ServiceTitan reviews

It does everything you need in one program!

I wish there were not so many add-ons that cost extra.

The technology is game changing. It has allowed our technicians to become totally paperless. Our customers are able to book online and confirm appointments by text. We are able to KPIs that include sales, technician performance and job costing.

The onboarding was extremely challenging and time consuming. We built our price book with way too much data and it overwhelmed the app. I wish during onboarding that Service Titan would have advised us on a maximum number of Price book items. That would have saved us a lot of issues. I do hope they will advise future Titans of a maximum amount of Price book items. I wish more of the "Pro" products were available without all the additional costs. Service Titan is a large investment, and I do wish Marketing Pro and Scheduling Pro was a part of the standard package.

Nothing at the moment. They have become a company who scams their customers for every penny

I have paid for marketing pro for years and years. $1500 a month for a program that is lacking in every way. They auto renew your contract without any notification for an entire year commitment. I called two weeks after renewal to cancel not knowing it auto-renewed and I have been denied the right to cancel without paying 15k to cancel. I will no longer refer customers to this company and I will be looking for a new CRM.

I love the simplicity and efficiency it provides to my jobs

The price can be a little much for a smaller company but it’s well worth it

Their constant innovation and improvements

This is hard, I don't have a negative. I could say price, but that's not fair because it's well worth the cost.

The software itself is user-friendly and makes streamlining everyday processes very easy. Service Titan is forever evolving and improving, so it is nice to have software to grow with you.

Because they are a continuously growing company, their employee turnover rate per position is pretty high, so it can be a little frustrating having to continuously work with new success managers. Support is not always the easiest to deal with as well. Also, yes the software is forever evolving, which is great, but we find it hard sometimes to be able to customize the software to fit every aspect of our business model and day to day operations.

I love all the capabilities, support and recourses that Service Titan offers. I also really appreciate the fact that they listen to us, the customer, and implement our ideas and enhancements. The customer communications and online payments is something we lacked in our old software that has made our lives (and our customers lives) so much easier!

I can't think of any real cons, if something isn't working right its usually user error or a bug that they fix quickly.

The most fully-functional CRM for trades organizations of all size.

Takes quite a bit to on-board and learn the system due to the complexity of functions.

We love how easy ServiceTitan makes things on our customers. Automated text messages when a technician is on the way, ability to pay their invoice online, and fast online scheduling with real time availability makes us very simple to do business with!

The implementation and setup is quite the process. New feature onboarding requires a lot of research and figuring out for yourself. ServiceTitan helps as much as they can but not having a dedicated account rep anymore makes this a little challenging.

Payment processing is very valuable. So much time is saved by customers going online to make payments and not tie up anyone on the phone. Our technicians can easily take cards and mobile capture checks in the field for next day depositing.

Construction estimating and some other features that go along with this are not where they need to be yet, but they are working on enhancements all the time.

The ability to customize many fields. Also love Knowledge Base and community which helps see what others in my industry are doing

The customer support is a bit lacking. We keep switching CSMs which isnt' conducive but other than that it's ok.

Service Titan is excellent at keeping everything organized. I have worked for two different companies that switched to Service Titan. It vastly improved our customer service and efficiency.

The customer service over the years has not been great. I know they are working to improve it though. Also there are some great features that are hidden unless you ask your CSM to turn them on. There should be more discussions or annual reviews about features that companies could add to improve quality of life without the customer having to ask or research on their own.

As a cloud-based software platform designed for trades businesses, I really appreciate ServiceTitan's comprehensive solution, seamless integration, and industry support. It’s been a game-changer for managing our operations and improving customer experiences.

This is an expensive solution with a steep learning curve. Reporting is okay, but if you're looking for trends, good luck. Also, once you're set up, you'll want additional functionality, which ServiceTitan is happy to provide, at a significant additional cost.

Easy to book calls and easy to review the schedule. Dispatching easy!!

My least favorite thing about service titan is the reports.

The dispatch grid was pretty nice. Setting appointments from the call screen was easy enough.

Just about everything else. The fact that service location setup was difficult. Didn't transfer well to Quickbooks. The payment processing feature - customers didn't like that and it took too long for deposits to be received into the receiving account. There was always changes being made to the field app that caused alot of heartburn for our technicians. The many modules were great for options, but it was hard to utilize all of them for a company of our size.

The built-in training from the knowledge base and academy are super helpful in onboarding new employees. The release notifications that highlight new features. The Blue Collar Nerd and his helpful videos. The community to promote ideas and to see them get implemented. The online communities on Facebook to connect with other people who share your job responsibilities. And of course, Pantheon :)

Ideas take a long time to turn into new features. The system will randomly crash and there's a delay in communication for when the functionality will be restored. The certified admin course is a bit like reading the dictionary to take a spelling test. Some features aren't where you think they'll be and there are "hidden" settings that can make large impacts.

Effective workflows, robust system allowing us to grow

can be hard to find how to do things on the back end, not very intuitive

The only real software for HVAC that is in the 21st century and very tech focused.

Because they are so tech focused they can sometimes get sidetracked from serving the actual trades and creating features that the trades will use.

Love the customizability, the simplistic use of features, the support and community that ST offers

Some features are lacking, and hard to use. sometimes things feel "clunky" (different processes etc).

I like that ST can be expanded depending on your needs. There are constantly new developments (add-ons) to an already industry leading software. My guess is that most companies aren't even scratching the surface for what ST can do, which is a mistake. Invest in this software and use it to scale your business.

Price increases but this is commonplace for tech