This is a short CSR testimonial (YouTube) describing how ServiceTitan transformed dispatch and customer-service workflows for a plumbing company. CSRs report immediate access to customer data via a "green bubble" (name, address, history), easy scheduling through calendar clicks, drag-and-drop dispatch onto technician photos/timeline, integrated invoicing visibility, in-app texting to technicians, and real-time visibility of sales. They emphasize faster onboarding (about 1 month versus ~15 months for the old system), reduced administrative work, fewer redundant calls/emails, and strong endorsement of ServiceTitan as a clear improvement over prior software.
Using Service Titan has actually made people think that we were psychic. When a customer calls in, that green bubble pops up. I already know their name, I know where they live, I know their past history, whole calendar is there. I can just click whatever date they want, the time. I can assign a technician. It was a much easier experience to see where our texts were, if they were working or not, if they were dispatched to a call.
As a dispatcher, you need to be working in the most efficient way possible. You just click on a call and it's as simple as moving your mouse up and you can drop it onto the technician's photo or the timeline on the board and it puts the call on them. Before, it was much more of an intensive click on every single call, look through at the notes of every single ticket, and also the fact that the invoicing wasn't integrated. So there was a lot of admin work that made the job more time consuming and you're less likely to focus on maximizing opportunity. In terms of dispatching, we had a lot of redundant phone calls or emails. For something that's a quick exchange, I.
Can text through through Service Titan that technician that's on his way and say, hey, this person's going to be late. So if we need to send him to another call really quick, we're able to do that.
It's the greatest thing that ever happened to me. We're actually able to see that they've sold something in real time, so less instances of us having to go to them because the software is automatically keeping us in the loop.
The old software that we had, it took me about 15 months to get comfortable with it, but with ServiceTitan, I was up and running in about a month. It is a very quick process. It's very simple, easy to use compared.
To what I would have imagined the transition would be, which I was thinking this lengthy process that was going to take a couple months or so, we were essentially dispatching in the same way within a couple days.
Why would anybody ever go back to old software when they have Service Titan? It's a no brainer.
