Service Fusion

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.

Overall SF is light years ahead of our previous software. They do have some things to work out, but it is very obvious that they are making changes. They are affordable and have awesome support.

The problem is reliability of their servers. At least several times a week they go down anywhere from 10 minutes to 2 hours to fix. You try running a service company when your techs cant go to the next job because the server is down. I am assured once a week that there server issues are resolved and they are not. I have been using this software for over 2 years, 6 month ago they did something because they are no longer reliable. I am paying top $ for the software . Kickserve was much more reliable and much less expensive.

I highly recommend giving them a shot and trying out their demo. Their staff is great and always willing to help with any problems you may encounter.

We used Service Fusion for 1 month in a "test" environment. We liked it very much, and decided to move forward. Now, we have been using it in production for 1 week, and it has greatly streamlined our processes. Our office staff loves the intuitive user interface, along with the automated notifications that can be configured when field staff is dispatched to our customers, and as the job progresses (dispatched, on site, invoiced, etc).

The work of our field staff has also been simplified by going "paperless". The mobile app they use has all the information they need at their fingertips. Customers can sign for their work and receive e-mails at job completion with invoices if desired.

On aspect of Service Fusion that we really appreciate is that it is highly configurable. As a small example, if you don't want notifications to go to your customers, you don't need to send them. If you only want certain ones, during certain statuses of the job, you can configure that. We appreciate how the developers have designed it in such a way to be flexible and not force a company to work a certain way. For example, the ability to add custom fields for various entities (customers, jobs, equipment, etc) shows that they understand each company may have specific needs for information tracking that are not included the software's built-in fields. Giving customers this flexibility makes the software highly configurable to our needs.

Finally, our experience with Service Fusion's Support staff has been phenomenal. We've had to call in several times during our transition from our previous software for various things. Each time, we were able to work with their knowledgeable support staff who've spent the necessary time with us on the phone to solve our problems. In addition, we sent in a request for a minor enhancement to a report that would have really helped us. To our surprise, they followed up very quickly and made the enhancement we requested. Typically, our experience with software vendors is that we don't see such quick turnaround to implement enhancements. But our experience with Service Fusion is that they are very proactive and listen to their customer needs.

Based on our experience so far, not only with Service Fusion's customer support, but also with finding their software highly functional and easy to use, we would not hesitate to recommend Service Fusion for service companies like ours.