A customer service representative from Lee's Air (HVAC) gives a positive testimonial about ServiceTitan (July 2017), describing how the software improves CSR efficiency, call handling, dispatch visibility, job history access, SMS notifications to technicians, and overall ease of use—reducing paperwork and confusion and shortening training time.
Servicetitan impacts the efficiency of our csrs by giving us the tools to allow us to be efficient. They gave me what I needed without me even asking. The first thing I do when I sit down at my desk is I turn on ServiceTitan, see where we are with the dispatch board, what jobs are out there, what I need to help the guys get to. And then I go to the call screen. As the calls come in, the green bubble pops up. All their information, their job history pops up. And before they even start telling me what's going on, I know what they're talking about without having to ask more, more questions to prolong the conversation. I want to get them taken care of as quickly as possible. You already know. Oh, that's great. You guys are wonderful. The old software system did not put anything in order, so we actually had to print out their jobs and number them for them. Now, service technique, it's all right there and we can send an SMS message to the specialist and let them know they have a new job. We don't have the confusion of information because if the paperwork gets lost, you don't know what's going on. If it's in service, Service Titan is right there. Anybody can access it within the company. The ease of use with ServiceTitan makes that transition for anyone who's not comfortable with that technology that much better. ServiceTitan is definitely as easy as navigating on your own phone. It was just a matter of the couple days of training, then the guys were ready to go. It's made my life at work so much better.
