As a fourth-generation septic service business owner, Courtney Van Delden grew up learning the family-owned Van Delden Wastewater Systems from a very young age, as she and her brother accompanied their mother into the office each day to answer phones and perform administrative duties.
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"Literally, my brother and I grew up, after school and summertime, we were in that little office with our TV back there," Van Delden says. "I think I started answering phones when I was 6 or 7 and she needed a hand, just learning how to take messages and that sort of thing."
Started by her great-grandfather 85 years ago, the South Texas septic company operated as either a paper-only operation or one with a homemade database that still required paper copies and manual double entry until about two years ago. That's when Van Delden discovered the power of ServiceTitan Septic Business Software.
"Efficiency and making your company work as efficiently as possible. Everything just boils down to that," Van Delden says. "ServiceTitan makes you efficient in so many ways. Honestly, I can't see how we lived without it before."
As one of the first septic companies to try the field service software, we asked Van Delden to explain how ServiceTitan helped improve the company's efficiency by 100% and why she considers it the best septic business software for her business.
Septic tank pumping before ServiceTitan
Van Delden Wastewater Systems operates three main departments: installation, septic tank pumping, and maintenance. Before ServiceTitan, Van Delden says everything seemed cumbersome, from sending service reminders and scheduling jobs to dispatching and invoicing.
"Everything before, as far as how we used to do it, was just carbon-copy work orders," Van Delden says. "Back in the ʼ80s, my dad created a database and access. Every single carbon-copy work order that was done, we would enter the invoice in QuickBooks, and then we would enter the data into the access database, so we had a record of customer history."
When the technicians started using smartphones to communicate with the office, Van Delden says she could make scheduling changes for service calls more easily, but the techs still needed to depose the text of a new work order onto a blank carbon copy and turn it in, which created other inefficiencies. Not to mention the fact that the company only had one calendar on one computer desktop.
"Having a dispatch board where everybody can see the schedule at one time was amazing, but also just trying to be more efficient in where the guys are," Van Delden says. "How are they running? Without having to call them and distract them. Efficiency, big time."
In Texas, residential homes use an aerobic septic system. These systems must be checked every four months as part of a maintenance service contract.
"That was a whole other reason we chose to go with a software, because we needed something that would help streamline that," Van Delden says. "As you can imagine, we had over 1,000 maintenance contracts, and then keeping track of every service on paper, then entering it in the computer, making sure they turned in the paperwork, the contract-renewal expirations. It was all just very cumbersome."
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Traditional septic systems vs. aerobic systems
Van Delden says most septic systems are considered gravity-fed, with a tank in a drain field that runs under the ground. They typically require a pumping company's services every couple of years. However, an aerobic septic system is more complex and requires more-frequent maintenance.
"An aerobic system is a more advanced wastewater treatment because there's more rock, but rock doesn't treat the wastewater. The aerobic system basically treats the water in a series of tanks that are hooked up to pumps that are pumping oxygen into it. It's got alarms, in case something fails," Van Delden explains.
"Once it's treated in those tanks, it basically turns a pump on, and it pumps that treated water onto the lawn through sprinklers, just on that person's property. It's a way to recycle it," she adds. "Because it's got all those electrical components and because it's putting the treated water onto the lawn, the state wants to make sure it's being treated and everything's working properly. That's where the maintenance contracts are required."
Since signing on with ServiceTitan and creating a more streamlined digital workflow, Van Delden rapidly grew the company's number of maintenance contracts, increased revenue, discovered avenues for adding new services, improved customer information and follow-up, and saved money on reduced office staff.
Software automates septic-tank cleaning workflow
Using the septic service management software, Van Delden adds tags for specific homeowners or neighborhoods so she can clearly see when to schedule jobs in certain areas and create a more efficient route optimization for her technicians. The user-friendly scheduling software and mobile app also makes notifications easy to send to techs on their mobile device.
"You just pull the tags for this neighborhood and boom, boom, boom, let's schedule all those out," Van Delden says. "Invoicing as well, because it's very cumbersome to invoice all of those. Now the technician's able to basically do it for us. We review in the office before we email it to the customer, but that whole deal is just very streamlined."
As the septic tank cleaning business continued to gain efficiency, Van Delden says they discovered they could add roto-rootering and jetting services of drain fields to their offerings, rather than turn customers away.
"We've added a technician, he's got his tablet, he works the jobs. That's been super-efficient, and we actually may add a second," Van Delden says. "We like the roto-rootering servicing and jetting services.
"We turned down maybe 10 (rooter and jetting) jobs a week for all these years," she adds. "Because of ServiceTitan, it's made (that service) a very easy thing to add."
Software solution improves septic-service customer experience
Van Delden's aerobic system customers love the real-time texts when a tech is dispatched to their job site, as well as the automated service form they receive when the job is done. They also appreciate the automated service reminders for recurring services and notifications about contract expiration dates. It's simply better customer management.
"That's been super-efficient for us," Van Delden says. "Every time that aerobic system is serviced, we're required to send a copy of that form to the county. Before, it was coming in to us, we were having to fax a copy, or make a copy, and mail it, and then also send a copy to the customer. That's like two extra steps for every single page of work order.
"Now it's just automatically done," she adds. "That's super-efficient. They love getting those notices. Our invoices are getting paid faster."
A longtime customer recently called Van Delden to inquire about the company’s new software and improved customer management system.
"She said, 'I know you moved to software in the last few years and I just want to tell you as a customer, it's amazing and we love the communication.' She works for a solar company and they were really growing, and looking for software. She said, 'I'm calling you to see if you can tell me what you use, because we're interested in using it.'
"I thought that spoke volumes," Van Delden says of ServiceTitan's impact on her business and improved customer service.
ServiceTitan Software
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.
