ServiceWorks

Pros: What I appreciated most was the concept behind the software. The vision of a unified platform that seamlessly integrates part ordering, scheduling, dispatching, and customer communication is exactly the kind of streamlined solution our workflow needs. Unfortunately, the actual experience has fallen short of that promise and has often been more frustrating than functional.

Cons: What I found most challenging was the gap between what we were promised and what we actually experienced. We were assured that our data would transfer seamlessly from CDA and that the transition would be issue‑free. Instead, we lost visibility into hundreds of jobs and customers, which forced us to scramble to re‑establish contact, resulted in lost business, required refunds, and put us in the position of having to apologize to both customers and warranty providers who were unintentionally left without communication during the onboarding process.

Pros: Right now- we're still having major issues since we came on board with SW as of 2/16- Data still not fix from being imported. What information that's been imported, been entered incorrectly all data still in COD/ closed status from the import or part credits been posted as CC payment.

Cons: Being told by the developers on issues, that if you can't find what you're looking for here you need to go here. Now after 3.5 weeks being on SW we're getting No help when you need it, no one is available.

Pros: its a one stop shop for appliances. but I've got so many different issues that I can't keep up with them all. y'all say its my fault and close my ticket out so it looks y'all are resolving the issue. or I never hear back with an update.

Cons: I can't make my own barcodes for sales items and I've asked multiple x's for someone to add my sales cost and have sent a reference with no update .ive never been able to submit warranty jobs from SW. my wo's don't show in process when a tech enroutes it just says "job status". its easy to get someone to talk back with you, but they can't help you. and when I have issues, I get an email back saying its something that my office is doing wrong, when we do things the same way we always have only difference is there's been an update.when there has been a update theres not a good way to understand the changes. the way I wanna keep recxord my inventory I can't do because it can't be structured in that way and if it can be I can't get any help to get it figured out and again I can't make my own barcodes to even try

Pros: I liked the idea of service works integrating with marcone. I liked the idea of their people helping set me up and get me running.

Cons: The mobile app. It feels like something some corporate dude made his team create in the early 2000's because mobile apps were all the crazy back then and then it was never updated since. The text messaging has been described by my customers as spammy. The whole experience has been a nightmare. It took 3 weeks for them to get my logo to not be stretched on my invoices. When I was trying to use the software I would call the help desk for help. The most common answer to questions I got was I don't know. This software is clunky and made for the people in the office not the technicians who actually go out and make money for the business. Instead of innovating they decided to focus on getting the cheapest developers they could to write their software.

Pros: It offers everything that I need - BUT - none of it works I have no clue what it is that I like at this point other than I have personally spent 100's of hours of my time invested into doing the work that the app was supposed to do, myself. Fixing invoices, myself. And believing they would actually do it. I have put so much time into it that it makes me want to get my monies worth - especially since I have done their work for them without being paid

Cons: As of this year alone, I overpaid my contractors by over $5,000 because ServiceWorks was double tipping them in their system. I was losing money on half of my jobs. Not only have they not fixed it, but they owe me over $5,000. At the beginning of using them, even though all of the boxes were checked and it appeared that client's were paying tax - tax was not calculated into the total of the invoice. I lost over $1,000 in taxes right off the bat. Messaging constantly crashing. And now payroll is SO messed up I don't even know what to do. They said they fixed it. IT'S WORSE!

Pros: you can see all your calls on a calendar for the week

Cons: that you can no longer open the ticket from the calendar

Pros: There's a lot to love. For us specifically what drew us in the most is definitely the level of communication and the amazing customer service.

Cons: It's honestly hard to say and would be better to ask us after a few months post implementation. So far we're still in the "honeymoon phase" so to speak and beginning implementation.

Pros: Scheduling and job tracking. Warranty processing

Cons: Updates that we would like to have a choice of keeping or not.

Pros: Its VERY detailed oriented, I feel once we understand the system it will be easy

Cons: No day and time stamped note per customer per appliance. I highly recommend!!!!!

Pros: the extensive information in a work order all in one page on a desktop version to start an order and to view an order

Cons: no added features that I specifically need: adding notes in images individually, adding extra images per work order, download images in bulk (simultaneously).

Pros: The cost compared to other providers is hands down the best value out there. No one else can come close to Service Works. Tech support is almost always instantly addressed. They are very helpful and actually answer your phone calls or service tickets in a impressive, timely manner.

Cons: I don't like with the new update the pop up job review box used to let me view the service performed, which was very helpful and also it stopped showing the amount with tax. Before you could see both of those. updates should add to, not take away.

Pros: The team at ServiceWorks are easy to deal with and very responsive.

Cons: When we first started we had to change a few processes but we have streamlined them now and are happy

Pros: Easy to use schedule system and dashboard. Updating tickets are easy

Cons: Search of customer to go in different areas seems to be troublesome. Before an update , you could find all jobs in customer history. But if it is current, then you have to go to jobs search.

Pros: They have an awesome support team ready to help in every way. Software is easy to use. Straightforward: Streamlined scheduling and dispatching made our workflow so much easier. Invoicing and payment tracking are super intuitive. Customer support is responsive and helpful. Everything in one place—from work orders to inventory. More enthusiastic: Absolutely love how organized our team is now—ServiceWorks keeps us on track! The mobile app makes it easy for our techs to update jobs in real-time. Billing clients is a breeze—no more headaches. The customization options fit our business perfectly.

Cons: Their system needs a lot of maintenance and keep it running. A lot of times they go through system glitches.

Pros: I like the ease ability to maneuver and the layout. Very user friendly.

Cons: I have areas that I don't need or use. I would like to still be able to see and use multiple addresses for a customer. Some of our customers are landlords so they have multiple properties.

Pros: The app is great for our on site installers and the reporting for our accountant is easy. The templated notifications are very good.

Cons: Implementation was challenging and the notifications set-up took some time to get it all working. The emails and back end set up were the most challenging.

Pros: It meets all of our needs as a service based Company. The reports are good and the estimates and invoices are professional. We like that our clients can pay directly from and through the software.

Cons: The inability to get questions answered that require assistance from the developers who are based in India.

Pros: I like the theory of how its supposed to work, cost, and appearance. I like the integration with payment processing and the mobile app.

Cons: I find it frustrating to have to constantly engage with tech support to resolve issues. It is even more frustrating when I have to spend time proving the issues to tech support or the developers. My service tickets often get escalated to tier 3 support and remain unresolved for extended periods, sometimes even months. In some instances, the problems never seem to get fixed.

Pros: The schedule is one of the few things I like about the program. It makes it easy to glance at a technician's jobs for a specific time frame.

Cons: Where to start... The flow of making a work order isn't super smooth. When completing out a work order, you have to scroll down, then back up or the job can't be changed to delivered status. We have to pay extra in order to print statements. The website almost always runs slow and it takes forever to do any functions. The list could go on about specific things, but I think I'll stop there.

Pros: ease of scheduling, route optimization and customer service!

Cons: There are no cons at this time that I can think of.

Pros: It does everything my last CRM didn’t do like inventory and commission tracking.

Cons: Because it does so much more than other CRM’s it also requires more onboarding.

Pros: [sensitive content hidden] was the only thing that keep me from leaving. After a while I could not deal with their system crashing or stuff missing.

Cons: Customer service was the worst of the worst. Nohting never got done. The [sensitive content hidden] is cluess.

Pros: Love the fact that it is both PC and mobile friendly

Cons: Wish there was a little more customization