ServiceWorks Reviews

How service works saved us at least one full time employee AND made our services better

Pros:

The scheduling and ease of information gathering. The way it is setup we can easily navigate and find what our client wanted and we are now able to customise even more their experiences with us. It has removed a lot of non value added activities that we had to do manually. We have the opportunity to look for cost overruns and how efficient we are as a company every day and at any time we have access to progress reports.

Cons:

The initial configuration is rather easy but being in Quebec, Canada has made some issues difficult for us in setting up taxes and linking up quick books. Otherwise the CRM, Dispatch, job creating software ticks all the boxes for us.

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!

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.

Fairly easy top use and easy to train employees on

Comments: made it very easy to be almost paperless everything is done on the technicians phone.

Pros:

easy to use and easy to train employees on, very easy to use on the phone and has very few problems.

Cons:

if you show a payment as a down payment you cant remove the payment without showing that it is a refund.

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

Update service and input issues and concerns

Comments: Well for now just trying to get use to it and learning how to operate they are alot of features that my office staff don't know how to implement. Need more support by just picking up the phone and talk to someone.

Pros:

New system I had to changeover from another vender but need more training to use all features

Cons:

Need more training and if have a question need phone number to call and get answers quickly.........aloha

Highly efficient

Pros:

ServiceWorks helped me and my team achieve fast and great results with customers. Dispatch and technicians were great in terms job postings and enrouting

Cons:

It rarely crashes. But I guess that’s normal since every app does

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

Works for us now

Comments: It's alright! I'm glad we use this instead of ServicePower

Pros:

It works most of the time. Could be faster considering the volume we do.

Cons:

It's slower than any other system I've ever used.

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.

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.

Blazing Bins

Comments: Working with the team up to this point has been a great experience

Pros:

That they are willing to make changes or update the software and the programming to fit the needs of the service provider

Cons:

At this time, the scheduling is not the most friendliest process. There is period there has been updates which are currently being used and looked at to see for approvements.

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

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.

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

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.

Not functional for a retail business

Comments: We cannot get it to sync with quickbooks without multiple errors, You cannot do a paid out of your til for gas or refunds that were bought prior to switching over so balancing the til cannot be done with this program. We have contacted serviceworks rep many times and every time told they will get with someone and get back to us but we NEVER hear back unless we initiate it and then are told the same lame thing. We are currently looking for another program that is more functional and has better customer support.

Pros:

Scheduling of service calls .

Cons:

We have had nothing but problems with the software and functionality.

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

5 star out 5 star review

Comments: I like the software very well but only thing it needs is in the app beiang able to reschedule with the calender

Pros:

I like all features to this software and im still learning on it as well. I like how it combines parts with my parts distributor

Cons:

the app could be a little bit more user friendly but im getting use to it. I do find it clitchy here and there but I call my guy Will and he gets it taken care of.

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.

good for bin cleaning

Pros:

as a simple recurring service based business, it does all i need it to.

Cons:

All the automations that I need as a bin cleaner are there, but they are all the basic versions. for example, auto text reminder automation is great but I cannot change what time that text goes out. I also cannot see all my customers on a map; which is key to understanding my business.

Trash Can cleaning user

Comments: They will do whatever it takes to make it work better.

Pros:

I like how they will make things work. They are open to ideals

Cons:

The scheulde time frame needs to go into the ditch. It works but I don't care for it myself.

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.

New Customer

Comments: I am still learning the features of this program and will be contacting Service Works to help me set up for manufacture warranties.

Pros:

You can go into the service ticket to make changes.

Cons:

You have to hit the "OK" for each section to save. It would be faster to be able to hit the "Enter"