ServiceNow Customer Service Management vs. ServiceTitan

It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

ServiceTitan seems to be incredibly customizable depending on what is needed, and therefore I would recommend it in any case where customers and jobs are recorded and scheduled. It can be used in a variety of ways and has multiple functions, including revenue and inventory tracking. Whether a big or small company, I feel with proper training anyone could utilize ServiceTitan very effectively to improve both productivity and record-keeping.

Incentivized

• Allows for clear communication between help desk and end users.
• Provides a clean inventory option for both hardware items and software licenses.
• Navigation is very intuitive and user friendly.
• Many reporting features for all levels of the company.

Incentivized

• Real-time tracking. The biggest problem in logistics in, my opinion, is knowing if your products are arriving on time or not especially as it pertains to food, that was huge here.
• Most of our managers travel constantly from corporate to distribution because of how centralized the company is they needed something flexible that allowed them to run reports whenever and however.
• Ease of use - I'll be honest in that our employees are not the cream of the crop as it pertains to their education, this software made the learning process simple.

Incentivized

• Adding in additional chat features would be nice
• Viewing where you stand in priority
• Having a way to automate more of the processes

Incentivized

• We'd like to be able to text estimates (currently, email is the only function)
• We'd like to have audit trails on Customer and Location records (currently only at the job level)
• We'd like to be able to email/text the customer multiple options within estimates, like the techs can do on their tablet, it's just not a function that can be presented by the office.

Incentivized

ServiceNow Customer Service Management has been in our organization for quiet a while now. We tried other solutions as well. But they were not as effective as as ServiceNow Customer Service Management, either they're not cost effective or they lack the features. ServiceNow Customer Service Management however, is a complete package it's soft effective and it comes with the features that suffice our business need. In a nutshell ServiceNow Customer Service Management is what we need!

Incentivized

I rarely run into any issues while using ServiceTitan other than the occasional scheduled maintenance. It is very intuitive and easy to learn, with many capabilities that can be suited to any job position in a business. The functions are consistent regardless of your department or use case, and can be easily customized to fit any and all of a company's needs.

Incentivized

Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

Incentivized

ServiceNow Customer Service Management is much more configurable and "Enterprise-Ready", but doesn't work as well out of the box and doesn't guide you into deploying a service ready workflow.

Incentivized

autotask has a sales team that can work with you to understand your specific business scenario. They have offered to scope an integration project with us. We are looking forward to making progress on a tailored solution with them

• The negative impact for my team is the delay in team completing tickets but not a system issue.
• A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
• Negative impact is that there is no user job aid or helpful tools for new users.

Incentivized

• We can more effectively retain customers and send them offers if it's been a while since their last visit.
• Our cash flow has dramatically improved because now the technicians invoice everything.
• We can get estimates out the door within the hour, not days later.

Incentivized