ServiceTitan's Field Mobile App works best when you train coordinators and dispatchers alongside technicians. These staff members become on-site problem-solvers who can handle payment issues and other questions without slowing down the whole team.
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Tim was on about 8 months ago at Pantheon. Back then we were talking about them just testing out the Field Mobile app. Now they have rolled it out to a lot of technicians. We'll get into some of the numbers. Do you have any advice for implementation on like change management, getting people involved, resourcing and support?
Yeah, really just making sure that everyone that is involved in the day-to-day of the technician is educated on how to use FMA so that way everyone knows how to use it. When I had all the technicians coming in for the meeting, I would have coordinators and dispatchers coming into the sessions as well. So that way they were educated on the app as well, and they can be kind of like champions and cheerleaders for their technicians using the app. You have parking lot chat, you get technicians being like, oh, this, this app, I can't get it, I can't figure it out. And then you can have a dispatcher being like, it's really not that hard. What do you need help with? And they're educated to know how to get that technician through whatever they're facing. They can just tell the tech real quick without having to make all these different phone calls to the training team to figure out how to take a payment in ServiceTitan, basically.
