ServicePro vs. SymphonyAI IT Service Management

ServicePro has been a reliable tool to associate field service work orders to our NetSuite data. Our company has some niche and specific business use cases - so while I think it has good out of the box functionality, it has not been the easiest tool to build customizations around.

Incentivized

It is best for handling daily incidents and change records in the organization. And also provide features like which incident will have higher priority, and which have less and on the basis of that developer do their daily activities to resolve them. It also helps in managing our compliance change logs, which help the compliance team.

Incentivized

• Mobile Application
• Job Scheduling

Incentivized

• The Design Studio is an easy solution for L3 support professionals to improve existing workflows without technical support quickly.
• The process and UI are more seamless, robust, and attractive than existing solutions.
• The copilot AI addition has removed a lot of repetitive tasks and improved UX.

Incentivized

• Rigid System Design / complex backend model for api access
• Cumbersome to build inspections
• Inability to associate Inspections to Appointments, only work orders
• No batch update capabilities

Incentivized

• Business Rule Designer - Since it has many automation we are unable to use it properly, because of BRD related jobs not getting executed
• Creation of sub tenant under tenant
• 5 why analysis method in the problem management can be designed more efficiently rather than its designed now

Incentivized

The overall satisfaction is great and it offers great features. By expanding to using AI feature of Symphony Summit, we look forward to automate even ticket tracking and ticket resolution. The support provided by the symphony SummitAI team is also robust compared to industry standards and the team also conducts regular reviews to find out any dissatisfaction from the clients.

Incentivized

We originally tried Next Serice - We had a need to batch create work orders from a NetSuite Sales Order to a related work order - Our ServicePro development integration team was able to build this in our production environment, Next Service was not able to build this for us during our trial period with them.

Incentivized

The main reason for choosing Symphony Summit is the customization. We wanted to have a separate tool for our business unit. Compared to ServiceNow, which requires a license to approve a request, Symphony does not require a license. In addition, it is much easier to customize and scale.

Incentivized

• Positive ROI: Increased order fulfillment qty
• Positive ROI: Eliminated errors in our work order process
• Negative ROI: Limited visibility to track work order success rates, poor association of inspection to appointment record

Incentivized

• When rolled out in its entirety, SymphonyAI is expected to directly reduce the CTC of technical user support by 40%.
• SymphonyAI has dramatically improved user experience, helping NPS levels cross over 60%.
• It has been instrumental in deploying workflows to production by more than 50%.

Incentivized