Vicki and Scott Irwin from Network Home Services explain how ServiceTitan replaced their paper and fax systems, streamlining dispatching, customer communication, and job handoffs. Call recordings help with diagnostics and quoting. Managers and CSRs now use live dashboards to track work in real time.
Hi, I'm Vicki Irwin and I do operations.
Hi, I'm Scott Irwin and I'm the director.
We would have weekly meetings for months before we actually had Service Titan start. And every problem that we came across, it was like, service Titan can do that. We did this day after day after day. Every workday we would sit there with a, a problem, an issue with our existing software package and I would sit there going, service Titan, that's all we need.
Well, I came home from school, right, so year 10 thinking I finished school for the year. So I come home and I walk in the door and dad's standing at the door with a paintbrush and a can of tin in his hand and he says, choice, paint the house or get a job. Look at the house, water the paint tin, look at the old man go, I got a job. So I went and got an apprenticeship the next day. Five years after I started my apprenticeship, I finished it. I started Network Plumbing. Well, back then it was all, there was a fax machine.
I think we then moved on to other systems. We got bigger computers, computers that were able to do things, which was fantastic and eventually found our way to service time.
So, yes, the industry communication wise has changed dramatically. That's probably been the biggest change in this industry for us.
Being able to communicate with not only the team members but also with your client base as well. I love the dispatch board. I love just being able to go in and see exactly where my techs are, what they're doing and who they're, what client they're going out to service. I think that that's fantastic.
The best thing about it is I can get accurate information on a phone call to any of my managers, say, where are you here, what's happening? Or whatever. That is gold to me.
I'm a plumber and more so in the quoting and diagnostic. Every time there is a call recording, I'll drive down the road a little bit, I'll listen to the call, I'll call the client, I'll press dispatch as I leave, I'll go to that job and I'll have a much better understanding of exactly what I'm going into.
So at Network I do dispatching here. Things that Server to Titan has helped me with would be when my techs sell a job, they can do a handover report which goes over to the installers, makes it easier for them to know exactly what's going on. All the photos carry on to the next job. Service guys can actually take a video, walk them through everything, write it all down. And it all carries over to them.
My title at Network Plumbing is CSR Manager. I do use it every day. I have on my screen a dashboard so I can keep up to date with how many jobs we've booked. So I know that I can what what we need for the rest of the day. And so I have different tabs open with different parts of service titan that I use every day, all day.
