ServiceChannel

Avantages

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.

Inconvénients

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.

Avantages

Key strategic partner in keeping each of our homes of Louis Vuitton a luxurious experience. The Servicechannel team are true partners in understanding our needs and working with us on doing all as well as allowing us to stay on budget. All are professional, kind and genuine in their care for us as a client.

Inconvénients

There are limited times the service can be a bit slow, but this is just me searching for a reason and not a common issue.

Alternatives envisagées 

Pourquoi passer à ServiceChannel

Avantages

Worst ever for suppliers. We are leaving a client because that software is such a nightmare. Keep your money, we'll service others.

Inconvénients

User completely UNFRIENDLY, complicated, illogical, designed by PC people, zero empathy, focused on doing a million non-necessary things and the basic stuff is so unaccessible. If you are not a PC expert or IT consultant and you are a regular business owner, this will be a nightmare for you. Avoid clients who push you into this.

Avantages

Very intuitive and easy to use, lots of filtering options which makes it possible for multiple Teams in my company to all use the system but not duplicate efforts or cross over each other.

Inconvénients

There seems to be new innovation happening regularly on Service Channel, but this never includes Supply Manager. I understand Supply Manager is a third party system acquired by Service Channel.... but when will this change? I've been using the platform for almost 5 years with no upgrades. Ulta Beauty does 50,000+ WO's a year with Supply Manager- new features would go a long way.

Avantages

Keeping hundreds of work orders time stamped and name stamped. This allows for clear accountability for my team and direct communication with the store staff. All information is stored in one WO and photos/videos can be uploaded to allow for context.
Managing expectations is much easier with the missed ETA alerts and I can easily see where my team needs to focus their efforts.

Inconvénients

The PM module is still clunky and doesn't really fit our requirements entirely. It's limited in it's capabilities (for example: many of our locations have different frequencies and schedules for cleaning, this cannot be specified in the PM module).

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

- 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

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à ServiceChannel

Avantages

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!

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

Intuitive. Complete. Easy.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

Their very developer friendly API makes it very easy for us to move data from ServiceChannel to our application.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

One of our clients requires us to use this for billing them and updating them on job statuses. It has a lot of features that seems like it would make it easy to access information. As a user It is easy to create invoices and upload documents.

Inconvénients

I wish there were a search function to find all related work orders and invoices without having to go to each section and look manually.

Avantages

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

Inconvénients

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.

Avantages

I like the flexibility and willingness to adjust the software to customers needs.

Inconvénients

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

Avantages

Attainable data and notes section for audit trail

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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