ServiceTitan

Pros: ServiceTitan has enabled our team to work more efficiently while also providing greater visibility and improved communication for our customers. As we move further along in the integration process, we're excited about the opportunities for growth that this platform will bring to our team.

Cons: There are a few processes and workflows that could potentially be refined to ensure the system is working as effectively as possible for our company.

Pros: I love the data we are capturing from ServiceTitan. The pro products have additionally added a level of automation that we could not find in our past software.

Cons: The inventory module has been giving our company some heartburn. I wish that we would have fully understood during the implementation portion how everything was going to flow from A to Z.

Pros: What I like most about ServiceTitan is that it gives visibility into almost every part of the business. Once your processes are set up correctly, it really helps connect the office, technicians, dispatching, billing, and reporting all in one place. One of the biggest improvements for us was getting away from relying on multiple spreadsheets to track everything. Having information live in one system instead of several separate spreadsheets has made communication, tracking, and accountability much easier across departments.

Cons: At first, one of the hardest parts of ServiceTitan was understanding how much one setup or process can affect something else downstream. There are so many moving parts that it can feel overwhelming in the beginning, especially when you’re still learning how your company specifically operates within the system. But once you start understanding the connections and get things set up in a way that matches how your company actually works, it becomes extremely useful. A lot of the frustration early on was really just the learning curve and figuring out the best workflows for our team.

Pros: The overall layout of the program is easy to use. Booking and dispatching takes little effort and job record keeping is great.

Cons: Sometimes, updates get sent through and some features on the program start to glitch. When we open tickets for more information, the turn around isn't the greatest.

Pros: None that I experienced. Onboarding was never completed. They were slow to answer questions and did not know how to help with using the software. And they never explained to me that this is not a good software for small businesses.

Cons: I was sold ServiceTitan as a solution for my small appliance repair startup. I was never disclosed that the platform is designed for large commercial operations with multiple technicians — not solo operators or startups. I was never given a trial or a demonstration. Just a document with no explanation of what it entailed. They were deceptive and with help the real truth. I never used the service at all and requested cancellation after dealing with there disorganized support staff and complicated software.

Pros: What I liked best about ServiceTitan was how easy it was to learn and use the product overall making it a great experience.

Cons: What i liked least about ServiceTitan was the issues my company faced trying to get the application to work on lower end devices .

Pros: I appreciate that ServiceTitan is always working to improve and offer the best to its customers. Some of the features are Pro products but there is a lot built into the core system that you don't feel neglected without signing up for the pro features. I also appreciate the support team. They are always available, respectful, and helpful. I also really enjoy the collaboration ServiceTitan offers to our teams in projects and tasks. I really enjoy the scheduled reports that get emailed out to whomever you choose.

Cons: We were told that ServiceTitan was very customizable, that is and isn't true. It's customizable when you work with what's existing - the existing is very fixed whether you want the feature there or not (arrival windows, etc). There are lots of opportunities for work-arounds. But it is best to conform for it to operate properly. I dislike that the updates aren't tested a million times before they go live, they often affect other aspects of the software, unexpectedly. Lastly, it's hard to know what affects what in terms of reporting. For example, sold hours points to a technician's productivity, but if it isn't set up on the back end then it's not properly reporting.

Pros: As a call center manager, I’ve had the opportunity to work with ServiceTitan for 8 months now, and I can confidently say it has transformed our operations. User-Friendly Interface: The platform is intuitive, making it easy for my team to navigate and utilize its features effectively. Data Insights: ServiceTitan provides extensive reporting capabilities, allowing us to analyze call center metrics in real-time. This data helps in making informed decisions to enhance our service. (You can even generate your own reports) Customer Support: The support from our customer success manager has been fantastic. She's always available to assist with any issues and offer valuable training resources.

Cons: Learning Curve for New Users: While the platform is generally user-friendly, new team members may require some time to fully understand all features. The system is very extensive. But once you're acclimated, the possibilities are endless.

Pros: It has a lot of potential. Be prepared to spend a lot of time on it. We have been working on the pricebook and workflows, we are happy with it at this point. Still much to learn.

Cons: It is hard to reach a representative right away if you need immediate help. The knowledge base is hard to find what you are looking for. AI is more helpful if you have it.

Pros: I enjoy working with [sensitive content hidden] is always responsive and willing to assist. I appreciate the concept of what the software could achieve, but unfortunately, it’s not there yet.

Cons: $8f

Pros: Helps streamline workflows. Allows us to have almost all aspects of our business in one place. I appreciate that we are not charged for office staff users.

Cons: Customer support can sometimes be frustrating when you are trying to get a quick fix for something but overall isnt terrible.

Pros: The customer service particularly that of [sensitive content hidden]- We have had several CSM, but [sensitive content hidden] is by far the best of the best. She is there when you need her and continues to support Lakeside thru their journey!

Cons: The response time on technical issues, I understand that we are not the only business needing assistance but there are times when errors or issues come up that must be corrected on the back side of things, and the delay in this sometimes outs us at a standstill.

Pros: [sensitive content hidden] has been great to work with. Regular customer service is difficult to get through when you need to speak to someone verses email.

Cons: It would be great when on boarding you have a representative join the company for that 1st 2 weeks. One week to see how the business is run before the on boarding of the actual program.

Pros: My Customer Support experience with my CSM Kima has been fantastic. Service Titan is worth every dollar, its reporting has real value. My schedule is clean, the invoices and estimates keep the workflow smooth.

Cons: It’s a lot. To be able to get the best bang for your buck, you need to be willing to commit the time needed to take advantage of all it has to offer, and I struggle with that at times.

Pros: I’ve been extremely impressed with how ServiceTitan workflows integrate with their tag system. When used intentionally, the tags become more than just labels—they become drivers of clarity and accountability across the entire operation. We’ve been able to categorize jobs, track SLAs, and create automated follow-ups in a way that keeps our team aligned and proactive. The ability to build workflows that trigger based on specific tags has helped us stay organized, protect service standards, and reduce things slipping through the cracks. For a company focused on structure and performance, the tagging and workflow capabilities have been a powerful combination.

Cons: I’m not a fan of the escalated growth plan that requires a minimum number of managed technicians for billing. From my perspective, growth should be driven by operational readiness and real demand—not by hitting a headcount threshold to justify software costs. Tying pricing to a minimum tech count can feel restrictive, especially for companies that are scaling intentionally or optimizing efficiency before adding people. I believe billing structures should support disciplined growth, not pressure it. Flexibility in pricing would better align with how service businesses actually expand—strategically and based on performance, not arbitrary minimums.

Pros: ServiceTitan let us consolidate software, and their ongoing support is fantastic the onboarding and continuing support has made this switch much different than others.

Cons: Price, and somewhat restrictive when it comes to reports. We would also like a more intuitive user experience in certain areas of the software.

Pros: Love the customer service, my account manager [sensitive content hidden] was great everytime I needed anything. I always got a quick answer.

Cons: A bit complicated to set up. Sometimes it feels like you are not using all the features that you are paying for.

Pros: [sensitive content hidden] , my customer success manager. She is so on the ball, supportive, kind, solution based and a lovely kind human being.

Cons: Not sure some of the pro products were suitable for us. I found onboarding to be challenging and wish I would have known more about what to expect

Pros: [sensitive content hidden] has always been very responsive to questions and concerns that my arise. [sensitive content hidden] is very approachable, intelligent and quick to assess the situation. I wish I would have had a [sensitive content hidden] when I was at Acree Air Conditioning, LLC.

Cons: I find I have better results with questions in using Service Titan, by googling AI then I do the help topics within Service Titan.

Pros: Our CSM [sensitive content hidden] has been outstanding. Her knowledge of the system is excellent and she has assisted me numerous times!

Cons: The focus seems heavily skewed towards Pro products. Would like a little more attention to core product. Automated CC fees would be great.

Pros: I use ServiceTitan for everything from taking the phone call to creating the job to dispatching my techs to accepting payments and batching over to QBO. Their reports also help to keep me updated on unsold estimates and sales for my techs. I feel my information is secure and have no worries of my customer's information being hacked.

Cons: I only say this because it was hard at first on getting hands on support through customer service, but after that I find customer support to be helpful when I do have questions or issues to arise.

Pros: We love being able to easily schedule a job, track cost and expenses while at the same time maintaining KPS's! Service Titan has been a game changer for us and business.

Cons: I wish I had a dedicated support member for support only not someone monitoring how I am using ST most and should use more.

Pros: ServiceTitan is a robust software platform because it unifies scheduling, dispatching, invoicing, payments, and reporting in one cloud-based system designed specifically for home service and trades businesses, which streamlines operations end-to-end and supports both office staff and field technicians efficiently

Cons: ServiceTitan’s support feels slow, unresponsive, and disorganized, with tickets dragging on for weeks, repeated escalations, and limited follow‑through, which is especially painful when complex glitches, billing problems, or onboarding issues are blocking day‑to‑day operations.