Thornton & Grooms plumbing switched to ServiceTitan and saw staff adopt it in two days, cut training time by 80%, and grow revenue nearly 30% year-over-year. The dispatch board, customer history, and mobile tools made the biggest difference.
Questions this video answers
Two days.
About 80%.
Up close to 30%.
The software that we used at Thornton and Groom's prior, Service Titan, was limiting.
The difference between what ServiceTitan is doing and all the other softwares that I'd seen out there. It was night and day.
Our implementation specialist was awesome.
I was put at ease pretty quickly when I was like, wow, they have their act together.
The support that you have was incredible.
We went live and, quite frankly, didn't skip a beat.
Our staff was up and running on it in two days. We probably cut our training for our office staff by 80%.
We're the very first point of contact when someone calls us. When a customer calls in, I already know their name. I can address them accordingly. I know where they live. I know their past history. Using Service Titan has actually made people think that we were psychic.
As a dispatcher, you need to be working in the most efficient way possible.
How easy it is to read the board.
You just click on a call and it's as simple as moving your mouse up and you can drop it onto the timeline on the board and it puts the call on them.
What our guys really appreciate is that we're giving them a tool that's easier to use.
You can actually go and look into the history. Have we been there before? Were any estimates given?
Service Titan is so easy for the technicians to use. They can show the customer step by step, it's very comfortable for them.
The customer's winning because I'm not wasting time in their house. I'm winning because I'm being more efficient. The company's making more money. They're happy. It's all because of Service Titan. It makes it all happen that quickly.
Year over year, results of our last quarter, we were up close to 30%.
Every single person that I've dealt with on the support team has been just great. Super friendly. You cannot even be in the best mood when you call them. And they're just like, over the top, wonderful.
That's how I want my customers to feel about us.
Our future is tough to predict. What we do know is that we're going to continue to grow and we're going to continue to adapt to serve our homeowner, whatever that is. And what we like is that Service Titan is along for the ride.
