ServiceTitan Software

4.52 / 5 (169)

Our advisors have recommended this product 23 times in the last 30 days

About ServiceTitan

ServiceTitan for HVAC, plumbing and electrical home service businesses is a cloud-based field management platform that offers scheduling, dispatch, invoicing, sales, and more. The platform offers marketing ROI and conversion tracking capabilities, which links every service request call to its eventual sale or missed opportunity. A mobile solution for field workers allows them to offer visual sales presentations in the field and process invoices and credit cards instantly. Other features include custom reporting, call recording, text messaging and dashboard. The system is deployable on multiple platforms, including Mac and Windows.

The ServiceTitan mobile app, which also delivers real-time updates is designed for both iOS and Android devices. It...


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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8

169 Reviews of ServiceTitan

Average User Ratings

Overall

4.52 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(117)

117

4 stars

(36)

36

3 stars

(4)

4

2 stars

(4)

4

1 stars

(8)

8

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 169 results

May 2019

User Profile Picture

Marlin from Marlin James Inc.

Verified Reviewer

Company Size: 11-50 employees

Industry: Construction

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2019

Best in the biz

It’s allowed us to be effective with every workflow, from taking calls to following up on jobs.

Pros

Feature set and workflows are the best in the industry. Support is top notch. Software is reliable. The pages just load in a snap unlike our last software.

Cons

Like any software change, it was a learning curve. But our success team helps us use the software efficiently and answer any questions we have.

Reasons for Choosing ServiceTitan

Reliability and responsiveness of the software. ServiceTitan wins hands down.

Response from ServiceTitan

Replied May 2019

Thank you for taking time to review ServiceTitan and for being a customer. We built ServiceTitan to help contractors like you run their business more successfully. We look forward to celebrating all of your future successes.

March 2021

Ashley from Cecil's Heating & Air Conditioning Inc.

Company Size: 11-50 employees

Industry: Construction

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

Functionality

4.0

March 2021

The best move we've made!

Overall, the experience has been wonderful, even with some features missing that we feel are necessary for our workflow. Customer support has been outstanding. I think I've bugged our onboarder [SENSITIVE CONTENT HIDDEN] endlessly, and he has remained extremely patient with me. Emails are answered fairly quickly and zoom appointments are so easy to schedule.

Pros

We love that this is a cloud based software that we can access from anywhere. Clients having the ability to pay online and access their past invoices is a HUGE thing for us. The flat rates have photos and descriptions and are consistently updated, as necessary. Manufacturer catalogs can be imported. The software increases accountability for each employee. Auto-reminders can be texted to clients to avoid missed appointments.

Cons

With ESC, we could scroll down and see multiple days at a time while on the phone with a customer and trying to schedule them. Now we have to click back and forth between days. The system doesn't seem fully set up for running commercial calls. We work with a handful of commercial property managers, some with dozens of tenants and some with hundreds of tenants. Every now and then, the property manager will call us and say that the tenant is responsible for a certain invoice. In ESC, we had the tenants locations listed under the property management company's account, and we could just change the "bill to" on the invoice to the tenant. In ServiceTitan, supposedly we would have to create a whole new account just for the tenant, to be able to send the bill to them. But then that poses the issue of having two different locations for one tenant, to keep up with. If some calls are run under their own account and some are run for the tenants location under the property managers account, technicians won't be able to see the full history of calls and invoices when they go. Office staff will have to switch back and forth between the two accounts to view all the history. This is a huge issue for us that we hope is remedied soon.

Reasons for Choosing ServiceTitan

The buy one year, get one year free deal, as well as online reviews that compared ServiceTitan to FieldEdge.

Reasons for Switching to ServiceTitan

ESC is not cloud based, did not integrate well with Quickbooks, does not allow clients to pay invoices online, technicians having constant issues with mobile app, etc

April 2020

Hunter from Airplus

Company Size: 11-50 employees

Industry: Construction

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

3.0

April 2020

False Promises and Never Ending Issues

False Promises and lack of responsibility is probably the most accurate description I could give to service Titan. We started our implementation back in December and finally went live after a very long drawn out process in March. We have since had a never ending list of problems. The only options given to us at times is to message our success manager who seems way to busy to responding in a week or use technical support which also seems to be a waste because they can never fix anything and have to send it up to someone else who might reason back to you in a week and still have no solution. I feel like the product is only partial complete. We are experiencing issues like have entire calls not show up on our dispatch board after a feature was turned on. Even though these calls were booked and confirmed but the only way we find out we missed a call is when a customer calls mad that they waited all day for us but we have no idea. Other major data transition issues which I have had 3 full time employees try to fix some of the issues manually to try to stay in business because the response time on any of the data technicians is 1 week. Then to find out the data technicians will wipe out everything back to the stone ages again and again or just create some entirely new problem. Their so called data technician seem to not understand simple MySQL database calls in order to retrieve your data. I leaned how to export my data from MySQL watching free tutorials on YouTube. BTW I am an

Pros

I like the notion of better reporting. easier dispatch system, a new type of price book, call tracking

Cons

Never ending issues with getting any issues resolved. The implementation people just want to rush you in and out and avoid all the problems. The Success managers are too busy to fix any problems and you are stuck fending for yourself. At the same time dealing with angry customers.

Reasons for Switching to ServiceTitan

Better reporting and call tracking

Response from ServiceTitan

Replied May 2020

Hi Hunter, We're so sorry to hear about your experience. We appreciate your feedback. We have shared your feedback with our Implementation and Success our team. Feedback really helps us improve our business We're working hard to improve our offerings and deliver an overall better customer experience. We look forward to better serving you and helping your business, especially during these difficult times.

February 2021

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

February 2021

Service TItan - Windows to Mac for the HVAC world!

EXCELLENT customer service depending on your CSM. We have had several. Current is based out of ATL and they are amazing! Easy to use software, visual and self explanatory. Implementation was smooth but had its share of concerns. I would not import Memberships if I had the chance to do over. It would have been easier for manual import due to revenue recognition issues and membership reporting numbers being inaccurate due to inactive membership types (the imports). Overall great experience tho with the implementation team.

Pros

Customer notifications that allowed our clients to see when a tech was in route and location of route. Customer service features, clean, easy to view board and job details can be as detailed or minimal as desired. Ease of function.

Cons

Reporting software is slightly lacking. Mobile version is limited for techs on the field. Notifications for reminders are limited to one paragraph/set of content, not different based on business unit. Hardest part - we cannot sell equipment through the system due to the inability for AHRI Matchups.

Reasons for Choosing ServiceTitan

They had an overall better compelling argument. Cleaner, user friendly, simple phone integrations that made less work for CSRs.

Reasons for Switching to ServiceTitan

Desco was not moving forward with cloud based tech, when they did they offered Field Edge - newer software but crazzy expensive and limited on features due to its age. Also, it was like a dinosaur. Even their reps didnt have a good grasp on the change.

February 2021

Traver from Precision Temperature

Company Size: 11-50 employees

Industry: Construction

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

February 2021

One of the most powerful CRMs for local service companies

I love ServiceTitan. Their automated texting for booking confirmations, dispatching, and review requesting has lead to better customer communication, happier customers, and more Google reviews for our business, which in turn has led to more customers finding us through Google organically. I can't attribute any direct revenue to review gathering, but I personally believe it was instrumental in Google Organic being the second largest source of revenue last month for new customers.

Pros

ServiceTitan has it all. The capabilities and features within the software far exceeds anything we had on our previous software, FieldAware. Their support team is second to none. They're always available and super helpful. The automation and various features make ServiceTitan so easy to use and keep up with your customer's needs.

Cons

They make you pay extra for a lot of the really helpful stuff. And then when you get access to those extra features they aren't nearly as fleshed out as they'd lead you to believe in sales presentations. Without those features, however, you'll be less efficient. So it's a bit of a Catch-22.

Reasons for Choosing ServiceTitan

Housecall Pro is primarily for residential, and our client base is 75% commercial. ServiceTitan, while still designed initially as residential, has made leaps and bounds in the last year to cater to commercial businesses.

Reasons for Switching to ServiceTitan

FieldAware just wasn't giving us the features we needed to grow as a company.