ServiceTitan Avis 393

Easy to use and accessible on desktop and mobile.

We enjoy ServiceTitan but I will say it does have some quirks and manipulations that need to happen to get through some important tasks, but I also will say customer service is so very helpful and will get you through any issues that arise. They fix any issues that happen with glitches or software issues promptly. From an Accountants point of view - Excellent software. User friendly software.

We keep having a recurring issue with NMI updater not running. It happens about every 4-5 months on average. It's frustrating that this issue hasn't been resolved. In Addition your frequent UI changes make it difficult for users to catch up. Some of the changes have been helpful but as soon as users get used to one you're making more massive changes.

I think service titan is mostly a great platform. The biggest issue I have as a negative, is that using multiple devices(I use 3), results in being told to reset your password. I’ve been told this glitch has been present for years and hasn’t been fixed yet. As a supervisor this is very frustrating.

The customer service is great and professional and the are on point in helping you resolve whatever your issue is. They also will walk you through step by step to make sure everything is understood and give you the tools to use it for you next time it occurs

We changed over to Service Titan 3 years ago and what an improvement to our company, We are much more efficient now and save a great amount of time on dispatching our Technicians and our sales team. Thank you!

USER FRIENDLY

I find that the new updates are extremely confusing and time consuming because you are constantly looking everywhere to find things that were easy to find with the old system. this is just in general and no specific date as I am currebntly working of the old system for the majority of my calls as I find it very easy to navigate.

Too expensive for sure. I'm extremely disappointed with the payment update last year that requires me to "trick the system" to give change to a customer. I'm even more disappointed that Service Titan's response to our corporate office (Neighborly) is basically live with it, we're not changing it. Why wouldn't you be willing to identify that the update is most certainly not more efficient and customer satisfaction is suffering? As a business owner I've recommended our franchisor use someone else if we are going to pay top dollar but not be heard.

Its incomparable

The software is so much better than the market currently has. I am 100% confident my company and my life would not be where it is today without Service Titan.

Though we do not always get the support we want (easy fix it) we are often provided resources to figure out stuff on our own (often a setting conflict or reporting data set, misunderstood). I like that process since it's difficult to put everything we do in one cookie cutter box. We can design our box to fit our cookies, and other companies that do have similar processes are able to share ideas on the community site and managed FB groups. I do wish we had a more engaged training process with team members that are not admins. The biggest feedback item I receive from our team is that there are always intermittent issues that are difficult to duplicate and often result in not getting reported.

Been using this for years, keeps getting better and better.

Great software and friendly staff.
One fact is that they are growing very large and offer many services to the service solutions industry.
Now with the personal touch of one-on-one success managers, I give them 5 Stars!

I emailed support on 4/4/23 for an issue with financing "as low as" options when presenting options during estimate process. I even sent a screenshot showing the estimates with the "as low as" options. My response basically said that the customer's invoice was only for $64.20 and that amount did not reach the minimum amount for financing. I clearly noted that this was for estimate financing not invoice financing. I replied and got no response. I ended up creating another ticket for ST support to call me. Mostly so i could vent about how irritated i was that i get support to stop and read an email before throwing out a response and closing the ticket. During phone call, i found out that my case was re-opened and sent to the financing support dept. This was probably the worse support experience that i have EVER had with ST

The program checks quite a few box's and is good overall, having been with ST since the beginning I find it has become difficult to get training, unless your training yourself. I have even had to resort to outside companies at times for help. Customer service has gotten better but that at times still takes to long in my opinion. And lastly the cost.... I suspect there are other competitors out there these days but have never checked because the cost was good, not sure what the future will hold ?

First Service Titan has gotten so many horrible reviews on google they have taken down their listing. Below is my reveiw that pulled from google.
We had looked at Service Titan multiple times over the last several years and decided to make the change in December 2022. Our launch date was at the end of January and after a little over 1.5 months using Service Titan it does not live up to the hype.
Implementation is poorly executed and after support is limited. For implementation we were grouped with multiple other companies and signed up for 2-hour trainings multiple times a week. They where not trainings they where presentation on how to use the system that may or may not be relative to your business.
There where issues with getting our customer data out of our old CRM, and I was told multiple times during set up that when we got the complete data it would easy to add. I received the final set of data right before go live and was told “success” would handle. Success is the group that is supposed to support after going live.
A week after go live I received a email to set up a meeting with our “success group” there was literally one appointment available on a Thursday two weeks away. A couple of weeks later I get another email saying do I have questions because I had not signed up for “success”. I replied I did have questions but no appointments where available, then suddenly I had one on Friday.
During the success meeting I asked about integration with Google Guarantee, Angi’s List, and our Website. This was in addition to our upload to additional data. I was told that should have been handled in intergration.
When we went live our “tax” was not being charged it was fixed then a day later unfixed, this cost us over $1000.
The reports are to segment and disjointed – the data is there but finding what your looking for is time consuming and aggravating.
One of the things I asked during implementation where could I find what cc deposits where made or scheduled (we are using ST processing), I was told, will get back to you by our implementation specialist. There is actually a report that shows this data, one of the few actually useful one. How can an implementation manager not know this.
I have tried multiple times to upload cost to our price book but it does not work. I am in the process manually entering everything.
Support for simple questions is painful. I typically use chat because I can multi task, on several occasions I have just left the chat because it is obvious the support person does not know what they are talking about. I keep trying with other chat people till I get someone who knows what they are talking about.
Service Titan is pushing for Garage Door Companies to sign up with them, but they are not integrated with any of the manufacturers catalogs, yet they do this for HVAC.
I have written this review several times and did not post, because I know how impactful these reviews are.
That being said the last straw was tonight I am trying to run a report for Sales Tax – in TX we pay as we collect – ST tax report does included any deposits taken. So another ST failure in the long list many. _ Update I do see that the Google in now displaying reveiws again - the 40 One Star reviews in the last 5 months.. Rating was 4.4 when we signe up now it is at 3.9 on Google. No need to reach out we are stuck in a 3 year contract with a CRM that is junk.

It integrates with everything seamlessly and gives us the data we need to make informed decisions.

Great software and offers tons of tools. You really need to make sure your business model is dialed in and you forecast for growth or possible addition for services. I would ask to see if you could take the ST master course or if they have something different. They used export our pictures yearly and they no longer do that. If they had better customer service that would be a plus. We have a CSM and she’s great but don’t have much luck with support.

Support has gone down the drain. Platform is wonderful, but get ready to figure it all out on your own. And pray you don't have any data glitches, bc that is like a foreign language to them.

The ServiceTitan platform is relatively user friendly and accommodating. I really enjoy all the opportunities they provide for networking and getting tips and tricks from others.