There’s a wall of framed certificates at Fluesbrothers Chimney Service in Kansas City, Kansas, but the one that means the most to Madison Robertson has nothing to do with chimneys.
The certificate is in a black frame, her name printed across in bold letters below a blue ServiceTitan badge that says “Certified Administrator.” It commemorates her completion of the ServiceTitan Certified Administrator (STCA) program, which is meant to create in-shop experts who can implement, monitor, maintain and maximize the use of the ServiceTitan platform. For Robertson, a customer service representative at Fluesbrothers, the certification is a point of pride.
“I also have a copy that’s laminated and sitting behind my desk so that whenever I’m on camera, you can see it,” she said.
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No ‘shortage of what you can learn’
The STCA program consists of readings, practice tests and 18 exams, and is structured for users to complete at their own pace.
At Fluesbrothers, Robertson was an obvious choice to take the program. Her boss had already coined her a ServiceTitan “super-user” after the company went live with the software in April 2021. In total, it took Robertson roughly six weeks to complete the program. She reviewed program readings between customer calls, and took practice tests and exams at home.
“It definitely challenged me,” Robertson said. But in a good way.
The STCA program led her to dig deeper into the ins and outs of ServiceTitan. Some portions covered topics she was well-versed in, and she’d cruise through the exam. Other portions covered topics that weren’t as applicable to the chimney industry such as memberships, which meant Robertson learned those features from scratch.
“That's one of my big takeaways from the STCA: There's so much in this program that there's never a shortage of what you can learn from it,” she said.
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Randi Thompson started the STCA program in late April 2022. Four days later, she finished it.
“(I approached it as) a competition with myself,” said Thompson, the service operations manager at Bill Joplin’s Air Conditioning and Heating. “I always like to test my knowledge.”
For years, Thompson had petitioned Bill Joplin’s ownership to switch to ServiceTitan. She was finally successful in March 2021, and ever since has been the point-person at the commercial, residential and new construction HVAC shop in McKinney, Texas, on everything ServiceTitan.
That’s why Thompson was able to sprint through the STCA program—she already knew most of the answers.
“I took the test and then if I missed any questions, I went back and read why I missed it,” Thompson said. “For example, we don't do integrated financing. So I had to research that and read all the articles.
“It was interesting to learn some of the accounting stuff. Now I can answer those questions without having to send people to (our accounting person).”
A feather in your cap
Along with completing the necessary assessments, STCA candidates are asked to:
Participate in the Community forums, which can mean answering questions for other users, sharing best practices and increasing the overall knowledge of other users.
Contribute to the success of new companies joining ServiceTitan by serving as mentors or “buddies” to companies in the onboarding process.
Successfully complete additional assessments as needed related to new releases as well as changes to existing workflows.
Both Thompson and Robertson are very active on the Community forums, and have their STCA certifications proudly displayed on their LinkedIn pages. They know that the knowledge they’ve gained from the program makes them valuable to their peers—and the industry at large.
“Having this certification in conjunction with my knowledge of ServiceTitan, if this career ended for any reason and I ended up moving on or what have you, I do think that (what I bring) would be immensely valuable to another company who is using ServiceTitan,” Robertson said. “It’s a wonderful feather in my cap.”
“I got a certificate that I can share everywhere, but I also felt smarter for doing it,” Thompson added. “I felt like I broadened my knowledge base.”
As for the time it takes to complete the program? It doesn’t matter if it takes four days or four months, Robertson explained.
“The only thing that matters is that you are going to continue to learn things from this course, and you're going to have something that not everybody has,” Robertson said.
“No matter what your day looks like, you can always find the time to increase your knowledge, even if it's 10 minutes a day. So why not do the program?”
ServiceTitan is a comprehensive software solution built specifically to help service companies streamline their operations, boost revenue, and substantially elevate the trajectory of their business. Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us.