ServiceWorks Reviews

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.

Service Works

Comments: 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

Pros:

Data got transferred from Swiftlink. That was the main reason

Cons:

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

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.

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.

Disappointed Entirely

Comments: TERRIBLE... we were misled, and our money was taken without any functional support from the team. The 'Fully customizable' interface was poorly executed, lacked customization, poor support from the tech who was assisting us. They could not answer questions, could not fulfill any of our wishes, it took days and sometimes weeks to get changes done, and when we cancelled, we were thanked for our 'gift' of several thousand dollars and NO REFUNDS... "go pack sand... Super Clean Cans!" ... muhahahahah WOULD NOT RECOMMEND... We were so excited, but found out this was just a snake-oil sales pitch to take our money, but not deliver on a single service

Pros:

We liked some of the features in the back end. We are a trash can cleaning business and the sales person said that we would love the "fully customizable" integration feature with our website and the ability to take payment for services in advance. We realized this was a lie.

Cons:

We were misled about the features and integration abilities of the product. When we deployed and started the integration into our website... the "fully customizable" interface was very lacking, our customer service technician's favorite words were... "No, we can't do that" and we felt like we were lied to from the start. Our technician was terrible at support and we immediately tried to cancel the service when we were trying to launch the company. This was a terrible experience and you stole our money, as we paid for a year's worth of service in advance.

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

Service works

Pros:

Fairly easy to use. Easy to train new employees to use. Fairly reasonable in price. Tech support is decent although communication could be better.

Cons:

Not particularly easy trying to learn all the capabilities of the system.

Service technician

Pros:

Easy to use straight forward and functions as it should

Cons:

Sometimes can be a little glitchy here and there

Useful but frustrating

Comments: A mix of frustration and benefits: ServiceWorks is not an easy program to use -- it takes a long time to train in and understand; there's a multitude of steps for many operations ... for instance selling a part over counter is an involved multi-step process, making the customer wait while all the invoice and sale entry steps are performed. When there are multiple steps for a given operation, if one step is not done correctly, it can be time-consuming and frustrating to figure out what went wrong and to correct it. You cannot have part-time inexperienced office help at all using this system -- we spend much time correcting improper entries and trying to get them to do things properly. It's been very good to have the SD mobile link to the system, although there are issues with that too if the tech is not thorough in filling things out properly and selecting the date for parts returns (easy to overbook when this doesnt get done) ... one thing that doesn't go over well is the office personnel correcting/reminding the techs to fill out the paperwork thoroughly... The training manual for ServiceWorks is WAY OUTDATED -- no excuse for 20 or so years to go by without redoing/updating the manual -- again, very time-consuming and frustrating when trying to learn the system, and way too wordy. Also, the system seems to crash or lock up occasionally causing a standstill in operations until the owner gets back from his service calls to care for the issue.

Pros:

Great tech support and availability; SD mobile allowing office and in-field techs both able to see the progression and status of service calls, and a big time-saving help to the techs. However, while it's a time-saving boon for the techs, it has caused probably double the amount of time spent in office for this system vs. Swiftlink. It is also very nice to have the parts inventory linked to the jobs tickets/invoices.Warranty claim management and filing has been more streamlined with ServiceWorks and we find this to be a huge benefit.

Cons:

Customer address: A glaring fault in this program is that there is only one address line for addresses, which is enough of an issue in itself that I would never choose this program again because of this one thing! In our area, 3/4 of our population is transient, lots of 2nd/3rd homes, and the need to have further defining information for many addresses which requires a 2nd address line or a line for a business name and then an Attn: line. One address line is a very outdated entry form and really unheard of any more. PARTS: The special order parts chart for checking in parts can be a real pain when "tentative parts" are allowed to plug the chart up. We were of the understanding that we could have a Master List of parts we stock and that there was another place we could have nonstock parts listed ... this doesnt appear to be the case - if you want a record of non-stock parts that happen to be in the office stock, they need to be in the Master List in order to select them from the inventory or to see that we even have them... we worked out a system to mark those nonstk parts in the Master List; also it would be nice to have a field where you can put the date the last time a part in the Master List was updated... we worked a system out for that as well. LOCATION finder for dispatch map: is often wrong, often not very accurate... would need to link to a better GPS system in order for this to be dependable and useful for mapping routes.

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.

Bin Cleaning

Pros:

I like that everything can be managed in one spot.

Cons:

Its a bit overwhelming having features I don’t use, would be nice to have the option to have sections appear or not. Ex item/part

Could be great. Maybe wait a few years

Pros:

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

Cons:

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.

End of the search

Comments: My overall buy point was their customer service. The attention to detail that [SENSITIVE CONTENT HIDDEN] delivers to my situation gives me all the confidence in the world that I will stay with this company for a long time. We can now set this aside as we rebuild our business in the future. We are licensed in NY. TN and AZ and are expecting 100 employee's in each location. This software will be going right along with us.

Pros:

I like the population auto fills. The search ability is a key factor in running our business. We ran a business in Arizona with twenty-five employee's and keep tracking of what was going on was our biggest hurdle. I tried a lot of other software for this purpose (several costing 5 times the cost of sw) without the power of service works.

Cons:

Just like learning any new software there are some frustrations along the way. There are a few bugs in the system that haven't been ironed out yet, for example; sometimes I will but in place holder information like the phone number if I don't know it. I will enter all fours or something with the intent to go back and enter the number when I get it. SW uses the ph number for the customer number. I doesn't allow you you to edit the customer number, oh it has the edit icon and you can delete it, but it won't allow you you to enter anything. By the way the work around for this one is copy and paste.

Good software

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

Pros:

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

Cons:

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.

OK product

Comments: 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.

Pros:

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.

Cons:

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.

It does the job very well!

Pros:

It helped us to move completely remote! My technicians love being free of having to stop in the office for their routes and love not having paper tickets anymore.

Cons:

There have been some bugs since we started using it, but (fingers crossed) they seem to be mostly worked out.

Software for the Appliance Service Professional

Comments: the most important part of the program we were able to start using it almost immediately At the time we got the program Service Works was not active in Canada but since we had used a previous product of their design they offered it to us and switched over our old program to the new one. While we have only used this product a couple of years we have worked with this team for years and they are great. I struggle with technical issues and they take time to explain (in English) what is going on.

Pros:

There are many wonderful features but the feature we utilize the most is the dispatch. Being able to dispatch a call by location of the tech allows us to start the day knowing how the week is setting up.

Cons:

I am having a few issues learning all the features some are a bit redundant but we have to devote the time to learning to use the features making it a priority

Was misleading

Comments: 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!!!!!!

Pros:

the program would be amazing but has no accounts payable feature

Cons:

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 but can be better

Comments: The software does help organize service calls and the ability to add custom fields does help to tailor it to my needs. I wish that acceptance feature would be something to have on the software but overall, it is a good software to use

Pros:

I do like the ease of setting up jobs to configure for my business

Cons:

I don't like that the system does not have a way of confirming if a technician received a dispatch