#1 Management Software for Home Service Contractors.
4.6/5 (111 reviews)Pros
We are a growing Plumbing & HVAC company and we were looking for solutions to be more in line with today's digital world. We love the call booking and dispatch notifications to customers. It allows customer's to know exactly when to expect their technician. Our CSR and Dispatch love the incoming call information for existing customer's that pre-populates for them, it allows us to give a personal touch when answering the phone and gives the customer a great experience. Our Service Manager loves the Dashboard and reporting, it allows him to see exactly where the technician's are at throughout the month and allows him to provide coaching when needed to help his teams reach goals. We recently starting using the timesheets within Service Titan as well - this has allowed us to manage our technician's time with ease and the technician's no longer have to try to remember where they were and at what time. There are so many features and we love the fact that Service Titan listens to their Customers/Users and are always working to improve their existing features and adding more features to make their user experience exceptional.
Cons
Follow-Up Section and Memberships need updating, but Service Titan has listened to their users are in the process of providing updates to these features. Payroll/Timesheets needs to be more versitle and needs customization, but again Service Titan is working on this as well.
Angelia,
Thanks for your feedback. We couldn't be happier to hear about your success and all of the ways ServiceTitan has helped your business grow.
We believe it's essential that the men and women of the trades have a cutting-edge platform built especially to help them run their businesses more effectively and connect better with their customers.
Please keep providing your feedback. It helps us continue to evolve and keep pace with the amazing companies we serve.
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.
Service Titan has enabled us to grow in ways we didn't know were possible. With data tracking, a better selling platform, more efficient call booking, and a very easy to use system, we couldn't be happier. Please understand that in the process of selecting Service Titan we painstakingly researched a multitude of different options. Hands down this is the most versatile and productive option. But the best part...the Service Titan staff. I have never had the opportunity to work with a service provider that was absolutely at the top of their game every time I made contact with them. Until now. From their sales staff on down to tech support everyone has been impeccably perfect in the service they have provided. The way they manage our account is fantastic. They departmentalize every aspect of the Service Titan experience to ensure that you will be dealing with the person that has the answers and can make it happen. Do you want to know how to grow your business? Use the Service Titan business model as your example of perfection. With service like theirs you will gain all the customer you could ever dream of. We should all be this good.
Pros
Data tracking, phone call recording, dispatch efficiency, invoicing, and on and on. This product does so much for us it is hard to point out the "pros". They just keep impressing me every day!
Cons
This product does not do everything that we would like it to do. But in order to do that we would be spending an exuberant amount of money to have our own software developed. Also note that we are not your typical home service provider. We are a plumbing company that provides everything from minor repairs on up to plumbing a multi-million dollar high-rise project. And the things it doesn't do has just forced us to find better ways of doing things. Service Titan also works hard to develop their product based on customer feedback. We have been with Service Titan for a short time now and already two of my suggestions have been made a reality.
Some of the issues we faced during our deployment and Go Live;
Inability to deal with standard Quickbooks naming convention (Lastname, Firstname)
A fix for this issue that generated a large number of duplicate records in QuickBooks.
The final fix required all customer records in Quickbooks and ServiceTitan to be changed, manually.
All customer locations being mislabel
During import into Quickbooks customer name and location information fields merged rendering Google Maps unusable.
Pricebook, item, and invoices would not allow for mutli-decimal pricing, rendering item prices incorrect, and all A&R reports inaccurate
Constant changes to the UI, even during business hours.
Integrated billing software turned on but never configured.
Charged for submitting wrong type a check for processing. Check types only specified in test environment until next release.
Too many undocumented features that need to be turned on by success manager.
Pros
World class technical support, one of the best I have ever worked with, they obviously know the product, and when they need to follow up, they have some of the best time to answer rates I have seen.
Joshua Jenswold keep up the great work.
Cons
Expensive
Inability to import data accurately
Generates more work than it alleviates.
Product features are numerous, but shortcomings in execution show a lack of maturity from a development and management standpoint.
Pros
As a plumbing service company, this product covers everything you need to implement a high quality, fully functioning, well rounded service company. The tracking and reporting of every detail is impecable, and they are always making things better. When tracking is so easy, figuring out what works and what doesn't work becomes easier too and profits can begin to soar! The ease of use and functionality of this product and its support staff is second to none!
Cons
Just as with any cloud based system, the thought of down time is always a bit scary, but even this, they have sheltered pretty dang well! In the 2 years we have used ST, it has only "gone down" maybe 2-3 times, but never for more than about 30 minutes. They recently launched an app s well, that allows field techs to work offline, so they definitely have their bases covered, even under the scary uncertainty of all cloud based systems.
We surpassed our company-wide revenue goals in the third quarter of this year. I truly believe that we would not have been able to do this without ServiceTitan. We are able to provide better service to our customers. Phone integration puts the customer's information and service history at our fingertips. Booking confirmation and automatic appointment reminders free upMobile Dispatching allows customers to track the arrival of their technicians. Greensky financing and a good, better, best pricing is helping our technicians sell more in the field. We are better able to manage our maintenance contracts. What's not to love?
Pros
Ease of use, Dashboard Revenue Tracking, Multi-tasking, Customer Experience, ServiceTitan is constantly working to improve and develop the platform. The technical support in resolving issues is easy, fast and responsive.
Cons
Batching and exporting invoices and payments to Quickbooks is cumbersome at best. I wish reporting were more clear and flexible. Even with custom reporting, we sometimes have to run multiple reports to get the information we need.
Dawn,
Thanks for taking time to review ServiceTitan.
We love hearing stories like yours, about how ServiceTitan has helped your business grow and has made your life easier. It's what motivates all 400+ of us to strive each day to keep improving and to be as extraordinary as the companies who rely on ServiceTitan.
Pros
We really like that we are able to incorporate our flat rate book into the software and make updates anytime we need. We also really enjoy how easy it is to dispatch efficiently with the great mapping system. We save time and money knowing where our calls are located and based on emergency level we are able to efficiently dispatch our technicians to make it more efficient for our company but also make sure we are taking care of our customers.
Cons
I can't quite think of anything that we don't like about this product or vendor. I guess the only thing we have a problem with sometimes is that we would like it if we could edit tasks on an invoices after they have been batched. Not a huge problem though and they do have an adjustment invoice where technically you can make certain adjustments if needed.
I never used the product due to pricing and setup issues.
Pros
We never made it past the setup phase with Service Titan. There are many people happy with the functionality of the product. My concern is more to do with pricing and customer service.
Cons
I signed up with Service Titan mainly because of a need to streamline our equipment proposal process. We needed something that would allow us to do our proposals in real time and spread the workflow across our small team. We never made it past the setup phase so I can't honestly answer how well that part of their system works. My issue with Service Titan is the price they were charging me, along with the setup up fee. First of all, they were charging me for a setup that was supposed to be minimal on our end and easy to do (EVEN IN YOUR BUSY SEASON). In my opinion the setup is NOT easy to do even in your slow season and I felt frustrated by that. The monthly price started to bother me as I discovered there are other highly rated programs that offer a strong proposal system as well and for a much lower monthly cost. Then I read in an article from ACHRNEWS.COM how one of GreenSky Financials investors had this to say about contractors... "Contractors are inherently lazy," Sheft says. "Getting them to use the product is the big hurdle." Thus, they're also sticky: "Once a contractor is using our product, unless you really give them a reason, they're not going to leave." I guess you all can imagine the outcome here as well... Service Titan never contacted me and kept the setup fee even though we never actually setup the product. Their product is 3 to 4 times higher than some of the other companies on here that are also highly rated. Save your money and go elsewhere!
Easy way to track technician, department and company goals and progress. Mobile tablets in the field have given a professional and modern way to present options and collect payment for work completed.
Pros
Service Titan is constantly improving and updating features. If there is a problem they are fast to respond and get the issue resolved. The stay in touch through pop-ups and email reminders of what is changing. You can easily track the progress of each technician.
Cons
The reporting functionality needs improvement. It would be great if Service Titan had a custom report generator so you could pull the information you are looking for on the fly.
Pros
There are so many features that I love about the product, I don't even know where to begin. Everything is extremely streamlined so that you have quick easy access to your customer information and history. The dispatching screen is very easy to read and manipulate. The mobile version allows your techs to dispatch themselves, update the invoices, collect the payment, run credit cards. Has really gotten my office so organized.
Cons
The only downside to technology is the wifi service. Sometimes there is trouble syncing data and you need to wait but Service Titan has even come up with a Mobile App now so that you can work from the App even if there is no wifi service. So they found a solution for that problem very quickly.
Pros
The thing I like most about this software is how easy it is to use in the field and office. This helps to make easy transitions on adding new features, as well as training new employees. If the software you use is too complicated, it will end up hurting your revenue. This is the opposite with ServiceTitan!
Cons
The thing I like least is because there are so many updates that are being made periodically, this causes malfunctions in the software, which makes it frustrating for our employees and technicians. While having updates are great, the downtime that these glitches cause, can make things very complicated.
Overall we are so glad we found Service Titan two years ago. It has improved so much of our business and we can't believe we ever worked without it. The pace of innovation at ST is quick which makes us excited for even more improved features.
Pros
The modern design, full features, mobile app, and great customer service.
Cons
Reporting can be questionable and not adaptable to our business sometimes which means we end up tracking some things outside of Service Titan. Tutorials and training could be easier to access and use.
We have been on for a year now and there is no way we would go back. Set-up and transition were hard, but well worth it in the end.
Pros
The customer side of this software is a difference maker. The automated appointment reminder texts and emails, the text and emails sent when we dispatch, and the map for our customers to see real time arrival of our plumbers are incredible.
Cons
The only down side we have seen is that the reports and tracking in Service Titan are mainly geared towards a commission based pay system and we do not pay on commission. Even with that we have found ways to get the information we need.
I enjoy using this software program. It is easy to navigate and easy to train our technicians on how to use the software. We also have the app on our work phones for this software and it works efficiently and has given us the opportunity to track and measure our technicians schedules. This is very crucial to our business because we need to stay on top of dispatch, arrival, and completion of our jobs. I have always had great success in communicating with the support team when I have questions or concerns. They are easy to reach and always very helpful when I need answers to questions.
Pros
Easy to navigate
Cons
Color scheme for specific technicians would be helpful if I could assign a color to each technician for scheduling purposes.
This should be a free app
Cons
All bad. Will ruin your business after you drain countless hours and money into it and lose half your customers because they hate it and work through all their stupid changes and updates and then talk to people they want you to tell me how to fix their product like going to McDonald’s without a menu and then they ask you what do you want
Everyone in my office and in the field thinks ServiceTitan blows our previous software that we were on for 10 years out of the water! It's easy to use and easy to learn. I love how the software is easy to follow from incoming phone call to invoicing the job.
Pros
Service Titan has given us the ability to track ALL our interactions with a customer. Our old software made it very difficult to track phone calls that didn't result in a booked job. Now, anyone who answers the phone knows exactly what the customer has spoken about with us in the past. Even our techs in the field have all the info our office has!
Cons
I wish the accounting integration with Quickbooks was a little more seamless.
Easy to use, multiple users possible, no on-site data storage so there is security in that
Pros
No on-site storage of data, can access from any device, multiple user capable, somewhat intuitive interface
Cons
The cost is a bit high, but a necessary evil. Reasonable value for the price. Constantly evolving so this makes a up a bit for the price
Pros
This program is very user friendly and the Service Titan team really goes above and beyond to adapt it to your individual business needs. Whenever I need help or have a question, I email and always get a timely response. Matthew Huber recently assisted me with some issues I was having with a new QB account and getting it in sync with Service Titan. His help has been absolutely priceless. He is very professional and knowledgeable and was very patient as he navigated me through understanding why I was having issues and how to fix them.
Cons
I have no dislikes with the product or the vendor. They are a very knowledgeable team and will assist you through chat, email or by phone. Very accommodating.
Pros
Their support system is amazing, you can always reach someone, customer notifications is a HUGE plus and their customer record design is great.
Cons
There is frequent downtime on the system when Service Titan does updates at night. They are not very customizable to your company specifically.
Gabriela,
Thank you so much for taking time to leave a review. We're fully invested in the businesses we work with and are thrilled you feel this way as well. We built ServiceTitan to make a difference for the hardworking men and women in the trades. It's an honor to work with extraordinary shops like yours and wish you continued success.
Everything that we have always wanted to have taken care of with our growing business is done using this product. We had been using Smart Service (don't ever purchase) and the difference in time saved between the two products is astounding. We had all the office staff trained in two days and were able to train someone to help cover the phones and dispatching in half a day. If we do get stuck on something the help tab can help us remedy the problem we are having fast with quick three minute videos of how to complete whatever you are trying to do. The flexibility in the payroll part has been huge for us as we are a flat rate based company that pays per billable hour. It used to take me 6 hours to complete payroll and I just did my first payroll using service titan in less than 3 hours using their reports that are automatically generated. It is so intuitive and easy to use. One glitch that has come up has been the transfer over to quickbooks, if a customer's name is too long, it won't send it over. Even so when I have had a problem I am responded to by customer service immediately which is huge! Their customer service is great and I find it refreshing to have a company ask you for feedback, which they do regularly. You can tell this is a company that likes to constantly improve what they are doing and are based on what their customer's want and need. This product also is helping us not focus on surviving but will enable us to thrive.
Pros
We keep saying that it is one of the best business decisions we have ever made. Simplifies running our company, booking calls, keeping in touch with our clients, keeping our technicians accountable, seeing what marketing programs are working or not working, and on and on it goes.
Maybe the best attribute of Service Titan is their constant innovation and their radical (In a good way? of keeping in touch with us.
We can't help but suggest that other service companies take a serious look at this software.
Cons
Not much bad to say. Being a cloud based system, It has gone down a time or two in the years we have been using it. I believe they have upgraded their servers to the ones the Amazon's of the world are using.
Pros
I like that the techs can bill service calls and collect payments in the field. It's also nice that the office can see that info right away. The metrics are also very handy; you can see at a glance how the CSR's and techs are doing. We've done our own tracking using Excel spreadsheets for years; it's a huge time saver that ST does that for us.
Cons
For calls / projects taking multiple days, you need to create a project to schedule for multiple days; it would be nice just to copy from a previous day to the next day needed. Also, for service calls with multiple techs, we are not able to adjust the length of time that one tech is on that call without changing the length for all techs on that job. Sometimes we only need a helper for an hour or two for heavy lifting / tight spaces before they move on to another call; the dispatch board doesn't accurately reflect that.
We had difficulties getting started with the software, but now that everyone is comfortable with it we are loving ServiceTitan. The customer support is unsurpassed and has made the transition much easier.
Pros
The ease of use with ServiceTitan has been exceptional. The customer contact has been widely appreciated both within the company and externally.
Cons
The scheduling features were a bit difficult to get used to, however, the tools we have learned and started using has made it very user friendly.
Pros
Quick response to our concerns and needs. The implementation team was tremendous in helping us onboard in a timely manner. Learning curve was minimal for my team to overcome. 45 days in we are really comfortable with the product and still learning the features as the product is really robust. Reporting is broad enough to accomplish our needs in tracking performance and metrics.
Cons
Software conversion of data was a bit tough to work through but the Titan team stayed the course. We spent a lot of time correcting bad conversion with the Service Titan team . My suggestion would be to start off fresh with Service Titan and do not do the conversion of 2dispathing operating systems if possible. Again, the Service Level of Titan support is second to none!
The best program out there for dispatching. It has absolutely everything one could need in order to run a service company, and they are adding more every day.
Pros
I like the way that the accounting side of this software is very intuitive and syncs perfectly with quickbooks.
Cons
Some of the customer service agents will know less about the program than you will.
I don't have a lot of negative things to say about Service Titan, our company as a whole has seen improvements at all levels. We are very happy that we made the jump to Service Titan and look forward to the additional releases.