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simPRO

Started by Xero API -   in Add-on Reviews |Invoicing + Jobs

3.5 out of 5 stars
 
Based on 16 user ratings
If you are a user of Xero and simPRO, tell us how you are getting on and your experience so far. Any tips?

About simPRO


Your comprehensive software tool for Electrical, Plumbing, Security, Heat Pump, HVAC, Service & Blue Collar Industrial Contracting Businesses: 1-100 staff, check out simPRO.

Tip

Remember if you have questions or need assistance with simPRO, this is not the best place to ask - this forum is for reviews and feedback only.

For general support, check out the simPRO support centre or this page for information on connecting simPRO to Xero.

DOES NOT PLAY WELL WITH XERO
CUSTOMER SERVICE DISGRACEFUL FROM SIMPRO
Absolutely disgusted with the customer service from SimPRO. I fully paid for SimPRO based on my sales consultant promising that the software was capable of performing the same tasks as my current package. After paying my money and completing the pre implementation training I had an implementation consultant visit my office to commence the installation. At this point my consultant advised me that much of what I had been promised at the sales point was not something that could be done by SimPRO without major customisation totalling approximately $28,000. After negotiating the customisation cost, I proceeded with the implementation only to find that when I imported my contacts from XERO, the data had imported into the wrong fields in SimPRO. WHAT A MESS this program was about to make of my business. Now I am having trouble getting full reimbursement for the product. I cannot recommend this product. Save yourself the headache and speak to someone first, I have since met another business who purchased SimPRO and waited over 2 YEARS for a feature that was promised at the sales point. They have only just started to use the software after over 2 years and they had to pay upfront.

*Edit
The below comment from Simpro is the first contact from the CEO that I have seen regardless of our requests for contact directly with him. The fact remains that our sales representative made false claims which resulted in us deciding to proceed with the program. These claims can be substantiated by our Simpro implementation consultant whose details can be made available privately on request.
Considering the initial outlay for our company was over $15,000 we are disappointed that the software did so little to meet our needs.
I do however recommend GEOop as a suitable alternative, great service and attitude.
 

Matthew Pritchard  

We have a client who is happy with simPro but when we phoned simPro to get the "add-on" to allow simPro to talk to Xero they wanted another $450, in addition to the monthly $40 charge. OMG!
 

Veda Konovalov  

After reading the comment from @Matthew Pritchard I thought I had better reply.

Gecko Security were a standard fit for the simPRO Job Management Software (we do have several hundred other security companies using simPRO quite successfully with a diverse range of sizes), but unfortunately Gecko didn't quite understand that when they asked for something to be changed beyond the standard product functionality then the system moves into the realm of customisation, and customisation is not part of the standard product and has a cost factor associated. In fact it even states in our proposal, which was duly signed by Gecko, that customisation was not included in the sale.

The customisations that were requested were a large range of specific and unique reports and forms that are not part of our standard product. There are over 90 operational reports in simPRO, we offer as many demos as requested in order for the client to do their due diligence, if these were mission critical reports/forms as claimed then one would assume that they requested to see them in action prior to making a purchase (I know thats what most businesses do before making a significant investment in systems).

Since they were adamant that they believed we should do these customisations for them for free, we offered a compromise which was to do the critical ones at our cost price.

Initially that all seemed like it would go ahead and we spent considerable (unrecoverable) time scoping the requirements, but they changed their mind and requested we cancel the order and issue a refund. We agreed to a full refund simply because we would rather not have them as a client because they pretty much proved that they would never be happy unless we did everything they wanted for free, this refund was agreed & accepted by both parties before Matthew's original post here went up, so that comment he makes about having trouble getting a refund is outright false.

However, after we all agreed that we part ways and provide the full refund, Matthew came back and said they now wanted interest on the refund. Moving the goal posts again, we refused but have honoured our commitment of a full refund.

So from our perspective, it is a classic case of unrealistic expectations that we would modify everything to their wants, never ending requests, and them constantly moving goal posts. We are happy to move on without them as a client.

Regards,

Brad Couper
CEO
simPRO Software Group
 

Brad Couper  

I have many clients using SimPro (mostly electrical contractors) and they are delighted with the system from job costing/scheduling to reporting. Whenever my clients have queries on certain functions they contact support direct and we either have a two way conversation or they keep me posted progress from start to finish. I have liaised and or worked with management and sales in a team environment for just over 10 years and have always found their staff to be professional and informative at all times.
 

Gillian Rossouw  

@ Veda Konovalov

We charge for accounting links because of the deep integration we do (that requires lots of development work) plus the number of accounting products we integrate with. As a result included in those prices is full maintenance and support of the Xero link so when someone has a problem or makes a mistake, we are there to help them. That includes phone support, live chat and ticket support.

The amount we charge for other accounting systems is higher than the Xero link because they are typically harder to work with and support.

Different products have different levels of complexity and feature, so comparing prices with unrelated products or just arbitrarily not liking a a price is not really comparing "apples with apples"

I trust that this reply answers your concerns about the price

@Gillian Rossouw
Thank you for your review. Supporting our clients is very important to us. We have invested heavily as a company into support and training resources and will continue to do so as our client base grows. It is good to know this is appreciated

Lynelle Hills
CCO
simPRO software Group
 

Lynelle Hills  

I run a consulting cloud software company and have implemented simPRO into a few businesses. Previous to this I ran a project to implement simPRO into a franchise group consisting of 200+ branches across both Australia and NZ. I have found the product to be very useful, and there is a lot of inbuilt function for the right businesses.

Certainly, it could be confusing to implement at times, as the system is built with the capability to run several different workflows to get to the same end result (for example there are 5-6 slightly varying ways to book a job). I however find this to be an advantage as you don't have to make too many changes in the business to match. Most of the time required to get the product working is not learning the ropes, but analysing current business processes and procedures.

I'm more than happy to talk to anyone direct and independently about simPRO requirements, as well as current users to make sure that there is nothing simple that can be changed to remedy any current roadbumps. No promises, but happy to help. Details below.

Dan - Ocius Digital
www.ociusdigital.com/why-work-with-us
 

Daniel Fairbairn  

I have to completely agree with Matthew. I have never experienced such bad customer service, I'm going to go right ahead and say they are worse than Telstra. They are definitely not willing to help and always pass the buck as it's not the system having issues and it must be the way we have it set up, even after I adjust the settings to what they say... and guess what... no improvement!

I would never recommend this program to anyone based on their poor customer service, much the same as I would never recommend Telstra.

Bitterly dissapointed.
 

Hayley Murphy  

Hi Hayley,

I'm so sorry to hear of your dissapointing experience.

As I understand our Head of Support has been in contact with you to work through your issues. I'm confident we'll find a resolution very soon.

Be sure to contact us via the Help Desk if not: helpdesk.simpro.co

Best regards,
Brad Halcrow
Communications Manager, simPRO Software.
 

Brad Halcrow  

Hi Simon
My name is Matt Harriden from Aussie Plumbers and I'd like to share my experience with SimPro with you. I have been operating a commercial plumbing contracting business for the past 10 years and 18 months ago I decided to go into the domestic maintenance area of plumbing. Rather than just bolt on a maintenance department we decided to go with a whole new brand and name as the two business are very different in what they do. I also knew that we wanted to grow Aussie in size and that we would need some solid and flexible software to be able to handle this growth. We started with GeoOp initially as it was cost effective but quickly found out that it was lacking greatly in many areas that we needed for our business.

I then actually travelled over seas to Boston and visited a company with 300 vans on the road. I tried to buy that software but it doesn't work in Australia because of the way they do their dates and the tax and that company was not willing to customise their software. I did however see the software in action and knew exactly what I wanted. I came back home and found SimPro and got the rep out for a demo. I can honestly say that SimPro is the best software on the market for contracting or maintenance work and I have researched far and wide. I have been using the software for 6 months running two vans and and the office and It is very comprehensive and will give you control and reports that you wouldn't think is possible. Sure, other software packages like GeoOp are cheaper to buy and easier to use initially but you really do get what you pay for. If your a one man band and not looking to grow then you may get away with a cheaper package but if you're serious about your business, want to have your finger on the pulse with everything that happens inside your business and want to grow then you can not go past SimPro. There is a lot to learn with it and they do provide the training but like anything worthwhile, the more effort you put into learning it the more you will get out.

I am happy for you to contact me Simon on 0419 255 112 if you want more info. i hope this has been helpful.

Matt Harriden
Aussie Plumbers
1300 303 840
 

Matthew Harriden  

simPRO is awesome. Fully featured and powerful job management software.
 

Scott McNaught  

Hello

I use Simpro and Xero (in NZ) and find 99% of the time it works well.
Have struck a problem though with credit notes done in Xero don't appear to pull into simpro. Is there something wrong with my settings (and if yes, how do I change this)? or is this a known problem which means I have to manually delete the invoices in simpro?

Thanks
Katherine
 

Katherine Barber  

Hello Katherine

I'm the manager of the Support team here at simPRO and would love to have one of my team members help you out.

Please email me with your details (including your company name, so we can take a look at your settings, plus your preferred method of contact) and I will have someone get back to you.

Michelle Denny
michelle.denny@simpro.co
Client Support Manager, simPRO Software
 

Michelle Denny  

I'm a plumber in Wellington - used simpro for about 18 months and find it to be really detailed with comprehensive workflow. Like Matt from Aussie Plumbers above, as a plumber I looked at other systems that yes were cheaper than simpro but as my dad always told me, you get what you pay for. Support is great with phones, emails and online chatting available at anytime. It's a big job to get up and running as it is a big bit of kit - but totally changes your business when when you take the time and make the effort to really understand the system and use it.
 

Terry Wilder  

Hi David, not sure if you received our email a few months ago but to stop receiving the emails; go to the top of this page, and at the bottom right of the first post select 'Cancel Email Updates'. You'll have to do this for any other threads that you've subscribed to as well as this isn't something we can do for you. Thanks.
 

Brittany H (Community Manager)  

We had a terrible experience with Simpro and are still $4k out of pocket after being sold a product that was definitely not a fit with us. We are a building company with several large projects on the go at once and was told it would be a good fit for us by the salesman.

Below is a text I recieved from the salesman after failed attempts at getting a refund,
Mike, I wanted to let you know that although I am unable to help change anything from within Simpro I do want to apologise personally for how this has worked out for you as it was never how I intended things to be. I will not forget this easily & hope to somehow make up for it in future. Thx, Gary

Looks pretty obvious to me that what management says goes and the NZ staff have little say in how their customers should be treated.

I know that Simpros response will paint me in a bad light as all comments I have seen both on here and other forums it is always the customers fault so I am just writing this incase any other building companies are about to waste their hard earned profits on this terrible program.

We were switching from Smarttrade to Simpro however after experiencing Simpro we quickly worked out we already had a far superior program.

ZERO STARS
12/05/15 - AN UPDATE SINCE MY LAST POST
Firstly thanks for your reply Brad, as expected always someone elses fault and never Simpros............ So, it turns out we are not the only one to have been ripped off by these guys. Since my last post I have been approached by two other companies with a similar story to ours who are now also out of pocket for $4-5k plus their time wasted. To me that is the beginning of a trend and not the kind of trend that sends people to the heights of Xero. Another interesting thing that's happened is I am now also receiving emails from Simpros potential new clients in Australia asking feedback on our experience. If anyone else out there has a similar story to tell or requires honest feedback then please do not hesitate to get in contact (not you Brad your beyond help).

STILL ZERO STARS AND NOW MINUS THE FIVE STAR REVIEW BRAD GAVE HIS OWN COMPANY ON THE 16TH OF MAY
 

Mike Perry  

Hi Mike,

We’ve reviewed the details of the scenario in question.

The contract is designed to ensure each party involved does all they can to qualify we’re both on the same page and to determine if the software is the right fit for your business. Obviously, it’s in neither party’s interest to pursue the situation if it isn’t going to work.

Here’s what’s we’ve learned from the correspondence:

- We raised concerns early on that the software may not satisfy your requirements
- You were very keen to keep moving forward due to time constraints, hence the trainer staying behind to exhaust every possible avenue
- You hired a 3rd party consultant to assist with your due diligence
- We offered 2 local referrals with which to get an additional opinion
- We refunded approximately 50% of your total amount paid. The remainder covers the time spent by the professional on-site trainer to proceed as far as requested. The amount is non-refundable as set out by our terms & conditions

While we are very sorry for the friction this has caused both parties we do remain satisfied we did all we could to pursue your requests.

Regards,
Brad H.
 

Brad Halcrow  

Hi All
We had an experience much the same as the negative comments above, the service was very poor.
Although we do not use simpro We were recommended SimPRO by Master Plumbers Ass. QLD as they have affiliation with them to support their members.
After waiting months for a response from SimPRO to start an account and set up the system as we had many questions for them (probably what you'd call due diligence), We eventually got sick of the bad service (or lack thereof) and went with another program called 'Servicem8' which were very good to deal with and suited us as a small bussiness of 7 staff.
Although SM8 may not be the greatest program on the market it is very good and very cost effective, I'm glad we went with SM8 after reading the reviews we have.
If you were to do a quick 'SimPRO review' search on google as I have done recently you will find that they have quite a few positive reviews but the negative reviews are quite severe and are far worse than many of the other job scheduling program reviews, when you have 10x 5 star reviews and 10x 0 star reviews and not much in the middle this is a pretty stark assessment of the company and something that I think they should be focusing on to improve... basically 'like our product or get stuffed'
Regards
Tim
 

Tim Melville  

Sorry to hear about your experience there Tim. It very unusual for our sales guys not jump on an opportunity to demo the software.

I've asked the QLD Sales team but your name doesn't ring a bell. Normally you'd be contacted the same day if not the next once you make an enquiry.

Glad to hear your happy with ServiceM8. If ever you'd like to get in touch, give us a call and press 2 for sales.

Regards,
Brad.
 

Brad Halcrow  

I agree we looked at SimPRO service and it seemed very good, so we decided to order Enterprise - WHAM no one mentioned on the web site the Compulsary Training cost - £2500 so the cost is not £ 69.00 a month the sales person was to be blunt dismissive. So we have reported the site to the ASA as misleading. The product seems good but the staff seem arrogant. We wanted to move from a competitor and £ 1200 a year income seems a good deal to me but for SimPRO this seems not to be enough.
 

John Spence  

Hi John,

On the pricing and products page (https://simprogroup.com/uk/products-pricing/) under the 'Enterprise' banner, you will see the pricing is £69 / month per office licence*†. Directly below the 'Enterprise' banner you will see the terms: *Does not include implementation & training. †Pricing VAT exclusive.

This applies to our 'Enterprise' and 'Corporate' solutions. Our 'Service' solution doesn't require on-site implementation or configuration as this is a smaller product designed for repetitive service and repair work and has a self learning tool built into the product to assist users.

Our Enterprise solution does require on-site implementation and configuration as it has many more features and functionality designed specifically for projects, asset maintenance and detailed reporting.

Our on-site training and implementation requirements differ for each clients needs. Please don't hesitate to review a case study here: http://thejourney.simprogroup.com/growth/dan-ogden/breaking-free-from-the-office/ from one of our UK clients who talks about their experience implementing the software into their business and what gains they have been able to make as a result.

I'm sorry that you feel our staff were dismissive. We pride ourselves on our personal approach so your comments have been passed on to our sales team.

Please don't hesitate to contact the simPRO UK Team on 0800 622 6376 or respond below with any further questions you may have.

Kind regards,

Erin
 

Erin Haywood  

Our experience with SimPRO Software has always been a very positive one. The software is easy to use and the feedback has been 100% positive from the clients we've introduced it to.

Their customer service has been excellent, our contact at SimPRO is Mathew Wray and he has bent over backwards to help us with any queries were had.

All in all we are very proud to be working with SimPRO and look forward to continuing our working relationship.
 

David Oliver  

We have just finished our 2nd day of training with Simpro. We linked the software to Xero without any problems. It became apparent today just how much easier running the business will be through Simpro. It's user friendly and has delivered on all the promises that were made via the sales staff. Wouldn't hesitate to recommend Simpro to any of my friends and clients.


Updated: 1st May 2016

Our Implementation is now nearly complete.

The Standard of our training with Ben and subsequent support sessions we have found to be excellent.

The technical support, customer service and account management both AU and UK are both proactive, supportive and diligent.

A premium job management system with a clear expertise in our industry sector. We are looking forward to a long successful working relationship with Simpro.
 

David Buckley  

Which version of SimPRO do you use ?

We use Service which is great
We use Xero too which is great
However ...

Xero customer service is great

SimPRO is very slow and seems to get back to AU and no one has answered our queries - the SMS system has not integrated and neither has google

The biggest shock was to be told that it will cost us £2500 to move up to enterprise not the additional monthly cost on the web site

We agree Mathew in tech in the UK is very good but could not solve our problems

Still give the base program five stars !

One thing to remember it is not that we are picky or critical but SimPRO is a premium product - CLik Software the leading UK desktop product is half the price - but not cloud based. so for an investment of £1100 a year we do expect premium service and add ons to work. So to encourage us to invest in enterprise we really are looking for more. We work from Middlesbrough in the North East of England so we have to work very very hard for every penny.

Update 13/04/2016

Love the program - but the technical support is appalling - the uk staff are very helpfull, but the AU support staff seem very slow - many of the add ons do not work and the SMS - a basic in UK business still does not work. Lets see how long it takes !

14/04/2016

So nice lady phoned back but still they cannot get options to work - and this is their program.

Sent another request to get address on purchase orders see what happens

Still love the system but they really are useless at support.

16/06/2016

Would like to know which version of Simpro Damian uses, we use Service which is very good and few bugs, however we feel Enterprise was lacking in reporting with a lot of information stuck in the program.
 

John Spence  

We have been a UK simPRO Enterprise client for over 2 years, we utilise the software end to end to effectively run our business, field engineers & client assets.

Due to how comprehensive the software is, the implementation and training of the system is absolutely vital and understandable that it is a standard commitment and subsequent cost associated with this onsite, face to face support.

A very comprehensive job management system.
 

Debra Charles  

simpro support is tearable average ticket closure time is 8 weeks and mot of the time they will close unresolved tickets so you have to start over and the attuide is it's something you have done until you can prove that the software has major bugs then you start the process of being told it has been esklated to development at this point you will wait 4 weeks for a question on the bug you identified to support a month ago while development is scratching their head you will be losing money

Simpro connect mobile app doesn't work hangs up all the time we stopped using the simpro app and went over to laser pro witch is the old connect app it get you away from the the new disaster bug. Witch is a bonus note there are still bug in this app but the are frustrating note actually costing you money

Simpro numbers what can I say if you manually check the soft ware report and finical numbers you have showing they will be different in a different area so you can't trust the numbers you are running your business on.

After using this software we have pointed out all of the above and much more needing to be fixed. But the company is not fixing any of these problems we have been attempting to work with them for more than 6 months all the way to the head of australian operations, one of the directors & head programmer with little resolution.

Sad to say what was a good peace of software 5 years ago is now a basket case.

So if you are looking at this software and are my opisition please use it if not run there are lots of other options out there.
 

Damien Sfetcopoulos  

Hi Damien,
 
We're sorry to hear this. At simPRO we pride ourselves on providing clients with exceptional customer service, so thank you for your feedback about our ticket times and communication. We will be working on ways to improve how our Support and other staff are trained, and how they communicate with our clients, to improve the experience for you and our other clients.

We've been listening to your and other clients' feedback about Connect, and have recently pushed out a number of releases to improve it, including the latest release this week that we've found has fixed remaining issues for some clients.
  
We are always working on new releases for our software, focussing on improvements that clients have requested or have flagged as not working as optimally as they could. Unfortunately this isn't an instant process; for each change we have to plan carefully and test to make sure our improvements, changes or new features work smoothly with the rest of the software. We understand this can be a slow and frustrating process for people running their businesses and are looking to see how we can continue to improve this in future.
 

simPRO Software