When the leaders at ENCON Heating & AC decided to upgrade their operating system, they were determined to find a single software solution to manage their wide variety of projects.
The Connecticut-based shop handles residential service and replacement and commercial construction, and after switching to ServiceTitan a couple of years ago, things changed for the better across the board.
With refined reporting, more accurate pricing on jobs, quicker invoicing, and improved project management, life is better in the office.
But it’s the response from customers that has ENCON excited.
“My commercial customers – specifically those who have multiple locations – can see what's going on at each individual site (via the customer portal). It's for them. It's an eye-opener,” said Commercial Service Manager Steve Dias.
“(They’ll ask) ‘When did you guys come out with this? Oh, this is amazing.’ And we're like, ‘You're welcome.’”
Improved customer experience
Rave reviews from customers – especially commercial clients – is music to the ears of Toby Giangrande, Vice President of Commercial Contracting & Service.
“Client relationships are paramount to our business,” he said. “If we don't have a relationship with a client, we're just like any other commodity on the street instead of a trusted advisor or partner.”
The improved customer experience cuts across all projects, but Dias considers it a game-changer on the commercial side.
He loves ServiceTitan’s up-to-the-minute notifications during jobs, which provide transparency for customers and increased accountability for technicians.
“We could be dealing with a decision maker who is three states away, but now they already know (the status of a job),” Dias said. “Once the job's done, (customers) already have the ticket in their inbox. And we didn't have that before. We've always wanted that.”
Another perk for customers: They can easily get a complete snapshot of their equipment – model numbers, serial numbers, when something should be replaced, etc.
“We didn’t have that capability in the past,” Dias said.
Better project management
ENCON has felt the benefits of ServiceTitan in every aspect of its business, and Giangrande is a fan of the improved efficiency for project managers.
“It’s definitely a product you should consider if you're a business owner working with an archaic (Enterprise Resource Planning) system,” Giangrande said. “It speeds up the process of getting things done and is a lot more accurate.”
A few of his favorite features:
Financial management: Giangrande loves that ServiceTitan allows project managers to understand “where a project is, what your costs are, what your burn rate is, and your potential gross profit.”
Project closing: This gives a project manager the ability to see all of the open purchase orders, open subcontractors, and to confirm the project has been billed accordingly. It assures that “all of the necessary steps and costs are in there before we close the project,” Giangrande said.
Reporting: Giangrande says the work being done on jobs at ENCON has been more consistent because of the built-in accountability this feature adds. Dias uses it to track calls and to “get a quick snapshot of how we're doing and what we need to do for the next day or the week.”
Not just for residential
For ENCON President Stillman Jordan III, adding ServiceTitan is a win because the team no longer needs multiple systems to run things.
“The fact that we’re able to run our entire business on one platform – we have a lot of the automations, the automatic customer notifications, and the online customer portal, while also being able to run a commercial construction project – it’s very powerful for us,” he said.
For Dias, ServiceTitan has had a tremendous impact on the commercial side. And he has a message for contractors who assume ServiceTitan is for residential shops:
“They're wrong. They better make that jump,” he said. “Hurry up. You're missing out. This is the right program for your company, no matter the size – whether you're three people or 300 like we are.
“This software is definitely going to take you to the next level.”
