ServiceTitan Pricing, Features, Reviews & Comparison of Alternatives

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.

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.

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.

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.