FieldEdge To ServiceTitan | Transition Guide

What's going on, everybody? It's Richard Coburger here, the blue collar nerd appearing on behalf of ServiceTitan. And in this video, I'm going to be going over the process of what it's like to switch from Fieldedge over to Service Titan. Now, Service Titan has at this point migrated more than 300 clients over from Fieldedge. So fear not, there is a tried and true process. This is a proven onboarding process. Now, the overall onboarding process can take anywhere between three and 12 weeks and that's going to depend on very various things, including the size of your business and your business's needs in terms of configurations that you need from the software. And this expected timeline is something that will be made very clear to you pretty early on in the transition process. See, when onboarding to Service Titan, the very first step is the welcome call. And during this call, you're introduced to the manager who's going to be overseeing your entire onboarding process. And this onboarder that you meet during this welcome call is going to be the person that stays by your side during the entire transition process and helps you along. Now, after that welcome call comes the Onboarding jumpstart. And the Onboarding Jumpstart is basically like a setup wizard where you will go through and set up all of your basic Service Titan settings, things like business units and job types. And if you're not exactly sure what those terms mean within Service Titan, no worries. It really walks you through, holds your hand and makes sure that you understand everything that you're doing. And if there is something that you're not quite sure about, no need to worry, your onboarder will be there to check your work and make sure that everything is set up to your liking. Now, after that onboarding jumpstart, you're going to have a discovery call with your onboarder. This is the call where your onboarder is going to start doing some deeper digging into your business to really see how you're going to need Service Titan to be configured. Things like do you have memberships, AKA service agreements or maintenance agreements and how do those service agreements work? Do you charge sales tax? Are you in California where there's some extra compliance concerns? During this call, you'll also be scheduling out focused calls to really dive deep into very specific areas. This is also the call where you and your onboarder will set a targeted go live date, meaning the date where you officially cut over and start using ServiceTitan Live. After that discovery call comes the data transfer and review. This is where ServiceTitan is going to do the initial data transfer of all of your field edge data and move it over into ServiceTitan. And this is a process that's handled by ServiceTitan's dedicated data migration team. Now coming from FieldEdge, the data migration process typically takes less than 24 hours and and there is a 100% success rate with that data migration. Data migration is all inclusive and if you happen to have data outside of FieldEdge, like in spreadsheets or some other outside software, we can even incorporate that as well. ServiceTitan can also help you with some data cleanup. This is a great opportunity to clean up your data and make sure that everything is moving over clean and fresh and exactly how you want it. Now, ServiceTitan is actually going to import your data from FieldEdge one more time after this. This first time that we're doing it is just to kind of give you a sample of what it's going to look like and make sure that everything is transferring to your liking. For example, maybe your customer names are all transferred over as last name, first name, but you actually want to change that to first name, last name. Or maybe there's data that got transferred over as notes, but really you wanted that as tags. And of course you still have your trusty onboarder by your side, so they'll be able to show you around, make sure everything is how you want it to be, and help advise you in any areas where you're not quite sure. Now, an important note here is that FieldEdge does charge for the premium data export, meaning that in order to get the full export of data out of FieldEdge, FieldEdge is probably going to charge you for that. You can get a less extensive export that they typically give for free, but going that route might make your onboarding process a little bit more difficult. It depends on your business, it depends how long you've been using FieldEdge, and your onboarder can help advise you, but typically it is better to just bite the bullet and pay that fee to get the full data export. So after that data transfer and review comes the various focused calls. These are the calls where you're really digging deep into specific areas of your business. For example, you might have a call on your price book and you might have a separate call on your phones. After all of those various focus calls are done, then comes a training session with both your office staff and your field staff. Now, in order to get the most out of these training sessions, it's going to definitely be best if your staff has been training ahead of time. That way your Staff is going to be able to ask very specific questions instead of just being exposed for the first time. And Service Titan offers lots of resources to help your staff get trained. For example, there is the Service Titan Training Academy. The training academy offers lots of videos and interactive videos and they have learning paths in there targeted towards specific roles. So you have a dispatcher role, CSR role, technician role, office manager, etc. And of course, if people wear multiple hats, then they can just take the multiple paths. And the Academy is a great place to get started learning the software. Another cool feature with the Academy is that managers can track people's progress in the Academy and see which courses have been completed. And managers are also able to assign specific courses to team members. Service Titan also offers ongoing live webinars that any Service Titan user can attend. These are great to attend after you've already done a little bit of training in the Academy. The benefit to these is that they're live, so you're able to interact and ask questions. And finally, there is the next account. And the next account is a carbon copy of the live account. And it does all the same things, except that it's not live. It is what's known as a sandbox account. And why do we call it a sandbox? Well, it's because it's where we go to play. So anybody can go in there and play around without any fear of breaking anything because it's not your live data. And the next account is really great, especially for hands on learners. And of course, once onboarding is over, people will still have questions. That's totally normal and expected. And when that happens, Service Titan has lots of resources long past onboarding to help you out. For example, in the help widget, there is a Start chat button where you can start a live chat with somebody. And there's also the knowledge base, which is absolutely packed with information. The knowledge base is full of articles on how to do just about anything within ServiceTitan. But for the times when that's not enough, Service Titan support is always there for you. You can start a chat or call in. You'll also be assigned a dedicated success manager. And this success manager is your strategic partner who will stay with you throughout your Service Titan journey to to help make sure that you are successful with the software. But that of course, is for when onboarding is finished. During onboarding, you have your trusty onboarder and they are your dedicated support person during that time. And with ServiceTitan, there are no additional fees associated with support. Any support you need, that's all built into the regular monthly price that you pay. Anyways, back to the onboarding process. Once you've had your field and office staff training, that's when Servicetitan is going to import your data one more time. This data import will implement any changes that you requested after the first data import and and it will also get all of your data in Servicetitan up to date for anything that's changed since that first data import. After that final data transfer, you are ready to go live with Servicetitan. Now, something that will be helpful to understand is that Servicetitan and Field Edge work differently in terms of how they sync to quickbooks. See, ServiceTitan uses a sync as you go strategy. See with sync as you go, when a transaction is prompted to export into QuickBooks, the system is going to validate that it knows exactly which customer or vendor the transaction is supposed to be created for. And if it can't validate for whatever reason, like you have more than one Robert Jones in your customer base, then it allows you to select the customer or vendor that you want to tie it to or offers you the option to create a new record rather than just simply assume that if we can't find a match then it must be a new customer or vendor. With sync as you go, you don't end up with a bunch of system generated duplicates in QuickBooks. That way everything in QuickBooks is up to date and correct. And going forward, after you've told the system what to do, everything remains accurate. Now, my last tip for you here today is that team involvement is crucial to successful onboarding. Let your team know early that you're making a change. Get them involved in the onboarding process as much as possible and do whatever you can to get their buy in. Make sure that they understand that changing softwares yeah, it's work, but ultimately it's going to make their lives easier and improve the company as a whole. Break down for your team members. What's in it for them? It's gonna be a heck of a lot easier to get their buy in once every team member understands how this makes their lives easier. Specifically, something else that you might discover during this onboarding process is that switching over to ServiceTitan, there are now more tasks that are going to be automated and that is going to have an effect on what members of your team do day to day. So during your onboarding it's gonna be important to work with your onboarder to identify those tasks that are going to be automated. Now that used to be manual and start doing some thinking about what the person who used to do that task is going to do going forward. Now, to be perfectly clear, increased automation doesn't mean anybody within your company needs to lose their job. It only means increased efficiency and more time for every individual person to focus on the tasks that really matter. But that's an important conversation to have with your team as early as possible because we don't want anybody feeling uncomfortable with the switch, seeing that maybe some things that they used to do are now going to be automated and stay on top of your team to make sure that they truly are training every single day. Track their progress in the Service Titan Academy and block them off some time so that they can attend those ongoing live webinars. Anyways, that's all I got for today. I hope you found this video helpful and I'll catch you guys in the next one. Appreciate it. Peace. Sam.