ServiceTitan

The all in 1 Software for the trades

Comments: Overall ServiceTitan is the best. I am a huge advocate for the ServiceTitan software. I only want to see it grow even more than it already has. They are constantly improving the software!

Pros:

I love the all in one software that ServiceTitan is. It combines so many features into one convenient location. I have always felt this way since the beginning.

Cons:

ServiceTitan is a wonderful software. And I don't have anything to say that could be a con at this time. Maybe that I wish more people were using the community feature!

Best Decision

Pros:

I love all the capabilities, support and recourses that Service Titan offers. I also really appreciate the fact that they listen to us, the customer, and implement our ideas and enhancements. The customer communications and online payments is something we lacked in our old software that has made our lives (and our customers lives) so much easier!

Cons:

I can't think of any real cons, if something isn't working right its usually user error or a bug that they fix quickly.

I was told that we we need to revise our business model. WHAT?!

Comments: Stay away if you are a person who values customer service and being treated with respect. After all you pay their wages.

Pros:

Lots of features. Some Useless, some not. I can see how the features would work for other companies but for us we ended up turning off a good amount of them as they added a lot of unnecessary steps. They do have good invoicing and job scheduling.

Cons:

The reason I even decided to write this review (I never write reviews) is because we had subscribed to the Service Titan software and had a pretty good time using it. It seemed to really help us. We got on board with them about a year after they started up. So they were able to work out some bugs in their software and make it at least sustainable. However, they started to do update after update after update. With these updates we got thrown into their "beta testing" without even getting our consent first. We were doing something one way and then they would introduce a new "feature" and it would completely derail our entire process and we would have to start from square one. This happened repeatedly. My second issue with this company is that the designate each company that subscribes to their service what they call a "Success Manager". Which is cool and all but when the success manager knows less about their own software then you do, that's a problem to me. On top of that, the Success Managers we were assigned were rude. The first one was so rude that I requested another because I thought that every time I would talk to this person I would lose my freaking temper and say things that shouldn't be said. So now we get a second Success Manager, which we thought was going to make everything better. Nope. We get this new Success Manager and I mention to her that we have been having an issue with our payroll being reported correctly through Service Titan and we had to do our payroll calculations through an outside software, which wasn't a big deal, it was just an extra step we were trying to avoid. After emailing back and forth and being on phone calls multiple times trying to figure out something that is incredibly simple but they couldn't seem to get their software to do the math, I receive one final phone call. The Success Manager states that she has the answer and all of our payroll problems were solved. Definitely not. She brought us down the completely wrong path and when I told her that isn't what we were trying to do we wanted it done a different way, if possible, her response is, "Well typically companies don't operate their business that way so maybe you should consider restructuring your business model." WHAT?!?! are you kidding me? We have been in business for 60 years and you are going to tell me that because YOU can't figure something out, something that is beyond simple math wise you just have to tell the software to do it for us, that we have to reevaluate our entire business model??? The least she could have done is said something like, "I don't believe our software will do that but let me see what I can do." At least that would have shown some promise. That is just the tip of the iceberg but after the multitude of issues we have had with them trying to figure out minor problems and being told, "too bad so sad", I had to write a review. I don't want anyone else to experience what we experienced. We are paying for their wages and they continuously seem like they are trying to get us to cancel. I may be difficult at times and I am completely aware of that, but for things like that to be said regardless of how difficult anyone may be is absolutely ridiculous.

Took the jump and never looked back!

Comments: It has been a true game changer. We experienced phenomal growth during our first two years. I don't credit Service Titan with bringing us the growyh opportunities, but Service Titan 100% allowed us to take on a much higher workload, streamloned business and allowed us to continue accepting more qork and new clients. Staying on top of the software is a full time job, the software just keeps getting better. Every quarter there are new process to devlop and new features of Service Titan that change the game, for the better. This might aound like a negative, but the customer support is great. I normally cam get answers in under 10 minutes. If there is something about the software that bothera you, Service Titan is probably working on a new update to resolve that pain point.

Pros:

Reporting makes KPIs so much easier. It is highly customizable, we are constantly finding new ways to use the software. It also encourages/forces techs to use proper work flow.

Cons:

The price point is high, so you have to really utilize the whole software. I would like the office accounts to have more abilities and that the program offered more tracking and KPIs for office staff.

The best CRM for the trades

Comments: Our overall experience with ServiceTitan has been really great! It is the best software by a long shot! It is pricey but you certainly get what you pay for.

Pros:

We love how easy ServiceTitan makes things on our customers. Automated text messages when a technician is on the way, ability to pay their invoice online, and fast online scheduling with real time availability makes us very simple to do business with!

Cons:

The implementation and setup is quite the process. New feature onboarding requires a lot of research and figuring out for yourself. ServiceTitan helps as much as they can but not having a dedicated account rep anymore makes this a little challenging.