ServiceChannel Review

ServiceChannel
Product:
Vendor:
Founded:
Headquarters:
ServiceChannel
ServiceChannel
1999
New York, NY
Ownership
Customers:
Deployment Model:
Free Trial:
Private
450+
Cloud
No
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ServiceChannel At A Glance

Good: Ability to recruit, manage, and train contractors, helps manage payments/invoices, good for companies with multiple sites.
Bad: Inventory management feature is not offered, targets very specific industry niches.
Bottom Line: Unique focus on helping companies and contractors work together, such as recruiting and sourcing contractors via a directory.

Product Overview

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 offers standard modules, such as:

  • Work Order Manager
  • Proposal Manager
  • Planned Maintenance Manager
  • Asset Manager
  • Invoice Manager
  • Fixxbook
  • Compliance Manager
  • Analytics

We discuss these components more in the Features section below.

Benefits of the Service Automation Suite include:

  • Reduce expenses
  • Improve service
  • Ensure compliance
  • Gain greater visibility into maintenance programs
  • Improve productivity

ServiceChannel also offers these additional modules:

  • Custom Analytics – This module includes additional features to the Analytics component, such as data discovery, big data integration, and the ability to create metrics, reports, and dashboards.
  • Supply Manager – This purchasing and inventory module includes features, such as a Web shopping cart, controls & approvals, and order notes and freight tracking updates. Users can also manage warranties on items.
  • Site Audit Manager – This module allows managers to audit their equipment, assets, and facilities across multiple sites. It include features, such as a customized audit process and on-the-spot work order submission.
  • Payment Manager – This module allows ServiceChannel to take the burden off the process companies use to pay its contractors – this especially benefits companies with multiple contractors. Once an invoice is created, the company places the amount approved into a special account sent to ServiceChannel; ServiceChannel then send the money to the contractor(s) electronically. Companies and contractors won’t have to worry about the headaches of paper checks.
  • Early Pay – The Early Pay module helps facility managers and contractors keep maintenance expenses low by tracking their early payments.

Features

Each module has its own set of features, which are:

Work Order Manager

  • Online and phone-based service requests
  • Contractors check in and check out onsite
  • Create and view work orders from a mobile device
  • Ability for contractors to create work orders
  • Customized dashboards for work orders
  • Alerts sent via email or text

Proposal Manager

  • Customize proposal requirements
  • Compare different proposals on one screen
  • Approve or reject proposals
  • Ensure labor rates match service agreements

Planned Maintenance Manager

  • Create schedules based on required service frequency
  • Allow service validation
  • Monitor all maintenance events via calendars and reports
  • Send invoices automatically after service is completed
  • Control pricing and finances

Asset Manager

  • Equipment tracking
  • Depreciation tracking
  • Warranty tracking
  • Analysis of asset life and trends of uptime/downtime
  • Location mapping (linking asset to its physical location)

Invoice Manager

  • Ability to set up auto-approval rules and approve exceptions
  • Contractor can only invoice for work approved by company
  • Invoice/payment tracking
  • Integrated with a company’s existing accounting system

Fixxbook

  • Access thousands of contractors; users can search based on trade, locations, certifications, etc
  • Research how contractors are certified and accredited

Compliance Manager

  • Contractor sourcing (check their credentials, invite them to apply to user’s contractor private network)
  • Manage contractor’s credentials, financial status, certification and license expiration, etc
  • Access a contractor private network, where users can capture data on contractor’s business, such as tax forms, trade affiliations, etc

Analytics / Business Intelligence

  • Ability to access and analyze large amounts of data
  • Track specific service data such as completion rate, on-time arrival rate, and work order confirmation rate
  • Access reporting features powered by GoodData, such as built-in standard reporting templates (i.e. service provider reports, trade & category reports,  operational reports, and location analysis)
  • Machine learning

  • Asset Management?
  • Inventory Administration?
  • Mobile Access?
  • Predictive Maintenance?
  • Preventative Maintenance?
  • Scheduling?
  • Work Order Management?

Target Market

ServiceChannel targets facility managers in these specific industries: retail, finance, convenience stores, restaurants, community housing, government, and healthcare. We’ve listed ten of its customers below:

  • Betty Mills Company
  • Cosi
  • David's Bridal
  • Dollar Financial Corp
  • Frost Bank
  • First Citizens'
  • Professional Retail Store Maintenance Association
  • PSCH
  • Ruby's Tuesday
  • Smile Brands, Inc.

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Implementation/Integration

Since ServiceChannel provides a SaaS-only deployment, the implementation process is shorter than for on-premise deployment. Below is a general process of ServiceChannel implementation (however it can be customized based on the company’s requirements):

  • Kickoff meeting to set implementation goals and expectations
  • Design session to go over product immersion, best practices, and use case specifications
  • Service Automation Suite configuration and implementation phase that includes dashboard branding, sites/locations definitions, user role configurations, and contractor relationship mapping. User training is done during this phase as well.
  • Invoice management
  • Roll out support
  • Contractor on-boarding
  • Go live

Included in the implementation process is 25 hours of user training. Training can be tailored based on a company’s industry. Some of the training sessions include work order management, preventive maintenance, business intelligence, and contractor recruiting. ServiceChannel also provides training for contractors.

In June 2015, ServiceChannel debuted its new corporate education program called LearningChannel. LearningChannel is an instructor-led program that provides training to ServiceChannel customers on topics relating to service automation.

Customer Service & Support

ServiceChannel has a dedicated support portal where users can submit help desk requests, find troubleshooting FAQs, access training videos and documents, and get information on product updates. Users can also contact tech support via phone or email.

Pricing

ServiceChannel doesn’t publicly release its pricing information. Please contact them directly for a quote.

Shortcomings

ServiceChannel does not offer inventory management functionality. Also, ServiceChannel targets specific industry niches, such as retail and finance, so other industries (such as manufacturing) may not benefit.

Screenshots

ServiceChannel Screenshot 1
ServiceChannel Screenshot 2
ServiceChannel Screenshot 3

About

ServiceChannel is a longtime facility management solutions vendor established in 1999 to help facility managers and their contractors work together on maintaining facilities and equipment. It has served over 50,000 facility managers and contractors at over 200,000 locations in 63 countries. ServiceChannel can be integrated with many different applications, such as Ariba, Data-Basics, Infor, NetSuite, Oracle, and PeopleSoft, to name a few.

It has won awards such as Nike’s Vendor Excellence Award, Professional Retail Store Maintenance Association’s Vendor of the Year, and is a Strategic Partner with Gap Inc.

Headquartered in New York City, ServiceChannel has offices in California, London, and most recently, Columbus, OH.

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