# Page 3 | ServiceChannel Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 3 - Is ServiceChannel the right Work Order solution for you? Explore 125 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/38574/ServiceChannel/reviews

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ServiceChannel

4.4 (125)

[View alternatives](https://www.capterra.com/p/38574/ServiceChannel/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 27th, 2026

# Page 3 - Reviews of ServiceChannel

## Showing most helpful reviews

Showing 51-75 of 125 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

RS

Regan S.  
Manager of Maintenance  
Retail  
Used the software for: 2+ years

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

September 8, 2020

5.0

SC platform has enabled us to move our repairs and maintenance services from a very reactive to a proactive process. Allowing the team time to truly handle the critical items and continue to drive for process and proactive improvements. We view the SC platform as the 6 AI member of the Facilities Department as it handles the daily needs seamlessly. Savings realized in the first year were able to cover the cost of the SC platform at the 420 locations.

Pros

The product is user friendly for the end user and allows the owner to easily create and adjust as needed. It can truly handle a work orders need from cradle to grave while handling every possible work flow needed for each work order between creation and close out.

Cons

The proposal module needs to have a notes function to ensure that any discussion about potential work is captured in the system; as well the planned maintenance module needs an update to make it more user friendly.

Alternatives considered

[Office Tracker](https://www.capterra.com/p/18032/Office-Tracker/)

Reason for choosing ServiceChannel

Complete offering to handle work order needs from cradle to grave for both expense and capital projects.

Review Source

SL

Sierra L.  
Country Facility Manager  
Retail  
Used the software for: 1-2 years

### "Excellent"

September 14, 2020

4.0

Overall my experience is very positive. This is now the 2nd company I've used SC with and I fought to bring them on at my last one before I left - they might still be in talks. It really broadens the scope of FM and really helps drive our efficiency.

Pros

I think one of the things that I appreciate the most about Service Channel is it's constantly evolving. They're always rolling out something new and it's always applicable to what's happening in the industry, not stale data or updates late to solving a problem. They listen, pay attention, predict FM needs and challenges to such a degree that many times if I'm considering a new KPI/vendor communication/report data I check SC first because they've likely thought of it already.

Cons

Sometimes I find a few of the developments feel very US specific- at least at the outset, but the whole team is great about tweaking and editing and even rebuilding something to suit our needs.

Switched from

[Bluesky](https://www.capterra.com/p/155743/Bluesky/)

H&M made the switch before I started so I can't speak to why they switched but I'm very happy they did!

Review Source

FL

Fred L.  
Director of Facilities  
Restaurants  
Used the software for: 2+ years

### "Excellent System"

August 28, 2020

4.0

Overall I am very happy with the system and software. The ease of use and the amount of data available is probably the best part of the system. Data is so valuable!

Pros

The ease of editing vendors within trades is one of the best functions to use in the business. Pulling reports and the use of analytics is great! Real time data and ease of communicating within our users is one of my favorite feature. I wish they had an AP to match the website. Still a little behind the times in the mobile AP end of this system.

Cons

The only part of the software I wish could be upgraded is the AP software. Still very limited and behind the times.

Reason for choosing ServiceChannel

I wasn't in my current position when the current contract was signed, however I would have signed the contract if I were. Back then Service Channel was head and shoulders above any other system on the market. Some competitors have made great strides in catching up with the technology Service Channel already has.

Review Source

VR

Verified Reviewer  
Facilities Manager  
Retail  
Used the software for: 2+ years

### "One stop platform for all your facilities management needs"

September 2, 2020

5.0

Pros

Being able to have everything on one platform is a huge time saver especially in this ever changing industry. From work order creation to invoice approval, the system is extremely user friendly. Also the fact that during implementation it is set up specific to your business needs and as things change, you can make changes!

Cons

Implementation process can be lengthy and creating the issues list can be confusing if you don't have a good starting point. You do get set up with an implementation manager who does help guide you through the process.

Review Source

VR

Verified Reviewer  
Executive Assistant  
Construction  
Used the software for: Less than 6 months

### "Not at all user friendly when you only need it occasionally"

August 4, 2022

3.0

My experience has unfortunately been a confusing and frustrating one. I do see the benefits of having a system to track work orders, but I just don't think that it applies to all situations. It's very hard to use from the GC standpoint.

Pros

I like the thought behind it. I think if implemented properly it probably could be a very good tool for managing service/warranty work, but the capacity in which I use it is very confusing. On the plus side, they did offer a training that was about 3 hours long to go in depth into the program and how it should function.

Cons

While the concept behind it is excellent, it doesn't quite apply to how I use it. It was set up by a client of ours to dispatch service work, but as a GC it has gotten confusing since we aren't the ones to actually perform the work. I wish the training had been more specific to if you're a GC or a subcontractor. I also think that the owner training should be a bit more in depth as well because even the client who purchased the software has hit some usage roadblocks when it comes to setting up jobs and which features they actually want us to use.

Review Source

TD

Trish D.  
Facilities Manager  
  
Used the software for: 2+ years

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

October 5, 2017

4.0

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.

Review Source

VR

Verified Reviewer  
Billing Specialist  
Construction  
Used the software for: 1-2 years

### "Easy to Use for Invoice Submission"

August 6, 2021

5.0

Sending and receiving Work Order/Purchase Orders for a construction/HVAC/Refrigeration company. Sending invoices to clients for payment.

Pros

Easy to use software with clean organization. Straight forward invoicing process with clear communications between client and vendor.

Cons

I did not experience any difficulty with ServiceChannel.

Review Source

MD

Micah D.  
Manager of Business Development  
  
Used the software for:

### "You need to work on quotes, reporting, and integrations"

December 16, 2015

4.0

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.

Review Source

Response from ServiceChannel

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.

VR

Verified Reviewer  
Senior Manager, Facilities & Planning  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "Great Product and Support!"

August 28, 2020

5.0

Pros

The analytics and reporting are a wonderful tool. Regular upgrades to the platform continuously make a great product even better.

Cons

Getting all end users to begin working in the system was challenging, but I that is not unique to ServiceChannel.

Review Source

KM

Katie M.  
Facilities Brand Manager  
Retail  
Used the software for: 2+ years

### "Top notch support team"

September 4, 2020

5.0

The people from Service Channel are the best and always there is you have a question. They are always open to hearing my ideas, there to answer all of my numerous questions and was there every step of the way in merging our two dashboards together. Everything is easier with their help!

Pros

The software is very user friendly and intuitive.

Cons

Some of the features could still use updating. I.e. the planned maintenance dashboard. It could be easier to manipulate PMs within a frequency or change a store to a new frequency without losing pricing

Review Source

SB

Steeley B.  
Sr.Manager, Operations  
Retail  
Used the software for: 2+ years

### "Easy to Use and Track"

September 2, 2020

5.0

able to pinpoint problem areas.

Pros

Managing each locations tickets and status is a breeze. Reviewing invoices and proposals all in one place. The customer service and support I find is really efficient and helpful.

Cons

I find it clunky it clunky to customize our dropdowns menus for the end users to submit tickets. I may just not be as computer savvy, but that is where the customer service comes in handy and are able to assist.

Review Source

JH

John H.  
Facilities Coordinator  
Food & Beverages  
Used the software for: 1-2 years

### "Service Channel - Definitely Recommend! "

September 2, 2020

5.0

I have worked with Service channel close to 2 years now.

Pros

The thought that goes behind everything is top notch! the easy of use for our users is key to the success of the system.

Cons

I've only had one negative experience and it had to do with vendor searching which is linked to fix book, and was quickly resolved

Review Source

JA

JaVon A.  
General Manager  
Restaurants  
Used the software for: 2+ years

### "ServiceChannel - JA"

January 19, 2019

5.0

I have used ServiceChannel for over 5+ years and I am very happy with the capabilities of the service.

Pros

ServiceChannel makes it easy to view open and completed work orders to keep track with company spending and helps hold accountability to vendors that service our restaurant.

Cons

ServiceChannel could improve the interface of its app to mirror the browser site.

Review Source

JT

Jeanne T.  
Facility Maintenance Manager  
Retail  
Used the software for: 2+ years

### "Service Channel"

March 30, 2017

3.0

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.

Pros

The transparency that this software provides is one of its best features.

Review Source

dJ

david J.  
Global FM  
Retail  
Used the software for: 2+ years

### "Worldwide deployment"

August 31, 2020

4.0

\- Very happy with the system and the support and follow up - We need more resources dedicated to us to finalize the deployment before end of the year.

Pros

\- Possible to be global (languages, currencies...) and adaptable to small-mid local requierements or needs. - Always there's a solution for special needs we can have

Cons

\- Not an unique point of contact (3 regions 3 contacts, not efficient in a global set up)

Alternatives considered

[Autodesk Forma](https://www.capterra.com/p/218046/Autodesk-Construction-Cloud/)[SAP Fieldglass](https://www.capterra.com/p/182992/SAP-Fieldglass/)[Corrigo](https://www.capterra.com/p/14544/Corrigo-CMMS-Property-Mgmt/)

Reason for choosing ServiceChannel

\- Already implemented in some areas with good results - Good relation

Review Source

AA

Angeline A.  
Interior design specialist  
Retail  
Used the software for: 2+ years

### "Service channel user friendly"

September 14, 2020

5.0

Pros

the customer service is great . it is not the easiest program to use but with their help, it make a difference, especially when you are a person who manage a lot of store and travel a lot.

Cons

wish we have class once a week to teach how to use the software with q &a

Review Source

PD

Paul D.  
Senior Facilities Manager  
Restaurants  
Used the software for: 2+ years

### "Service Channel"

September 8, 2020

5.0

Pros

The variety of modules that are available is the reason that I prefer Service Channel. Each module interacts with other sections to create more value with our data.

Cons

There is nothing that i like "least" about Service Channel. I am happy with the product.

Review Source

VR

Verified Reviewer  
Associate Inventory Analyst  
Apparel & Fashion  
Used the software for: Less than 6 months

### "Service Channel makes life easy "

September 11, 2020

5.0

I think it's great!

Pros

I love how user friendly this software is! It is also very interactive, so everyone can access this & update accordingly as needed. It makes my job at the end of the day easier.

Cons

When items are not closed out by the vendors or the store teams don't provide updates, it is a lot of follow up on my end to close out all the work orders. It would be great of the software gave reminders directly to the vendor or store teams depending on how long the ticket has been open.

Review Source

KL

Kevin L.  
Analyst  
Retail  
Used the software for: 2+ years

### "Decent"

May 17, 2021

3.0

Pros

My team used this to view invoices performed by contractors. The interface is pretty easy to use overall for our purposes.

Cons

There were some limitations in how the contractor can put in their information.

Review Source

AC

Anthony C.  
Supervisor  
Facilities Services  
Used the software for: 2+ years

### "Service Channel"

September 10, 2020

4.0

Fine.

Pros

The transfer from our previous software as easy.

Cons

Vendors cannot speak with reps without great difficulty. We cannot help vendors from our side.

Review Source

CB

Chris B.  
Facilities Manager  
Retail  
Used the software for: 6-12 months

### "A Promising Application"

April 1, 2015

4.0

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

Review Source

MS

Michele S.  
IFM Program Manager  
Real Estate  
Used the software for: 1-2 years

### "Service Channel"

August 31, 2020

3.0

Solving for lots a little locations in metro to remote areas. Needed a vendor pool to service our locations.

Pros

Excels in managing dispersed portfolios.

Cons

Time to create a work ticket takes between 10 and 34 minutes. Vendor on boarding takes a long time to build a network.

Reason for choosing ServiceChannel

Was the more mature product.

Review Source

KE

Ken E.  
Director of Operations  
Retail  
Used the software for: 2+ years

### "The Value ServiceChannel Has Brought to Our Company"

May 13, 2015

4.5

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.

Review Source

MP

Mindy P.  
Facilities Manager  
Retail  
Used the software for: 2+ years

### "ServiceChannel"

March 23, 2015

4.5

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.

Review Source

JE

Joel E.  
Director of Facilities  
Real Estate  
Used the software for: 2+ years

### "Best CMMS Platform out there!"

March 24, 2017

5.0

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.

Pros

Intuitive. Complete. Easy.

Cons

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

Review Source

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