ServiceTitan Reviews

The all in 1 Software for the trades

Comments: Overall ServiceTitan is the best. I am a huge advocate for the ServiceTitan software. I only want to see it grow even more than it already has. They are constantly improving the software!

Pros:

I love the all in one software that ServiceTitan is. It combines so many features into one convenient location. I have always felt this way since the beginning.

Cons:

ServiceTitan is a wonderful software. And I don't have anything to say that could be a con at this time. Maybe that I wish more people were using the community feature!

Best HVAC software out there!

Comments: Very good, we having been using it for four years and we are still learning and getting to know the product.

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.

ServiceTitan - buyers beware!

Comments: Nightmare. Had to cancel my contract and fight with them to cancel it.

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.)

Gave it 4 only because there's always room to improve.

Comments: Overall, we love using ST. We can customize a lot of features to meet our needs.

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.

ST is the best way to grow your business

Comments: ST continues to grow and evolve with the service industry. They dedicate time to offer webinars and training that not only help you in the software, but help you grow your business. Some of the Pro Products seem overpriced for what they offer, but that also depends on the size of your business and your needs.

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!!!!

Great product .. at what cost?

Comments: Though it is pricey and customer service is not great, Service Titan has really helped us maximize profit as we are able to free up time to use our team to their fullest potential. Once trained the technicians, CSR, DSR, Office, Warehouse team and Marketing team all have a part to keep the business at it's peak.

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.

Project Management Perfected

Comments: With ServiceTitan, the management of projects has been easier; not complicated procedures have been made systematic. The platform is easy to use: direct coordination results in fewer gaps and improves organizational team productivity with unprecedented ease.

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.

Office Manager

Comments: We've been using for over 5 years and it is so much easier than our old, manual system.

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.

We would absolutely recommend any company use service titian

Comments: very happy with service titan and all of the possibilities in helping out company grow

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 .

Still Growing

Comments: Service Titan has been at times overwhelming but we've put the resources towards it necessary to improve and grow our business.

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.

ServiceTitan Review

Comments: 8 of 10 overall. The product itself is phenomenal but is dragged down by the lack of customer support. They will issue you a CSM but he/she changes almost monthly.

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.

The Joys of Software - Service Titan

Comments: From an accounting angle, it's great from top to bottom - nuts and bolts - assist with all aspects - and export with ease to other software i.e. Quickbooks Enterprise.

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.

6+ Years Using Service Titan

Comments: Both companies I have worked for saw major improvements after switching software. Service Titan provides a level of detail that the other systems were missing.

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.

Great for orgnaization

Comments: Great product, Service Titan's service is good and helpful, also customer's love getting notifications when our technicians are on route...
Overall, our technicians like it and our office staff.

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.

Mostly Intuitive, but support is always there to help

Comments: ServiceTitan was my first experience with scheduling software, it was pretty easy to learn and mostly intuitive. There are so many learning paths offered to you as a user and depending upon how you plan to utilize the software, you can start basic, and when you are ready to dive deeper into it to maximize the software - you can do that too. I have not yet found a limit to how much I can learn with it. The customer notifications are amazing. The customer receives a text and email notification when the appointment is booked, as well as a reminder the day before the appointment. When our technicians dispatch to a customer, the customer receives a text message and the techs picture. The tech also calls the csutomer through ServiceTitan (all calls are recorded). We've received such good feedback from customers, they are always in the loop regarding their appointment. I love it.

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.

Scheduling pro is pretty awful, stay away.

Comments: Bad. Despite years of building out the Service Titan CRM within our company I am seriously considering switching to House call pro or one of the other CRM software's even though it means redoing everything which is a lot of work.

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.

ServiceTitan- the Full Featured Software Solution

Comments: We have had a great experience with ServiceTitan. They are willing to listen to their customers in terms of suggestions to improve the product. Support has been responsive and knowledgeable. We appreciate the forward-thinking approach of ServiceTitan's software development. They are constantly releasing version upgrades designed to enhance the product.

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.

Overly expensive

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.

Great Product

Comments: Overall it is one of the best pieces of software I have worked with in the industry for a long time.

Pros:

The ease of workflow and the integration that puts everything in one system helps greatly with efficiency.

Cons:

The reporting functions leave something to be desired. It is a bit difficult at times to get reports the way I want them.

Ulysses-Besser

Comments: I LOVE SERVICETITAN, It's simple and easy to learn. Love the Academy as well

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

MacFarlane x ST

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.

Ease & Efficient

Pros:

the ease and efficiency it creates for the entire company and client experience

Cons:

at times being able to find needed information

Service Titan is the best

Comments: I love service titan and all the the ways that every employee in our company uses it.

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.

My Service Titan experience over the last 21 months.

Pros:

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.

Cons:

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

Best in the Industry

Comments: Save for a few hiccups with customer support, it's been excellent!

Pros:

It does sooo much and integrates every part of our business into one platform. Gives us many ways to see and tackle issues.

Cons:

It does soo much that it can be difficult to navigate, especially for new users.