When Sun Glow Heating & Cooling onboarded ServiceTitan software in December 2019, Leon Wright was tasked as point man for the Portland, Ore.-based company.
A former field tech, Wright is now Sun Glow’s service manager. He did most of the software integration (an ongoing job) and oversaw the process of getting the rest of the team up to speed.
To date, he’s knocking it out of the park. In less than six months, the company’s average ticket has zoomed up from $400 to $511.
And, Sun Glow’s TitanScore is 80—nearly double the industry average.
What is TitanScore? It’s a function that provides a holistic view of ServiceTitan. It shows a user all the features that are available and which ones are being leveraged. Scores range from 1 to 100. The higher your score, the more capability your company has tapped into.
“I was gung-ho about getting our TitanScore up, and trying to get as much as the software working for us as we could,” Wright says.
Essentially, that involved going into the admin view in TitanScore and poking around for features that could be helpful but weren’t being utilized.
“I learned a few things from doing that—because it gives you the ideas that you didn’t know about,” Wright says. “It gives you clues as to parts of the software that you didn’t know were there, or didn’t know how to use.”
Wright says improving your TitanScore is essentially a self-tutorial process.
“I didn’t know what the task manager was, but I read the support articles and then it made sense,” he says. “TitanScore helps with learning your way around.”
The switch to ServiceTitan
Wright was working at Sun Glow when the company onboarded their previous software package.
“Nothing was done right,” he says. “I wanted to do it right this time, with a clean slate, and be as functional as possible.”
Wright says management had previously picked the previous software over ServiceTitan primarily due to cost.
“That was a nonstop troublesome time for us,” he says. “The integration didn’t go well. The onboarding never went well and nothing was ever set up quite right. And we had very bad support from them.”
That lasted for a year and a half.
“A lot of the pain points were due to customer history,” Wright says. “It was hard to find information. The pricebook was not integrated. We had an actual book we would look through, find a code, and then enter that on our iPad (in the old software). It was a lot more steps than necessary—on the technician side and the office side. It was just a disaster.”
When Wright became Sun Glow’s service manager, switching to ServiceTitan was one of his first orders of business.
The benefits of ServiceTitan
Wright reports that everybody is happier with ServiceTitan in place, though he says any onboarding effort is challenging.
“The onboarding is going to be rough,” he says. “But definitely stick with it and jump through all the hoops. Do everything you have to do to get up and running the right way.”
Techs definitely appreciate the new software—especially having the price book built into the app, Wright says.
“The techs really like the ease of doing estimates,” he says. “They can make a bunch of estimates for a customer very quickly. They won’t leave a call without leaving four estimates for the customer of different things, which I think is awesome.”
Wright says the company is excited about ServiceTitan’s Marketing Pro feature that assists with hyper-targeted email marketing campaigns to customers.
At first, not everybody was high on the idea of adding MarketingPro, including Sun Glow’s owner. Wright says a free trial turned heads.
“We decided to give it a shot,” Wright says. “Our owner said we could try a few campaigns and if it doesn’t work out then no harm, no foul. Our owner started using it and now that’s all he talks about. He loves it.”
Sun Glow has been using Marketing Pro to do an “idle accounts” campaign.
“We’re reaching out to people we haven’t heard from in over a year,” he says. “We’re also reaching out to people with aging equipment. People get a friendly email that says now would be a good time to replace it.”
Customers are responding favorably.
“Our customers really like the text messages that go out when the technician is dispatched, and then when we book the job,” Wright says. “They really like being able to track the technician on the way to the job. We have a lot of good feedback on that. I don’t think I’ve had anybody complain about getting too many text messages or emails or anything.”
Even with such an already-high TitanScore, Wright says he’ll continue to keep looking for and finding new ways to use the software to increase productivity and raise the bottom line.
“ServiceTitan’s rolled out so many new features lately that I haven’t been able to keep track of it,” he says. “I still have to play a little catch up, but overall ServiceTitan has been amazing.”
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