Top 10 Service Business CRMs for the Trades

Investing in a customer relationship management system can be transformative for commercial and home service businesses that have traditionally managed customer interactions through disparate spreadsheets, phone calls, emails, and paper documents. 

For example, CRM software can solve common challenges such as:

• Workflow inefficiencies: Time wasted on tracking down customer information (e.g. work orders, estimates, invoices), and entering and re-entering the same information into multiple apps, spreadsheets, etc.

• Poor communication & customer experiences: Failing to correspond with customers promptly, or lacking the ability to communicate with customers through their preferred channels (text, email, phone, etc.). 

• Lost revenue opportunities: Difficulty tracking unsold estimates, and failing to follow up and convert open opportunities in your sales pipeline. 

With that said, if you’re in the market for a CRM solution, it’s important to understand that within the broad category of CRM software, there are generalized solutions such as Salesforce, Pipedrive, Zoho CRM, Freshsales by Freshworks, and Hubspot CRM that serve tons of different industries and business types. And then there are specialized CRM solutions that are tailored for specific industries.

For example, our platform, ServiceTitan, is a service business CRM built for HVAC, plumbing, electrical, roofing, garage door, and select other trades. So, if you’re in one of the trades we serve, you’ll find our platform offers key features and tools that can meet your business needs in a way that generalized solutions cannot.

In this article, we’ll explain how our platform, ServiceTitan, helps trade service businesses optimize customer relationship management. Then, we’ll share 9 other CRM apps on the market that also focus on the trades.  

Best Service Industry CRMs for the Trades

1. ServiceTitan

2. Jobber

3. Service Fusion

4. FieldEdge

5. Kickserv

6. ServiceMax

7. ServiceTrade

8. Successware®

9. Sera

10. Smart Service

1. ServiceTitan

Call Booking and Customer Pages: Make Better First Impressions, Streamline Contact Management, and Convert More Calls Into Booked Jobs

ServiceTitan’s user-friendly CRM system begins to optimize customer service from the moment a call comes in. 

Before a customer service representative picks up the phone, they can see the customer’s name and number in real-time — regardless of whether the customer has previously called. This allows CSRs to make a good first impression by greeting every customer and prospect by name.

ServiceTitan also displays details about the potential customer’s property, such as the age and size of their home or commercial facility (e.g. office, school, government building, etc.), providing insight into potential sales and customer service opportunities. 

For example, if you run an HVAC business, your CSR might be able to see that the new lead likely has an aged HVAC system that’s due for replacement — a potential high-ticket sale.

If the caller is an existing customer, CSRs can see their customer page, which displays their complete service history, including: 

• Customer details (such as their name, service location, billing information, and other relevant customer data)

• History of scheduled appointments and jobs

• Estimates, outstanding work orders, and invoices

• Maintenance agreement status

• And more

Whether the caller is a long-standing or new customer, all of their information is automatically logged and stored in our cloud-based CRM platform — rather than in a disconnected system of spreadsheets, Gmail, notes, and file folders.

In addition, all customer calls are automatically recorded so that any team member (e.g. customer service reps, dispatchers, sales team, field technicians, etc.) can reference those initial conversations for detailed context and information they need to provide the best possible customer support.

ServiceTitan seamlessly links this workflow to scheduling and dispatching, work order management, and more. 

Customer Experience: Meet the Booking & Communication Expectations of Modern Customers

Modern customers — people who use Uber, Netflix, and Amazon — have preferences and expectations about how they should be communicated with. They want seamless booking experiences, real-time updates about the status of their service, and transparent, accurate communication.

ServiceTitan offers a suite of CRM tools for service businesses to provide exactly the type of customer experiences consumers are looking for — starting with online job booking. 

ServiceTitan users can add a Web Scheduler or Chat to Text widget to their website and give customers an easy way to schedule a job or start a text conversation online.

Then, contractors can set up automatic SMS text notifications to confirm appointments and/or remind homeowners of a scheduled service visit, according to their preferences: the day before, 12 hours before, an hour before, etc. 

In addition, users can schedule pre-arrival text notifications to introduce the assigned technician to the customer with a tech bio — providing customers with a greater sense of comfort and security, and allowing them to learn more about the person who will be working in their home. 

And, among other things, our GPS tracking feature allows home and business owners to track their tech’s arrival in real-time. This gives customers pinpoint accuracy about when their tech will arrive, freeing them to plan their day and leading to greater customer satisfaction.

Combined, this suite of tools allows service businesses to create happy, loyal, repeat customers who share their experiences on and offline, generating word of mouth that is invaluable for service businesses.

Follow-Ups: Maximize Revenue by Increasing Close Rates on Unsold Estimates

A huge challenge and missed opportunity for many service businesses is tracking, following up, and closing more unsold estimates. Business owners often leave a lot of money on the table by simply lacking the right systems to facilitate this process.

ServiceTitan provides a suite of automation tools for improving lead management, closing more of these deals, and ultimately increasing profitability.  

For example, when a customer opens an email containing an estimate or proposal, our software sends an automatic notification to the contractor and/or their staff, prompting them to reach out to the home or business owner at that crucial moment to answer questions and close the sale. 

If an email isn’t opened or bounces back, our Follow-Up features also offer notifications and reminders to fix these issues and follow up accordingly.

In addition, Follow-Ups help with managing business processes beyond pipeline management. For example, it enables service providers to send customers automated text and email reminders about upcoming preventative maintenance events, expiring memberships, expiring credit cards, and more. 

Combined, ServiceTitan Follow-Ups improve efficiency in sales management, refine the sales process, and help contractors maintain a steady, essential flow of revenue throughout the year.

Self-Service Customer Portal: Enable Customers to View Job Histories, Book Appointments, and Pay Invoices Online

Many of our users like to encourage their clients to make use of our self-service customer portal by providing a link in their invoices. Once they’ve signed up, customers can use it to view and download invoices, upload credit card information, make payments, and view work and billing history. 

Through the portal, customers can also view maintenance agreement details and check on appointment times for upcoming visits. Businesses can set up their portal to allow existing customers to submit requests for new appointments as well — offering another scheduling option that suits modern customer needs and doesn’t require any time from your CSRs. 

Marketing Pro: Drive More Revenue with Done-for-You Email Marketing Campaigns

Getting the attention of customers in today’s fast-paced environment requires a dynamic, multi-channel approach. Beyond phone calls and text communication, email marketing automation is one of the most effective ways to reach the right customers at the right time with tailored messages to drive more business.

With ServiceTitan’s Marketing Pro add-on, service businesses can quickly and easily generate professional, targeted, and timely email marketing campaigns (using a continually evolving library of templates developed by our in-house service industry marketing and copywriting experts). 

Email campaigns can be created for any purpose, but some of the most popular options include outreach for unsold estimates, membership agreement renewals, and equipment replacements (for big-ticket items like HVAC system replacements).

Businesses can quickly and easily build tailored target audiences based on conditions such as: Memberships Expiring within 30 Days, Unsold Estimates within 5 Days, or Air Conditioning Systems Turning 10 within 6 Months.

Then, they can choose from (and customize!) our prebuilt templates that correspond to their campaign types — such as seasonal equipment service calls or expiring membership updates.

Once they’ve selected a corresponding template, users can choose to send a one-time message or set up their campaign as a recurring series, defining the terms under which a campaign will continue or stop. 

For example, they might have it stop when an email has been opened, or only after a customer has renewed their membership, booked a job, or inquired about a quote.  

Altogether, Marketing Pro features have boosted users’ membership renewal rates by 15%. Subscribers have also seen a 10% increase in conversions for unsold estimates and a 12% growth in year-over-year revenue. 

Transform Customer Relationship Management In Your Trade Service Business

In addition to the CRM features and functionality we’ve outlined in this post, ServiceTitan provides many more features and workflow automation, including: 

• Unique features to automate scheduling and dispatching

• An intuitive field service mobile app (compatible with Android and iOS devices)

• Customizable reporting dashboards for tracking key business metrics

• Project management and tracking

• Customer financing

• Built-in warranty and inventory management systems

• Accounting integrations with Intacct, QuickBooks, and Viewpoint Vista

• And more

2. Jobber

Jobber is a field service scheduling software that also offers a wide range of other features for field service business management. It offers functionality for estimating, quotes, scheduling, invoicing, and more.

However, when compared to Jobber, ServiceTitan offers:

• More robust, native pricebook functionality

• In-app access to top industry supplier equipment catalogs

• Extensive marketing functionality that reduces the need for third-party marketing hires

• More flexibility and customizability for membership plans and recurring services

• Offline functionality for our mobile app that allows techs to work seamlessly (even when they’re out of cell service zones)

• Deeper reporting capabilities that allow business owners to drill down into the sources of their data

3. Service Fusion

Service Fusion describes itself as an “All-In-One Field Service Management Software.” It offers a wide range of features, including estimates, customer management, scheduling and dispatching, and more. 

However, when compared to Service Fusion, ServiceTitan offers the following as a part of our base product (while Service Fusion charges extra for many of these features):

• Robust membership billing capabilities (bulk membership billing, and automated monthly or annual billing options)

• Scheduled report automations

• Call booking automations for easier job booking and better customer experiences

• Property data to spot sales opportunities and drive revenue

4. FieldEdge

FieldEdge offers a wide range of features, including functionality for quotes and invoicing, scheduling and dispatching, service agreements, and more. 

However, when compared to FieldEdge, ServiceTitan offers:

• For residential service businesses:

  • Integration with Google Local Services Ads

  • Seamless access to membership information during call booking

  • Adjustable capacity planning to optimize schedules for maximum profitability

  • Real-time technician tracking

  • Greater customizability and drill down capabilities for reports

• For commercial service businesses:

  • Ability to create customer specific pricing

  • Built-in customer portal with base subscription

  • A suite of project management and project tracking tools for longer term projects

  • Dynamic form capabilities that ensure staff follow best practices and improve data quality

  • Native equipment tracking and inventory management

5. Kickserv

Kickserv is another field service management software offering a variety of tools for large and small businesses. Like other FSM software, they provide a mobile app as well as desktop features for job management, scheduling, managing your workforce, and more. 

However, when compared to Kickserv, ServiceTitan offers:

• Mobile app with customer convenience features with stable offline functionality

• Customizable forms and pricing tools in the field

• Two-way SMS texting for customer inquiries and scheduling changes

• Pre-appointment GPS Tech Tracking for accurate arrival times

• End-to-End presentation mode: A visual pricing tool and estimate builder with good, better, best options

• And more

6. ServiceMax

ServiceMax, like other field service solutions, is designed to provide better visibility into your field service operations. It offers several products, such as Asset 360 for Salesforce, ServiceMax core, ServiceMax FieldFX (their mobile app), and ServiceMax Engage (for customer engagement). 

However, when compared to ServiceMax, ServiceTitan offers:

• The ability to toggle smoothly from one feature to another without the hassle of opening multiple windows, programs, or add-ons, which can disrupt workflow

• Advanced customer communication features included in our base subscription (ServiceMax requires an add-on fee)

• Highly customizable visual pricebooks that help grow average ticket prices and increase close rates

• Service agreement features that are more tailored for service businesses

7. ServiceTrade

ServiceTrade is a field service software specializing in supporting commercial service businesses. Like other FSM software, they offer tools for scheduling and dispatching, a mobile app for field technicians, analytics for business management, and a variety of other tools for running operations. 

However, when compared to ServiceTrade, ServiceTitan offers:

• Robust features for residential service businesses whereas ServiceTrade is primarily commercial-focused (i.e. we’re more suitable for hybrid shops)

• Greater capabilities to drill down into reporting data

• A more streamlined call booking process with additional features such as access to property data

• Deeper pricebook functionality that’s natively built into our software

8. Successware®

Successware® is a business management solution for the trade industry, serving HVAC, electrical, plumbing, and other trade businesses. Their platform offers features such as call booking and CRM, dispatching and scheduling, a mobile app, and other tools for running a service business. 

However, when compared to Successware®, ServiceTitan offers:

• Integrations with top accounting software used by service businesses such as QuickBooks and Intacct

• Clean, reliable, easily accessible data through practical and customizable reports (e.g. employee performance scorecards, service agreement reports, call conversion reports, etc.)

• Robust customer experience features such as technician GPS tracking, technician bios, and SMS text updates that can be automated or managed through the dispatch board

• Marketing ROI reports that show which campaigns, geographic areas, and incoming calls are generating the most revenues

• A customer support team focused on building businesses — not just answering software questions

9. Sera

Sera is a field service management software for home service businesses. It provides scheduling, dispatching, managing pricebooks, building estimates, invoicing, and financial and KPI reporting. 

However, when compared to Sera, ServiceTitan offers:

• CSR call recordings to ensure technicians always have the context and details they need to provide the best possible service while on jobs

• Greater reporting and inventory management capabilities

• Integrated customer financing for increasing average ticket prices

• More robust customer service and product resources

10. Smart Service

Smart Service describes itself as a field service scheduling software for QuickBooks. Like other FSMs, its functions include scheduling and dispatch, electronic work orders, invoicing, and time tracking, while also integrating with QuickBooks.