Implementation, Unfiltered: A Real-World Look at ServiceTitan Onboarding

When selecting field service software to run your trades business, you should consider the implementation and onboarding support offered. The implementation process can make or break software adoption or success. 

In a recent episode of the Mastering ServiceTitan podcast, we spoke with Kyle Urquart, Enterprise Implementation Consultant at ServiceTitan, to break down the entire implementation process: what it looks like, who’s involved, what tends to go wrong, and how to make it go right. 

Having been both a ServiceTitan user and now a consultant guiding commercial contractors through onboarding, Urquart showcases his expertise as he walks us through each phase of implementation, from kickoff and data discovery to testing, training, go-live, and the all-important hypercare period. 

Read on for the podcast highlights. 

What to Expect During Implementation

The ServiceTitan implementation process lasts 12 to 16 weeks, starting off with a project kickoff.  

“The project kickoff is essentially the sales team handing the ropes over to the implementation team,” Urquart says. “From there, the implementation team dives into a phase, which is generally about four weeks long, called the data discovery integration.”

During that time, the implementation team performs an initial data pool of the customer's files and uploads them into the system for review. 

“The discovery process is basically our opportunity to learn all the ins and outs of the customer's business,” Urquart says. “That way we can take all that information about how they operate to  configure the system as best as possible for them.”

During this phase, you’ll go through every aspect of the software, including call booking, dispatching, install, service and maintenance, accounts payable, receivables, and purchasing.

“The one thing I would really encourage customers to think about is every single process they have as it relates to those workstreams,” Urquart says. “That way you can clearly communicate them to your implementation consultant.”

The next phase, building discovery, is when the implementation consultant starts building out the system for the customer. 

“Based on that discovery period that we completed before, the building configuration phase is typically a four-week period. “We take the time to demo everything that we've built out, and then we ask the customer for feedback. Then we refine the build based on that feedback. On top of that, we also create custom e-learning content for the customers and their workstream owners.”

During this phase, Urquart recommends customers give lots of feedback. 

“Anything that comes to mind, definitely address it, so the system is really built out the way you need or want it to be,” he says.

Next is end user testing and training—a phase that lasts about two weeks. During this time, the customer tests all aspects of the software and notes anything that needs improvement. They also run parallel testing by performing specific tasks through the old software and ServiceTitan to understand what changed. The implementation consultant works on any required fixes and trains all end users of the software. 

“We really dive in and give them as much training as possible,” Urquart says. “We also give them access to an amazing resource that we have within the system called the Academy. When we build and configure the users within the system, they're assigned e-content learning through that Academy.”

Finally, it’s go-live time. 

“That’s always a very exciting but also scary time for the customer, because it's a hard cut-off,” Urquart says. “They're stopping one system and moving over to the other system. Our teams are there with them on go-live day and the day after to really make sure everything is running smoothly and we're helping them out with whatever questions they have.”

After launching, customers enter a phase called “hypercare.” For four weeks, customers continue to receive implementation support. 

“We’re making sure things continue to run smoothly for four weeks after go-live, and we're there for support and guidance,” Urquart says. “I’ve done implementations with other software companies and never seen a phase like this before.” 

Throughout the implementation process, companies should be open and receptive to change.

“There are going to be some aspects of your business that you want to keep the same, and maybe that's because your customers are so used to it happening a certain way. We will be cognizant of that,” Urquart says. “At the same time, you are switching to a new platform. There are going to be some changes and some differences. But one of the things that's cool about ServiceTitan is the continued growth they're putting in their product.”

Continuous Growth and Training

The Academy offers hundreds of videos ranging across the ServiceTitan platform. 

“I can't encourage users enough to go in and explore all the different videos,” Urquart says. “The more you can learn the system, the more successful you're going to be. And not only in your role, but the more successful you're going to allow your company to be as well.”

In addition, ServiceTitan users have access to a sandbox environment for hands-on learning and testing of features. 

“It’s your opportunity to play around with the different features and see how they all interact with each other without actually impacting the live environment and day-to-day functions of the business,” Urquart says. 

The sandbox is a great way to test new features as ServiceTitan continues to grow and evolve. 

“Don’t stop learning,” Urquart says. “There’s no end to training.” 

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

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