ServiceChannel Reviews & Product Details

ServiceChannel Overview

What is ServiceChannel?

ServiceChannel provides facilities managers with a single platform to source, procure, manage, and pay for repair and maintenance services from commercial contractors across their enterprise. By delivering unprecedented transparency and data-driven analytics of service quality, across all trades, locations, and contractors, facilities managers drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure. ServiceChannel Service Automation is an integrated suite of web- and mobile-based solutions to help manage the entire process of facilities management, including finding contractors and suppliers, entering all planned and demand service requests, tracking work orders, and processing payments. There are currently two different packages to meet your business' needs: Service Automation Essentials and Service Automation Professional. More than 500 leading global brands use ServiceChannel daily to conduct business with 50,000+ contractors at more than 300,000 locations in 63 countries. These customers use ServiceChannel solutions daily to help optimize millions of transactions and billions of dollars of facilities management spend annually.

ServiceChannel Details
Languages Supported
German, English, French, Italian, Portuguese, Russian, Spanish, Turkish
Product Description

ServiceChannel Service Automation combines a web- and mobile-based work order management platform with integrated analytics


Seller Details
Seller
ServiceChannel
Company Website
Year Founded
1999
HQ Location
New York, NY
Twitter
@ServiceChannel
1,040 Twitter followers
LinkedIn® Page
www.linkedin.com
250 employees on LinkedIn®
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ServiceChannel Reviews

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UE
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Easy to view and manage requests and get updates about your repair requests. You can have multiple vendors for each category which helps you get the best rates and quicker service. I like that I can set up a preferred vendor as well. There are tons of options for reports and analytics which as well. Review collected by and hosted on G2.com.

What do you dislike?

Vendors have to choose to use Servicechannel and i have noticed that many smaller local vendors are reluctant to use. I've heard feedback that the onboarding and training process for vendors needs to be easier to allow for smaller vendors with less resources the ability to use servicechannel. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take the time to go through the training offered and reach out to support with questions. Servicechannel provides great support and training when you need it Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Follow up with vendors is easier and less time consuming. Gone are the days of having to call a vendor and ask for updates. I can even use the mobile app to log on and view upsated statuses and all my maintenance and repairs. Review collected by and hosted on G2.com.

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UR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I'm in the tax dept. and we collaborate with our facilities team for use tax purposes on this software. I think what I like best about this software program is that you can easily accrue use tax for all the invoices that vendors put in the system. It is great to have instead of manually having to look at each invoice and accrue the necessary use tax. Review collected by and hosted on G2.com.

What do you dislike?

Nothing in particular, maybe sometimes things can become inaccurate for taxes in our cases. We use Avalara tax engine to implement tax codes and sometimes the tax codes are limited. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good overall software! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use it to accrue any use tax for our company. it is helpful for our facilities department because I know they work with a lot of vendors and it helps manages all their vendors and information all in one place - such as a vendor profile. This helps solve use tax problems in my case. I know it helps solve facilities department a lot of problems with their vendors and all the vendors that they may have to handle. This is a great software overall and I would definitely recommend this to others that may need to use this for facility management. Review collected by and hosted on G2.com.

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Retail Facilities Coordinator
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Everything about my job is so much easier with this platform. Mobile access, access to data, transparency Review collected by and hosted on G2.com.

What do you dislike?

Database can slowdown throughout the day. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Manuals or guides for new users Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Managing budgets. Keeping everyone on the same page Review collected by and hosted on G2.com.

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UC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

There are not any that I am aware of from a Vendor's perspective. Review collected by and hosted on G2.com.

What do you dislike?

Customer service is absolutely horrific. They treat you like you need them and you FEEL that every time you run into an issue (which is often with their poor platform). Number 1 issue, their customer service is terrible. Try it, you will see how much extra effort/time/money it costs you to operate through this system. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

NONE. Not an exaggeration. It is terrible. Top notch vendors will not deal with portals like this, period. They don't have to. Maybe desperate companies will jump through all the hoops and deal with substantial delays in payments and no one to assist. Review collected by and hosted on G2.com.

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UC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

You can keep track of all work orders on one platform. Review collected by and hosted on G2.com.

What do you dislike?

Some vendors and locations are not using it, hence you have to email/call to make app. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The time/date function for work dates can be better so that you can send time/date requests and accept them on the platform instead of trying to sort a time out outside of it. Review collected by and hosted on G2.com.

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UF
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Ease of work order lookup. Simple to write and email notes. Can be integrated with other facilities software to auto accept orders. Review collected by and hosted on G2.com.

What do you dislike?

Pauses in service. Sometimes the server gets busy. Need to delete cookies often. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Excellent for communication purposes and entering bids Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The ease, flexibility, transparency and efficiency Review collected by and hosted on G2.com.

What do you dislike?

The fee structure has changed making it a bit more challenging when purchasing different options. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are looking to save time, money and hold your vendors accountable this is the product for you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Vendor accountability, lack of reporting and visibility into the budgets. The benefits have been endless. we now have analytics and can report on our spend. The vendors are now reacting quickly to calls due to the accountability and tracking through the IVR. The mobile app has allowed our DM's to log in and track issues within the stores at anytime, any place. The app has given me more flexibility as I can now approve proposals and invoices on the fly. We love how SC continues to evolve and look forward to the journey. Review collected by and hosted on G2.com.

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AW
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Meeting others to collaborate on better formats I can use for my business, and trying to come up with a overall best practice for others. Review collected by and hosted on G2.com.

What do you dislike?

As I attended the first conference in 2017 the anticipation was high, and it was a little disappointing to see some of the same things that was discussed before, are still in a "what do you think we should do" status than an actual resolution. Some things that were discussed were still not creating a easier process and still needed to be reviewed. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would definitely recommend to any others to use because it can really make things simple, transparent, and manageable. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Service Channel has been a huge asset providing visibility to all in regards to our branches. It has helped us streamline and continue to streamline processes including and avenue to keep track of the Compliance of our Vendors, which is helpful to other departments within our company. Review collected by and hosted on G2.com.

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AW
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Providing a means (platform) for our branches to engage, communicate and track their repair and maintenance issues from start to finish on one platform. . Review collected by and hosted on G2.com.

What do you dislike?

Although improvements are being made to the software, at times the system can be slow and cumbersome ... not as "user friendly" for providers and associates in the field. There are some controls that should be allowed to make changed in the system by our team (as administrator) instead of sending in a ticket to client support.

One constant complaint we receive from the field has been around calling into support and not understanding the person on the support team due to the heavy foreign accent. This remains to be an issue. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Work closely with your CSM and support associates, ask questions, and voice your opinion IF there may be a better approach with the software configuration. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Right now our focus is surveying and loading our critical assets, and others. Not knowing what assets we have has been a huge issue, especially when it comes to forecasting and budgeting. Now that we have begun to gather this information we can start thinking about future plans to use other financial modules that ServiceChannel provides. Knowing how much spend on leased location equipment will help our Real Estate team when it comes to renewing leases and leverage during re-negotiations. Review collected by and hosted on G2.com.

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AR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Service Channel conference was very infromative and valuable. As we ae learning this process for our Compnay. I was very happy with the way we were able to express our concerns with the Genius squad and also by the profound given dediacation of some of the employees of Servicechannel to take time to answer our concerns and issues. Review collected by and hosted on G2.com.

What do you dislike?

I would have like to receive a list of the Team at serivce channnel with their contact information for futire reference and probably a list of the vendors that attended the meeting. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Yes recomended. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

FOr our company some setting have not been set property since implementation. Certificates of insurance compliance is a big issue. They is always some one we can reach out in SC for asssistance Review collected by and hosted on G2.com.

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UR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

The platform brings many different aspects together allowing for items and issues to be easily tracked, managed and reported on. Review collected by and hosted on G2.com.

What do you dislike?

The proposal platform does not allow for notes between the vendor and customer to be collected and tracked. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a great tool to help streamline processes and communications. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The entire facilities program for 400+ retail locations is handled by SC and it has allowed us to improve our store management experience with the facilities and thus our overall customer experience with our brand. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The stores love the simplicity, finance loves the time and dollar savings, I love the organization, reporting and ease of use. Servicechannel is an amazing partner Review collected by and hosted on G2.com.

What do you dislike?

Not much to dislike. Hope that the mobile app can be updated Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I highly recoommend Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Vendor management

Building better stores

over 30 days of finance a/p payroll time a year Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Service Channel is constantly innovating and open to new ideas from customers Review collected by and hosted on G2.com.

What do you dislike?

Custom reporting support needs to more robust in suggesting new reports. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

gather your data points prior to implimenting Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

smaller FM count per store count Software has allowed us to stay with a small department and retain the quality that we expect Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Being able to search by site number easily Review collected by and hosted on G2.com.

What do you dislike?

Not knowing how many numbers on site name Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Updating and closing out workorders Review collected by and hosted on G2.com.

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UB
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The efficiency we have achieved in paying our invoices through ServiceChannel and the data reports we can pull for our locations. Review collected by and hosted on G2.com.

What do you dislike?

The time it takes to get some things changed that would see easy and are essential to business(like adding an ETA alert notice for FM's on proposals that were submitted to providers but that have passed the due date). Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Data consolidation. Ease in budgeting and in locating areas where we have gone over budget and why. Review collected by and hosted on G2.com.

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Retail Facilities Coordinator
Apparel & Fashion
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Easy platform to use. Friendly staff were amazing in answering questions. Review collected by and hosted on G2.com.

What do you dislike?

Often runs slower than desired. Lags too late often. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Easiest retail platform in my opinion. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Analytics, cost tracking Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

the level of customer support provided by SC is impressive to say the least... always a positive experience Review collected by and hosted on G2.com.

What do you dislike?

n/a.... everything that was a concern, has been addressed Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

n/a Review collected by and hosted on G2.com.

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Facilities Expense Analyst
Hospital & Health Care
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The transparency, having data at hand to make decisions based on, constant evolving technology. Review collected by and hosted on G2.com.

What do you dislike?

Can always make improvements but don’t dislike Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Spend, vendor behavior Review collected by and hosted on G2.com.

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ER
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Reporting, Vendor Management. ease of entering a work order. in-house/3rd party compatibility. Review collected by and hosted on G2.com.

What do you dislike?

Dislike the price hikes. Retail is an extremely competitive and would appreciate more consisten year over year costs. I understand SC is changing the FM world but we need to be cost conscience. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Dive in and enjoy the ride. Free your time Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Transparancey Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Ease of use for administrators, store users, and contractors; customizable Review collected by and hosted on G2.com.

What do you dislike?

nothing, it has been a huge success for our organization Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Multi-store retail chain daily maintenance and preventative maintenance programs, ServiceChannel has allowed us to move away from a call center program and empowers store users to manage their requests and follow up on work orders. Review collected by and hosted on G2.com.

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UF
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Full customization of financial reports allows for easy review of spend. Review collected by and hosted on G2.com.

What do you dislike?

Not having a store map to share with fellow departments. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Reach out for support if you are having issues with building reports. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to report on sustainability. Review collected by and hosted on G2.com.

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ER
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Ability to work with vendors on common platform and leverage large database of vendors. Accessible platform for our operations that is easy to use. Review collected by and hosted on G2.com.

What do you dislike?

Custom analytics can be challenging to use Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Streamlined work order process Review collected by and hosted on G2.com.

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AF
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

the fact that there is constant support if needed Review collected by and hosted on G2.com.

What do you dislike?

Nothing to dislike, SC has been a godsent to our team Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

wordkorder dispatching, faster processing, available scheduled/completion dates Review collected by and hosted on G2.com.

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UR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Easy to use, great reporting, overall great platform. Review collected by and hosted on G2.com.

What do you dislike?

App is slow to respond and difficult to use Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Repair and Maintenance Review collected by and hosted on G2.com.

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UH
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Roadmap discussion and understand the growth of Service Channel Review collected by and hosted on G2.com.

What do you dislike?

Nothing. Meeting is going very well

Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Analytics and KPIs Review collected by and hosted on G2.com.

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Do you work for ServiceChannel?