Bradham Brothers, an HVAC and electrical company in Charlotte, N.C., is going through onboarding with ServiceTitan. With 50 employees and about 20 trucks in the field, taking on a new software can be a challenge. This company took ServiceTitan along for the journey.
Part 4: The Setup
With six weeks to go-live, Bradham Brothers President Pete Bradham remained excited about the potential with ServiceTitan.
But …
“I will admit, I am a little overwhelmed with how much it takes to do it,” Bradham said. “But Nora's been a champ.”
That would be Nora Bishop, Bradham’s Georgia-based onboarder, who holds weekly check-ins via Zoom to keep the process on track and works in the background to set up the account.
In mid-April, the biggest issue is Bradham’s pricebook. He hasn’t given it to Bishop yet—a point she politely makes more than once in their onboarding check-in.
“She coaches you along and helps you,” Bradham said. “I'm really excited and I love how everything has kind of progressed. I'm seeing more and more things that excite me because of the change that I want in the business.
“There are a lot of things that I don't really know I want until she brings them up, sort of enlightens me on what’s possible.”
Big concerns? Nah …
Otherwise, Bradham said, the onboarding is going well. At least he thinks it is.
“It's going so well that I don't have any concerns,” he said. “I wish I did. I just feel like the whole process is going so smoothly, especially with the experience that Nora has.
“I feel like I'm in really good hands and not just dropped off, hey, here's your software, go use it.”
Things are going so well, in fact …
“Nothing is concerning me at all,” Bradham said. “That's why I'm concerned.”
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Another issue? 3 for 15
But the meeting with Bishop exposed another issue for Bradham. With six weeks to go until go-live, only three (of 15) technicians had signed in to the Academy, ServiceTitan's online training program.
“That was another eye opener,” Bradham said. “I speak to them, every meeting that we're in, hey, get on your Academy, get in there and start training, get in there and do this.
“And for some reason, I don't know what it is, they just, they don't seem to be following through with it.”
He compared the situation to his need to get his pricebook to Bishop.
“They don't have any pressure on them, like that pricebook,” Bradham said. “We'll have to give them a little more pressure and get them ready.”
Still, Bradham wasn’t that surprised. Technicians, he said, generally seem to be procrastinators anyway.
“They wait till the end and they fight the fire that's in front of them,” he said. “Maybe the closer we get to it the more excited they'll be. They’ll get on there and watch a couple videos.”
According to Bishop, they better.
UP NEXT: The Technicians
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