Been with Smart Service for 3+ years now, and time...

Been with Smart Service for 3+ years now, and time to review the progress:

Positives:
1. They still have a strong customer service interface. All the associates are pleasant, down to earth, and speak/understand American English. Their tech support may not be able to take my call immediately but they do call me back in reasonable time. The first couple years wasn't always that way but they have improved tremendously in timely follow up.
2. The Smart Service program itself is highly user friendly, easy to learn and maintain. Being able to create/tailor your own reports to accommodate your specific needs of the company is a bonus for me. And if you need help creating one, they will help you.
3. If there are computer programming issues and you are not strongly technologically inclined to fix it as they walk you through it, they will remotely fix it and you can sit back and watch the fun as the curser moves and they whip through it efficiently.
4. IFleet. Enough said! They have worked out the bugs and made changes to their IFleet dispatch system, that has been close to flawless (really, it's technology so nothing ever is completely flawless)! Communication between our office base and my techs out in the field has increased significantly. and now it's offered with Android devices along with Apple products... very smart.
5. Of course the bottom line.... price for Smart Service install, maintenance, IFleet, etc is highly competitive with other service providers. The quality of the product you pay Smart Service for is outstanding, especially if you are a small business.

Negatives:
1. After-hours help (beyond 8:30am-5:30p) from tech support is still void.
Option to fix: Only way to possibly get this is by hiring non-American English people oversees OR by drop kicking Obama for supporting huge corporations instead of these smaller ones and helping them so they can hire people here in the U.S instead of oversees.
2. The program will drag or freeze and not work properly if other computer based systems are not working properly.
Option to fix: wait for their business hours and call Smart Service tech support and have them remotely come in and whip through and fix it (normally takes no more than 5 minutes for them to do it verses taking me 2 hours to figure it out).
3. The Job Status feature doesn't sync with Quick Books.
Option to fix: Perhaps they need to change the job status choice terms to match Quick Book terms (QB terms: None, Pending, Awarded, In Progress, Closed, Not Awarded).

So I summarize Smart Service as being user friendly, with normal technology hiccups that they are continuously evolving in cuz let's face it, we don't expect perfection from programs but we do highly scrutinize customer service and what they bring to the table... Keep up the improvements, Smart Service! You have an excellent product!