticing "issues" that were critical for any company's workflow, but when spoke to their tech support, all those "issues" became "features". The tech support people said to me that they are coming out with a new system that had been completely rebuilt from the ground up. When asked when will this system become available, nobody knew. The fact of the matter is that if the software was good, why would they need to redesign it entirely? They know that the system is problematic, but refuse to admit that in public. If you are ready to spend alot of money and time, this could be a great adventure, but if you are looking for a real working field service management software for your business, look elsewhere. Good luck.

It looks like a perfect fit for our business model. We liked the option that the technician on the field can capture pre and post work signatures.

The technician mobile app does not have any way to work offline. The app is full of bugs and not functunal at all on the field. The online system is very cluttered to work with.

It's pretty good but it could be great !!!!

To be honest, Customer service is on point.!!!! I am still discovering features in SF and all agents are very knowledgeable, every question i have they all make sure to guide me on the process, if a ticket is opened for a problem that has to go to the internal team i always get a response back usually within a day or two. ([sensitive content hidden] best of all)

No credit memo feature, not being able to go back the page on everything most times takes me back to main page if it is an invoice or something i am searching for. not been able to void invoices, the service management agreement does not detail anything this feature should be able to tell me the amount of contract when do they expire for the option of possible sales i should be seing the customers that their agreements are about to expire without having to pull a report. I do not like to see open revenue for the jobs that are closed but not billed this should be for open balances that are billed open invoices or pending not closed if a job is closed the balance should not reflect as an open balance on the account.

Needs a stronger purchase order system, and a constant dispatch board that does not time shift. Would be nice

Purchase orders, the purchase orders have to be manually made, would be great to clock on the job number and then create a purchase order to reflect that job.

Tremendous consolidation and money-saving via systems and especially efficiency and automation capabilities!

We are a full-service cleaning and restoration contractor in WA State, and have had a heck of a time finding software that works well in all divisions of our business. There are many cleaning software platforms and a few restoration-specific programs, but we've been looking for YEARS for software that will allow us to manage both, including re-construction. Intuitive platform, versatility, list and workflow creation including the ability to customize and require that personnel gather specific information, GPS, payroll and credit card processing integration (allowed us to kill separate systems/charges for all 3 of those elsewhere!), good and simple reporting features and the sheer ability to book simply daily/one-off jobs, as well as full-blown project management! Interpersonally, Max Paltsev (SF CEO) makes himself totally available and is extremely hands-on! SF is highly capable and is developed in-house (vs. farmed-out over seas), which is a big deal to us! I brought up an issue just yesterday regarding a specific functionality item that is pivotal to our business. My account rep took the issue right to Max and I received a reply today that their development team is creating a code-module as we speak and it will be re-coded by week's-end. SERIOUSLY!?... WHO DOES THAT? Incredible. It doesn't get any better than this. My goal is to master this system's functionality and I find things every day that are better than I even imagined. We are now a lifetime client!

Very few. Calendar is a bit dated and needs a little help in relation to what SF calls DISPATCH capabilities... BUT this is a primary focus on their

I have been using this product for close to a year now. Max and Aramis were extremely helpful with our conversion to using this product. The live tutorials, additional references, and tech support made learning the product quick and easy. The tech support with this company is second to none. In my experience they have continually worked to make their product better every chance they get. This is rare and is what prompted me to give them a review. My company is able to use this product for our construction/renovation projects, repair technicians, and the routes we have that are on routine maintenance. Templates, inventory management, and custom fields have made the difference from other software that we originally were considering. Hope to see route optimization in the future.

Ease of scheduling customers. Product pics in the app help our employees find the products they are invoicing quicker. Tech support staff are outstanding and will find an answer if they don't already know it.

Wish this software had route optimization since that is what all service based businesses need