About Service Fusion
All-in-one field service management software to run your business from anywhere, with plans starting at a flat-rate of $149/mo.
Ease of use and the support the company gives its people.
We did really put lots of effort and tried to use this for on and off over a year, but it has been a total disappointment. Our industry is fire protecrion services.
Filter reviews (189)
Filter reviews (189)
If you have a sales team that is mobile and on the road this is an incredible platform.
It's very intuitive and has more tools and most businesses will need. It's very easy for salespeople to use and if they are not able to use it that's a good sign that you should be looking for a replacement.
There are a lot of options that can get a little bit overwhelming. The learning curve is a little high but that's due to the fact that there are so many tools available.
Best Software for running a service-business available. (I would know, I've looked at all of them!)
Comments: Service fusion is the best software out there that I have seen. We used to use Smart Service and when one of their tech support agents expressed surprise that I had 8 tabs open and the software was still functioning I realized that it was a sub-par product. After that myself and our management sat through multiple software demonstrations to make sure we didn't end up with another sub-par software. Of all the demonstrations we went through, Service Fusion was, by far, the most cost effective and capable software available on the market. It runs on the internet, so we can access it from any computer or tablet without having to download any additional software. It also updates regularly, which, since it's on the web I don't have to visit each work station in the office to update software anymore, which is a huge time saver.
The most impactful features for us are all of the automatic things the software does to communicate with our customers. It emails and texts them automatically the day before an appointment and when the technician is on their way. It has the widest range of features of any service-program I've seen and it is easy to use once the system has been setup to your liking. The Service Fusion team updates the software often, so we're always up-to-date with the latest features.
The only things that could be better are: The field application for technicians. It would be easier for us if we could create and edit inspection reports in the service fusion app itself instead of having to leave the app to fill out our reports and then upload them to the job.
Service Fusion Response
8 months ago
Andrew, we sincerely thank you for taking the time to share your thoughts with us. We are thrilled to hear about your positive experience with our software.
Very bad software company
Comments: my overall experience is poor. The system crashes weekly for hours. Support is slow. Problem solutions are non-existent. The maintenance agreement module is the worst attempt I've seen and completely useless. The limitations on importing information is horrible and their support staff takes over a week to update a live inventory count. In that time, you have to manually track ALL of your inventory moves and manually update it. The job labor section has no ability to charge sales tax. If you have a large inventory the sales tax on products will not function. They have NO offline functionality on the mobile app.
The custom documents and online customer portal brought me in. Some of the feature's work but we have had to develop more manual processes and "work arounds" The bones of this software is great. Its sad the company doesn't develop it better.
What they profess to sell you is inaccurate and onboarding personnel did a very poor job. They were very ill'-informed in their own product. I don't get the impression the owners are in touch with their customer's needs. Or maybe they just don't care.
software for complete service management.
Comments: Service Fusion makes it tremendously easy for me to access all of my accounting and client information when I'm on the move. Along with having good customer assistance, I can access it using the app on my phone, tablet, or work PC. As a result, I can save a ton of time.
Estimates, scheduling, online payments, a mobile application, and reporting are all included in the comprehensive software package with FSM features. With Service Fusion, you can quickly convert a task into an invoice. Out of all of them, I prefer Billing and Invoicing the most.
Because it occasionally travels very slowly, the software needs a good connection to work. in addition to the restricted number of report options that may have been increased.
Service Fusion Response
3 months ago
Thank you for the review! We are so glad you are enjoying using Service Fusion.
Good software, Terrible customer support (software goes down regularly)
Comments: It's sad because it was a well designed piece of software and something must have happened (most likely a sale) where the software is no longer supported and virtually no enhances are being made. But most worrisome is that it crashes regularly. They also invest zero resources into customer support. ServiceFusion, right the ship before it's too late!
It's a great tool, very intuitive with significant flexibility. It has the potential to be great if the company would invest in the infrastructure flaws that make the software continue to go down/fail. Customer service is basically non-existent. They have absolutely no interest/motivation to speak to someone and individually address your needs - even if you offer to pay for it! Very poorly run company in that respect.
The customer service is just terrible. The software goes down for hours and hours leaving you in a lurch. They have no after hours support. It's not uncommon for the software to go down at 6pm and then will stay down until someone gets into the office at 8am. What happens to those of us that work in the evenings? This is highly disruptive to the businesses using the tool. There is a strong indication the company is not vested in the long run.
Wow, great product and great support!
Comments: We were skeptical about switching from one online program to another for our dispatch and billing needs but holy cow, so glad we did! From the beginning they have been so helpful. We can now look customers up by address, phone number, etc... We can add contacts for each job location, as many as we want, we can add service locations with notes, as many as we want... The accounting portion, unpaid invoices etc... is great. Being able to figure out what jobs haven't been billed out is simple. This program is helping us be more efficient, collect money faster and thus buy new equipment sooner. There are so many options with this program, it's truly amazing.
It is hard to say what we like most about Service Fusion because all the parts work together to help our business function at it's best. Maybe the customer support. They actually want to help us, can help us and know what they are talking about. They give answers instead of the run around, every single time without fail. It is truly amazing and compared to other programs we have used it is night and day the level of expertise and perfection.
The video tutorials. They were a bit torturous. Watching a video of a learning session that lasts a couple of hours while trying to run an emergency service company and take care of customers is asking too much.
Service Tech & Office friendly
Comments: They were super about the initial training, and have consistently tried to answer any remaining issues. We began to be able to have our techs collect credit card payments; awesome for both office & customers!! Data from the old system transferred over, mostly without any issues. The continual updates, which are largely in response to customer/user requests is a plus. You don't always get what you want, or as fast as you want it, but they are definitely trying to meet the most important, common user needs.
Better dispatching than what we had before.
Reports aren't all that they need to be, but can download info to Excel & manipulate most data
Full Enterprise Solution for Field Service Operation
Comments: Service Fusion is our field operations enterprise software. As an installation and service company, it serves as the CRM, produces estimates/quotes, facilitates dispatching and job notes collection. In addition, Service Fusion integrates with both QuickBooks desktop and QuickBooks Online. Invoices are creating in Service Fusion and pushed thru to QuickBooks as are customer payments, which allow us to invoice immediately upon the close out of a job without having to wait for part-time accounting staff to be in the office. Our prior process lost up to 4-7 days before invoices were processed. Service Fusion comes with mobile apps for field staff to check in and out of jobs which is used for project billing and payroll processing. We were able to eliminate the use of 4 separate programs upon implementation of Service Fusion: time tracker, calendar, teams collaboration software, and a service ticket tracking program.
Service Fusion's functionality allowed us to replace several separate program, reducing cost and increasing efficiency. Customers are able to digitally sign-off on techs' mobile devices upon project completion.
There are limited report options. Would like to have a checklist option for field techs, where they can actually check off the boxes as specific tasks are completed.
Love the product but REALLY LOVE the support team - Thank you [SENSITIVE CONTENT HIDDEN]
Comments: Extremely happy.
The communication tools for both the clients and our techs in the field. We're still learning more great features every day and experimenting. Love how they are constantly adding new features and easy explanations of how to use them. When we have questions, and we often do, the support team is amazing!
We're in the process of learning more about the great features of Fusion. There is a lot here that we're not using yet... yet.
Service Fusion after 1year of use
Comments: So far the experience has been good , an as d appears to get better daily
The product is good for us because we are a small family owned business that growing in the automation era. Its friendly enough to allow growth and learning. There are still a lot of functions that we are still learning to use daily...
Being able to itemize products for the field technicians...
Service Fusion Response
2 months ago
Thank you for your feedback! We are striving to bring enhancements daily for better functionality. We hope you love what is coming this year!
Another Broken Software With Crappy Back-End Support
Comments: Mostly negative. Its been really rough for us trying to build and grow our company using this platform because there have been so many problems with the functionality of key workflows processes. The software is heavily marketed as a POS option for HVAC, Electrical, & Plumbing Companies but based on our experience it not able to handle their processes effectively and there is no fix in sight. It's extremely lacking in several key areas and service fusion management doesn't seem to care at all about the issues we have reported. We would highly recommend you steer clear of this company until they get their act together
It customizable and pretty user-friendly
The bugs and workflow problems NEVER get fixed. We have been reporting issues and asking for fixes to them for over 3 years now and practically NOTHING we have asked for has been done. Customer service reps just say that they will pass the issue onto the developers but then nothing ever happens. V2 just keeps getting promised as the fix-all, but somehow how I doubt it's going to be without major issues itself
Mislead reps, they take your money and run
Comments: Horrible customer service!!
Lots of customization, ease of mobile device.
Lied to by sales rep, and implementation team about what system can do. Found that no PO's can be generated through mobile device. GPS system is beyond horrible. No tracking, just real time tracking. Most of time it never updates so fleet is always idling instead of driving. No custom forms. Customer service is the worst. No follow up, no corrections, no help getting live but will take your money
Great for small HVAC companies
Comments: Overall our experience with Service Fusion has been great. It's a tool that will do well for any small service company. I would love to see Service Fusion step up their partnership with larger organizations like ACCA and do more with their on boarding process. We were left to figuring out how to apply the tool to our own processes and how to get the tool to do things we wanted it to do for us. Service Fusion was there for us when we have questions, but a better on boarding process with a consultant to help us set up would have saved Service Fusion teams from less questions down the road and helped us ensure we're using the tool/setting up our own methods properly in the first place. I would still recommend Service Fusion to any small business like ours.
It's allowed our small business to get more connected with customers and create a better customer database along with new payment portals not available to us before. We are still learning the tool but we've already saved time regarding payroll and getting critical data in the hands of our Technicians when they are out in the field. Connecting the field to the office support team has been critical in ensuring we're providing our best selves to the end customer. The Service Fusion team has been incredible! They are super supportive and answer any questions we have on any given day within minutes. They have helpful videos and go the extra mile to help in every aspect. Great Team!
While there are some incredible features that have helped us, there are some limitations and clunkiness that needs to be ironed out. The dispatching views are great but limited to size of screen - having to reduce the overall screen to see our entire team doesn't give us a view of the bigger picture. The phone app doesn't allow this larger picture of schedules when we're out of the office, however the dispatch does connect to Google Calendar to get it but still makes it so we're jumping through multiple clicks to get answers to customers on our availability when we're in the field. Reporting on schedules and tracking schedules is somewhat limited. There is no good way to handle tracking paid time off (which we offer to our employees) so we are left to creating our own work arounds to track this. We run into our teams forgetting to track their time and needing to update their time on the back end - there are ways to get it updated, but it's clunky - multiple clicks through multiple areas isn't always transparent on method. We have clients with multiple properties and while the tool supports this model, we would love for it to track the equipment to each property so we're not having to manually look this information up. For us being in HVAC, we need a way to track the size of the air filter for a few of our customers that own hundreds/thousands of properties. Being able to tie equipment to property would be huge.
This software is not ready for work.
Comments: First I would begin saying that this software looks great on the demo presentation. But after you start working with it, you dive into a huge pile of issues. We have used this software for several months and the only thing that I can say is "waste of money" besides the monthly payments we have invested hundreds of hours in importing our company's data into the software and setting up the work structure. All along it was a bumpy ride. We started noticing "issues" that were critical for any company's workflow, but when spoke to their tech support, all those "issues" became "features". The tech support people said to me that they are coming out with a new system that had been completely rebuilt from the ground up. When asked when will this system become available, nobody knew. The fact of the matter is that if the software was good, why would they need to redesign it entirely? They know that the system is problematic, but refuse to admit that in public. If you are ready to spend alot of money and time, this could be a great adventure, but if you are looking for a real working field service management software for your business, look elsewhere. Good luck.
It looks like a perfect fit for our business model. We liked the option that the technician on the field can capture pre and post work signatures.
The technician mobile app does not have any way to work offline. The app is full of bugs and not functunal at all on the field. The online system is very cluttered to work with.
Service Fusion Response
6 years ago
Hi David: Thank You for your feedback. We are not without flaws and we definitely don't claim to accommodate every workflow, but we try very hard to make it work for everyone who decides to give us a shot. We wouldn't have over 1,000 paying customers with a "great demo" alone. I understand it's important to you, but offline support is a feature, not an issue. There were other things on your list that we simply didn't do. It wasn't a feature that was "broken". It just wasn't available. Our V2 features more than offline support. It has a built-in VoIP phone system, a CRM, email, progress invoicing & more. Everything our customers asked for. And it uses the latest tech available today, not two years ago. We rebuilt from the ground up because it has a completely different architecture. Phone manufacturers roll out new phones every year not because the last model was bad, but because the new model is better. I am sorry we couldn't be a great fit for you at this time. Max
There are a few functionality problems, but overall this product is fantastic for office life.
This software has multiple highlights, the organization of the jobs, the visual cleanliness, easy to navigate menus and just an all round good software for small/large/fortune 500 companies.
The parts where this software lacks is in the non-admin or front-end abilities. Front-end cant batch delete, or batch enter information. I wish there was like an excel import option to bring lists in. Also, one thing that bugs me is when I set the records count to anything other then the default 10 per page, it resets whenever the page has to reload. Its like there are no cookies for individual use, only the software as a whole. Any settings I had set change back as soon as the page has to reload. Id like to see some minor improvements on the utilities and advanced options for customization for the individual not just the software as a whole.
Service Fusion Response
6 years ago
Hi Brandon, Thanks for the review! The setting to set your default list sizes is in Company Preferences, so you can increase it up to 100 items per page if you'd like. But I do see your broader point though and will work with our dev team on a possible solution. Please feel free to send us any other feedback or ideas you may have. Virtually everything we produce is based on the feedback we receive from our customers. -Max
Beware of this Program!
Comments: Our experience with this company has been very poor. Our Company has been using Service Fusion for over a year. Please be aware that our experience with their customer support has been terrible. The program is buggy and Developers are slow to fix problems. You seldom hear back from them about the status of an issue. We have been unable to manage our inventory/books now for weeks because there are major bugs in that part of the program. The program is supposed to be integrated with Quick Books, but that has been a nightmare for us. We have been trying to get data to sync from Service Fusion to Quick Books for the past four months! No one returns our phone calls. We've even left messages for management and they won't respond to our phone calls. Customer support doesn't take responsibility for helping to find resolution to problems. If you value your business data, please think twice before you trust your information to this company!
General Interface is quite user friendly.
There are a lot of bugs in this software. The reporting is very limited and you can't get all of your data out of the system. Some of the reports are currently providing bad data and cannot be used. They are slow to fix issues and there is no customer service support.
Comments: Up until December 2022 and January 2023 it was a 5 star experience. If you plan to process credit card transactions, there is a possibility that you may be dissatisfied with that part of the platform. We are currently working through a solution or could consider finding another platform.
The program platform is very good to excellent for the HVAC industry, especially when we compared the platform more than 2 years ago to other platforms.
At the end of the 2022 fiscal year, Service Fusion changed its gateway process for credit card transactions and we are no longer allowed to use the credit card processing company we had used for several years. The research being asked by what is appears to be a 3rd party vendor is very comprehensive. Because we did not provide information, they held up an $8,000 transaction and shared they would not process payment to us either for 90+ days or until we provide information.
Promises of features... never came true & customer service down the drain!
Comments: Started well but now from scale of 1 to 10 they get ZERO.
Pros would have been the ease of managing customers in the field with management and staff and seeing all customers in an easy map layout! However, many of these features that were Supposed to be launched with their upgrade, was promised to us as early as March to April of 2020 and they NEVER came true!
Customer service has become non existent! Calling many times with no one returning calls. Getting hold of people and requesting to speak with supervisors and 2 weeks passes with No call backs! Features for a small field team are not very practical ans user friendly specially in the field. Has lots of bells and whistles that are not rrally used much and many features that were supposed to be launched to make the app more practical, never happened. We did really put lots of effort and tried to use this for on and off over a year, but it has been a total disappointment. Our industry is fire protecrion services. Will Not recommend this.
One major accounting flaw
One of the most feature-rich software platforms we came across in our vetting process. The ability to close-out a job, but leave a task open to do at a later time would have made this the best software we found. GPS tracking was nice in theory, but did not work correctly on iOS devices.
The software is unable to do 3rd party billing to more than one parent company. All other software we ran across was able to do this. During the sales process, the salesperson guaranteed us that their software had the ability to bill any 3rd party.. what he didn't say is that it permanently locks that account to a single parent.. and any changes affects any other open jobs with the same customer. 3 months of wasted time.
Service Fusion Response
5 years ago
Hi Jim, Thank You for the complimentary nature of your review and the 4-5 stars across the board; however, to help avoid confusion among prospective readers, I would like to clarify one important thing. What you referred to as an accounting flaw has actually nothing to do with accounting, per se. More specifically, it is WHO the invoice goes to versus HOW MUCH the invoice is for. While our parent > sub-customer logic is identical to that of QuickBooks, we do understand that your specific needs are a bit different. I apologize that this critical detail was missed or misunderstood in the sales process as well as earlier in your on-boarding process. As for being able to close out jobs while leaving tasks open, this can be very easily accomplished with the additional site visit feature. Thank You again and we look forward to possibly welcoming you back on board one day! Max @ Service Fusion
Very good value
Comments: Highly positive so far
Service Fusion has enabled to us to consolidate or integrate nearly all platforms previously used and we appreciate the ongoing efforts to improve functionality
We would like to see improvements made to inventory management. We like what's been built so far, but some type of reporting or dashboard that would provide a min/max report would be a life changer!
Service Fusion Response
8 months ago
Kim, we are so glad you are enjoying your experience with Service Fusion! We will be sure to forward your recommendation for inventory management improvements to the product department.
Great software with even better support!
Comments: Our garage door company was looking to digitize our work orders and streamline the invoicing process from our techs in the field back our our personnel in the office. Service Fusion definitely fits the bill - with tons of features and integration with Quickbooks. We do things differently than most businesses as well, so the level of customization Service Fusion has, has really help us make this a great fit. Some of the features we do not use at this time, but they have given us something to look at for the future in terms of running and tracking marketing campaigns, setting up customer portals, etc. Otherwise, we now run our day-to-day out of this platform and it makes tracking our jobs, billing them, and keeping up with our workers much, much easier, and nothing slips through the cracks. To be honest, the pricing seemed too good to be true compared to their competitors, as well as no additional fee for support - I went into this thinking Tech Support would be lacking - DEFINITELY NOT THE CASE. This is hands down the best support I have received on any purchase I have made. There is no limit to them helping you, and they are super friendly and accommodating. On top of it all, when we asked for things not in the software, they went above and beyond to work with developers to see if it was possible to iterate the software to help us further, and they have been just more than helpful in onboarding and helping us to understand everything about the software. Couldn't be happier!
Customization, easy of use, customer support.
I would like to be able to process payments through here without using one of your vendors.
Good Product, Great People, Excellent for your Business!
Comments: I have been using this product for close to a year now. Max and Aramis were extremely helpful with our conversion to using this product. The live tutorials, additional references, and tech support made learning the product quick and easy. The tech support with this company is second to none. In my experience they have continually worked to make their product better every chance they get. This is rare and is what prompted me to give them a review. My company is able to use this product for our construction/renovation projects, repair technicians, and the routes we have that are on routine maintenance. Templates, inventory management, and custom fields have made the difference from other software that we originally were considering. Hope to see route optimization in the future.
Ease of scheduling customers. Product pics in the app help our employees find the products they are invoicing quicker. Tech support staff are outstanding and will find an answer if they don't already know it.
Wish this software had route optimization since that is what all service based businesses need
Best One Out There
We have tried over 20 different CRM, and Field Service programs over the past year with various success. Service Fusion is by far the best product we have tried. We almost instantly fell in love with it. The admin staff boasts about how easy it is to use. The automated text message to clients indicating that you are on the way is brilliant. Our invoicing process is seamless now with the automated functions, and it syncs well with Quickbooks (a must for us). The product is outstanding, but so is the customer service.
A couple of areas that need improvement are:
- integration with google calendar
- options to push forms into clients file from other apps on android (maybe there is?)
- better CRM and Sales related functionality (I hear Q1 2017)
- easier set-up of zones for booking in specific areas
- in app distance measure for new client address from already scheduled jobs, or some sort of intuitive date selection (I know I'm asking a lot) Overall, you won't find a better scheduling, and field service app out there. I have tried so many and have often been left very disappointed. The price point is really good, the product works really well creating a better experience for our Customers.
Ease of use, price point, automated text to customer updates, excellent quickbooks sync, invoicing, billing options, layout, customer service,
Lacks google products integration, Limited Sales Pipeline, CRM Functionality,
Clean & organized way to dispatch and schedule appointments!
Comments: Very beneficial software for scheduling and dispatching. Have the ability to attach photos and or documents to certain jobs is very helpful. Service Fusion is an easy to navigate software and definitely helps prevent follow ups from falling through the cracks.
The ability to read clearly, and fill in extra notes and details needed for jobs we need to return to. As well as the ability to set reminders of appointments.
The fact that when going to a customers main page on Service Fusion it won't show if they have a past due balance. You have to go through a couple tabs to find out if they indeed owe money still.
I love how technicians are able to use the app to update disposition of work orders, leave pictures and notes - this is very helpful for the office. The platform is very easy to use.
This software offers a little less than some of the more popular programs but you definitely get the best value using this program.