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ServicePro

ServicePro

Overview

What is ServicePro?

ServicePRO is an enterprise-grade service desk software that aims to automate the entire lifecycle of service requests to enhance customer support. It's a versatile solution available both as a cloud-hosted offering and on-premise installation, which provides complete visibility into organizational...

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Learn from top reviewers

Good out of the box functionality - Not built for heavy customizations

Rating: 6 out of 10
November 1, 2023
IncentivizedVetted ReviewVerified User
We use it primarily for field service management and have a mobile app or our technicians to log the outcome of work orders, as well as manage scheduling.
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Verified user
Engineer
ServicePro3 years of experience
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Pricing

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ServicePro

ServicePro

N/A
Unavailable

What is ServicePro?

ServicePro is an IT service management solution that can be hosted on-premise or deployed through the cloud. It includes features such as change, incident / task, and project management.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

Alternatives Pricing

Vision Helpdesk

Vision Helpdesk

$8
per month
What is Vision Helpdesk?

Vision Helpdesk, which started in 2005 as a simple help desk software has evolved into three customer service and IT support management tools. Help Desk Software - A multi-channel help desk software that allows users to manage customer communication across various channels like email, web portals,…

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

$10
Starting Price Per Month
What is ManageEngine ServiceDesk Plus?

ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.

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Product Demos

ServicePRO-Online - Bar coder Fire Extinguisher Demo

YouTube

ServicePRO Online Apple Product Demo - Pest Control

YouTube

ServicePRO Online Andriod Product Demo - Pest Control

YouTube

ServicePRO Online Siteplan Demo - Pest Control

YouTube

ServicePRO-OnLine change a Site Plan on the Android Tablet

YouTube

ServicePRO-OnLine Bar Coding on the Samsung Note

YouTube
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Product Details

What is ServicePro?

ServicePRO is an enterprise-grade service desk software that aims to automate the entire lifecycle of service requests to enhance customer support. It's a versatile solution available both as a cloud-hosted offering and on-premise installation, which provides complete visibility into organizational operations while maintaining security requirements. ServicePRO caters to various industries such as healthcare, logistics, utilities, local/state/federal government institutions with its comprehensive set of features.

ServicePRO offers several key benefits; its high configurability and customization options enable organizations to tailor their workflows in line with unique business processes. The tool's rich feature set ensures maximum productivity at an optimal cost point compared to similar enterprise-scale service desk systems in the market. Notable features include automated email updates, ITIL workflow configuration, collaboration via quick messages, role-based user access permissions along with support for custom reports using queries/charts/dashboards.

Moreover, ServicePRO Web grants users flexibility through self-service portals where they can look up knowledge base articles or review request status either using mobile/desktop browsers. Additionally, customers can leverage AI-powered chatbots/Virtual Assistants placed directly on the corporate website or within self-service portals for quicker issue resolution without involving human intervention. Finally, developers have also been considered by providing Application Programming Interfaces (API) & Software Development Kit (SDK) for further customization hence making ServicePro a true end-to-end solution catering to every aspect of your organization’s needs.

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Comparisons

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Reviews From Top Reviewers

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

ServicePro solves various business problems faced by users, including the need to keep a record of common issues and requests raised by employees. According to users, the program's ability to integrate with day-to-day activities streamlines case resolution processes, resulting in cost savings and better time management practices. ServicePro also helps users to identify habitual problem areas and address them directly, thereby increasing business process efficiency for the help desk team.

The standardized layout of ServicePro and its macro functionality make it easy to use on a daily basis. By allowing for the creation, documentation, and closing of task tickets with ease, users note that they can handle more tickets more quickly than before. Additionally, the detailed account history feature is particularly useful in resolving ongoing customer issues. Overall, users find that ServicePro provides greater transparency when dealing with management and end-users alike while ensuring a smoother workflow for all parties involved in managing tickets and resolving customer issues.

Workflow efficiency: Users found that ServicePro simplifies the process of requesting work and enhances the efficiency of workflow, allowing them to complete all requests in one place while saving time and effort. Many reviewers expressed satisfaction with the automation process and routing features which made their task management more efficient.

Ease-of-use: Reviewers appreciated that ServicePro is easy to use, even for those who are new to it. They found the user interface to be intuitive, making it easy to navigate and complete tasks quickly. Several users also liked that it supports cloud platform accessibility from anywhere.

Customization options: The customization options offered by ServicePro impressed many users who found it easy to configure alerts, canned responses, and categories among others. Some customers praised the platform's ability to allow for expansion by adding additional categories based on dashboards which gave them a clear view of what needed attention.

Confusing UI: Some users have reported that the user interface of ServicePro is confusing and could be improved to make it more intuitive.

Slow Performance: Several reviewers have mentioned that the software can be slow, particularly when additional features are added.

Limited Functionality: Many users feel that ServicePro's industry-specific nature limits its usefulness in broader contexts.

Users commonly recommend the following improvements for this software:

  1. Provide training to help users understand how to navigate the system and prioritize fields.
  2. Treat ticketing as a major source for business, emphasizing its importance for effective customer support.
  3. Consider HTML 5 implementation and request demos of this product and other alternatives before making a purchase decision.

In addition, some users express their satisfaction with this software, stating that it is the best they have used and better than their current software, ServicePro. However, others highlight the need for better support and suggest considering alternative help desk software options available in the market.

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(1-1 of 1)

Good out of the box functionality - Not built for heavy customizations

Rating: 6 out of 10
Incentivized
November 01, 2023
Verified User
Engineer in Information Technology
Media Production Company, 51-200 employees
Vetted Review
Verified User
ServicePro
3 years of experience
Use Cases and Deployment Scope
We use it primarily for field service management and have a mobile app or our technicians to log the outcome of work orders, as well as manage scheduling.
Pros
  • Mobile Application
  • Job Scheduling
Cons
  • 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
Likelihood to Recommend
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.
ServicePro Feature Ratings
Incident and problem management (7)
71.42857142857143%
7.1
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Service restoration
70%
7.0
Self-service tools
50%
5.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
80%
8.0
ITSM reports and dashboards
60%
6.0
ITSM asset management (2)
85%
8.5
Configuration mangement
80%
8.0
Policy and contract enforcement
90%
9.0
Change management (1)
80%
8.0
Service-level management
80%
8.0
Return on Investment
  • 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
Alternatives Considered
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.
Other Software Used
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