Service Fusion is a field service management tool known for its game-changing features. The Service Fusion platform gives you the functionality to manage customer relations, schedule and dispatch technicians, handle invoicing and payments, and control your inventory.
In this review, we will analyze how you can use this software solution to track, monitor, and manage your field service technicians in real-time.
Features And Functions
Service Fusion allows you to manage your customers, inventory, and employees from one place. Let’s explore some of these features below:
Automated Dispatching
With Service Fusion, you can automatically assign jobs to technicians based on availability and skill set.
The system also provides real-time updates on the status of each job so that managers can make informed decisions about assigning new tasks, and track the duration of jobs.
Customer Engagement
You can manage your customers from the beginning to the end of their journey with this software. You can create customer accounts, enter their details and payment information, and track their demand history and invoices.
Further, the platform integrates with Google My Business, so you can easily manage Service Fusion google reviews to build trust and improve your reputation.
Scheduling
The scheduling module allows businesses to create schedules for multiple technicians that integrate with the company’s accounting system. You can create schedules manually or automatically based on the needs of the business.
For example, if an account is highly prioritized and needs immediate attention, the system automatically assigns more resources to complete the job.
Inventory Management
The Inventory management feature helps businesses keep track of their spare parts by assigning serial numbers or barcodes to each item. You can then scan them when they’re received or used for repairs.
This information can be shared with other departments within an organization so that they know what’s available at any given time.
Repair Order Management
Service Fusion’s repair order management component allows you to automatically generate detailed work orders based on the repair history of your customer’s devices.
This eliminates the need for manual data entry and ensures that your technicians always have up-to-date information about their clients’ devices.
Pricing Plans
Service Fusion offers three subscription plans with various features and functionalities under each.
Starter Package ($126 per month)
You get unlimited users, customer management, scheduling, dispatching , invoicing, text messaging, reporting and project management.
This plan also includes full support for all features of the platform.
Plus Plan ($186 per month)
With the PLUS plan, you get all the features of the Starter plan, plus several additional features, including
- Dashboard integration with QuickBooks Online
- Advanced reporting capabilities, including Service Level Reporting and Chargeback Reporting
- Automated scheduling for technicians, work orders, and service tickets
- Advanced workflow management tools, including automated escalation rules and pre-built workflows.
- Inventory management
Pro Plan ($339 per month)
This plan includes everything you need to manage your technicians, customers, and jobs. It allows you to schedule technicians on mobile devices or desktops using the Google Maps integration.
You can also set up customer accounts and track customer satisfaction by sending out surveys.
The Pro plan also includes customer service tools like customer web portal, customer management and eSign document features where clients can approve projects and plans on the go.
Pros Of Service Fusion
Service Fusion makes bringing together your business processes and customer services easy. Here is a list of all the key benefits.
Easier Business Process Management
You are able to manage all your processes from one location. This makes it easier for you to scale.
Better Customer Experience
Improve the quality of your interactions by collecting more data about customers and their journeys using smart forms and intelligent routing.
Increased Productivity
Automate daily tasks to save time for more important duties like creating new customer products or services.
Easy Collaboration
Work together with your team from anywhere in the world on any device. It has integrations with Salesforce and Microsoft Office 365, so you can use the tools you already know and love.
Cons Of Service Fusion
The drawbacks of using the Service Fusion software include:
This tool does not work well with small companies as it requires a lot of resources to run smoothly.
There are no user support forums or help documents available. The software may not work with your existing hardware or systems, especially if you’ve been using legacy software for a long time and have become accustomed to its quirks and limitations.
No built in Flat Rate pricing for the service techs to use in the field. This would be an additional cost and most likely no integration. This could pose van stock replenishment issues and cause unwanted return trips.
It wasn’t designed specifically for the HVAC industry, so you’ll have to come up with workarounds.
Conclusion
The Service Fusion platform gives you the functionality to manage your customer relations, schedule and dispatch technicians out in the field, handle all invoicing and payments, and control your inventory effectively.
The platform allows you to streamline a number of your processes, effectively manage your customer database and collaborate with your team remotely.
Additional programs such as a service price book may be needed to price out repairs.
The main disadvantage of using this system, however, is that it comes with a steep fee, which is not necessarily justifiable given that there are other, more affordable, and effective options available on the market.
For a convenient, user-friendly platform that gives you every feature and functionality you could possibly need for your HVAC business, consider an alternative option.
