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ServiceTitan Reviews and Ratings

Rating: 6.9 out of 10
Score
6.9 out of 10

Community insights

TrustRadius Insights for ServiceTitan are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Efficient Appointment Management: Several reviewers have found ServiceTitan to be particularly helpful in managing dispatch schedules and automated job notifications for customers. This feature has allowed them to efficiently track and manage upcoming appointments, ensuring timely service delivery.

Comprehensive Technician Performance Tracking: Users appreciate that ServiceTitan provides a comprehensive solution for tracking technician's sales and performance. This functionality enables businesses to effectively monitor and evaluate the productivity of their technicians, leading to improved efficiency.

Robust Client Database: Many users value the robust client database feature of ServiceTitan. They find it to be a valuable tool for maintaining detailed customer records, including job history, equipment history, and service agreements. Having access to such comprehensive information helps businesses provide personalized and efficient service to their clients.

Reviews

14 Reviews

Sales Discovery: Dead End

Rating: 1 out of 10

Use Cases and Deployment Scope

I represent a mechanical services company in an emerging industry. This company needed a solution to manage service visits, project scheduling, inventory, technician timekeeping, and invoicing. It seemed liked ServiceTitan would be a very good fit based on their marketing videos. The COO and I made multiple attempts to try to establish a relationship with the sales team at ServiceTitan to schedule a demo. At the end of these, 2 separate sales people told us they would not demo their solution to us because our industry does not appear in their drop down list. On the one hand, I'm thankful, because this policy could be an indicator of future problems. On the other hand, we're very frustrated because every function the software lists is a function this business is seeking a solution for. My advice: If you're having trouble with the initial sales contact or information forms at ServiceTitan, scratch them off your list quickly. You will save yourself a headache.

Cons

  • Sales Policies
  • Inaccurate Marketing messages
  • Sales People

Likelihood to Recommend

Based on my experience, there is no scenario where this solution or the team that represents it would be helpful or appropriate.

BB
Brian Bleakley
IT Project Services Manager in Information Technology at Ozinga Bros., Inc (1001-5000 employees)
Vetted Review
Verified on LinkedIn

ServiceTitan – Easy, Effective, and Excellent!

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

Our company uses ServiceTitan for all of our daily needs. As a service company, we deal with a large number of customers and locations on a daily basis. ServiceTitan is used by all departments as our primary software for keeping track of customer information, scheduling and assigning jobs, and managing our technicians all across the board. Personally, I work in our HVAC installation/replacement department, and I use ServiceTitan daily to complete the bulk of my work, ranging from converting estimates into new jobs to setting up return visits for previous installations.

Pros

  • Using customer profiles to store contact information and addresses.
  • Creating estimates and converting them to jobs with consistent task code usage.
  • Scheduling and managing technicians.

Cons

  • Customer and location profiles can get confusing depending on how certain addresses are managed or billed, such as property managers for condominiums billing the individual customers.
  • Smoother updating on contact information changes between the customer account and location accounts.
  • Making it easier for technicians to transfer between jobs.

Likelihood to Recommend

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.

JG
James Goethe
Customer Service Representative in Customer Service at Badger Bob's Services (51-200 employees)
Vetted Review
ServiceTitan
2 years of experience

ServiceTitan (From an Accountant's Perspective)

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

As an Accounting Manager, integration with our accounting software is a must. ServiceTitan's exports for payments, invoices, and tie-in with inventory tracking is very helpful. They are always adding new features, so the product itself has a more developed feel when I started using it a year and a half ago.

Pros

  • Integration with Accounting Software
  • Dashboards
  • Reporting

Cons

  • Sales Tax Tracking and Reporting
  • Inventory Feedback with Accounting Software
  • Accounts Receivable Tracking

Likelihood to Recommend

Well suited for larger companies, and companies that can take advantage of numerous features like dispatching, inventory, etc. Smaller shops may not find ServiceTitan as helpful or at least potentially complicated for a scaled back operation. It doesn't have accounting software, so make sure you have QuickBooks or something similar.

AV
Adam VanderHeiden, CPA
Accounting Manager in Finance and Accounting at Barron Heating AC Electrical & Plumbing (201-500 employees)
Vetted Review
ServiceTitan
1 year of experience
View profile

Service Titan has presented allot of Service Trouble

Rating: 1 out of 10

Use Cases and Deployment Scope

As written in a previous review, Our company found multiple batching issues within the Quickbooks alliance as well as double charges to clients without any support immediate from Service Titan for an issue that didn’t exist prior to its implementation. Credit card hardware that we are billed monthly for has never connected even after following the email instructions for the simple activation. The only super they can offer is an email they won’t connect them for you. Many times callbacks or information seems a one size fits all Solution based on the Service Titan CSR’s experience level to solve the issue. The only real positive is that you have scheduling and customer tracking, long term job tracking is difficult as a technician originally assigned has to stay assigned to schedule the ongoing work daily by installers, thereby blocking his visual availability for other appt bookings. Definitely know there are better customer service and better solutions on the horizon, they’ve been the good standard because there was no other developer, now the race is on and Service Titan failures are [losing] my business. I’d explore other options like Thryve before you jump in.

Pros

  • Initial Scheduling
  • Price Book

Cons

  • Quickbooks integration
  • Scheduling of long term jobs w/out the Managed Tech having to Be attached to the job and blocking his availability for other calls
  • Customer service with Service Titan Add on products support
  • Emergency Customer service availability

Likelihood to Recommend

I wouldn’t recommend Service Titan to anyone, knowing how they operate once you’ve gone live on the system and how incomplete the training is on troubleshooting issues and CSR availability when you need problems solved. Service Titan was the best available option at one time, but that time has passed now there are better more user friendly and customer service backed

VU
Verified User
Board Member in Corporate (11-50 employees)
Vetted Review
ServiceTitan
1 year of experience

LIES! LIES! LIES!!!!!!!!!!!!!!!!!!!!!!!!

Rating: 1 out of 10

Use Cases and Deployment Scope

LIES! LIES! LIES!!!!!!!!!!!!!!!!!!!!!!!!Service Titian caused us so much grief and our company thousand's of dollars. They promised us they work well with our Quickbooks program. LIES! The amount of hours we spent on the phone with them, they should be paying me! All the issues that came about, they didn't even know how to fix themselves. We had to wait days for them to come up with solutions and call us back. So many batch's we transferred over to Quickbooks the amounts were completely wrong, doubled our transactions, or put into the wrong place. As you can see with other reviews the managed tech's price is outrageous. As well as the time cards, we always had errors we had to fix with that as well. DO NOT USE SERVICE TITIAN, IT WILL MAKE YOUR JOB 1000X HARDER!!!!!!!!!!!!! WAY TOO COMPLICATED THEN IT NEEDS TO BE AND HALF THE EMPLOYEES DON'T KNOW HOW TO HELP YOU.

Pros

  • Scheduling
  • that's it
  • that's it

Cons

  • Managed Tech's fee
  • Quickbooks software
  • Time Cards

Likelihood to Recommend

LIES! LIES! LIES!!!!!!!!!!!!!!!!!!!!!!!!Service Titian caused us so much grief and our company thousand's of dollars. They promised us they work well with our Quickbooks program. LIES! The amount of hours we spent on the phone with them, they should be paying me! All the issues that came about, they didn't even know how to fix themselves. We had to wait days for them to come up with solutions and call us back. So many batch's we transferred over to Quickbooks the amounts were completely wrong, doubled our transactions, or put into the wrong place. As you can see with other reviews the managed tech's price is outrageous. As well as the time cards, we always had errors we had to fix with that as well. DO NOT USE SERVICE TITIAN, IT WILL MAKE YOUR JOB 1000X HARDER!!!!!!!!!!!!! WAY TOO COMPLICATED THEN IT NEEDS TO BE AND HALF THE EMPLOYEES DON'T KNOW HOW TO HELP YOU.

JE
Joyce Engelsen
President in Professional Services at RHE ELECTRIC INC (11-50 employees)
Vetted Review
ServiceTitan
1 year of experience

As essential to your home services business as using Microsoft Office

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Service Titan is the operating system for our business. All aspects and segments of our business go through the platform. Because of its integrated approach, we're able to provide best-in-class client support and experience. It addresses the problem of scaling dispatching, work orders and client communication in our business. We're able to establish KPIs for field and office staff that wasn't able to be tracked before, so it has enhanced employee accountability as well.

Pros

  • Dispatching
  • Client Communication
  • Marketing

Cons

  • Payroll integration with Quickbooks
  • System alerts and notifications
  • Expanded API access

Likelihood to Recommend

Service Titan is the operating system for home services business. It's incredibly powerful for that business model of day-in, day-out home services. Any contractor who does New Construction would not make as good use of this platform for that aspect of their business. Things like progress billing, contracts, change orders, submittals, RFI's are not easily addressed with the software.

VU
Verified User
C-Level Executive in Corporate (11-50 employees)
Vetted Review
ServiceTitan
3 years of experience

Expensive, but Definitely Worth the Investment!

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We use ServiceTitan to field incoming requests for service, repair, and installation of heating and air conditioning equipment. We can record phone calls, find customer records, book jobs, process invoices, track inventory, process payments, and export this data to Quickbooks Desktop. There is also a CRM function that helps me manage our email marketing and direct mail campaigns by using data that we have gathered as a company on our current customers.

Pros

  • Call recordings for future reference
  • Dispatch board for seeing the day's work
  • Pricebook can be edited like a spreadsheet

Cons

  • Expensive
  • More functions which fire off of service location
  • Long, commercial projects are more difficult to manage

Likelihood to Recommend

ServiceTitan is well suited for residential and commercial repair work, as well as the replacement of existing systems. The area where it is less appropriate has been in the new construction side of the business. The workflows aren't as applicable and it's harder to make ServiceTitan work for these types of projects.

ER
Evan Rasmussen
Marketing Coordinator in Marketing at Paul's Heating & Air Conditioning (11-50 employees)
Vetted Review
ServiceTitan
3 years of experience

Can't Imagine Going Back After Using ServiceTitan

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We use ST for our service departments. We moved from paper processes and couldn't be happier. Communication with customers, efficiency, billing, and streamlining has all improved drastically. We are able to track so many metrics now from jobs, to technicians, customers, marketing...I don't know how we did without it.

Pros

  • Dispatching
  • Tracking metrics
  • Efficiency

Cons

  • 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.

Likelihood to Recommend

Good for service companies. May not be good for companies that are heavy in long job processes (like jobs where there are multiple steps before the job is completed, permits, city inspections, etc.)

CV
Courtney Van Delden
Septic System Specialist in Customer Service at Van Delden Wastewater Systems (11-50 employees)
Vetted Review
ServiceTitan
2 years of experience
View profile

ServiceTitan Gives You Everything to Run Your Business

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We use ServiceTitan across the entire company from field staff to office staff. ServiceTitan holds our CRM, our phone system, our scheduling system, our payroll system, and our customer communications, for the most part.

Pros

  • Appointment scheduling
  • Estimate and invoice building from the field
  • Account records
  • Service agreement management

Cons

  • Customer communications
  • Reputation management
  • Ease of estimate follow-up
  • Sales team interface

Likelihood to Recommend

ServiceTitan is excellent for a medium-sized to large-sized company, but I would not recommend it for organizations with smaller field staff and customer base. ServiceTitan has a lot of strengths and is getting better in the areas that they lack. I will say that their customer service and account managers are improving, but at the beginning of the year, it was impossible to get answers to questions. ServiceTitan can easily become the lifeline of your organization because of how powerful that is. I can say that that is such a disaster when the site goes down, which doesn't happen often but does happen. It brings the entire business to a grinding halt. Additionally, their phone software still has a lot of room for growth and is where I am least satisfied as we consistently have calls dropping.

LM
Lauren Morgan
Marketing Manager in Marketing at Peterman Heating, Cooling & Plumbing (51-200 employees)
Vetted Review
ServiceTitan
4 years of experience
View profile

The go to software for service companies

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

Our Service Department uses ServiceTitan to schedule technicians, run reports, follow up with customs, and so much more. It is our invoice and quote hub for everything enrolling service calls. The technicians have access to all the info they need from their iPads. From the moment they get a call to when they finish up at a location, ServiceTitan is another tool in their toolbox.

Pros

  • Schedule service calls
  • Follow up with customers

Cons

  • Learning curve when coming from other software.
  • Memberships are not easy to setup.

Likelihood to Recommend

We are not a sales-driven service company, so we do not need all the bells and whistles. We also have a large new construction department in which ServiceTitan is not built to handle the workflow. For a Service based company that likes to dial into reports, it's a perfect match.

VU
Verified User
Program Manager in Corporate (11-50 employees)
Vetted Review
ServiceTitan
2 years of experience