ServiceChannel Review

ServiceChannel
Product:
Vendor:
Founded:
Headquarters:
ServiceChannel
ServiceChannel
1999
Pleasanton, CA
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
500+
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 is a facility management software and 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’s products include:

  • Work Order Management
  • Site Management
  • Payments
  • Supplier Management
  • Asset/Energy Management
  • 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 solutions:

  • Spend Optimization: Analyze expense trends and historical spending details to make better informed purchasing decisions
  • Staffing and Outsourcing: Source suppliers and conduct performance reviews with ServiceChannel Managed
  • Supplier Optimization: Assess vendors, receive supplier recommendations, and monitor performance
  • Compliance: Keep important documents and records protected and request audits at any time
  • Implementation: Integrate ServiceChannel’s software with your company’s existing applications and schedule training with staff
  • Sustainability: Optimize assets to increase their lifecycle and decrease energy consumption
  • Support and Training: Dedicated Customer Success Manager and a wide offering of training and IT support

Features

Each product has a number of features, including:

Work Order Management

  • Online and phone-based service requests
  • Create and view work orders from a mobile device
  • Set conditioned based workflow rules to direct each step of the process
  • Allows facilities team, location staff, and providers to view asset details and plans

Site Management

  • Manage status, costs, and approvals for projects
  • Automate and create custom maintenance plans
  • Audit each site to ensure standard practices and products
  • Create catalogs for on-site staff to replace supplies

Payments

  • Automate payments from beginning to end
  • Allow viewing access to providers so they can see invoice status
  • Take advantage of provider discounts by paying early
  • Time payments to fit your needs

Supplier Management

  • Manage both internal staff and outside suppliers from one place
  • Track performance and cost with the Contractor Scorecard
  • Ability for internal staff to view project details through a mobile app, limiting their time spent on-site
  • ServiceChannel conducts checks on supplier insurance and credentials to ensure compliance
  • Create check-in rules to make sure only authorized suppliers are getting into sites

Asset/Energy Management

  • Track asset history, costs, installation dates, and warranty status
  • Automate workflows for unexpected repairs and preventative maintenance
  • Schedule asset inspections
  • Allows on-site staff to report asset concerns through the mobile app
  • Keep track of asset inventory across all sites, warehouses, and service vehicles

Analytics

  • View specific service details on work orders, assets, proposals and providers
  • Analyze large quantities of data to spot payment issues and on-site problems
  • Comprehensive reports on supplier and asset performance and spending
  • Utilizes machine learning to provide workflow recommendations

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 (note 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 onboarding
  • Go live

The implementation process includes 25 hours of user training that can be tailored to a company or industry. Some of the training sessions include work order management, preventive maintenance, business intelligence, and contractor recruiting. ServiceChannel also provides training for contractors.

The vendor has a corporate education program called LearningChannel, which is an instructor-led program that provides training on topics relating to service automation.

ServiceChannel can be integrated with many different applications, such as Ariba, Data-Basics, Infor, NetSuite, Oracle, and PeopleSoft, to name a few.

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, so please contact the vendor directly for a quote.

Shortcomings

ServiceChannel does not offer inventory management functionality. Also, it targets specific industry niches, such as retail and finance, so other industries (e.g., 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 70,000 facility managers and contractors at over 360,000 locations in 63 countries.

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 Pleasanton, CA, ServiceChannel has offices in New York City and Bentonville, AR.

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