Service Channel Reviews

“Easy to Use and Track

Pros

Managing each location's tickets and status is a breeze. Reviewing invoices and proposals all in one place is very efficient. Customer service and support are highly effective and helpful.

Cons

I find it cumbersome to customize our dropdown menus for end users to submit tickets. I might not be very tech-savvy, but the customer service team is helpful and able to assist.

“Service Channel

Pros

Excels at managing distributed portfolios.

Cons

Creating a work ticket takes between 10 and 34 minutes. Vendor onboarding takes a long time to build a network.

“Worldwide deployment

Pros

It's adaptable for global use with support for various languages and currencies, and it meets local requirements for small to mid-sized businesses. There's always a solution for our special needs.

Cons

There's no single point of contact, with three regions having three different contacts, which is inefficient in a global setup.

“Great site!!

Pros

All features are excellent! I love the new weather mapping and bulk work order creation. The dashboard for proposals and invoicing is straightforward to use. Very intuitive. The IVR check-in and check-out ensures vendor accountability.

Cons

The mobile app needs significant updates. Work orders should be in time order instead of random, and the functionality should better match the site. Filters need to be updated. When selecting one vendor, you have to unclick all the others and then reselect them all when you want to apply all.

“Excellent System

Pros

The ease of editing vendors within trades is one of the best features. Pulling reports and using analytics is excellent! Real-time data and easy communication with our users are some of my favorite aspects. I wish they had a mobile app that matched the website, as it's still a bit behind in this area.

Cons

The only part of the software that needs improvement is the AP module. It's still very limited and outdated.

“Great Product and Support!

Pros

The analytics and reporting are fantastic tools. Regular upgrades to the platform continually enhance an already great product.

Cons

Getting all end users to start using the system was challenging, but that's not unique to ServiceChannel.

“Excellent Communication Tool

Pros

Keeping hundreds of work orders time-stamped and name-stamped allows for clear accountability for my team and direct communication with store staff. All information is stored in one work order, and photos/videos can be uploaded for context. Managing expectations is easier with missed ETA alerts, and I can quickly see where my team needs to focus their efforts.

Cons

The PM module is still clunky and doesn't entirely meet our requirements. It's limited in its capabilities; for example, many of our locations have different frequencies and schedules for cleaning, which can't be specified in the PM module.

“Lots to it

Pros

I like the idea behind it. If executed properly, it has the potential to be an excellent tool for handling service and warranty tasks, but it's bewildering in my present role. On a positive note, they offered a three-hour training session to explore the software and its features.

Cons

It is not intuitive at all. Customer support is adequate, and the webinars were helpful, but I learned more from printing out step-by-step instructions.

“If you don't care about your vendors, this may be for you.

Pros

There is nothing positive to say; it was awful. And the worst part was that when you needed help, ServiceChannel's customer support was absolutely dreadful! D-R-E-A-D-F-U-L!

Cons

Customer service is helpful when I need assistance.

“Used for Service Dispatch

Pros

Importing our company's information was simple. Customer support was responsive, with quick and helpful email replies.

Cons

I would have preferred to receive notifications for various items needed or outstanding.

“ServiceChannel - JA

Pros

ServiceChannel simplifies viewing open and completed work orders, which helps track company spending and holds vendors accountable for servicing our restaurant.

Cons

ServiceChannel should improve its app interface to match the browser version.

“ServiceChannel

Pros

I liked that this software was excellent for organization and was very simple to use and share. It was great for retrieving information.

Cons

Managing different users with this software was frustrating. Additionally, the exported reports could be better in my opinion.

“Amazingly versatile system

Pros

I consider this one of the most effective and practical POS systems available! Despite the complexity and customization our business requires, it has kept up and kept us satisfied!

Cons

I haven't had the chance to test their customer service in case of issues, which would be a major factor in its overall value for me.

“Absolutely Horrific!

Pros

I can't find any faults.

Cons

This is absolutely not intuitive. Mandating training for vendors without compensation is illegal. It also requires much more time and energy for billing and invoicing than doing it manually. Ridiculous!

“Good featured management tool

Pros

It is an excellent management tool. It also offers live demos. All management activities can be maintained through a single tool.

Cons

It is a bit more expensive compared to other management tools available in the market. It needs to be made easier to access.

“Reliable, User Friendly, Worth it

Pros

I love almost everything about ServiceChannel. It starts with how straightforward the software is to use. I am on it daily, whether accepting calls or billing out. In the work order reports section, you can look up all calls that haven't been accepted, opened, are in progress, or completed. ServiceChannel has an app that allows you to check into businesses using GPS; for some customers, you might need to dial a phone number using a store phone, but that's easy! I love that you can submit proposals immediately, and the notes section is perfect for communicating with the customer. As a vendor, communication is crucial, especially in high-energy, noisy, or busy environments.

Cons

The only thing I dislike is when you reject a call, it stays in the open section of the work order reports. I wish they had a separate reject section - maybe they do, but I haven't found it yet.

“We only use this for one client, but it is simple to use

Pros

One of our clients requires us to use this for billing them and updating job statuses. It has many features that seem to make accessing information straightforward. As a user, it's easy to create invoices and upload documents.

Cons

I wish there were a search function to find all related work orders and invoices without having to manually look through each section.

“Great Product

Pros

Big Sky is highly customizable, and it's easy to add personalized features. We could replicate a store facilities quality scorecard, eliminating the need for bulky hard copies.

Cons

This platform is being replaced by another one. The new platform is also very powerful but somewhat less customizable.

“Pretty user friendly on the tech side

Pros

We use this system only because our customer requires us to bill them through it, so we use it a couple of times a month. That said, I've been impressed with how simple it is to use. It only takes a few minutes to upload and submit an invoice. We can easily view the status of our work orders as well.

Cons

The only complaint I have is that we don't always get notifications for new work orders.

“Manage all service and maintenance issues in one spot

Pros

Simple to use, straightforward, tracks vendors, work order numbers, statuses, etc. The mobile app helps check on issues when away from the restaurant.

Cons

Customer service isn't always as efficient as it could be. They aren't always on the same page as the technician coming out to address the issue.