Field Service Software

ServiceTitan Field Service Management software for commercial and residential HVAC businesses (www.servicetitan.com, 855/899-0970) is an “all-in-one” solution that includes ServiceTitan Mobile 2.0, an integrated mobile app for iOS and Android devices.

Suitable for medium to large-sized companies, ServiceTitan has capabilities that address customer call management; drag-and-drop dispatching and scheduling; job status; payroll + timesheets, including real-time timesheet tracking synched with the dispatch board; sales presentations, with various options created on a tablet for customer consideration; digital invoicing; maintenance agreements; and reporting tools.

Dispatch and scheduling are on color coded maps and calendars (hours, day, week, month) and phone integration that supports informed call booking - as soon as a customer call comes in, the screen shows job details, tags, notes, estimates, and previous job history.

Customers can also book appointments directly online on a company’s website, choosing from available slots on a calendar. The software can generate appointment auto-reminders that can be texted to customers prior to arrival. 

ServiceTitan Mobile 2.0 gives technicians in the field access to customer information, including history of previous jobs, estimates, note-taking tools, and the ability to create proposals or “good-better-best” sales presentation to show customers on a tablet. The app also provides GPS directions to appointment locations, sends new job notifications, generates quick customized service agreements, and prompts technicians with correct digital forms for every job type.

Payroll and Timesheet capabilities include ability to track employee drive time and vendor runs and enable each employee to digitally sign off on a timesheet. 

ServiceTitan offers more than 150 types of analytics, including customizable technician performance reports showing each technician’s productivity in several ways, such as lead generation and conversion rate, generated revenue, and other indicators such as job costing, payroll, revenue, and inventory.

A dashboard-style Marketing Scorecard tracks ad campaigns by revenue and includes a heat map that shows relative amount of revenue generated in various geographic areas.

ServiceTitan also offers add-ons, including:  ServiceTitan Payments, which allows technicians to capture check and credit payments via their tablet camera (or card reader) and streamlines back-office accounting tasks and eliminates manual reconciliation; Integrated Financing, which allows businesses to offer secure, on-the-spot financing from some of the industry’s leading providers. Technicians can easily populate financing applications with job and customer information already in ServiceTitan Mobile and customers can receive approval in seconds. Business owners also choose which financing options are available to their customers; and Marketing Pro, which enables sending targeted emails, based on ServiceTitan data, using professionally designed templates that can address such topics as unsold estimates, aging equipment, or membership renewal. It also can automate direct mail campaigns (4” x 6” postcards) to existing customers and includes the ability to track deliverability and see which campaigns are driving revenue.  

Phones Pro is a cloud-based phone offering that automatically connects customer calls (taken in or out of the office) to each job and includes real-time call transcription and customer sentiment analysis.

Pricebook Pro, for plumbing, HVAC, and electrical contractors, shows customers services and equipment and includes upgrades and recommendations.

ServiceTitan integrates with Quickbooks Online and QuickBooks Premier and Enterprise editions and with Sage Intaact.  

Pricing: monthly fee dependent upon company size and number of technicians.

ServiceTitan also offers a variety of free tools on its website, including a free HVAC load calculator for determining the amount of heating and cooling for residential buildings based on the design and specs (climate region, square footage of space, height of space, insulation grade, sun exposure, number of windows and window and door air tightness, number of occupants, and extra device heat wattage).

The calculator, which can also be embedded on a contractor’s website, uses Manual J calculations, and shows the amount of BTUs any room requires for adequate heating and cooling, identifying the square feet of that space to determine the BTUs per hour to reach the desired indoor temperature. 

QuickBooks Time Premium time tracking and employee scheduling software (https://quickbooks.intuit.com/time-tracking/), accessible on web browsers and mobile phones, enables users to navigate and input data from a web dashboard and, using the mobile app, from a mobile device.  Available for the Web or as a mobile app, or as QuickBooks Time Kiosk. The Web and mobile versions work on any computer or tablet with an internet connection. The Time Kiosk, built to run on a tablet, is biometric, optimized for quick drop-in.

Dispatchers can schedule jobs from the mobile app or web dashboard on a desktop or laptop using a color-coded calendar, and can email text, or push notifications of schedule changes or new jobs from within the app. They can also drag-and-drop jobs from previous schedules or repeat a previous week’s entire schedule.  A “Who’s Working” window enables a real-time GPS view of the locations of individual employees or an entire workforce at-a-glance. 

Workers in the field can clock in or out from a smartphone or tablet, with or without cell coverage, attach photos to timesheets, and submit and track paid time-off, sick days, and holidays. Crew managers can clock in, at once, individual team members or the entire crew at each jobsite.

The upgraded Elite version of QuickBooks Time includes GPS tracking geofencing that updates workers’ locations when they are on the clock and can issue alerts to workers to clock in and out as they enter and exit management-set boundaries; project activity by employee or project; project estimates versus actual reporting; and time sheet signatures.

QuickBooks Time integrates with QuickBooks Online (QBO), QuickBooks Online Payroll (Payroll), and QuickBooks Desktop (Desktop). It requires an active QBO, Payroll, or Desktop account. 

Pricing: flat fee per month plus per user monthly fee. Free 30-day trial.

Patti Feldman writes articles and web content for trade magazines and manufacturers of building products. She can be reached at [email protected].