User Reviews Overview
About Service Fusion
Service Fusion is an all-in-one, cloud-based field service management software. It caters to service contractors and businesses of all sizes across multiple industries. Service Fusion offers field service management, VoIP phone...
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- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
If you have a sales team that is mobile and on the road this is an incredible platform.
Pros
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.
Cons
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.
- Industry: Construction
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Amazing product!
Pros
Switching to Service Fusion has been the best thing we've done in a while software wise. The ease of use has been invaluable for my technicians. The office side is easy enough, and makes customer service agreement management easier than any other product we've used.
Cons
I would like to see more options available on an estimate, as well as being able to convert more than 1 option into the same job/invoice automatically if chosen. The options themselves need to have an "Option Description" section, so that clients can have detailed notes of what the different options mean.
Alternatives Considered
Houzz ProReasons for Choosing Service Fusion
Cost - Ease of Use - ServiceTitan also had too many updates that were hard to keep up with. Service Fusion does updates once a month, at the beginning of the month, and isn't continually overhauling the whole product which makes it so much easier to use.Switched From
ServiceTitanResponse from Service Fusion
Thank you for sharing your experience with Service Fusion! We are always happy to learn about our software helping businesses run smoother.
- Industry: Electrical/Electronic Manufacturing
- Company size: 2–10 Employees
- Used Weekly for 1-5 months
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Review Source
The good, the bad, and the ugly
At first we were excited about the new platform, but after four months of paying for our current platform (Jobber) and Service Fusion and not being able to implement it, the shine is wearing off. The breaking point came yesterday when we discovered much to our chagrin that the job history could not be migrated. We're talking 8 plus years of photos, job notes, everything. We understood from the first meeting that this would be taken care of and during all these months of setup, we come to find out that won't be happening unless we do it ourselves manually. We don't have the time or resources for that kind of thing and at $833 a month after exchange, I would think this should have been done for us. Even their website states the following:
As we start importing in the types of data (customers, equipment, job history), we will reach out to you at the end of each day and let you know the imports that have been completed. If you have any questions or concerns, feel free to reach out to us, we will work with you to make any adjustments you see fit.
Between this and other issues we've run across - such as clients with multiple properties not being migrated correctly (one property management company had 62 clients and only 1 was shown and no job history) it's been disappointing. Rather than throw good money after bad, we're pulling the plug. We've spent a lot of time working on getting it set up but can't continue investing time and money into a program that doesn't deliver what its own website states it does.
I've emailed customer service and our onboarding specialist, who by the way was professional and kind, but I have yet to hear back from anyone. I'm really surprised by this and disappointed. Even last week when they charged our card for $2500 with zero explanation (I can only assume it's for the next three months) and I emailed them asking about it - radio silence. Really disappointing customer service and trying to cancel is turning out to be incredibly difficult! Even more disappointing that they have no way to migrate job history and it took us four months and so far about 4k to find out.
Pros
I love that they have a phone system that works over the internet, loads of additional features such as inventory tracking, capturing photos directly into the platform and the ability to have clients sign forms right in the field.
Cons
Difficulty in implementation, the speed of moving everything from our original CRM to the new platform. On month four and it's still not completed, so we haven't yet been able to make the move to the new platform.
Top Service Fusion Alternatives
- Industry: Utilities
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Does What We Need it to Do
Overall it's great, especially for what we pay. Compared to our old system, SF finally helped us catch up with the times. Support mostly calls back seconds from me submitting a callback request. The onboarding was very strenuous for me, but after expressing we needed more help than initially given, they stepped up and helped us further with the process.
Pros
I like the dispatch page & the affordability of the product to generate quite a good software & customer database. The non per-user fee is what sold us. For what we pay it's a great product.
Cons
There seems to be a lot of little kinks to work out. There are little limitations here and there. We were sold there would be an offline version of the app coming out 4 years ago and have not seen that yet. There are glitches in the system, but nothing so great that it ruins my day or makes me want to unsubscribe.
Reasons for Choosing Service Fusion
Upgrade in technology/dispatching systemsReasons for Switching to Service Fusion
Bang for your buck. Non per-user fees. Lots of options to make SF how you want it to run specific for your business.Response from Service Fusion
Thank you for taking the time to leave us feedback!
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Automation is KEY!
Overall, we are so happy to have software that will grow with us. In the past, we outgrew software in a matter of months.
Pros
Service Fusion has so many options that you can create; the setup is robust but worth it. Automation is key to taking care of our clients.
Cons
There are a few limitations, but the support makes it worth sticking with.
Alternatives Considered
ServiceWorksReasons for Choosing Service Fusion
It was very limited, and we needed more options.Switched From
JobberReasons for Switching to Service Fusion
I liked the options better than the other company.- Industry: Electrical/Electronic Manufacturing
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Good system for the early-growth contractor
Not full-featured. Customer support was not very responsive.
Pros
Easy to set-up, maintain and use. Good basic system overall.
Cons
Not full-featured. Customer support was not very responsive.
- Industry: Consumer Goods
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
A great asset for you company.
Overall, everything has been great. Technical support is always available. Open a ticket usually only lasts a couple of days for repair. I would recommend another company looking for resource management.
Pros
My favorite part about using Service Fusion is the ability to dispatch zones and to be able to tag our customers for future reference.
Cons
My least favorite thing about Service Fusion is that there’s just not enough time to capture all it can do for us.
Alternatives Considered
Titan GPSReasons for Choosing Service Fusion
Needed scheduling and dispatching featuresSwitched From
Act!Reasons for Switching to Service Fusion
Ultimately, it was the decision of upper managementResponse from Service Fusion
Thank you for your review! We are so glad to hear Service Fusion has been a great asset for your company.
- Industry: Construction
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Best CRM we've used to date.
Service Fusion has so far been a fantastic product. Being able to call customer support and talk to a real person is fantastic. They are frequently rolling out new features that make the value even better and the pricing is superior to other similar CRMs. We don't see a reason to make a change anytime soon.
Pros
The price for the functionality was the thing that sold us. Having a CRM that did all of the things we needed it to PLUS had automated messaging to the customers was critical and Service Fusion has that functionality.
Cons
There are some things that we would like to have more customizable but we have found work arounds. The payment processor they use isn't the greatest, but it works. The mobile app is ok but doesn't work well without a good internet connection.
Reasons for Choosing Service Fusion
The functionality of having separate software was causing chokepoints in out operations.Reasons for Switching to Service Fusion
Pricing and functionality was superior. The automated messaging was crucial.Response from Service Fusion
We are so glad to hear you are seeing the value in your investment with Service Fusion!
- Industry: Accounting
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Need a lot of work
I like that you have training videos but sometimes its a lot easier to go to the point and help out with a human. Am not going to lie it makes your job easier once you learn how to use it. I wish that you guys had a different ways (apps) to use it on the go for the phone system.
Pros
Simple if you know how to organized your team.
Cons
Service call a.i. needs a lot of work for a new set up and to many missed calls as customer service told me that if i didn't like head sets that i was still on time to switch back. As i was having a hard time to fix the settings. You guys need to find a different way to train someone on this new system. Also have customer service available on Easter time as they all start at Pacific time and we have to wait 3 hours to get someone to help you early.
Response from Service Fusion
We are sorry to hear you are not loving your experience with Service Fusion. Our Support Team extended their hours at the beginning of the year and are available from 7am - 7pm ET. Please contact them with any of your concerns and they will be happy to address them with you!
- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
ONE YEAR REVIEW
IT HAS BEEN SO SO TO THIS POINT, TIME WILL TELL
Pros
WE WENT FROM PEN AND PAPER AND USING AN OUTDATED SOFTWARE SO MOST THINGS ARE BETTER
Cons
WHEN BUGS ARE FOUND IT TAKES A LONG TIME TO HAVE THEM CORRECTED. FEATURES BEING ADDED ARE VERY LIMITED, IT ALSO APPEARS THAT THE DEVELOPERS DO NOT TAKE THE RECOMENDATIONS OF WHAT IS SUGGESTED
Reasons for Choosing Service Fusion
OUT DATED SOFTWARE, DID NOT HAVE ESTIMATING FEATURE TO SHOW HISTORY OF BOTH ESTIMATES AND SERVICE CALLSReasons for Switching to Service Fusion
COST WAS THE MAIN CHOICE AS SERVICE FUSION WAS SIGNIFICANTYLY LESS EXPENSIVE. WE LOOKED AT OVER 200 DIFFERENT SOFTWARES BEFORE WE CHOOSE SERVICE FUSIONResponse from Service Fusion
We appreciate your feedback. We are working everyday to make the software better. We have some very exciting enhancements planned on our roadmap and we can't wait to release them to you soon!
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Service Fusion
When contacting support, they reply back with information that is in their knowledge base. It is not helpful. I have waited days and no one calls you. They are not very customer friendly.
Pros
Creating jobs and estimates is very easy.
Cons
Does not track maintenance agreements. You can enter the agreement into the customers account, however it will not keep track of visits that were used or need to be completed.
Response from Service Fusion
We appreciate your feedback. This information will be passed along to our product and development team as well as the support team.
- Industry: Environmental Services
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Interested in your money not your loyalty as a customer.
I asked very specific questions during the demo. I knew exactly what I needed and wanted in a software. I was told that their system syncs with chart of accounts in Quickbooks Online. It does not. They will not issue a refund even though I was told that their cost codes would sync with our accounts in Quickbooks. I specifically asked that question because I knew it was a deal breaker for us. I was assured that it synced easily. They do not offer a free trial and do not offer you a refund even when their sales reps lie. They also took several weeks to cancel my account after emailing and calling. I know the price seems good, but you get what you pay for.
Pros
Scheduling and Project management. It had a lot of potential. I would have rated this much higher if the company had honest practices.
Cons
Syncs to only one income account in Quickbooks. If you have more than one income account, your cost codes will not sync over. Although they told me everything syncs over in their sales pitch.
Response from Service Fusion
Thank you so much for your feedback. We will work with our sales team to be sure accurate information is always being shared.
- Industry: Construction
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Job Dispatch - Lifesaver!
It's pretty good, but I don't consider this software to be as user-friendly as we wished it was.
Pros
We no longer need to have the guys drive to our out-of-the way shop to pick up and drop off work orders. Saves us work time and fuel costs - huge!
Cons
Not happy with the fact that I can't edit work order templates without paying for more subscription. That should be a standard feature that any customer can see what they want to see on their work orders when they print them.
Response from Service Fusion
Jeanette, thank you for the feedback! We are actively working to make the software more user-friendly. We hope you see our enhancements soon!
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Review of service fusion on my IT company
So far the fact that we can use the platform freely is very good we can use better reporting tools which at this time are very limited but in general the integration with the platform works pretty well
Pros
How like how we are able to manage the entire sales cycle.
Cons
We have need to integrate with other platforms the service fusion is very limited and cannot play with others So we can complement on better by adding more features. Reports are limited and complicated to use.
Response from Service Fusion
Thank you for leaving Service Fusion a review! We will begin working internally to improve reporting capabilities soon. We can't wait to release it to you!
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
My Experience
After working with Service Fusion for 2+ years I understand that I have more to learn from it, but it sure makes certain aspects of my job easier.
Pros
Outstanding customer service. Every time I have had an issue/problem, the support has been exceptional and the problem was resolved.
Cons
The accounting side can be a little confusing especially for a novice with that side of the business.
Response from Service Fusion
Our Support Team works hard to deliver best in class support to our customers. Thank you so much for the kind review.
- Industry: Food & Beverages
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Field Service Management
Pros
When I first found Service Fusion, it had everything I was looking for in a field service management software. It allows me to manage work orders and keep track of our day-to-day schedule of jobs. Inventory management was a huge plus now that I can manage inventory across all our vehicles. Simplicity is what I was looking for and that is what I found in this software.
Cons
My only complaint with Service Fusion is the reporting. Although you can customize your report with the information you may need, I don't find that it is easy to do and I cam not able to format the report to my liking. Customized reports with only the information I want would be great. Looking forward to more improvements on this side.
Response from Service Fusion
Thank you for taking the time to leave a review! We are currently working on improving our reporting module. Stay tuned!
- Industry: Restaurants
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
From Service CEO to Service Fusion
Pros
User friendly interface, ability to use on mobile device.
Cons
limited customizations on some features. limited ability to create specific reports for example, Can not export statements like on other platforms. Can not take payments for multiples locations at the same time if they are separate accounts.
Response from Service Fusion
Thank you for your feedback! We are currently working on improving the reporting module. We hope it solves your issues!
- Industry: Management Consulting
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Good App to use for Service Techs
It has been good. Anytime I call everyone has been very helpful.
Pros
We can communicate with our techs that are in the field.
Cons
It does not work well with quickbooks. Some of the invoicing needs to be different.
Response from Service Fusion
Thank you for the review!
- Industry: Industrial Automation
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Service Fusion
Pros
Ease of use
mobile interface
calendar
scheduling
tech notifications
Cons
search engine in desktop
issues with job numbering
Response from Service Fusion
Thanks for leaving us a review!
- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Don't try this for real estate!
We will never use or recommend this service. If their sales force can not be honest upfront and the administration will not prorate funds to try the service to find out it won't work, you'll just waste time and money on this system.
Pros
The people were friendly, but they will tell you something will work when it won't.
Cons
We signed up because their sales people told us that their system would work for what we needed. After we signed up and paid the money, we worked diligently with the system only to find out that it would NOT work for what we need. They essentially lied in the beginning, and in the end would not prorate any funds paid. It was a big waste of time and money.
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Reliable software that does what they say it will...
I am really happy with Service Fusion. It does what they say it will. It's reliable.
Pros
I am very happy with Service Fusion. We have found that the software performs in the way it was presented to us. I like that it integrates with QuickBooks. It is going to enable us to fully implement going paperless this year. Like any software, there is a learning curve, and it has some limitations but when you call tech support they are helpful and usually resolve or explain my issue. There are lots of report options that have reliable data. The integration to QuickBooks actually works. I think the paperless is actually appealing to customers in the estimate process and easy for them to view and accept quotes.
Cons
There are some quirks with the QuickBooks integration that would have been helpful to understand better before we transferred our data/customers into Service Fusion. I think some of the issues we've experienced, we wouldn't have had we not been working with existing customers and database. I would have been willing to pay to have had Service Fusion help more with our database and making it better to communicate within the two softwares. Our main issue we encountered was that parent/sub accounts from QB came over with all the same name and addresses. Also, our customers in QB had customer numbers in front of their names, and its an ongoing issue with the integration tool not being able to differentiate between customer numbers and job numbers. In general the integration tool seems to skew our list data in QB and we frequently have to rebuild our data and correct things. I don't consider this a Service Fusion issue, however, when we encountered it Service Fusion was able to explain it and I just wish they could have educated us on this from the get go and we could have tried to edit our database or something. If Service Fusion would have offered to help with this for a fee, I would have paid it. I wish: when you were editing a work order, to make it into a invoice, that the PO's against it stayed viewable. there were not so many clicks to invoice a call and then print it. I think in total its like 4-5 clicks/multiple new pages. PO & product catalog communicated.
Response from Service Fusion
We are so happy to hear Service Fusion will enable your business to go fully paperless this year! Service Fusion is currently working to increase our prowess and expertise on Quickbooks to make this process seamless. We hope to have better support resources soon to help you and customers with cases like yours.
- Industry: Construction
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Easy to use, and Optimal Customer Service
I just started using Service fusion 8 months ago, at first I was scared I would mess up the whole process of customers and scheduling my technicians. But Service Fusion has proven over and over again their product is easy to use, implement, and there really isn't much that you can't "undo" if you make a mistake. If I can't figure out how to do something all I have to do is contact customer service and they walk me through step by step!
Pros
The easy of use for this product is amazing! If I think there might be a better way to do a task, I can always reach out to Customer care and they are fabulous in trouble shooting my ideas.
Cons
The only drawback is when there are more than on tech on a job, the real time data is not available on the calendar home page.
Alternatives Considered
Housecall ProReasons for Switching to Service Fusion
The ease of use and the costResponse from Service Fusion
Your feedback is valued! Thank you for taking time to leave us a review.
- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Honest opinion
I have enjoyed the product it has keep me organized
Pros
I like that it helps me stay efficient and organized
Cons
I can't think of anything right now but when I do I'll reach out to you again.
Response from Service Fusion
Thank you for taking time to leave us a review! Please feel free to reach out to our support team if you ever come across any questions or concerns.
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
A Mostly Good Program
Mostly, this program is wonderful. The only complaint I have is the interface with our accounting software.
Pros
Service Fusion is super easy to implement and use. The features, i.e. Dispatching, going from estimate to work order to invoicing is seamless.
Cons
We have to use this with Quickbooks Online. Some of the invoices do not go autimatically over to Quickbooks. If there is any "line item - imputed" the invoice will not go to Quickbooks at all. If there is a discount applied, it will not go to Quickbooks. This is honestly the only problem we have had with the program.
Response from Service Fusion
Thank you for your honest review. Please contact support about your issues with Quickbooks. They will be more than willing to take a look at what you are experiencing.
- Industry: Environmental Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Amazing Software !!
Wonderful ! Couldn't do my job without it .
Pros
It is very simple to use . It keeps up with all my Invoices and Estimates . I can change and delete anything needed or not needed . I have yet to have this system fail on me . Great way to keep track of everything.
Cons
That it doesn't allow you to click back to where you were it takes you completely back to the job board.
Response from Service Fusion
We are so glad to hear Service Fusion is helping to make your business run more efficiently. Thank you for the review!