Service Fusion
By Service Fusion
1. Initial Consultation and Planning
Needs Assessment: The process begins with an initial consultation where the Service Fusion team assesses the specific needs and requirements of the business.
Customization Planning: Based on the assessment, a customized implementation plan is developed to tailor the software to the business's unique workflows and processes.
2. Data Migration
Data Collection: The business provides necessary data, such as customer information, job history, and inventory details.
Data Import: Service Fusion's team assists in importing this data into the new system, ensuring accuracy and completeness.
3. System Configuration
Customization: The software is configured to match the business's operational needs, including setting up user roles, permissions, and custom fields.
Integration: Integration with other existing systems (e.g., accounting software, CRM) is performed to ensure seamless data flow.
4. Training
User Training: Comprehensive training sessions are conducted for all users to familiarize them with the software's features and functionalities.
Admin Training: Additional training is provided for administrators to manage and configure the system effectively.
5. Testing
System Testing: The configured system undergoes rigorous testing to identify and resolve any issues.
User Acceptance Testing (UAT): End-users test the system to ensure it meets their needs and expectations.
6. Go-Live
Final Preparations: Any final adjustments are made based on feedback from the testing phase.
Launch: The system goes live, and the business starts using Service Fusion for its daily operations.
7. Post-Implementation Support
Ongoing Support: Service Fusion provides ongoing support to address any issues and ensure the system continues to meet the business's needs.
Updates and Enhancements: Regular updates and enhancements are provided to keep the software up-to-date with the latest features and improvements.
Timeline
The entire implementation process typically takes between 4 to 6 weeks, depending on the complexity of the business's requirements and the extent of customization needed. This timeline includes all phases from initial consultation to post-implementation support.For more detailed information, you can visit the Service Fusion website.
1. Custom Fields and Documents
Custom Fields: Service Fusion allows users to add custom fields to various forms and pages. For example, users can add custom fields to the Service Request form by replacing service metadata, editing the page, and changing REST API calls to include the new fields.
Custom Documents: The software supports the creation of fully personalized single or multi-page proposals, estimates, work orders, and invoices. This feature is particularly useful for HVAC, plumbing, electrical, handyman, and other home services companies.
2. Integration with Other Applications
AppyPie Connect: Service Fusion can be integrated with other applications using AppyPie Connect, an AI-driven integration platform. This allows businesses to automate workflows, reducing manual data entry and improving data accuracy and security.
Zapier: Service Fusion integrates with over 6,000 apps on Zapier, enabling users to automate tasks and workflows without needing to write code. This includes creating custom triggers and actions to move data between Service Fusion and other applications.
3. Reports and Analytics
Custom Reports: The Reports Center in Service Fusion allows users to create highly customizable reports. Users can select specific fields, set date ranges, and group data by various criteria such as customer, service tech, or products/services.
Real-Time Reporting: Integrations with platforms like Databox enable real-time tracking of new jobs and other data points, ensuring continuous updates without manual intervention.
4. Workflow Automation
Automated Functionality: Service Fusion leverages automation for various business processes, including invoicing and payment processing. This helps improve efficiency in financial transactions and customer service.
Custom Workflows: The software supports the creation of custom workflows tailored to the specific needs of the business. This includes setting up custom job statuses, estimating statuses, and integrating with other business tools for seamless operations.
'
5. User Roles and Permissions
User Roles: Service Fusion allows for the customization of user roles and permissions, ensuring that different users have access to the functionalities they need while maintaining security and control over sensitive data.
6. Customer Management
Customizable CRM: The software offers a centralized customer management system that can be customized to track multiple customer contacts, service locations, communication preferences, and referral sources. This helps businesses manage customer interactions more effectively.
7. Scheduling and Dispatching
Custom Scheduling: Service Fusion provides tools for managing scheduling and dispatching, including drag-and-drop functionality for shifting job times and sending job information to field workers via text or call. This can be customized to fit the specific scheduling needs of the business.
8. Integration with Financial Tools
QuickBooks Integration: Service Fusion integrates with QuickBooks, allowing for automatic synchronization of invoice data and other financial information. This integration helps keep the accounting system up-to-date and reduces manual data entry.
9. Custom Estimate Options
Flexible Estimates: The software allows for the creation of up to five estimate options, which can be converted into jobs with a single click. This flexibility is beneficial for businesses that need to provide multiple pricing options to their customers.
10. Custom Triggers and Actions
Pricing Plans
Service Fusion offers three main pricing plans:
Starter Plan: $165 to $195 per month
Plus Plan: $250 to $295 per month
Pro Plan: $420 to $495 per month
These plans include various features such as customer management, estimates and jobs, scheduling and dispatching, QuickBooks integration, invoicing, payment processing, project management, reporting, and text messaging alerts.
Additional Costs
1. Setup Fees
Setup Fees: Service Fusion does not explicitly mention any setup fees provided. However, the cost structure primarily revolves around monthly subscription fees, and there is no indication of one-time setup charges.
2. Maintenance and Support Charges
Support Options: Service Fusion offers various support options, including email/help desk, FAQs/forum, knowledge base, phone support, and chat. These support services are included in the subscription plans, and there are no additional charges for standard support.
Maintenance: Regular maintenance and updates are part of the subscription service. Service Fusion continuously updates its software to improve functionality and address any issues, and these updates are included in the subscription cost.
3. Add-On Features
Service Fusion offers several add-on features that come with additional costs:
GPS Fleet Tracking: This feature is available as an add-on and requires the purchase of GPS units. The cost is a per unit/per month subscription, which is not included in any of the standard subscription tiers.
Custom Documents: Creating custom documents such as proposals, estimates, work orders, and invoices can incur additional charges. These documents can be tailored to the business's specific needs.
Inventory Management: This feature is available as an add-on and includes job costing, batch assignment, and scheduling.
ServiceCall.ai: This is a VoIP and call-tracking solution built specifically for service contractors. It combines the power of VoIP, artificial intelligence, and field service experience and is available as an add-on.
FusionPay: Payment processing through FusionPay incurs additional transaction fees. ACH transfers are charged at 1% per transaction, and credit card fees vary depending on the subscription plan.
4. Discounts
Training Sessions
Service Fusion provides a structured training program divided into five distinct sessions, each targeting different aspects of the software:
SF 101 - Administrative System Training
Audience: New administrators of the system.
Content: Covers all "My Office" settings, setting up a customer, and navigating customer profile fields.
SF 201 - Work Flow Training
Audience: Dispatchers, back office power users.
Content: Includes creating jobs/estimates, scheduling, dispatching, invoicing, taking payments, and using the Service Fusion Worker App.
SF 301 - Tech Training
Audience: Field technicians.
Content: Focuses on the Service Fusion Worker App and its functionality for field use.
SF 401 - Module Specific Training
Audience: Role-specific users such as dispatchers.
Content: Deep dives into various aspects of Service Fusion not covered in other training videos. For example, a dispatcher might learn both SF201 and the dispatch and calendar functionalities in SF401.
SF 501 - FusionPay Training
Audience: Users involved in payment processing.
Content: Detailed training on receiving payments, covering both back office and field worker app functionalities.
Support Options
Service Fusion offers multiple support channels to assist users:
Knowledge Base
Content: Comprehensive articles and guides on various topics, including how to reset passwords, create and manage customers, and create custom fields.
Access: Available 24/7 through the Service Fusion website.
Email/Help Desk
Contact: Users can email support at[email protected]for assistance.
Phone Support
Contact: Users can call (888) 902-0304, Option 2, for immediate support.
Chat Support
Availability: Real-time chat support is available for quick assistance.
FAQs/Forum
Content: Frequently asked questions and community forums where users can find answers to common issues and interact with other users.
Instructor-Led Training
Format: Live online classes and webinars conducted by instructors.
Content: These sessions cover various aspects of the software and provide an interactive learning experience.
Video Tutorials
Content: Service Fusion offers a range of video tutorials on their YouTube channel, covering topics such as workflow demonstrations, job creation, and scheduling.
Additional Resources
Service Fusion Blog: Provides insights and guides on implementing field management software, ensuring smooth transitions and effective use of the platform.
Data Encryption
Encryption at Rest and in Transit: Service Fusion ensures that data is encrypted both at rest and in transit using industry-standard encryption protocols such as TLS 1.2. This helps protect data from unauthorized access during storage and transmission.
Access Control
Role-Based Access Control (RBAC): Access to data is managed through role-based access control, ensuring that only authorized personnel can access sensitive information. This includes setting up user roles and permissions to restrict access based on job responsibilities.
User Authentication: Strong authentication mechanisms are in place to verify the identity of users accessing the system. This includes password policies and possibly multi-factor authentication (MFA).
Data Integrity and Confidentiality
Data Processing Agreements: Service Fusion has data processing agreements in place to ensure that data is handled in compliance with relevant regulations and standards. This includes measures to maintain data integrity and confidentiality.
Regular Audits: The platform undergoes regular internal and external audits to ensure compliance with security standards and to identify and mitigate potential vulnerabilities.
PCI Compliance
Payment Card Industry Data Security Standard (PCI DSS): For FusionPay customers, Service Fusion adheres to PCI DSS requirements to securely store, process, and transmit cardholder data. This includes completing a Self-Assessment Questionnaire (SAQ) and providing an Attestation of Compliance (AOC) annually.
Incident Management
Service Fusion releases major updates to its software every quarter (approximately every 3 months). These quarterly updates typically include significant new features, enhancements, and improvements based on customer feedback and industry trends.
Quarterly Update Process
Test Preview Environment: Before rolling out the quarterly update to production environments, Service Fusion first applies the update to a designated test/preview environment for each customer. This allows customers to review the changes and test the new features in a non-production setting.
Update Notification: Service Fusion sends out advance notifications to customers, informing them about the upcoming quarterly update and the changes it will bring. This notice is typically sent a few weeks before the scheduled update, giving customers ample time to prepare and allocate resources for testing and review.
Maintenance Window: During a pre-defined maintenance window, Service Fusion applies the quarterly update to the customer's test/preview environment. The duration of this maintenance window can vary depending on the scope of the update.
Customer Testing and Review: Customers have a specific timeframe (typically a few weeks) to thoroughly test the updated software in their test/preview environment, identify any issues, and provide feedback to Service Fusion.
Production Update: After the testing and review period, Service Fusion schedules a maintenance window to apply the quarterly update to the customer's production environment. This update is typically scheduled during off-peak hours to minimize disruptions.
Post-Update Support: Service Fusion provides dedicated support and resources to assist customers with any issues or questions that may arise after the production update.
While the exact timeline may vary, the entire process for a quarterly update typically takes around 4-6 weeks from the initial notification to the production deployment.
Weekly Maintenance Packs
In addition to the quarterly updates, Service Fusion also releases weekly maintenance packs (WMPs) that include bug fixes, minor enhancements, and security updates. These WMPs are applied to both test/preview and production environments during scheduled maintenance windows.
Controlled Update Process
Service Fusion follows a controlled update process to ensure minimal disruption to customers' operations. Updates are first applied to test/preview environments, allowing customers to thoroughly test and provide feedback before deploying to production.This approach helps identify and address any potential issues before they impact live systems.
Continuous Improvement
Service Fusion's update process is designed to continuously improve and enhance the software based on customer feedback, industry trends, and emerging technologies. The regular cadence of updates ensures that customers have access to the latest features, bug fixes, and security enhancements, enabling them to stay competitive and efficient in their field service operations.
By following this structured update process, Service Fusion aims to provide a seamless and controlled experience for its customers, minimizing disruptions while delivering new capabilities and improvements to its field service management software.
Data Ownership
As per Service Fusion's Terms of Service:"As between Company and Customer, all title and intellectual property rights in and to all electronic data or information submitted to and stored in the Service that is owned by Customer ("Customer Content") is owned by Customer."This clearly states that the customer retains ownership of all data and content they upload or store within the Service Fusion platform. Service Fusion does not claim any ownership rights over the customer's data.
Data Portability
While Service Fusion does not explicitly mention data portability in their public documentation, they do provide mechanisms for customers to export their data from the platform:
Export Pipelines in JSON Format
Service Fusion allows customers to export pipeline configurations in JSON format, which can be useful for moving pipelines between environments, upgrading to new versions, or troubleshooting.
Backup and Restore APIs
Service Fusion provides REST APIs that allow customers to backup and restore various types of data within their instance, such as plugins, pipelines, connections, secure keys, and preferences.
However, it's important to note that operational history like run records, logs, metrics, and lineage cannot be restored through these APIs.
Data Retention Policy
As per their Privacy Policy, Service Fusion retains customer data until the original purpose is fulfilled or as required by law for audits, legal obligations, or resolving disputes. Customers can request to access, review, correct, modify, or delete their personal data by contacting Service Fusion.
Upgrading Your Subscription
Upgrade Process:
Within the Platform: Users can upgrade their subscription tier directly within the Service Fusion platform. This can be done by navigating to the relevant section in the account settings and selecting the desired upgrade option.
Email Request: Alternatively, users can email[email protected]with their company name and the desired upgrade tier. The support team will process the request and confirm the upgrade.
Features and Add-Ons:
Upgrading to a higher tier unlocks additional features and capabilities. For example, moving from the Starter plan to the Pro plan includes advanced features such as integrated voice and text, open API integration, custom documents, eSign documents, and more.
Users can also add specific features like GPS fleet tracking, job photo uploads, inventory management, job costing, and more by contacting the billing department via email.
Billing Adjustments:
The billing for the upgraded plan will be adjusted accordingly, and users will be charged the new rate from the next billing cycle. If the upgrade is done mid-cycle, the charges may be prorated based on the remaining days in the current billing period.
Downgrading Your Subscription
Downgrade Process:
Email Request: To downgrade, users need to email[email protected]with their company name and the desired lower subscription tier. The support team will handle the request and confirm the downgrade.
Within the Platform: Some downgrades can be initiated directly within the Service Fusion platform, similar to the upgrade process.
Feature Adjustments:
Downgrading to a lower tier will result in the loss of certain advanced features that are only available in higher-tier plans. Users should review the features included in each plan to ensure that the lower tier meets their operational needs.
Billing Adjustments:
The billing for the downgraded plan will be adjusted to reflect the new rate from the next billing cycle. If the downgrade is processed mid-cycle, the charges may be prorated based on the remaining days in the current billing period.
Adding or Removing Add-Ons
Adding Add-Ons:
Users can add specific features or services, such as GPS fleet tracking, job photo uploads, inventory management, and more, by emailing the billing department with their company name and the desired add-ons. The support team will confirm the addition and adjust the billing accordingly.
Removing Add-Ons:
To remove an add-on, users need to email[email protected]with their company name and the specific add-on they wish to remove. The support team will process the request and confirm the removal. The billing will be adjusted to reflect the change from the next billing cycle.
No Contract Requirements
Month-to-Month Plans: Service Fusion offers all plans on a month-to-month basis, providing flexibility for businesses to scale up or down without long-term commitments. This allows businesses to adjust their subscription based on their current needs without being locked into a contract.
Annual Pricing Discount: While there are no contract requirements, businesses can opt for annual pricing to receive a 15% discount. This option is beneficial for businesses that prefer a lower monthly rate and are confident in their long-term use of the platform.
Support and Assistance
Dedicated Support: Service Fusion provides dedicated support through email, phone, and live chat to assist with any changes to the subscription. Users can reach out to the support team for guidance on upgrading, downgrading, or modifying their subscription.
Contract Renewal
Automatic Renewal:
Service Fusion contracts typically include automatic renewal clauses. This means that unless the customer provides notice of termination, the contract will automatically renew for successive terms as specified in the original agreement.
Renewal Notification:
Customers are usually notified in advance of the upcoming renewal. This notification period allows customers to review the terms and decide whether to continue with the service or cancel it before the renewal date.
Renewal Terms:
The renewal terms are generally the same as the original terms unless otherwise specified. This includes the pricing, service levels, and any other conditions outlined in the initial contract.
Changes to Terms:
Service Fusion reserves the right to update the terms of service. Customers will have 30 days to reject the updated terms by providing written notice to Service Fusion. If the customer continues to use the service after this period, the updated terms are deemed accepted.
Contract Cancellation
Cancellation Policy:
Service Fusion allows customers to cancel their service at any time by submitting a request via email to[email protected].
Non-Refundable Payments:
All executed service agreements are non-cancellable, and all amounts paid are non-refundable. This means that once a payment is made, it cannot be refunded, even if the service is canceled before the end of the billing period.
Notice Period:
Customers are required to provide notice of cancellation within a specified period before the end of the current term to avoid automatic renewal. The exact notice period can vary and is typically outlined in the original contract.
Service Fusion may terminate the contract if the customer breaches any terms of the agreement. This includes non-payment of fees, unauthorized use of the service, or any other violations specified in the terms of service.
Return of Equipment:
If the service includes the use of equipment provided by Service Fusion, the customer must return the equipment in good condition upon termination of the contract. Failure to return the equipment may result in additional charges.
Data Portability:
Upon termination, customers retain ownership of their data and can request to export their data from the Service Fusion platform. However, the specifics of data portability and any associated costs are not explicitly detailed.
Additional Considerations
Service Level Agreement (SLA):
Service Fusion provides a 99.9% uptime guarantee, excluding planned downtime and circumstances beyond their control. This SLA is part of the terms and conditions and can impact the decision to renew or cancel the service.
Third-Party Services:
The use of third-party services integrated with Service Fusion is subject to the terms and conditions of those third-party providers. Service Fusion is not responsible for the accuracy, availability, or reliability of third-party services.
Customer Responsibilities:
1. PCI DSS (Payment Card Industry Data Security Standard)
Overview: PCI DSS is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment.
Requirements: To become PCI compliant, businesses must implement and maintain a series of requirements that create a secure payment environment. This includes completing a Self-Assessment Questionnaire (SAQ) and providing an Attestation of Compliance (AOC) annually.
Service Fusion's Role: Service Fusion, through its FusionPay system, helps businesses meet PCI DSS requirements. FusionPay is backed by PaySimple, a Level 1 PCI DSS certified Service Provider. However, businesses using FusionPay must individually certify their PCI compliance with their credit card processing company directly.
2. SOC 2 (System and Organization Controls 2)
Overview: SOC 2 is a standard for service organizations, developed by the American Institute of CPAs (AICPA), that specifies how organizations should manage customer data based on five "trust service principles"—security, availability, processing integrity, confidentiality, and privacy.
Service Fusion's Role: Service Fusion is compliant with SOC 2 standards, demonstrating its commitment to providing the highest levels of service and data security. This compliance is verified through independent audits.'
3. ISO 27001 (Information Security Management System)
Overview: ISO 27001 is an internationally recognized standard that specifies the requirements for establishing, implementing, maintaining, and continually improving an information security management system (ISMS).
Service Fusion's Role: Service Fusion adheres to ISO 27001 standards, ensuring that it follows best practices for information security management. This includes regular audits and certifications to maintain compliance.
4. HIPAA (Health Insurance Portability and Accountability Act)
Overview: HIPAA sets the standard for protecting sensitive patient data. Any company that deals with protected health information (PHI) must ensure that all the required physical, network, and process security measures are in place and followed.
Service Fusion's Role: Service Fusion is fully compliant with HIPAA standards, ensuring that sensitive patient data is protected. This compliance is particularly relevant for businesses in the healthcare sector that use Service Fusion's software.
5. GDPR (General Data Protection Regulation)
Overview: GDPR is a regulation in EU law on data protection and privacy for all individuals within the European Union and the European Economic Area. It also addresses the transfer of personal data outside the EU and EEA areas.
Service Fusion's Role: Service Fusion complies with GDPR requirements, ensuring that personal data is handled in accordance with the regulation. This includes measures to protect data privacy and the rights of individuals.
Additional Compliance Measures
Cyber Essentials Certification: Service Fusion helps businesses achieve Cyber Essentials certification, a UK government-backed standard that helps companies protect against the most common cyber threats. This includes both the basic Cyber Essentials and the more advanced Cyber Essentials Plus certifications.
