Who Uses This Software?

Leading retail, restaurant, convenience & grocery store brands. Specific functions: Facilities Management, Building Mgt., Real Estate, Operations, Finance & Banking, Healthcare, Logistics, Government


Average Ratings

54 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • ServiceChannel
  • servicechannel.info/
  • Founded 1999
  • United States

About ServiceChannel

ServiceChannel provides work order management software for facilities managers to manage and track repair & maintenance work across their enterprise. By providing a real-time, web and mobile-based view of all service data, facilities management can drive significant ROI without outsourcing or investing in new infrastructure. Over 450 leading global brands use ServiceChannel daily to conduct business with 50,000+ contractors at 220,000+ locations in 76 countries.


ServiceChannel Features

  • Contract Management
  • Customer Database
  • Dispatch Management
  • Inventory Control
  • Job Management
  • Preventive Maintenance
  • Quotes / Estimates
  • Recurring Appointments
  • Routing
  • Scheduling
  • Task Management

ServiceChannel Reviews Recently Reviewed!

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

Oct 10, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: This was implemented by a large customer of ours to assist with handling invoicing. We have since been able to expedite and work through our payments and invoicing more efficiently than before.

Cons: Wish that searching for existing Work Orders was easier or partial/filtered searches would be nice. Beyond that the flexibility and information provided with each Work Order is helpful.

Overall: Easy to use and will help to make any team more efficient and organized for all invoicing and work order needed. Definitely helped my team with organization and reminders.

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

Oct 05, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: As a Facilities Manager, high value is placed on ease of use for the field and its versatility. Our staff uses Service Channel for multiple store issues. Repair and Maintenance, Loss Prevention issues including alarm issues and requests for a variety of 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 user friendly, you don't need to be 'techy' to understand it. Creating new service request are made simple by the use of drop down boxes which are self explanatory and the system just leads 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 a number of upgrades of late, which in itself is good, but often causes the system to run slow... there are new 'bugs' that develop as a result of upgrades which do eventually get resolved.

E2fbae38e520280e43983502a2e86686

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

Oct 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Service Channel was our mode of communicating all site level service/maintenance needs for 2 years until we switched to a different service. From an end user experience, SC allowed a great deal of customization in pulling reports, had a mobile app (that actually worked even better than the parent web based app) and was very functional for daily use in regards to submitting tickets.

Cons: The back end of SC, however, was much more difficult to manage and integrate into a large company. We ultimately switched to software we were already utilizing for other purposes that had service ticket abilities.

Absolutely the best FM product on the market

Mar 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Their very developer friendly API makes it very easy for us to move data from ServiceChannel to our application.

Cons: We have not experienced any problems with ServiceChannel thus far, all of the API's are well documented and their support engineers are readily accessible.

Best in Class

Mar 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Of all of the Platforms available for the Retail and Restaurant Industries, Service Channel is the easiest to use and provides the greatest transparency. Integrations with your current systems take time and planning to get it right, like with any roll-out; but once in place, Service Channel stands out because hours of training and webinars are not needed for users. Basic use of the system is pretty intuitive. We highly recommend Service Channel both to Clients and Contractors!

Service Channel

Mar 30, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The transparency that this software provides is one of its best features.

Overall: Service Channel makes it much easier to monitor, track and analyze our repair/maintenance requests. It keeps all the information regarding a work order in place with transparency to all concerned parties. The system allows for a cradle to grave process for work orders, from the generation of the request, through completion, invoicing and payment.

The system is user friendly and keeps information, both current and historical at your fingertips. Many of the features can be self-managed, allowing for changes and updates as the department changes and grows.

Not sure what this mean?

Mar 27, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: Overall great system. Wish it had:
1. Better reporting tool
2. More options on the "Clients" tab in the Fixxbook - such as deactivate a customer or option to refuse customer terms.
3. Modernize the layout - make it easy to read.

Great software, features, and network!

Mar 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use. Reporting.

Cons: Lack of easy access to advanced training for people within our organization without much coordination.

Overall: Service channel is fantastic. One of the most stand out features to me has been working directly with their programming team to both suggest improvements and custom spec files so the system works well with our other in house systems. They've got the best reporting capabilities of any similar platform I have seen and a huge network of vendors. They have helped is lower our overall r and m costs as a company.

MJL ServiceChannel Reveiw

Mar 27, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The service Channel platform has certainly enabled me to do "More with Less" and be more efficient in serving the facilities management needs of stores. Serves as excellent one stop spot to monitor all that is going on within entire store portfolio. In addition, reporting and analytics features have allowed for more accurate planning and budgeting. Great tool...Excellent support!

User Friendly

Mar 24, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use for the facilities team and for the store team.

Cons: I don't care for the new invoice layout.

Overall: Over the past 7 years I've been with Tumi, Service Channel has expanded and refined the website and functionality within. On the front end it is a fool proof, easy to use site that requires little to no skill...there is value in that alone, especially when there are all levels of staff using the system. We have also recently expanded Service Channels use within our company with much success. From a managerial standpoint it has been a tool I could not do without.

Service Channel Use

Mar 24, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Service Channel provides an easy to use format to support both stores placing work orders, corporate to review and dispatch and also for vendors to work their end. Provides history to review when needed. As long as all use as intended, valuable tool for expense tracking also.

Easy experience for stores

Mar 24, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use once it is set up.

Cons: Changes to issue lists, trades, and providers can be confusing for someone that does not need to make updates regularly.

Overall: What we like most about the system is how easy it is for the stores to use and submit issues. It is important since there are often a lot of employees and not all of them can be trained specifically.

Recommendations to other buyers: Account reps and help desk have always been very helpful.

Best CMMS Platform out there!

Mar 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intuitive. Complete. Easy.

Cons: Provides a ton of information. More than we know what to do with.

Overall: We've been using Service Channel for five years now and I don't know how we'd get along without it! It's a very intuitive program and gives us more data in more ways than we could think of on our on.

Consistency and Transparency - A Very Strong System System with a Few Opportunities

Dec 19, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: I can absolutely not imagine managing our 175 restaurants well without Service Channel. Our company is comprised of several acquisitions' worth of franchisees and SC was such an important tool, helping us gain consistency in how our locations are managed.

Pros: Transparency and Consistency: Everything is transparent; when dispatches were created, who created them, what contractor was dispatched, when the tech was on site if there was a proposal, who approved it, when we were invoiced, who approved it, when the invoice was paid, etc. How one location is managed is how all locations are managed. Accountability at all levels, for all things: There's never any doubt about what happened when it happened. Proposal Approvals: Our initial big win with Service Channel was its proposal approval process. Prior to Service Channel, our system of proposal approvals amounted to an excel spreadsheet and a chain of emails that was very hard to manage and impossible to track. Now it clear and consistent and easy to review. Asset Tracking: We have heavily used the asset tracking abilities of Service Channel for the past 2 years. It's now coming to fruition the results of our effort, having the ability to look at any given piece of equipment and see its make/model/serial information and know how many repairs were made over the past year so we can make the best decisions on whether to repair or replace it. Preventative Maintenance: We have ultimate consistency in our PM program knowing when dispatches go out, who they go to, and exactly what the scope of work is that we send. Flexibility: The system is incredibly flexible, not a one size fits all system at all. You can be as creative as possible in its use, tailoring it to your organization's specific needs. Contractor Compliance: Service Channel has helped our accounting team gain consistency in knowing when certificates of insurance are out of date System Reporting: It's incredibly powerful. What do you want to know-- average invoice amounts per trade? what contractor are performing well? what are your top 10 most frequently repaired assets? You name it-- you can report on it. Fluid Accounting Processes: Invoices flow from SC into our Accounting software (with integration) after approval from the field. SC has helped keep our accounting department lean and mean. SC is a widely used, well-developed system -- one of the biggest and best. They're constantly improving.

Cons: Contractor Engagement: Ultimately contractors have to choose to engage and participate in Service Channel and smaller contractors can offer a challenge in their participation. I feel like, if there was one thing I'd improve about the system, I wish it was easier for the contractors to work through their onboarding. The better the contractor experience, the easier for them to navigate, the more contractors that will want to work inside of the system. Without contractor buy-in, the system loses its power. Pay per feature: While SC does have a very strong base feature set, to upgrade and use certain other features, will cost an additional, small, per-site fee. You will run into little programming flaws from time to time and have to report them when they pop up, for correction. Because of the volume of clients that SC has and the fact they have to prioritize improvements, sometimes it takes longer for the correction than one might like.

Recommendations to other buyers: Be prepared to manage the system; it is not a set it and forget it type of a situation. It will require active management by your organization as long as you have the system, but it is well worth the investment of resources. Also, buy-in on the program from the top levels of your management (before implementation) is critical, otherwise, it will be tough to push it uphill and gain support after-the-fact. Consistency in training is a very important aspect in keeping users in the field properly informed on how to use the system well. With manager turn-over, it's easy to let it gradually slip, but don't do it! Whether you use Service Channels training resources or develop your own, keep steady opportunities available for newer managers to learn about how to use the system well. Have a 2 year vision before you begin. It does take time for the system to become a part of your company's culture, to wholly be accepted and used. It is worth the journey. When you're on the other side you'll have an indispensable tool.

My review.

Nov 18, 2016
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Good product - I think the best on the market for facilities maintenance. It is easy for most users on the customer side. Service providers are learning and adapting well, but their systems should be integrated with ServiceChannel (no double entry) and they should have access to more of the reports that their customers use (e.g. an expanded Contractor ScoreCard, etc.). Customizing reports in Analytics is not always 100% successful and we usually need SC support to finish them for us. The user group meetings and advisory board are very beneficial, and it is always encouraging that customer feedback is acted on. All in all, I would (and do) recommend the product to others.

Coordinator

Nov 10, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Comments: it is easy to use, fast and convenience for users. Great tool for invoicing and reports. SC team is always ready to help.

Pros: good method of communication

Cons: always have problem uploading or loading in the system.

Recommendations to other buyers: best tool for facilities industry

Organization of Open & In Progress Calls

Nov 08, 2016
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Comments: The organization of open and in progress calls is difficult to sort through once a large number of calls are open. If there was a SEARCH BAR option that enabled you to filter and pull up calls based off of the Store Number, Problem Code, Date it was Opened, etc.- it would be much easier and more efficient to navigate through a large inbox. Searching through dozens of pages for one open call gets to be unnecessarily tedious and time consuming. Additionally, if there was a way to group In Progress calls so that they are not still listed with Opened calls would help to further organize and make navigation easier. The option to create 'Folders' where you can group similar problem codes or needs would help to make the use of this software easier and more enjoyable.

Cons: Lack of available options to establish and maintain organization.

Great asset for multi unit Facilities Managers

Nov 07, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: I have implemented and used Service Channel with two different companies and it has been a huge success at both companies. The progress of enhanced features meets or exceeds my expectation almost every time.

Pros: Progessive thinking and always enhancing the functionality

Recommendations to other buyers: Talk to other companies that have rolled this out and especially companies that are super users of the product.

Ferguson

Nov 07, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Overall SC has automated our entire R & M process at the local Branch level. Other than the behavioral change challenges (old legacy process vs. SC) we're very please with the results and SC has been a huge WIN!

Pros: Automated process, Risk Compliance, visibility / analytic data, reporting features and ease of use.

Cons: Contractor on-boarding challenges using Contractor Support and IVR check-in seems to be the two things that our Contractors dislike.

Recommendations to other buyers: SC's Account Management and Client support is excellent! Once you shop other solutions you will find that SC is the best software on the market currently.

One Stop Shop

Nov 07, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Service Channel has helped tremendously with my business. Since i am the only person in Facilities i am able to provide my executives with information when needed as well as manage all work orders from start to finish as well as manage my budget

Pros: Everything having to do with the life of a work order is in one place.

Recommendations to other buyers: What i have found is that other software products may have portions of Service Channel but none have the complete package and have the ability to custom the system the way Service Channel allows

Nikki's Review

Nov 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Service Channel is a much easier and better system than Facility Source which is who DSW used previously. Our account Rep is amazing. She doesn't bother us with unnecessary conference calls or emails and she is always there is help us when we do need her assistance. She is very knowledgeable and isn't afraid to tell us she doesn't have an answer and will get back to us. My personal experience with Service Channel and mostly positive.

Pros: I am able to update users, add stores, change vendors, change status's etc. I was never able to do that previously and had to rely on our account manager at Facility Source.

Cons: I don't think the Asset Manager Tool is very user friendly. I also have had a few bad experiences with the call center folks not being knowledgeable on how to handle a ticket. There has also been a few times we have had a language barrier.

Recommendations to other buyers: I would recommend it to any Retailer.

North American Retail Maintenance Manager

Nov 04, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Comments: Positive experience, Yet, I think you need to promote the gps mobile app and the mobile app in general more vigorously, So we can have more service providers using this. Thank you.

Pros: Reports

Cons: Drop downs in Categories is redunandant

My review

Nov 04, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Service Channel is very easy to use. Just slow sometimes

Service Channel as Maintenance data base

Nov 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Comments: Service Channel seems quite functional to do what we need. The real time aspect of all portions of it is positive.

Pros: Real Time, all history is together in one place, reports can be pulled for whatever location, trade or time period you need.

Cons: GPS. Have vendors who tell me their techs do not like it as it does not work.

Recommendations to other buyers: This platform seems the best of any web based program.

Service Channel review

Nov 04, 2016
3/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Comments: I have worked on Service Channel for more than 4 years and we have 172 locations that are effectively managed via Service Channel

Pros: The system is easy to use and works well and it has a lot of added features

Cons: Getting new vendors listed on the Fixxbook section is a nightmare and it will take several emails back and forth with the vendor and Fixxbooks support. I have some vendors who just gave up and we had to find someone else, very frustrating !!!!! The forms are really spread out so you are constantly scrolling up and down on the form, the forms should be simplified and condensed so they all fit on the screen.

Recommendations to other buyers: This product has a lot of great features and it works well, but the real question is "do you really need all the added features". The product has become very expensive and if you don't need all the added features then explore other similar product that cost a lot less.

Cookies

Nov 04, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I can navigate throughout most of the site, until I use "locations". At times, I receive the annoying "not authorized" notification! Why this link and not others?????

Pros: I find it good to work with for what I need.

Cons: I find it very painful to look up approved proposals to review for warrantee information or track installations that were approved through Service Channel. I was force fed to use this!

service channel review

Nov 03, 2016
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Comments: The system can be very finicky. If using the system on a shallow level, functionality is great, expectations - I'm sure, are met. However at depth our team uses it, I come across bugs and missed expectations of its functionality.

Pros: Attainable data and notes section for audit trail

Cons: There is alot of maintenance involved, if we want correct accurate data. Mot SP's are not 100% fully engaged which requires more effort on my part to coach or even do their job.

Recommendations to other buyers: If you want a detailed issue list with all the bells and whistles (asset module and PM module), be prepared to dedicate more of your time maintaining it. (If you are a growing company).

Eric Korth Facilities Retail Manager for Cole Haan

Nov 03, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: This product is top notch. I've used other work order platforms in the past and this is the easiest and most effective system. I would recommend this to anyone who is looking to switch platforms. The communication is seamless and the customer support is one on one with the same live person every time.

Pros: Two pros really stand out. Seamless communication between CH and our vendors. Ease of use.

Cons: There appears to be twitches from time to time. I'll punch in a task # and it will come up invalid. I then punch in the task # again and it retrieves the task. This happens 10-20 times a day.

Recommendations to other buyers: Ask your peers about this platform and get their advice. Ask any of your vendors and most will tell you "were on SC." I really believe this system sells it self due to ease of use and the vast amount of vendors already working on it.

Success

Oct 07, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We utilized this product to support 400 stores across the country. The role out was a "sunami", which was on purpose. We trained all stakeholders and endusers, prior to the implementation. At certain points in the rollout, we requested changes to the functionality, which required some customization. ServiceChanel was very accommodating.

Pros: user friendly.

Recommendations to other buyers: Take a look at this solution from a price and quality perspective.

Service channel Review

Sep 06, 2016
4/5
Overall
3.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The software is very intuitive. Not overly complicated.

Cons: Support center is outsourced and is difficult to get resolution quickly.

Recommendations to other buyers: If you are a quick teach and self learning this software has what you need and possibly more.

ONe Stop Shopping

Dec 18, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Service Channel has been a lifesaver for the past 11 plus years i have been using it. I have watched it grow into the system it is today

Vendor Response

by ServiceChannel on December 18, 2015

Thank you for your kind words - we hope to keep growing to support all your service automation needs for your facility!

You need to work on quotes, reporting, and integrations

Dec 16, 2015
4/5
Overall
5 / 5
Ease of Use
2 / 5
Customer Support

Comments: ServiceChannel has been a great software for us to use. Its easy to navigate through the site, to check in/out, and to invoice. Creating our profile has been easy as well and I feel like we are able to be seen by customers in our areas for the trades that we handle.

I have concerns around your reporting KPIs. I myself found an issue with your system messing up the different time zones and we were getting dinged for not accepting work orders in a timely manner, when we were.
I have also reached out several times to the customer service team to ask questions about how the data is calcuated, for example, if a work order goes to quote rather than completed, are we graded negatively? Because that doesnt seem fair that I found a bad compressor rather than a contactor.

Your quoting system is easy to use but its not robust enough. I should be able to add multiple lines for equipment and different kinds of repairs and have the quote segmented that way, rather than having to build individual quotes for each option.

And lastly, is integration. The process should be MUCH less expensive and far more robust. With the technology age, there should be nothing I cant integrate with in one way or another.

Vendor Response

by ServiceChannel on December 24, 2015

We appreciate the positive review and constructive feedback. We value our service provider partners and are committed to provide leading solutions for contractors/suppliers in our industry. We invite your company to join our Regional Service Provider Committee to discuss how to improve the experience. In response: TIMEZONES issues were recently brought to our attention & corrected. The KPIs accurately reflect and account for time zones domestic and global. SCORECARD is intended to provide transparency and factual information of performance for both service provider and client. Service requests that require a proposal/quote will affect the FIRST time completion KPI only. This KPI was designed with this in mind & will rarely be 100%. QUTOES:Changes are being made to the Proposal/Quote tool to allow you to itemize materials/info to be added/propagated to Invoice. INTEGRATION:Monthly fee is industry standard, eliminates system redundancy & is proven to be very cost effective.

Intuitive and User Friendly!

Jun 19, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: ServiceChannel is a great product that can really help streamline the services experience for both the client and the vendor. The amount of visibility and organization it provides is incredibly helpful. Additionally, the ServiceChannel team is extremely customer focused and continuously works to improve their product for all parties involved!

Vendor Response

by ServiceChannel on June 19, 2015

Thank you for writing a review on ServiceChannel. We appreciate your business.

The Value ServiceChannel Has Brought to Our Company

May 13, 2015
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: The product is very affordable and provides a broad array of useful tools (e.g. work orders, RFPs, invoicing, vendor management, analytics, etc.). The user interface is very intuitive and easy to use. ServiceChannel is very customer-focused vendor who is continuously working with clients to improve the product suite.

Cons: I have a difficult time coming up with an answer for this question. Any product and vendor can be improved (capabilities, service, etc.). However, ServiceChannel is the best vendor I have seen in its efforts to address customer needs, be proactive in technology to surpass customer expectations, continuously improving their products, and delivering on its promises.

Recommendations to other buyers: Take a look at the ServiceChannel user community (your peer group) and seek them out for recommendations. Since its inception, I'm not aware of a single company churning away from ServiceChannel once they've onboarded the platform. ServiceChannel's suite of services of a tremendous value for the capabilities it will empower you with.

Multi Site Facilities Management Technology - Best in Class

Apr 23, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: Complete solution that is easy to use for Facilities Managers who have responsibility for multiple sites and equally intuitive for their Service Providers.

Cons: The product is very stable but does require some pre-work to set it up to the end user's requirements, the training tools have been been refined recently to make this more seamless.

Recommendations to other buyers: With so many major retailers and restaurant chains using the product, spend some time with the Service Channel implementation to identify the right solution for your type of business. The implementation can be done in phases allowing a new user to quickly take advantage of the power of the platform while adding modules over time to meet your needs. The platform plugs easily into all major ERP platforms and is an excellent procure to pay solution. The fact that most Service Providers in the Retail Facilities Management industry use the platform extensively for many of their clients ensures easy adoption and minimal time to implement once launched.

Mutliple user both as a customer and third party administrator

Apr 20, 2015
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Simple to use, easy to teach. Flexible ability to set up the rules as you wish, generate any type of report you need, ability to make quick changes throughout the process. Using current vendors that you already have relationships with a big plus.

Cons: I am very pleased with this product so not much would I say is what I like least. Doing third party work with Service Channel leads to different project managers for each customer which is a little tough. Would be easier with the same one but that is about it.

Recommendations to other buyers: Decide what you want the software to do prior to making your decision. Make sure the program fits your needs. Know that you will lost some existing vendors who do not wish to participate in the system. Engage your financial team early in the process to be part of the rollout and to handle their needs. If it is a large rollout, do it in phases, get some champions on board to help sell the new process and why it is better.

Rolled out 300+ Retailer locations.

Apr 04, 2015
3/5
Overall
3.5 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Having worked with various systems of this type at 3 different Fortune 500 companies and 2 major contractors, Service Channel is a great introductory CMMS program. It is very simplistic in its approach to creating work orders and is by far the most contractor-friendly for those with limited technical experience or back office support. The initial training support is fantastic! It is one of the most widely used systems today, most likely due to its ease of use. Therefore, there is an abundance of very qualified contractors readily available to support your needs. Once set up, the electronic payment portion is a outstanding benefit. Extremely effective and easy. I appreciate the team\account manager dedicated to our account. They are always available and willing to help. Excellent partnership and extremely responsive.

Cons: Initial setup and continuing changes are a huge opportunity. The templates for uploading are antiquated and require the creation and review of 1000s of line items of data. Most other comparable systems complete the setup for you. This is not the case with Service Channel. If you have a large portfolio, be prepared to spend 100s of hours setting up. Changes are "clunky" and not intuitive. Recently, the customer interface went through an entire change with no warning or training to the customer. 2 months later and we are still trying to work through the changes. This is not an Asset Management software. If you are looking to report on individual equipment asset life, this is not the program for you. If what you need is an electronic dispatching and reporting system, Service Channel is perfect! If you have a large portfolio with multiple providers, the Preventative Maintenance Module is a huge disappointment. It's nearly impossible to correctly load the first time and even more difficult to manage and make changes and corrections. The Android and iOS apps have extremely limited functionality. Again, another huge disappointment for a company supposed to be on the cutting edge.

Recommendations to other buyers: - Decide if you want an electronic dispatching service or a true asset management system. - Understand the complete PM limitations going in. - Research app functionality. - Review the canned reports and decide if they meet your KPI objectives. - If you intend to use your existing contractor base, understand their ability to support any CMMS system.

Jay from Burlington

Apr 04, 2015
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: System overall reliable and robust. Support team is always available to resolve issues and assist with specific adjustments to meet our needs.

Cons: The latest upgrade is overwhelming, so patience is needed. Overall good to know SC is always looking to improve to our advantage.

Recommendations to other buyers: Spend time in testing and trail several systems before moving to any one application. SC is one of the best out there. The Vendors you have working for you need to be totally committed to use or you will need to make several vendor changes.

Solid Facilities Maintenance management software solution

Apr 01, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: The product itself is relatively intuitive and a quick learn. If you're not sure how to do something, figuring it out is usually not too difficult. The reporting capabilities are great. I use a variety of reports out of this system on a regular basis to keep tabs on tickets for over 850 locations. Service Channel is responsive, and in my experience a great partner.

Cons: Service Channel is not exactly very customizable. Scorecarding, for instance, relies on certain metrics that can't be adjusted or changed for specific trades. I'd also like to see the ability to flag a location to be able to alert an individual when the next plumbing or the next electrical ticket is entered. This would be ideal for locations that carry warranties or locations with specific repeat issues.

Recommendations to other buyers: If you don't require a lot of customization to run your business, or you can modify your current practices to fit the SC model, I'd recommend that anyone seriously consider this software. This is strictly a software system designed to manage facilities issues. You get to select and manage your own vendor base.

A Promising Application

Apr 01, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The ease of use is especially important for both the vendors, as well as the administrative side. The responsiveness of my Account Executive has been incredible. Having come into the administrative side, I immediately began asking for modifications to the way our organization was using the system. This required some programming changes and mapping changes in Service Channel. The patience of the technical team, their responsiveness, and their willingness to help me to revamp our instance of the software is impressive.

Cons: There still is a gap in the flexibility of instance-centric modifications. Either the entire populace of Service Channel users adopt the change regardless of the impact to their use of the system or not, or the changes don't materialize. From the expanding use of the system, I think it behooves Service Channel to tailor the experience on an instance use. I am not as fond of the Fixxbook side of the application. I often find myself wishing for some free-form flexibility for single-use vendors

Recommendations to other buyers: Thoroughly vet the limitations of the system and how they will impact your use.

Using ServiceChannel for 2.5 years, formerly work for competitor

Apr 01, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: I like that the SC team and the system are all customer centric. They actively seek feedback from clients and work to implement changes and improvements to better meat the needs of the client through functionality, ease of use, and customized reporting.

Cons: The system sometimes stalls, need to "live" beta test with larger customer samples prior to deploying re-writes and improvements.

Recommendations to other buyers: Are they customer centric; are they adaptable; are they malliable; is it intuitive and user friendly not only for the home office but the store/end user?

I am a facilities manager with 8 years experience on another service.

Mar 30, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: I love that it is just software and they stay out of my business on the vendor/provider side. I love that they stick to technology, and I don't have to worry that they are trying to move in on my job. Aside from that, they focus on technology! Imagine that; a software provider focusing on technology and not services.

Cons: Sometimes, it can get a little buggy, which is normal for software programs.

Recommendations to other buyers: If you need additional help with clerical work, this program might not be for you. I wanted my previous provider out of my business completely and to handle all aspects myself, so this was for me.

ServiceChannel

Mar 23, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It's user-friendly from the client and vendor side. All client information is readily available and capable of being updated immediately.

Cons: Enhancement requests are difficult to get approved (or never get approved as all clients have to agree to add the enhancement even if it doesn't affect their process). Not able to working with the ServiceChannel associate directly if there is an issue...you have to go through an A.E. to relay the information to the appropriate SC associate then send the information back to you. This causes a lot of time sending emails, making phones, etc. to explain the issue. Working with the person (people) directly would streamline the process.

Recommendations to other buyers: Make sure you have time to update your information as needed. If not, consider paying for a Client Lead.

ServiceChannel Review 2015

Mar 20, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We're able to make changes ourselves within the system.

Cons: The tracking function is not as detailed as we're use to so it has taken some time to get use to it.

Recommendations to other buyers: Look at what your needs are and what system works best for you. Some people like being able to make changes and drive a lot of the edits. Other people may want more of a hands free system.

Worked with SC for two different companies

Mar 20, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: I like the flexibility and willingness to adjust the software to customers needs.

Cons: Training structure with Proview needs to be more involved and catered to the needs of each client.

Recommendations to other buyers: Make sure to not fall for inferior vendor's promises and know their relationships with the contractors they suggest or you currently use.

Service Channel Works for DSW

Mar 20, 2015
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Service Channel allows the client to pull the info, edit info, and use the system without having to rely on an account rep to always do it for you. Having the ability to pull the info yourself and not wait for an account manager to do it for you saves time and allows you to be more involved and catch things you might not have caught. The training for the system was very thorough and helpful to a smooth roll out process. I have also found that this system doesn't run slowly as our previous system did. And getting the automatic emails letting you know that the system is having and issue from ServiceHealth is a very nice feature.

Cons: In our previous system, FMpilot, you were able to click a button and see who was in the ticket, what action they took, and the date time that they were in the ticket. That is valuable info. For example a ticket is sitting in open for 2 weeks and you question them. They say they never got the ticket, but you could check that button and see that the vendor did view it on X date. You then can go to them and say yes, you did get it because the system shows that so-and-so viewed it on X date. That is helpful info that I wish this system had.

Recommendations to other buyers: That this system is very user-friendly. There is a lot more work before the roll out, however, once on the system, your work load seems to be less. For us it is a lot less in the PM/Maintenance area.

ServiceChannel

Oct 22, 2014
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great product for getting analytics. The company is very responsive and has a great customer support.

Used ServiceChannel for many years.

Oct 04, 2014
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I like the ability to have most repair requests dispatched automatically to selected vendors.

Cons: There's a disconnect between the customer and service provider usage.

Recommendations to other buyers: Survey your existing vendors to see if they are familiar with ServiceChannel and willing to use it.

Thank God for ServiceChannel!

Oct 03, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: ServiceChannel really helped me get organized, especially since I'm a one-person show for 580 stores. I am able to see spend and control what the stores are putting tickets in for. It also has helped our accounting department greatly since all our vendors are paid through ServiceChannel ACH.

Cons: Any issues I do have are quickly resolved by my account manager.

Recommendations to other buyers: ServiceChannel is a great program where you can keep all your information on stores so that when your lease renewals are up, you can gather information on what has been going on at stores. It's just a great tool!

Truly Supportive

Oct 02, 2014
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like having access to the level of vendors this company has and the organization that this company has.

Cons: In the beginning, with me not understanding what the full process was to bring on a new vendor and expecting more help from Service Channel, it was difficult to understand the system and very time consuming. As I have said, one of the most important things that needs to happen is being able to schedule the amount of time needed without interruptions. Now that I understand the system, it is much easier and does not take much time at all to bring on a new vendor.

Recommendations to other buyers: I would schedule the time needed to learn the process without other tasks interfering.

My experience with ServiceChannel has been a game changer

Oct 02, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: ServiceChannel has a habit of providing efficiency to front line users and senior level decision makers. The distance between those two is tremendous, so that's no easy task.

Cons: What I like least is that some of the Proview reporting isn't as nimble as it could be, which could shorten the decision path. To ServiceChannel's credit however, they do listen and make adjustments when able.

Recommendations to other buyers: Include your vendors in the decision process, because you need to be aware of any hardships the change may befall them. Also, always think three steps ahead when making strategic programming changes. Be aware how your implementations affect everyone else downstream and on the back-end process side.

Great Software as a Solution

Oct 02, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The product is easy to use. They are very responsive to our needs, and the costs are very reasonable.

Cons: The product has had outages in the past, but those issues are clear, so there's not much in the negative any longer. The vendor needs to do better with turnaround time on proposed new products.

Recommendations to other buyers: Understand how to get data from SaaS systems and understand how it will work in your workflow. Don't be hesitant to change your processes based on the way the system works if it is better/more efficient.

ServiceChannel Review

Oct 02, 2014
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: ServiceChannel is the easiest way to automate billing and payments.

Cons: I would like it if the reporting had more flexibility.

Recommendations to other buyers: I recommend you mandate ACH for all vendors and don't allow checks.

Service Channel Review

Oct 02, 2014
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like their responsiveness.

Cons: It could probably use a better overview of work orders rather than having to run a report to see them.

Recommendations to other buyers: Look into a more efficient PM module that is driven off of the equipment.