Easy. Powerful. Mobile. Field service management software.
4.49/5 (134 reviews)
Pros
It's very intuitive and has more tools and most businesses will need. It's very easy for salespeople to use and if they are not able to use it that's a good sign that you should be looking for a replacement.
Cons
There are a lot of options that can get a little bit overwhelming. The learning curve is a little high but that's due to the fact that there are so many tools available.
Rating breakdown
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.
Pros
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.
Cons
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.
Rating breakdown
Likelihood to recommend: 10/10
Extremely happy.
Pros
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!
Cons
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.
Rating breakdown
Likelihood to recommend: 10/10
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.
Pros
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.
Cons
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.
Hi David:
Thank You for your feedback.
We are not without flaws and we definitely don't claim to accommodate every workflow, but we try very hard to make it work for everyone who decides to give us a shot. We wouldn't have over 1,000 paying customers with a "great demo" alone.
I understand it's important to you, but offline support is a feature, not an issue. There were other things on your list that we simply didn't do. It wasn't a feature that was "broken". It just wasn't available.
Our V2 features more than offline support. It has a built-in VoIP phone system, a CRM, email, progress invoicing & more. Everything our customers asked for. And it uses the latest tech available today, not two years ago. We rebuilt from the ground up because it has a completely different architecture. Phone manufacturers roll out new phones every year not because the last model was bad, but because the new model is better.
I am sorry we couldn't be a great fit for you at this time.
Max
Rating breakdown
Likelihood to recommend: 0/10
They were super about the initial training, and have consistently tried to answer any remaining issues. We began to be able to have our techs collect credit card payments; awesome for both office & customers!! Data from the old system transferred over, mostly without any issues. The continual updates, which are largely in response to customer/user requests is a plus. You don't always get what you want, or as fast as you want it, but they are definitely trying to meet the most important, common user needs.
Pros
Better dispatching than what we had before.
Cons
Reports aren't all that they need to be, but can download info to Excel & manipulate most data
Rating breakdown
Likelihood to recommend: 9/10
Starter edition - $99/month
Starter+ edition - $199/month
Pro edition - $349/month
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