ServiceTitan

Vorteile

Regular updates and improvements to the software

Nachteile

Support needs improvement - but they are working on it!

Vorteile

How well both the office and mobile side run, so that our staff are all working at their best.

Nachteile

We truly have had no strong dislikes. Any times we run into difficulties or questions, someone supports us finding the best way to complete what we need.

Vorteile

It is so nice to have everything in the same spot, invoicing, dispatch, pricebook, inventory, payroll, etc. There is a good connection and communication between the office and the field because of the software.

Nachteile

Sometimes there are bugs, which is to be expected with any software, I also think training on new items products could be better.

Vorteile

The amount of detail you can save for each customer, location, unit; how you can track each of them, run reports & KPI-s.

Nachteile

The fact that there is no way to invoice an item as a percentage (mostly for projects). As of today, we are creating multiple line items of the same task based on the payment terms, each one with a percentage so that the total adds up to 100%. It's very cumbersome. The other option would be to bill the whole thing and keep the invoice open until the project is complete, which is not good for accounting reasons. We couldn't think of another way.

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Vorteile

I love that there is dispatch, marketing features, and also call tracking!

Nachteile

I don’t honestly have any “cons” regarding Service Titan.

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Vorteile

I love the capability of ServiceTitan. This software has features to help every employee across the company - Customer Service Representatives, dispatchers, sales people, technicians, warehouse clerks, etc. ServiceTitan helps companies stay organized and keeps you accountable as everything is recorded from phone calls to text messages to purchase orders to equipment serial numbers. ServiceTitan helps you document everything. The software also tracks your growth so you can easily see where you need to improve and helps you reach your goals.

Nachteile

Often when there is a new release, the next day ServiceTitan will have glitches.

Vorteile

It's ability to handle almost any task we need, and they keep adding functionality.

Nachteile

At times the support staff aren't helpful, and I have already tried most of the troubleshooting steps they suggest. I have seen that get better in recent days though.

Vorteile

I love how streamlined everything is on it. The team is great and very responsive. It makes data tracking so easy, and they keep innovating ways to make it better.

Nachteile

I don't have anything really. I feel like I am just getting my feet wet, so the plethora of things it can do is a bit overwhelming.

Vorteile

ServiceTitan helped us get our company started. They provided us with courses to guide us through the site and how to put information in. It showed everything all on one page; photos, forms, summary, etc.

Nachteile

Some files and photos were getting corrupted, the photo upload was a bit too grainy. There were not many parameters set to make sure our technicians were getting things done, and it was difficult to learn.

Vorteile

Working with our Success Manager in bi-weekly meetings to improve how we use Titan

Nachteile

Not much, they are great and always taking recommendations for improvements for any issues. We did prefer the old look as opposed to the new style of the website.

Vorteile

ServiceTitan offers a holistic, best-in-class package. We benefit daily from the tool.

Nachteile

The estimating functionality - it can be somewhat cumbersome to set up estimates.

Vorteile

There are many different things I Like about Service Titan some of the most important is Calendar Organization, the Content portal and being able to keep a good working customer history back-up which is easy to look-up when in need.

Nachteile

One of the minor things i don't like but not necessary a deal breaker is that there is no drag and drop in calendar view, but its still pretty easy to change your schedule when required.

Vorteile

We like the visibility you get with ST, you can easily locate your technician whether he is driving or working at a customers home.

Nachteile

The Support really needs help, I can tell you of maybe 3 times support was able to resolve and issue. All the other times it had to be sent to a more senior support staff to resolve. I am currently still waiting on a resolution from a case opened 1/30/24!

Vorteile

reporting, time saved in the field, time saved in the office, we have great support, and we love the software. and all the new features .

Nachteile

having to have 3rd party company for support

Vorteile

Has everything we need plus some. All in one stop where you do not need to shop around for your options.

Nachteile

Growing extremely fast- we cannot keep up with all it has to offer. Is that a bad thing?

Vorteile

ServiceTitan is a great software. We use it at work and I love learning new things all the time. It has simplified so much for our company. It is easy to learn and easy to use.

It has helped us grow our customer database and reach our existing customers to be able to better inform them when a technician is scheduled, coming to their home and even follow up afterward. Our technicians love it as well and it gives us in the office all the information we need to keep our database up to date.

They offer so many ways to dive deeper into the software and learn from each other including SparkSessions, EmberSessions and Torch Network.
I would recommend ServiceTitan.

Nachteile

I haven't found anything I dislike at this time.

Vorteile

We love how ServiceTitan assists with automating our insulation, heating and cooling company. Helps us streamline so many jobs and not miss out on potential revenue.

Nachteile

The training and implementation was lacking. We also do not like getting tossed from CST to CST. We want one person not a line of them.

Vorteile

Very Powerful Software that can adapt to what you need for your Home Improvement Business

Nachteile

It was primerly built for the HVAC industry. Yet they have made huge leaps in meeting the needs of other Home Improvement industry professionals.

Vorteile

Like the fact that Service Titan if always trying to grow in there ability to make system advances. The memberships are easy to create and monitor.

Nachteile

I wish that more of the Pro products were available to everyone and were a part of the standard package.

Vorteile

Love the quarterly updates, support from the community groups to solve problems and propose feature updates.

Nachteile

Support with onboarding, and support after when using the product.

Vorteile

I love the API features and the ability to use Zapier

Nachteile

Every time there is an update it seems to slow down ST but eventually goes back to normal

Vorteile

I just appreciate all the features that service titan has and how they all integrate together. I really appreciate the fact that it communicates with our all company Excel spreadsheet and updates all of our sales in there. We use Intacct for our accounting software and exporting from ST to that is great.

Nachteile

The only thing that I really don't like about Service Titan is that there are some glitches that happen every once in awhile that have us scratching our heads. I do realize that these things happen in life and as long as things can be fixed I am ok with it.

Vorteile

I like most about Service Titan the ability to access job history including notes and pictures. I also find useful the amount of technician performance data that Service Titan allows me to access, such as billable efficiency.

Nachteile

One challenge to using Service Titan would be the initial learning curve and then navigating the seemingly endless features fluidly.

Vorteile

Service Titan offers ongoing training and updates

Nachteile

Onboarding was a bit of a struggle, and our advisors change frequently

Vorteile

Options! ST can be set up to work the way your business runs. Support has improved 10 fold in the last year or so and having the ember, spark, and torch network adds a ton of value!

Nachteile

like all software, there are things that everyone wants to change that do not get changed... like PLEASE ADD A DARK MODE!!!!

Vorteile

The technology is game changing. It has allowed our technicians to become totally paperless. Our customers are able to book online and confirm appointments by text. We are able to KPIs that include sales, technician performance and job costing.

Nachteile

The onboarding was extremely challenging and time consuming. We built our price book with way too much data and it overwhelmed the app. I wish during onboarding that Service Titan would have advised us on a maximum number of Price book items. That would have saved us a lot of issues. I do hope they will advise future Titans of a maximum amount of Price book items. I wish more of the "Pro" products were available without all the additional costs. Service Titan is a large investment, and I do wish Marketing Pro and Scheduling Pro was a part of the standard package.

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Vorteile

Their constant innovation and improvements

Nachteile

This is hard, I don't have a negative. I could say price, but that's not fair because it's well worth the cost.

Vorteile

The call recording feature which is linked to each customer, allows us to train our CSR team and helps to prep our technicians before the call. The customer notifications are also a great feature to keep the lines of communication between us and the customer flowing. This allows for greater customer satisfaction leading to more reviews.

Nachteile

Service Titans customer service is not good. Because of this the high price and the unfinished often inferior Pro products really stand out.

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Vorteile

None. The platform was too complex, the sales pitch was good, but what you actually sign the contract for is less than the add-on costs for each module that they don't disclose on the front end.

Nachteile

The introductory sales call provides pricing for the size of your business. Then, over the course of the 12-week onboarding program (overly time-consuming), they reveal that you will be paying (thousands) more for each add-on module (ie marketing, phone, etc.)

Vorteile

The software itself is user-friendly and makes streamlining everyday processes very easy. Service Titan is forever evolving and improving, so it is nice to have software to grow with you.

Nachteile

Because they are a continuously growing company, their employee turnover rate per position is pretty high, so it can be a little frustrating having to continuously work with new success managers. Support is not always the easiest to deal with as well. Also, yes the software is forever evolving, which is great, but we find it hard sometimes to be able to customize the software to fit every aspect of our business model and day to day operations.

Vorteile

Service Titan Consolidates so many aspects of running a business into one easy to use platform.

Nachteile

Some updates and features are not available in Canada

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Vorteile

It is a one stop shop for our business needs from reports and accounting to payroll to invoicing to inventory and purchasing with Marketing and GPS tracking. It has a user-friendly platform and awesome customer service. It makes us look professional with a lot less time than before!

Nachteile

At first it was a bit over whelming to get set up, but my onboarding rep was patient and compassionate and kept me motivated. It is a bit expensive, but once I realized everything we were getting for the cost, I realized it was worth it

Vorteile

No more lost paperwork. Can see customer's history.

Nachteile

Reps change too often. Would like to stick with one longer so they are familiar with our business.

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Vorteile

all of the capabilities to run an hvac business

Nachteile

the cost, and the additional cost for "pro" products, upon sign up we were told that Everything was included and then they started coming out with the pro products that are an additional fee, and these fee's are not cheap.

Vorteile

Many things! The organization, ability to track techs, look at numbers the reports i can pull to get data info the list goes on!

Nachteile

it seems to lag a little after updates .

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Vorteile

Reporting features and "build your own reports" with easy-to-use templates

Nachteile

Chat support, much to be desired, I know thats MOST companies, but for one that costs so much, its really annoying when the end user knows more than their support team

Vorteile

I like that it changes with user feedback.

Nachteile

The largest con for us is the price and learning curve for many of the modules. We had to dedicate a few individuals to champion the software and rollout larger initiatives and mass workflows. Some shops do not have those resources.

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Vorteile

One area where ServiceTitan provides two groundbreaking enhancements that improve work management. In terms of functionality, the advanced scheduling algorithm suggests accurate project timelines, and the full-featured dashboard allows simple, real-time monitoring of the team’s work and project progress to identify the distribution of resources.

Nachteile

No in-depth asynchronous analyses for heightened performance potentials. The mobile application built has limited capability compared to the desktop version. Limited flexibility of customizing the current layout of reporting templates.

Vorteile

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!

Nachteile

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.

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Vorteile

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.

Nachteile

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.

Vorteile

The most fully-functional CRM for trades organizations of all size.

Nachteile

Takes quite a bit to on-board and learn the system due to the complexity of functions.

Vorteile

Data and reports delivered quickly and efficiently.

Nachteile

Customer service. They do not have enough people to teach you to effectively use the product.

Vorteile

As a cloud-based software platform designed for trades businesses, I really appreciate ServiceTitan's comprehensive solution, seamless integration, and industry support. It’s been a game-changer for managing our operations and improving customer experiences.

Nachteile

This is an expensive solution with a steep learning curve. Reporting is okay, but if you're looking for trends, good luck. Also, once you're set up, you'll want additional functionality, which ServiceTitan is happy to provide, at a significant additional cost.

Vorteile

Nothing at the moment. They have become a company who scams their customers for every penny

Nachteile

I have paid for marketing pro for years and years. $1500 a month for a program that is lacking in every way. They auto renew your contract without any notification for an entire year commitment. I called two weeks after renewal to cancel not knowing it auto-renewed and I have been denied the right to cancel without paying 15k to cancel. I will no longer refer customers to this company and I will be looking for a new CRM.

Vorteile

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.

Nachteile

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.

Vorteile

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!

Nachteile

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.

Vorteile

The customer experience aspect to inform customers where they are at within the process. It helps mitigate the biggest complaint customers have with contractors which is lack of communication.

Nachteile

I'd like more built out in the way of budgeting and progress report dashboards. Help us gamify our gross profit and operating profit goals through each department.

Vorteile

1. The seamless workflow from the initial customer call to scheduling, dispatching, field management, payment processing, accounting resolution.
2. API integration available to other software systems;
3. ServiceTitan Pro products offerings (including marketing tools).

Nachteile

Migration from previous field management and accounting systems can be a bit tedious.

Vorteile

Easy to book calls and easy to review the schedule. Dispatching easy!!

Nachteile

My least favorite thing about service titan is the reports.

Vorteile

The standard CRM helps keep things organized.

Nachteile

Scheduling pro or formally schedule engine is absolutely terrible. We don't get very many negative google reviews but the few we have received have almost all been because of schedule engine call answering agents. When you try to cancel the call answering service they never answer the phone, they do not return your calls and they just keep billing you a lot of money month after month. They bill through Service titan so you will have to stop paying for your CRM membership in order to stop paying Scheduling Pro. It is basically a scam and reflects very poorly on Service Titan as a company.