Avis clients sur WorkWave Service

Totally great interface as well as being able to combine a lot of back office in the filed now.

Commentaires : In a nutshell it'll start saving on our fuel and fleet maintenance costs while streamlining a lot of the back office processes allowing them to focus on more income generating tasks.

Avantages :

Not only is the navigation (route optimization) so mu easier to do than other past platforms we wanted to be able to automate the "service complete" then it automatically bills the customer. Which was one thing our old platform didn't have.

Inconvénients :

I really can't say there's a con. It is a cloud platform so you must have internet/data connectivity to perform a lot of the "bells and whistles" which we had to go and update/upgrade 35 service folks mobile devices.

Powerful scheduling and invoicing software.

Avantages :

I like the flow within the program and the fact that it is web based eliminates a lot of downtime that you might experience from a local network program.

Inconvénients :

I would love to see POS functionality in a future update. To use this software in the retail store for cashing out products would be so great!

dont use workwave service is horrible

Commentaires : We spent days building a program for us with their people, when we launched it, nothing worked, and nobody cared to assist us, wasted all of that time working with them, a total waste of time.

Avantages :

Product works if you can find someone to help you, we were not successful at this because their back office staff does not know what they are doing

Inconvénients :

the service is absolutely horrible, good luck working with this company, you are on your own, and no one cares, no one

Get it in writing Read All the papers

Avantages :

Liked the program for scheduling and changing of workers in the system

Inconvénients :

You can ADD user at Anytime - since they make more money they are happy to help add and charge more BUT when you want to downsize how many users it will cost you. I know I asked about this and was told we can change user amounts anytime. However was not told it will cost. I understand cancelling the contract needs notice but to change how many users can use can be done for a COST to lower BUT not to raise. Seems not fair to the customer Will be changing programs

There are way better options than WW

Commentaires : It was great when I first started using a FSM, but as our needs grew the value fell. My overall experience from beginning to present is Okay.

Avantages :

I like the global search function, the dispatch view, and the scheduling workflow.

Inconvénients :

There are many. I don't like the functionality of the team assignments in the dispatch view, customers cannot leave tips, it's complicated to adjust invoices, lack of notification of text messages being received, one-way text messaging, limited abilities with customer-facing communications (text and email), their contracts automatically renews if you don't email them a written letter 60 days in advance.

Disappointed in the business practices

Commentaires : Need a CRM for our sales team and was recommended this service by a digital document company. The service itself is not a CRM tool, however not being an expert in the field (made this clear with the sales rep) I was told it could work as an easy CRM. This would be our first CRM tool. They have you sign a contract then wait a week to train you on the software (I'm assuming this way there's a minimum of more than 3 days before you actually get to touch the software to see if it actually fits your needs). After one training course and starting another both myself and the trainer agreed this is not the proper software for our needs. No biggie, sometimes you don't know till you touch something. The problem is billing. They're trying to force me to pay the entirety of the year contract for a software both myself and multiple others in workwaves company agreed is a bad fit for our needs. They still haven't refunded prior payments and haven't officially let us out of the contract. It's been nearly two months and still waiting and they're still charging our card. We don't care that the software wasn't a fit (wish the sales rep would have told us this ahead of time, he tried to make it work but the software just isn't what we need). The problem is that although we all know it's a bad fit they're trying to say essentially, "yeah this won't help your business but we're still gonna charge you cuz we can haha, sucks to be you." I've used this exact verbage with them and they say they

Avantages :

Seems like there could be a decent use for this product in certain companies, just not for ours after getting to learn it a little bit

Inconvénients :

Was sold this product as a CRM which it is not. We have zero use for the product and have made that clear. Although their team is in agreement that their software doesn't fit our needs they are still trying to charge us and force our contract, thus the reason for the review ratings

Horrible customer service

Commentaires : Very disappointed with every customer interaction

Avantages :

It works if you have a team of people to operate

Inconvénients :

It’s horribly expensive and they never talk to you unless to charge you

Software is not keeping up with industry requirements in Lawn Spray businesses.

Avantages :

It is overall a good program for running a lawn spray business. It does most of what you expect for the price you pay.

Inconvénients :

It is costly per user. We need changes made to software to help with NY reporting requirements, that should be easy to program, but support seems to not include this feature.

Dishonest Company

Commentaires : Horrible company. They misrepresent their software capabilities to get you to sign a contract. After signing you up, they ghost your calls and emails. The salesperson doesn't respond to any communication whatsoever. They continue to send threatening emails about payments and acceleration of contract despite cancellation of agreement within 24 hours. Really is a scam company, what a joke.

Avantages :

There were no "pros" with WorkWave. They misrepresent their product to entice you to sign a contract prior to actually gaining access to the application. Once you realize that the software is worthless, they attempt to extort you to pay them.

Inconvénients :

As witnessed by multiple reviews, WorkWave does not do what they say it will do. The mobile app doesn't work for anyone. There are no marketing features built in to the service offering at all. This was represented as a feature during the sales presentation.

Zero customer support after sale

Commentaires : This is the most unprofessional money hungry company ive ever seen in my life.

Avantages :

The lady who did the training was pleasant

Inconvénients :

Where to begin, software support is nearly nonexistant, right off the bat we incountered a problem importing clients, it took 21 DAYS TO FIX !! the account admin ignored our emails, and was rude. and in the end after trying to cancel multiple times and being ignored we were told that we are now locked in a year contract for $3000. i mananged to get the software somewhat functional for 4 hours of this time.

update from old Service CEO to the new Workwave version

Commentaires : so far this product has been a great choice

Avantages :

We like the customer support and ease of transition

Inconvénients :

We are still very new to the application. I am concerned a little bit about the billing integration with quickbooks.

Too many issues to address

Commentaires : Not very good the last couple years. we have had them since 2004 when it was Real green

Avantages :

Customer information is in depth and lots of data to pull from, if you know where to look for it

Inconvénients :

payment processing. You can not see who paid on the day they pay. you have to wait until the next day and it doesn't show up on their account for a week? That is sub standard and a big glitch in your system just to name one.

Shockingly terrible product and company

Commentaires : This is the worst professional experience I've had in my life. It truly amazes me how ridiculously poor the company and product perform.

Avantages :

There are no redeeming qualities about this company or product, it is worse that burning the dollars you spend on it

Inconvénients :

Everything, this company is shockingly terrible, impressively dysfunctional, and has amazingly terrible customer service. I am truly shocked by their incompetence.

Poor customer support in critial issues

Commentaires : Since the triansactions actually processed, the customer's bank account was charged $4,500. It took weeks to be able to credit the customer. We were charged merchant fees for all transactions and after four months sitll have not been reimbursed.

Avantages :

The software has many features though many are not yet ready for use. The system appears to have been brought to market too soon.

Inconvénients :

The softwares features have numerous glitches including:1) Rounding to Quickbooks is inaccurate so the syncing of many transactions fail and must be individually edited within Quickbooks to resolve. Many a day fail so a business of any size has considerable work to perform to properly sync Quickbooks.2) We process merchant payments including ACH through Workwave Team Light. There is presently no way to reconcile amounts that are deposited into my bank with the transaction amounts. Since most ACH deposits are batched I have little idea if it is accrate.3) Customer portal payments often appear to fail from a customer perspective so many customers retry the process resulting in double payments on invoices. From our end both payments are acknowledged but the second payment is identified as a credit. Since the credit is on the same invoice paid the first time the credit hangs in limbo and not able to be applied to a customer balance. Then future invoices ignore the credit resulting in disgruntled customers. We have are not informed when these dupicate transactions occur so only our monthly reconciliation catches them that we then have to tell the customer, often after hearing from them first. I have many communications with the company to reconcile these overpayments. It has been four months since initially occurring without resolve.5) One of the above payments was for $1,500. The customer tried three times to pay. From their perspective they all failed.

Alone

Commentaires : Terrible. Cannot wait to find a new service. They may have recently moved to new management, but these issues are deep and after 6+ months with the system and virtually no support there is little faith that the company can correct course. The system looked promising, but when adapting to our particular business model and without their guidance (we are not a tech company) it is a business time sunk. Time is money and this system costs.

Avantages :

Linking to accounting software relatively smoothly. Management of jobs and schedules works as expected.

Inconvénients :

NO customer support. All of our office team has struggled to get help or answers from anyone at WorkWave. They are no where to be found and when they pop up in email (because phone calls are not happening) they make you reiterate the issue each time. We currently have a situation that there have been over 20 emails and no resolution. We have repeatedly requested phone contact. They have taken money from us in error for a dispute 2 times (yes, one dispute = 1 deduction). Explanations and photo proof have been sent 20 times and they still have not fixed the situation and are still questioning, even after I got the trace id and system id information from our bank. I WOULD NOT RECOMMEND. You can mess things up, but don't mess with peoples money and correct things when they go wrong.

Just want your money

Commentaires : Buyer beware if you ever decide to stop the service. They will ignore you.

Avantages :

Effective but now too costly to justify the service.

Inconvénients :

Cancellation is impossible, they continue to take money without authorization. Had to close my back to stop them.

User Friendly Scheduling Database

Commentaires : The fact that the web based program integrates with my tech mobile app is amazing. We can close completed work orders for our revenue report in house and bill accordingly.

Avantages :

The ease of set up, Work Wave setup team migrated our database for us. They set up multiple sessions for training and was so helpful and professional in teaching us the working of this program. They even set up additional sessions of basic training when we lost the employee that was first trained on the system. H2O Systems is very grateful for the communication and recovery of lost knowledge due to an employee termination and new users inexperience with the program. We are looking forward to using the program to its fullest capabilities because going forward with new employees we have not implemented all of the software's capabilities. The great thing about Work Wave is that it can be used in any level a company can handle. Even with the limited capabilities we have now with our new employees, we have not missed any scheduling or invoicing. Thanks to Work Wave customer support our scheduling is still true to form.

Inconvénients :

The fact that we have 6500 customers and wanted to just integrate for this program 850 customers for one of our divisions. We have multiple divisions and multiple employees that have single division responsibilities. When we first came aboard, Work Wave migrated our total Quickbooks list. This created a nightmare for my single division employees. We had to manually enter the specific customers for that single division. It was easier this way than having the task of picking out of the giant list. After we completed this task the program was so much easier to navigate.

Don't sign monthly contracts as you will pay for every month even with no service what so ever

Commentaires : Waste of money and time -- Once again I knew initially that signing a 15 month contract could go sideways with a large corporation. I really regret paying them $2250 plus tax for a service I did not use or couldn't get any support for at all. Total waste of money, time and effort and a total lack of respect to a paying customer.

Avantages :

What it should have been able to do as far as managing our small service business

Inconvénients :

the time zones are not catered to at all. There is a three hour time difference so if you didn't comply to there service times you just don't get service. We feel that they didn't keep up to what we were sold by the sales person. Also after I worked with their salesperson and then signed their long legal form the employee that sold me the program quit his employment and the company gave us another sales rep. The way we do our bids is much different than what their program has available and I addressed that with the sales person which told me there is a work around. -- The work around - is me buying more software in order for our method of providing proposals to work with their software system. We lost a lot of time trying to make this software work --- Bottom line is they are a huge company with lots of employees that could care less as I have my work request and emails docs available to show the lack of response they have following through. Plus because of the current climate where there is no one to hire to expand or grow a small service business we have made the decision to just move on from this taxing experience and asked them if we could not pay the additional months on the contract we signed seeing's how we never used it. They would not release us from their monthly contract which we never used at all. This is the type of company they are. Be mindful of signing into any kind of monthly contract.

DO NOT USE THIS PROGRAM

Commentaires : They used to charge for every call to tech support but after complaints that was changed. Now tech support says just do this to fix it and then days later you get an invoice from someone else saying, oh by the way that’ll cost you money. They are terribly trained and the only customers that matter to them are the big guys. If you are medium or small you are chop liver.

Avantages :

It seemed user friendly and like it would streamline our business. It has a lot of useful features if you can find them when you need them.

Inconvénients :

Everything is hidden in places you wouldn’t expect it. Learning it takes forever. They don’t adjust to modern life. Inputting customers you don’t even have enough space to put in long names or husbands and wives. You can’t search your customers intuitively or at all. The search functions bring up random answers that are counterintuitive. You can’t update the tables yourself. There are important, regulatory tables that you have to pay them $200 to update or be out of compliance with the county or state government. They are a racket. Simple functions that should just be buttons are hidden away so they can nickel and dime you to death. They seek you on how much easier it’ll be with their program, and once they have you then you discover it is only easier if you pay for 5 different upgrades. These upgrades each have something you need or want but they are bloated with things you don’t need so they can charge you more. Other issues are things like we have a scheduling lock feature that doesn’t always work but that isn’t importer enough to fix. Pathetic program.

An easy way to keep track of day to day scheduling

Commentaires : It has been good. One thing that is troublesome, although it doesn't happen too often, is when I can't access the program because it is all web based. I basically have no control of whether or not I can access my calendar if they go down.

Avantages :

I like that I can put in customers and keep track of them on a day to day and week to week basis.

Inconvénients :

I don't like how it integrates with Quickbooks, FOR ME. It would probably work great for another type of company OR if someone doesn't have to change pricing mid step like we do sometimes.

Read the Reviews before you sign a contract.

Commentaires : We are so bogged down with this system. The word that our staff uses for the WWS system is it just feels clunky. Rather than making our life easy and more efficient we are feeling bogged down and spending more time. We expected a learning curve up front, but wow! All we have done is spend time and money on a software that is not fully developed. Shame on WWS for taking the investment of our time and money for their gain. This company should not be able to operate like this!

Avantages :

We used Service CEO for 9 years. We decided to make the switch to Work wave service when we were told CEO was being sunset product and not supported. We were told the transition would be smooth.

Inconvénients :

All of the migrated data that came over from CEO we have had to delete and re-enter. WWS and CEO are not compatible software systems. The software is only 2 years old and WWS staff often reminded us of that stating "WWS is still young and working through development." There is no front end sales system built out. The claim they are 6-8 months out before the front end is built out. Why did someone not interview us in the beginning asking what our needs are and tailor our training to our business? Why have we got to this point just to find out the system is not built to manage estimates? The part that is most upsetting is after wasting hours of our staff's time and money on the software they will not let me out of our contract, and we are still getting charged for a product we are not using.

Extremely Poor Business Practices

Commentaires : I will never do business with Work Wave again. Although I believe that they are attempting to fill a niche in the marketplace in pricing and product, unless they address the fact that nothing is more important than customer service and sometimes that means realizing that your customers may be facing tremendous difficulties beyond their control and it is no longer about collecting your monthly fees from that customer but doing the right, kind and decent thing. We in the service business who have the opportunity to look at their customer's in the eyes each appointment and can often see hurt, pain and sorrow & have the opportunity to be caring to them. In comparison to companies whose employees sit in an air-conditioned building, have meetings around tables talking about sales goals and marketing hype. But if it was not for WW's real customers out in trucks each day, trying to make a living against the odds in the snow and heat, WW would not be in business. So when one of us is hurting, WW should care.

Avantages :

I wanted to give the "newer" guy on the block my business and I liked many of the features promised by our salesperson.

Inconvénients :

Virtually at the moment, we signed up for an annual contract with Workwave, monthly contracts are the industry norm, my business partner had a near death experience due to a hospital error. WorkWave was one of many service providers I contacted and requested a revision or cancellation of our accounts. Note: We to date have not been through the WW training, therefore the only investment they have in our account is their tech support attempted to help me load my QB .csv customer file into WW. WW never offer any kind words of support or concern to me or my business partner during my interactions. Our answering service, MoneyPenny, gave us one year of FREE service. WOW! WW offered to delay three months of billing and extend the contract by three months. When my business partner was not recovering, as rapidly as the doctors had hoped, I again contacted WW and requested another extension of our contract and billing. We had zero funds coming into our company and mounting medical bills. The WW reps in two departments again offered neither options to me and nor kindness to me. When I read the new CEO's wonderful letter requesting ideas, I wrote to him requesting his review of this policy and offered the suggestion of one company with whom I do business. They reduced our monthly bill to $15.00/month to keep our account active. To the CEO's credit, he did respond to my letter and very nicely told me there would be no adjustment to their policy.

AVOID THEM! THEY MISREPRESENTED THE PROGRAM FEATURES

Commentaires : HORRIBLE. See above.

Avantages :

They bought out my previous software (Service CEO), so I thought they would understand my history and needs. Unfortunately, they seem completely unfamiliar with ServiceCEO's features (asked for screenshots of how the program worked)

Inconvénients :

They (IT department and sales) gave me completely inaccurate information about the program features. I made it VERY clear before starting with them that they had the capability to calculate payroll as did my previous program. IT assured me that it did. I this confirmed with sales, and they assured me that it did. So I signed the yearly contract even though this is the ONLY scheduling software program (that I can find) that charges a yearly contract rather than month by month. During onboarding, I was learning how to figure payroll, and they apparently found out at the same time I did that the program does NOT figure payroll! It can't pay commission, it can't pay tips, it can't pay training pay, it can't pay vacation pay, it can't pay bonuses! How do you market a software program for service business that doesn't at the minimum even have the capability to pay tips!? The WORST part (after wasting $$s and 100s of hours on onboarding) is that they indicated they would let me out of my contract, BUT THEY KEEP CHARGING ME! They deleted my files but KEEP CHARGING ME! I am currently in a dispute with them and my credit card company.

Unethical billing practices

Commentaires : Deceptive and unethical billing practices. They over billed me by thousands and nobody cared, even after acknowledging the mistake. I had to call the bank and put a stop payment and flag them for fraud to prevent future billings on my credit card. For a business that outsources customer service this is very ironic.

Avantages :

They have a lot of phone operators on staff to answer calls and you'll never miss a lead.

Inconvénients :

I had to contact their billing department 17 times before I was issued a refund of several thousand dollars. Do not give this company your credit card under any circumstances. Nobody who works there takes responsibility. This is the Comcast of field service software.

Excellent Sytem

Commentaires : WorkWave is an excellent product with awesome support. We are a well known cleaning company in the Phoenix area. The transition and migration from our old platform to WorkWave took some work but in the end we are very pleased to be using WorkWave and being part of the WorkWave family of customers.

Avantages :

We were one of the early adopters of WorkWave once we learned that there were no more updates to ServiceCEO. WorkWave is an excellent software platform to run our business. The product is an online solution that has proven to be very stable. One major benefit of WorkWave is that we can access the system from anywhere. Being an online solution to us means no more entire vacations ruined because our software has crashed locally. Another benefit of WorkWave is that it is very intuitive and easy to use. There is ample support documentation. Also, the WorkWave support staff has always been very knowledgeable and quick to resolve problems and answer questions.

Inconvénients :

In the past there has been some confusion regarding new enhanced platforms (Professional and Enterprise). We upgraded to the Professional platform to get additional reporting and communications capabilities. The additional features of the Professional version for us do not increase or automate some of our communications functions as we had hoped.