As far as an answering service goes, I did not think our previous one could be beat on horrible service until we got Schedule Engine. A lot of promises were made and they did not deliver. AT ALL. Duplicate customers created almost daily because the 2 systems don't communicate with each other, operators telling customers we can't take jobs when clearly there is nothing on the schedule or it's after hours and they tell them we may can get to them if not we will call tomorrow. If these operators are trained professionals for a service company, it must have gone out of business. Literally had one tell them the office may call you tomorrow if they can come out. Customers would call and ask for a plumbing call, such as my toilet is stopped up or my kitchen sink won't drain, and the call would escalated to out HVAC tech. Or HVAC calls would be sent to the on-call electrical technician. Notes in our account literally say just escalate every call and we will call the customer and make the decision to send to tech but that doesn't work. Oh, and it got the point where every time there was something wrong with a call they took, it was never their fault. Everything was always the fault of the system not being set up correct on our end. Literally spent hours setting up and sending spreadsheets with all contact information and yet it was always our fault. I got so tired of emailing support with the issues when they respond back the next day I tell them I over it. I can not wait for our contract to be up. I do like online system customers can go in and book a call but would not recommend using Schedule Engine for answering service unless they do a total overhaul and actually test the program with ST to make sure it all works. We have lost so much revenue because of this system. All the dispatchers take turns now being on call with techs so we can call back the customers that call in immediately. We have lost so many because they were told we couldn't get to them and we did not know it until we came in Monday and called them back to schedule an appointment for them. Of course by then, they had called someone else.
