Don’t fault Sally Noyen for forgetting what her job as a dispatcher looked like before Network Home Services switched to ServiceTitan.
“It was very time-consuming,” Noyen said. “But to be honest, (it’s hard to) remember. I take ServiceTitan for granted.”
Pre-ServiceTitan, there was lots of double-entry for Noyen—from Microsoft Excel to Microsoft Word to Network’s previous software, because none of those programs talked to each other. Noyen also spent chunks of her day calling technicians to find out where they were or when they left their last job so she could update the customer.
But when Network switched to ServiceTitan, all of the above instantly changed.
“Now, we don’t have to (do double-entry). It’s all in one program,” she said. “And on ServiceTitan, I can see when (the technicians) dispatched, where they left from the last job, and I have an idea of where they are.”
In fact, Noyen’s first reaction to ServiceTitan was the opposite of time-consuming.
“It was so easy to use, I remember sitting around going, ‘What do we do now?’” she said. “Because it (removed) so much of the burden of what we used to do. It made our lives a lot easier.”
With ServiceTitan, Noyen said her team is able to manage double the amount of technicians it could before—and still have plenty of time in the day for other tasks.
“We do happy calls, we chase up money if people aren't paying. Before ServiceTitan, I couldn't do any of that, because I had too much to do,” Noyen said.
“ServiceTitan has made me more productive.”
‘A nice, flawless service’
At Network, Dani Prior’s main priority as the customer service representative (CSR) manager is obvious: the customer.
And for years, she’d grow frustrated whenever she or her team missed a call from a potential lead.
“We would miss sales. We would miss helping customers, and we're here to help our customers,” Prior said. “We would miss that opportunity and didn't really have a way to call them back.”
Not anymore.
With ServiceTitan’s call recording feature, Prior and her team start every morning by going through Network’s abandoned calls.
“We can (now) call the customer back and say, ‘Sorry we missed your call. Is there any way we can help you?’ Also if (the customer) called and accidentally hung up or whatever else, we can (still) touch base with them.”
As for the calls that Prior and her team are able to answer on ServiceTitan? A green bubble appears that is linked to the customer’s profile.
“(That bubble) takes you straight to their information, and that makes our job so much easier and quicker. We can give that customer a nice, flawless service and get their information faster than trying to type it in,” Prior said.
Prior also loves that she can now click a button that says “Get availability” while she’s on the phone with a customer to see what appointment times are available. And she loves the many different tag options.
“We have tags for two-story homes. We have tags for ducted air conditioning. We have tags for customers who have a dog, so our service tech knows to take a bone out and make the customer's experience a great one all around,” Prior said.
“The information that we can see and use at our fingertips now is so much easier with ServiceTitan.”
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‘Streamlined and clear’
Spencer Wilson doesn’t like admin work—no technician does.
That’s why for years, the Network plumber especially hated using the company’s double-sided quote book that he’d need to manually write on whenever he presented three quote options to a customer.
“It was just so annoying to use,” he said. “You could only write a minuscule amount for each (option), and then if you made a mistake, obviously it looked pretty bad because you had to (cross) it out or white it out.
“(For some jobs), it was really difficult to get all that information onto a piece of paper.”
That’s one reason he loves ServiceTitan. With the pricebook built into the software, Wilson can now easily present good, better, best options on his tablet in a clear and easy-to-read format—in minutes.
That on its own, Wilson said, has led to more sales.
“When the client understands the job, they feel safe, and that's when we can do our thing and we can provide the service that we provide,” Wilson said. “It just makes it streamlined and clear. That's the only thing (the customer) wants. If we can provide that service and they understand what's happening, they're going to feel more comfortable with the entire process.”
Wilson also loves ServiceTitan’s call recording feature. Pre-ServiceTitan, he’d gather as much information as possible about the customer en route to a job—but he was limited to the CSR’s notes and their previous software’s poorly formatted customer job history.
“But obviously, (our CSRs) are not plumbers, so when they write the description for a job, sometimes details can be missed. Or sometimes, the client has a poor description of what their problem is,” Wilson said. “You'd be surprised how many people say they've got a burst pipe and it's actually an overflowing sewer outside.”
That’s when ServiceTitan’s call-recording feature really comes in handy. Because now, Wilson listens to the customer’s call en route to the job, where he can “actually decipher what the problem is,” he said.
And that’s not all.
“It helps me understand what the client’s like: their personality, whether I need to be slow and patient or whether I can be a bit more joyful,” he said. “It molds me for how I respond to (the job).”
