ServiceTitan - Avis

The many, many people involved with onboarding were friendly; kind of what I expect the initial joining of a cult would be like.

The 5-week onboarding & training before go-live should have been an indicator that this software is highly unintuitive. They sold it as built by-and-for tradesmen, but I strongly disagree. In a world of clever software intuitiveness, service titan is far from in keeping with modern standards of UX/UI and even stable functionality.

I believe ST works diligently to add new features and expand existing features. Some oversight may exist on fixing bugs or addressing issues. ServiceTitan has more functionality than most other CRMs, but the more complex something is, the more issues there can be. ServiceTitan has absolutely given us a better grasp on business operations and helped us increase our revenue.

Location being required for field staff is a huge battery drain on devices and not a function we need for the software to work as we intend it, especially as the dispatch map doesn't update in real time.
The software is very expensive and requires a large investment to make someone a "Managed Tech" meaning it is restrictive for certain roles in our organization.

Titan Advisor and the support system. Titan Advisor is AI and is there to help you know what features are available to you based upon how you are using the program. They don't release all features to you up front, but as you find what you need in your business, your CSM team can help you through activating features and answering questions. Whenever I have questions, there is someone there to help me though it.

The mobile app seems to have hiccups from time to time, most of the time it works fine, but when it has hiccups it can be frustrating for the technicians in the field.

We have to delete the app and reload it more often than I would like, just to make sure we have the most up to date version of the app.

I know they are in the process of updating and redeveloping the mobile app as well as updating to have off-line functions for when we travel outside of good internet service areas. We are looking forward to this update. They are always accepting of feedback and are working to make it more seamless.

The mobile app and dispatch board are used daily at our plumbing service company, and they are very intuitive to understand. We love the modern look of Service Titan and the ability to present options to the customer on-site. We have been able to integrate payment processing, financing options, our price book, and QuickBooks Online. Before we used this product, all of these features were separate and hard to keep track of - Service Titan makes it easy!

The on-boarding process is long and tedious, but I do understand they set it up that way to ensure companies have the most success with the product when they go live with it. I would improve the integration with QuickBooks Online to be more seamless with connecting the payments to the invoices and all accounts payable documents.

Service Titan has exceptional software development, beyond features that I could have even thought of wanting, and they have truly helped us increase our revenue by almost $1M in sales in a year, but the PEOPLE of this company make ALL the difference. I don't know how to fit everything I love about my Titan Family into this box! ST integrates with everything, so if it isn't an already integration it has open API - it will work. But the core product I promise is going to change your business life.

I think the only con someone could say is that there is so much to the software that it's not going to go from - 100% use overnight. But that's not even a con to me, fully engage with each step and the next will make more sense.

We love that this is a cloud based software that we can access from anywhere. Clients having the ability to pay online and access their past invoices is a HUGE thing for us. The flat rates have photos and descriptions and are consistently updated, as necessary. Manufacturer catalogs can be imported. The software increases accountability for each employee. Auto-reminders can be texted to clients to avoid missed appointments.

With ESC, we could scroll down and see multiple days at a time while on the phone with a customer and trying to schedule them. Now we have to click back and forth between days. The system doesn't seem fully set up for running commercial calls. We work with a handful of commercial property managers, some with dozens of tenants and some with hundreds of tenants. Every now and then, the property manager will call us and say that the tenant is responsible for a certain invoice. In ESC, we had the tenants locations listed under the property management company's account, and we could just change the "bill to" on the invoice to the tenant. In ServiceTitan, supposedly we would have to create a whole new account just for the tenant, to be able to send the bill to them. But then that poses the issue of having two different locations for one tenant, to keep up with. If some calls are run under their own account and some are run for the tenants location under the property managers account, technicians won't be able to see the full history of calls and invoices when they go. Office staff will have to switch back and forth between the two accounts to view all the history. This is a huge issue for us that we hope is remedied soon.

You get out of it what you put into it.

Not being able to un-export and correct exported items.

More permission control's the other software. Extensive reporting.

Where do we begin? Support cannot solve challenges with any other issue other then user error. They always send an email to connect you to you " success manager" who essentially is a middle man between you and the department over what ever feature your having issues with. When the success manager reaches out to you, eventually, it is essentially a scheduled call to set another appointment with the other department. I guess they do not keep records of support calls or forward notes to the success manager so this can be in one call. Marketing pro is way over priced and we could not utilize. Attempted to get out of that when we realized service titan was alot for our small shop to handle. We could never get the inventory feature fully Launched with tracking and sync to quick books. We have not had marketing pro for nearly 6 months and service titan has yet to release our yext listing so we can utilize this. We are still having issues with our listing changing to service titan tracking numbers no longer associated with us, we are loosing leads today due to this. Have reached out multiple times to be told our success manager would reach out and still have not heard anything back. My experience with service titan was great up to the point we signed a 2 year contract believing this to be a God send and quickly turned to a nightmare consuming many late nights and many days working on my software loosing my sanity so my team could keep theirs. We left 3 months ago