Service Channel Reviews

“Allows us to run our business well

Pros

It is a key partner in making sure every Louis Vuitton location delivers a luxurious experience. The ServiceChannel team truly understands our needs and works with us to get everything done while keeping us on budget. They are professional, kind and genuinely care about us as a client.

Cons

Every now and then, the service runs a little slow, but honestly, that's me just trying to find something to complain about as it is not a common issue.

“We love it!

Pros

ServiceChannel is very simple and easy to use. Plus the many filtering options help different teams in my company work in the system without overlapping or duplicating efforts.

Cons

It keeps rolling out new updates, but Supply Manager never seems to be included. I get that it is a third-party system they acquired but when will that change? I've been using it for almost five years with no upgrades. Ulta Beauty processes over 50,000 work orders a year with Supply Manager as some new features would make a huge difference.

“Good for project team management

Pros

Offers convenient tools for managing project teams, straightforward to use.

Cons

The project management module still needs enhancement.

“Not at all user friendly when you only need it occasionally

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

While the concept is great, it doesn't quite fit my use. A client set it up for dispatching service work, but as a general contractor, it's confusing since we don't perform the work ourselves. I wish the training had been more tailored to whether you're a GC or a subcontractor. The owner training should also be more thorough, as even our client who bought the software has faced some challenges in setting up jobs and determining which features to use.

“Easy to Use for Invoice Submission

Pros

Simple-to-use software with clean organization. The invoicing process is straightforward, with clear communication between client and vendor.

Cons

I haven't encountered any difficulties with ServiceChannel.

“Easy way to recieve and accept work orders

Pros

ServiceChannel is an efficient way for contractors to receive and accept work orders from customers.

Cons

The approval process after work order completion can be quite lengthy, causing delays in invoicing.

“Decent

Pros

My team used this to review invoices from contractors. The interface is quite easy to navigate for our needs.

Cons

There are some restrictions on how the contractor can input their information.

“Excellent

Pros

What I like the most about ServiceChannel is its constant evolution. They continually introduce new features that are relevant to the industry, avoiding stale data or late updates. They listen, anticipate FM needs, and address challenges so well that I often check SC first when considering new KPIs, vendor communication, or report data because they've likely thought of it already.

Cons

Occasionally, I find some features seem very US-centric initially, but the team is excellent at adjusting and even rebuilding to meet our needs.

“Service channel user friendly

Pros

The customer service is excellent. While the program isn't the simplest to use, their assistance makes a big difference, especially for someone managing many stores and traveling frequently.

Cons

I wish we had weekly classes with Q&A sessions to learn how to use the software better.

“Service Channel makes life easy

Pros

I love how intuitive this software is! It's also very interactive, allowing everyone to access and update it as needed. It simplifies my job at the end of the day.

Cons

When items aren't closed out by vendors or store teams don't provide updates, I end up doing a lot of follow-up to close out work orders. It would be great if the software sent reminders directly to vendors or store teams based on how long the ticket has been open.

“Service Channel

Pros

The transition from our previous software was seamless.

Cons

Vendors have a hard time communicating with reps. We can't assist vendors from our end.

“Service Channel Review

Pros

It allows stores to create their own requests. Issue lists can be easily modified on our end. Access to customer service is easy, and they understand our issues.

Cons

The project module, released in 2020, is lacking. The software is harder to use than others and isn't as customizable as smaller platforms. The GL code is triggered by the proposal, not the work orders, and doesn't update automatically.

“Great platform to help a multi site operation to move from reaction to proactive style planning

Pros

The product is straightforward for the end user and enables the owner to easily create and adjust as needed. It effectively handles work orders from start to finish, managing every workflow needed between creation and closeout.

Cons

The proposal module needs a notes function to capture any discussion about potential work. Also, the planned maintenance module needs an update to make it more accessible.

“Service Channel

Pros

The variety of modules available is why I prefer ServiceChannel. Each module interacts with others to add more value to our data.

Cons

There's nothing I dislike about ServiceChannel. I'm happy with the product.

“Daily User

Pros

We enjoy using this software to set up our preventative maintenance services, eliminating manual entry of work orders. We recently implemented weather mapping and bulk work order creation, which has been valuable during this busy hurricane season. We also heavily rely on custom analytics for tailored reports for our ELT.

Cons

The issue list and the manual time it takes to create it initially could use improvement. I'd like to see it become more of a dropdown selection with cells to add information for individual users.

“Top notch support team

Pros

The software is very easy to navigate and intuitive.

Cons

Some features need updating, like the planned maintenance dashboard. It should be easier to manipulate PMs within a frequency or change a store to a new frequency without losing pricing.

“Service Channel Review

Pros

The main feature I like about ServiceChannel is that it lets me monitor my internal team's performance in their maintenance roles. I appreciate the ability to assign work to internal or external providers. Processing invoices is a significant advantage, reducing the manual labor we used to put into it. The ServiceChannel team continuously innovates the software, adding new functions or improving existing ones, which I find beneficial.

Cons

The software appears to have been developed by different teams, as the terminology changes from one function to the next. This confuses new users. In training, there was always a reference to the work order number, but in the application, the tracking number comes up first. Redundancy in functions and terminology is key to making this easier to use. Some parts of the system have an autofill function, while others don't, which is inconsistent. There's also a glitch that generates a large number of emails each night stating our contractors are out of insurance compliance when they're not. This issue was fixed once but has resurfaced and hasn't been addressed yet. Using outside contractors is problematic, as few have much knowledge of ServiceChannel, causing my team to handhold them through the process. Many don't understand the proposal system or listed incurred costs on adjusted proposals. The RFP system doesn't seem to work correctly; we issue RFPs, but they go unanswered as if they were never received, even by contractors who seem to grasp the system.

“Service Channel

Pros

ServiceChannel constantly makes improvements and adds features based on user feedback. It's very easy to use and understand for the end user. It's simple to search records and leave notes for vendors. It's an all-in-one operation from work order request to proposals to final invoice. It also offers excellent tools for data analysis from every angle.

Cons

They are constantly developing and improving the software, so as an administrator, you have to keep up with the changes. There's a learning curve due to the many features, but once you get the hang of it, you're fine. Adding new vendors through their Fixxbook program can be frustrating, as it's not very intuitive for new vendors to complete the forms.

“One stop platform for all your facilities management needs

Pros

Having everything on one platform saves a lot of time, especially in this fast-paced industry. From work order creation to invoice approval, the system is very intuitive. Additionally, it's tailored to your business needs during implementation, and you can make changes as things evolve.

Cons

The implementation process can be lengthy, and creating the issues list can be confusing if you don't have a good starting point. However, you do get set up with an implementation manager who guides you through the process.

“Service Channel - Definitely Recommend!

Pros

The thought behind everything is top-notch! The ease of use for our users is key to the system's success.

Cons

I've only had one negative experience related to vendor searching linked to Fixxbook, but it was quickly resolved.

“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.

“Simple to understand and use to invoice customers and contractors alike.

Pros

This was implemented by a large customer of ours to assist with invoicing. We have since been able to expedite and process our payments and invoicing more efficiently than before.

Cons

I wish it were easier to search for existing work orders, or that partial/filtered searches were available. Beyond that, the flexibility and information provided with each work order are helpful.

“A great tool to manage store issues and communication to the vendor base or corporate partners.

Pros

As a Facilities Manager, I place high value on ease of use for the field and its versatility. Our staff uses ServiceChannel for multiple store issues: repair and maintenance, loss prevention, including alarm issues and requests for various things, finance issues, including inventory control and auditing matters, operational issues and requests. Overall, it is extremely useful, and we are expanding its use all the time. One of the nicest features for store associate use is that it is very easy to understand; you don't need to be tech-savvy. Creating new service requests is simple with drop-down boxes that are self-explanatory, and the system guides the user to the next screen. We are very pleased with this tool and will continue using it as we grow.

Cons

There have been numerous upgrades lately, which is generally good, but they often cause the system to run slowly. New bugs develop as a result of the upgrades, though they eventually get resolved.

“Strong end user experience, but with a slightly complicated back end

Pros

ServiceChannel was our mode of communicating all site-level service/maintenance needs for two years until we switched to a different service. From an end-user perspective, ServiceChannel allowed extensive customization in pulling reports, had a mobile app (that worked even better than the web-based version), and was very functional for daily use in submitting tickets.

Cons

The back end of ServiceChannel was much more difficult to manage and integrate into a large company. We ultimately switched to software we were already using for other purposes that had service ticket capabilities.

“Absolutely the best FM product on the market

Pros

Their developer-friendly API makes it Direct for us to transfer data from ServiceChannel to our application.

Cons

We have not experienced any problems with ServiceChannel so far. All the APIs are well-documented, and their support engineers are readily accessible.

“Great software, features, and network!

Pros

Simple to use. Reporting.

Cons

There is a lack of easy access to advanced training for our team members without significant coordination.

“User Friendly

Pros

Simple for the facilities team and the store team to use.

Cons

I don't care for the new invoice layout.

“Easy experience for stores

Pros

Easy to use once it is configured.

Cons

Changes to issue lists, trades, and providers can be confusing for someone who doesn't make updates regularly.

“Best CMMS Platform out there!

Pros

Clear. All-encompassing. Effortless.

Cons

Offers an abundance of information. More than we can manage.