Service Pro by MSI Data is an end-to-end, cloud-based field service management suite for automating field service work, including repair, preventive maintenance, installations, and inspections. Maximize the profitability of your field service operations with Service Pro by MSI Data. Give your service technicians the access and information they need to get work orders done right, the first time. Easily schedule, dispatch, and equip your field service technicians with a true mobile app that allows visual and written documentation of tasks and time even when offline. Give your back-office staff access to the most accurate data to observe labor utilization rates. Unlock visibility into areas you didn’t have before; identify key profit indicators, observe warranty claims, and optimize your business to collect the revenue you’ve earned.
Website
http://www.msidata.com/
Category
Suitable for enterprise
HQ Location
Milwaukee, WI
Number of Employees
69
Year Founded
2010
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Questions and Answers
See all questions and answers >Pros & Cons
The back-office scheduling tools are good
I love the scheduling Aspects and How the field can commincate with the office and vise versa.
Service Pro allowed us to have a more integrated system with scheduling and alerts, helping our overall process and flow. It also stored service reports, electronically giving us the ability to monitor work quickly and review easily.
The support and responsiveness of the MSI team and their ability to customize the application to fit our unique needs
When i need to find a contract for a site that a customer has multiple of them, I can go in the customer tab under the site. It has a link to the contract
The schedule! There are multiple filters to create a view for scheduling purposes so that you are only seeing the technicians in the area and the skill sets required to complete a work order. For example, I have 20+ technicians with different skill sets located all over New England and New York. I can filter the Tech Team which I have created by area such as CT, I can filter by skill set such as Ironer tech, and I can see the two technicians that would be the best option for that work order rather than having to look through all 20+ and try to recall who lives where and who has what skill. It makes scheduling so much more efficient.
MSI has diligently worked to understand our business and assist in crafting solutions we can use to manage and grow our business. We have experienced measurable gains in efficiency and expense reduction. We are communicating with our customer base at every touch point that is already leading to additional unit and support sales. When we are in development, we are not gouged for additional funding over minor changes and revisions. When we have experienced minor system operating hiccups, MSI has responded near immediately and expedited all patches and fixes.
The appointment software and the ability to upload documents and files for use in the field. The mobile software is easy to use and reference while in the field and hosts a wealth of information that can be used in the field. not only this, but the ability to tie information to a customer and separate the information and categorize by client site has been incredibly helpful in streamlining all overall processes, while cutting out a large amount of extra time searching for additional information and documentation.
Ease of use. The system is very intuative and self guiding in the use we use it for. The fact that i can build my own inspections on demand is awesome.
The way that "inspections" are set up is super strange. Some dependencies (like site addresses) are mandatory and critical but don't sync properly with our ERP. It's tough to customize the interface (e.g., hide unused fields). The "service request" feature is nearly unusable. There's no communication with the customer, the data doesn't display in the Customer Portal, and it's not available to query in BI. The integration to our ERP (NetSuite) is rather clunky.
The app for the field could be more user friendly and it freezes alot.
We have had issues getting upgrades that match up with previous capabilities and add more clicks It also appears to lower some visibility.
I cant say there is anything I dislike at this time
When searching in the contract tab it does not show the site.
The only complaint I have is that when our technicians do not have cell service or have poor cell service, we get sync errors, and because of this, we don't always get the emailed reports from them which is a step in our invoicing process. We have, however, found a workaround to catch these missing reports, so they do get invoiced, but that again is the one complaint I have. Even with this minor issue, I still highly recommend Service Pro.
I can honestly say nothing. We have other software vendors whom have shown themselves to be anything but a partner. They are a challenge to manage and I have never felt any sort of concurrency during planning, development, and implementation. The short comings I have felt with other software vendors has not ever been experienced with MSI.
The Calendar view, it loads slowly, and is incredibly difficult to look at for anything besides daily or weekly planning. Additionally, the filter used to filter techs via the schedule takes a fair amount of setting up to utilize correctly. from time to time there are minor errors, such as appointments not posting to the schedule, or appointments being copied, without an additional appointment being made. The filter that is currently utilized takes in consideration for teams, and skill specialties, but does not allow for utilization beyond that. This results in making it frustratingly difficult to look at certain field operatives on the schedule besides a one dimensional need. is it possible to include a way to filter techs similar to how you filter orders?
There really isnt anything i dis-like about the system. I have been using the system now for over 3 years.
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