317 ServiceTitan Reviews
As my title of this review states, I really like that we can do almost EVERYTHING out of ServiceTitan. There are aspects that my role will never use (pricebook, dispatch, etc), but the tools I do use are incredible at helping me succeed at my job (Marketing Pro, Audience builders, reporting). Review collected by and hosted on G2.com.
The lack of customer support can be a drag when you're in a pinch. The turnaround time can be slow, and they don't have the urgency that our boots on the ground need. Review collected by and hosted on G2.com.
ServiceTitan is able to create and pull any report that I want. It is very robust and all encompassing. It tracks multiple data points and has the ability to integrate with multiple vendors to help streamline efficiency. The ability to create marketing campaigns and pricebooks has been beneficial to our company.
The success managers are responsive and helpful which is very important with such a robust platform. Managers can also access from our mobile devices if we are away from a computer. Review collected by and hosted on G2.com.
The most challenging thing is getting all of one's data entered into ServiceTitan so it can be used well. It could almost be a person's full time job to enter data and build campaigns and pull reports. While it is easy to use, ServiceTitan is also a growing and evolving platform which makes it challenging to keep up with the updates. The YouTube videos are helpful but again it is a lot to keep up with. Review collected by and hosted on G2.com.
ST offers a lot of analytical capabilities. This is a powerful program that saves and processes every bit of data that you put into it. When done correctly, it is a beautiful thing. However, if you, your office team, or your field team is lazy or thinks you can get away with "garbage in", then you will certainly get "garbage out". ST is also really good about showing you how you can improve your usage of the program, and how to get the most out of it. If you follow their strategy, you will probably do fairly well, if not great. Review collected by and hosted on G2.com.
Per my research, ST is the most expensive FSM out there... by quite a ways. I found it to be anywhere from double to 8 times the cost of the competition (if you want to call them that). ST is really on another level - its designed that way. If you are looking for a software solution that simply helps you organize your dispatch board and digitize your field stuff, then ST is probably overkill. It's strength is its weakness in a way. It is made for the small to medium sized contractor who is looking to exponentially grow their business and potentially sell to a PE firm or go public. So if you just want to be a good 'ole contractor shop, and hand over the business in 30 years to yer boys, then ST is overkill for you. If you want to grow from $100k to $100million and then live on a yacht, ST will help you get there. Review collected by and hosted on G2.com.
I really love this software. I've been using it 7 days a week for over 2.5 years and I wouldn't want to ever use anything again! They keep growing the software so it is ever changing in the best ways! They are so supportive as a company and do a lot of training that is all free! They are like one big community. The software is very easy to use and navigate! If you have any issues or questions they have an AI search for answers to help you and if you need more help they have a live chat feature. Any integrations I've ever had to do have all been very easy and stress free! Review collected by and hosted on G2.com.
Honestly, nothing. They are always updating their software and making changes so if there is something I don't like it tends to be fixed pretty quickly. Review collected by and hosted on G2.com.
ServiceTitan is a beast of a software - incomparable to other systems! ServiceTitan offers so many features as well as integrations with other products helping with the ease of use. I have been using ServiceTitan daily for my full time role in HVAC for nearly 3 years and am impressed with its features. ServiceTitan makes every employee's role easier, more organized and holds them accountable - from CSRs to dispatchers to accounts payable to warehouse staff to technicians. ServiceTitan's features help our entire team save time every day. We appreciate how absolutely everything is tracked from our inventory being counted to our phone calls being recorded with both clients and vendors. This helps with accountability and makes us feel safer as a company. ServiceTitan has helped our company grow and we appreciate they are continually growing as well - offering seasonal updates. They continue to provide new bug fixes, enhancements and features. ServiceTitan is an essential part of our business! Review collected by and hosted on G2.com.
While we do appreciate that ServiceTitan offers updates, often, after a new release, there are glitches and it takes time for these to be worked out. Additionally, we have had trouble with technical support where they struggle to find us appropriate answers or solutions. Since we are advanced users, when we connect with support, it is typically for a more complex question and as a result, we have found it takes some time (and speaking to several different employees in different roles) to be provided a satisfying answer. We have also noticed that we are not always notified of changes in workflows in a timely fashion (example: when we are provided a new CSM or how to contact our CSM has changed). Review collected by and hosted on G2.com.
I love that we can run the entire business from one app. Dispatching, scheduling, call monitoring, lead tracking, estimates, marketing, customer communication, inventory, billing, project management, in-office tasks, technician communications, and the customer portal… the list goes on and on. We have been with Service Titan for almost four years now, and there is always something new that helps improve our standard operating procedures. The Service Titan team really does listen to what the customers need. Review collected by and hosted on G2.com.
There are some features that technicians have, that I wish the office had access to. The great thing about Service Titan is that I'm sure at some point they will! Review collected by and hosted on G2.com.
ST has helped us to dispatch our electricians more efficiently, ensuring that we are sending the right people to the right job at the right time. The online scheduling option has allowed us to offer customers convenience. And it is easy to track Marketing ROI with their Marketing Pro product. Review collected by and hosted on G2.com.
Thet have a call center - Live Services - that you can use as overflow or after hours answering service. I have not had the best experience with this service. Poor quality, misinformation, missed leads.
Also, Service Titan is expensive. Review collected by and hosted on G2.com.
ServiceTitan is a powerful software that streamlines HVAC operations by offering features like dynamic scheduling, real-time invoicing, CRM, and inventory management. Its reporting, customer engagement tools, and integrations with accounting software help businesses increase efficiency, improve customer service, and drive profitability. Review collected by and hosted on G2.com.
ServiceTitan can definitely be a bit challenging to set up, and the extra costs for pro products on top of the already expensive system can be frustrating. Review collected by and hosted on G2.com.
All aspects of our business are conducted through ServiceTitan. Our technicians receive their work orders, complete service forms, clock in/out, and generate PO numbers all from the same platform. Our office staff can dispatch, invoice, track vehicles and parts, all from the desktop. There are very few reasons to enter data in multiple systems which makes us more efficient and lets us focus on taking care of our customers. The addition of "Pro" products, FleetPro specifically, has allowed us to integrate our fleet telematics, validate service and payroll, and dispatch to emergency calls more efficiently.
The Customer Support Managers are a great resource for figuring out unique issues, and the general support line is very helpful. I speak with one or the other multiple times a week. Review collected by and hosted on G2.com.
ServiceTitan is very robust. There are companies solely built on helping contractors discover and use all of it's features. Because of this, the learning curve is daunting, especially if you're trying to learn it while running your business day to day. We used a third party (ServiceTitan Partner "Power House Group") to help us get up to speed quickly and figure out our workflows.
Also, ServiceTitan was originally planned for residential service. As a purely commercial contractor, we sometimes have to get creative to accomplish what we need. ServiceTitan has recognized their gap in service and has/is rolling out improvements for the commercial space, but we're at least a year away from a full-feature commercial product (in my opinion). It's still very possible to operate ServiceTitan as a commercial contractor, it's just not as straightforward as it is for residential. Review collected by and hosted on G2.com.
I like that the Help Center is always very responsive and polite. Whenever I have had an issue with the site they are able to diagnose and take action quickly. Service titan is also very helpful with the update videos and other communities online when it comes to using different features. Since I am using this site 5 days a week minimum, having those resources allows me to find pro-tips easily. Review collected by and hosted on G2.com.
I like that updates and fixes are always being updated for ST, it can be a bit confusing when those updates create unforseen bugs. But please keep up the good work! Review collected by and hosted on G2.com.
