ServiceTitan

Pros

Regular updates and improvements to the software

Cons

Support needs improvement - but they are working on it!

Pros

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

Cons

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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Pros

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

Cons

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.

Pros

Their constant innovation and improvements

Cons

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.

Pros

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.

Cons

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

Alternatives Considered

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Pros

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.

Cons

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.

Pros

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!

Cons

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

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Pros

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.

Cons

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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Reasons for Switching to ServiceTitan

Pros

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

Cons

it seems to lag a little after updates .

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Pros

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

Cons

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

Alternatives Considered

Reasons for Switching to ServiceTitan

Pros

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.

Cons

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.

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Pros

all of the capabilities to run an hvac business

Cons

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.

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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.

Pros

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

Cons

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

Pros

The ability to customize many fields. Also love Knowledge Base and community which helps see what others in my industry are doing

Cons

The customer support is a bit lacking. We keep switching CSMs which isnt' conducive but other than that it's ok.

Pros

Service Titan is excellent at keeping everything organized. I have worked for two different companies that switched to Service Titan. It vastly improved our customer service and efficiency.

Cons

The customer service over the years has not been great. I know they are working to improve it though. Also there are some great features that are hidden unless you ask your CSM to turn them on. There should be more discussions or annual reviews about features that companies could add to improve quality of life without the customer having to ask or research on their own.

Pros

Ease of convenience and the overall expectations that customers can receive

Cons

The ease of scheduling booking dispatching and leaving notes

Pros

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.

Cons

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.

Pros

The dispatch grid was pretty nice. Setting appointments from the call screen was easy enough.

Cons

Just about everything else. The fact that service location setup was difficult. Didn't transfer well to Quickbooks. The payment processing feature - customers didn't like that and it took too long for deposits to be received into the receiving account. There was always changes being made to the field app that caused alot of heartburn for our technicians. The many modules were great for options, but it was hard to utilize all of them for a company of our size.

Pros

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.

Cons

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.

Pros

The built-in training from the knowledge base and academy are super helpful in onboarding new employees. The release notifications that highlight new features. The Blue Collar Nerd and his helpful videos. The community to promote ideas and to see them get implemented. The online communities on Facebook to connect with other people who share your job responsibilities. And of course, Pantheon :)

Cons

Ideas take a long time to turn into new features. The system will randomly crash and there's a delay in communication for when the functionality will be restored. The certified admin course is a bit like reading the dictionary to take a spelling test. Some features aren't where you think they'll be and there are "hidden" settings that can make large impacts.

Pros

The only real software for HVAC that is in the 21st century and very tech focused.

Cons

Because they are so tech focused they can sometimes get sidetracked from serving the actual trades and creating features that the trades will use.

Pros

Service Titan gives us true insight into all aspects of our HVAC business.

Cons

Bugs after new releases are often difficult to deal with.

Pros

I like that ST can be expanded depending on your needs. There are constantly new developments (add-ons) to an already industry leading software. My guess is that most companies aren't even scratching the surface for what ST can do, which is a mistake. Invest in this software and use it to scale your business.

Cons

Price increases but this is commonplace for tech

Pros

Service Titan offers ongoing training and updates

Cons

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

Pros

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.

Cons

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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Pros

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.

Cons

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.)

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Pros

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

Cons

Some updates and features are not available in Canada

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Reasons for Choosing ServiceTitan

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Reasons for Switching to ServiceTitan

Pros

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!

Cons

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

Alternatives Considered

Reasons for Switching to ServiceTitan

Pros

I like that it changes with user feedback.

Cons

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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Reasons for Choosing ServiceTitan

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Reasons for Switching to ServiceTitan

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.

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Reasons for Choosing ServiceTitan

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Reasons for Switching to ServiceTitan

Pros

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

Cons

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!

Pros

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.

Cons

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.

Pros

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 .

Cons

having to have 3rd party company for support

Pros

Data and reports delivered quickly and efficiently.

Cons

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

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.

Pros

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).

Cons

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

Pros

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.

Cons

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.

Pros

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

Cons

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.

Pros

The standard CRM helps keep things organized.

Cons

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.

Pros

The ease of accessibility and ease of customer service assisting with any issues that arise during a normal workday.

Cons

Always updating and have to get used to using different view platform but it functions so well.

Pros

Payment processing is very valuable. So much time is saved by customers going online to make payments and not tie up anyone on the phone. Our technicians can easily take cards and mobile capture checks in the field for next day depositing.

Cons

Construction estimating and some other features that go along with this are not where they need to be yet, but they are working on enhancements all the time.

Pros

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.

Cons

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.

Pros

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

Cons

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

Alternatives Considered

Pros

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.

Cons

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.

Pros

I love the API features and the ability to use Zapier

Cons

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

Pros

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

Cons

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

Pros

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.

Cons

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.

Pros

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

Cons

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.

Pros

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

Cons

My least favorite thing about service titan is the reports.