Service Titan Implementation Guide for Home Service Businesses

Service Titan Implementation Guide for Home Service Businesses

In this Be Elite Master’s guide, we uncover the truth about what to expect during Service Titan software onboarding and implementation. We also offer helpful tips to ensure your Service Titan software is fully built out and optimized for your company. Transitioning to Service Titan is a significant step for plumbing, HVAC, electrical, and home service businesses, and Elite Trades is here to help you navigate this journey with confidence.

Its Alot Of Work, But It’s Worth It: What You’ll Gain By Fully Implementing Service Titan

Service Titan is an industry leader for plumbing, HVAC, electrical, and home service contractors of all types and for good reason. For years, they have been a best-in-class software provider offering must-have solutions for contractors such as this short list of Service Titan features highlighted on their website:

Front Office:

  • Proposals & Quotes
  • Service Agreements
  • Scheduling
  • Dispatch
  • Leads
  • Call Recordings

Field Operations:

  • Mobile App
  • Estimates
  • Pricebook
  • Equipment
  • Forms
  • Timesheets

Customer Experience:

  • Online Booking
  • Two-Way SMS
  • Automated Alerts
  • Proposals
  • Financing
  • Tech Tracking

Management & Insight:

The Unspoken Reality of Service Titan’s Deep Feature Stack

Each of the features listed above and the hundreds that have gone unmentioned all require a significant amount of integration and implementation to work properly. Often, each feature piggybacks off a different feature in order to offer full functionality.
Service Titan Onboarding Experience

To start, there is a key difference between onboarding and implementation, although the terms get used interchangeably. Onboarding, as we see it here at Elite Trades, is getting your business to the point where you are actually functioning using Service Titan’s software.

“Simply getting to the point where you’re running day-to-day using Service Titan is a large lift, but make no mistake about it, running day-to-day is far from having all that Service Titan has to offer fully implemented,” our CEO points out.

During the onboarding process, your Service Titan onboarding team will gather information about how you do business.

Basic Steps to the Service Titan Onboarding & Implementation

While each company will have a unique journey during onboarding and implementation process with Service Titan there are a few onboarding milestones that each company they onboard crosses before the go live date:

  • Gather Information: The first step of the onboarding process is for their team to gather information from you and your company.
  • Training: Depending on the complexity of your company, training will begin right away and can last up to 6 weeks.
  • Instance Build-Out: The onboarding process involves Service Titan’s team customizing your instance of the software based on what they learned during the onboarding process.
  • Data Migration: The process of bringing your old data into service titan.
  • Phase One of Implementation: You’ll need to get the basic functionality of the software working before you can go live.
  • Go Live: This is the first day you will use the software.
  • Phase Two of Implementation: For those that want to fully embrace all that this robust tool has to offer, this phase goes on into perpetuity because of the new features they add and how your business changes over time.

Full Implementation of Service Titan

Getting to the point where you can use Service Titan to perform the basic functions of a CRM for plumbing, HVAC, electrical, and home services business is actually pretty easy. Where we at Elite Trades view the implementation process beginning is in getting full use of the software while weaving it into the fabric of how your company does business. In our opinion, full Service Titan implementation means the following:

  • Fully Built Out Pricebook: Accurate and comprehensive pricing for all services.
  • Automated Truck Stock Replenishment Program: Ensures that your technicians always have the necessary inventory.
  • Purchasing Process Utilizing Service Titan: Streamlined purchasing integrated into the software.
  • Dynamic Pricing: Adjust prices based on demand and other factors.
  • Fully Automated Email Campaigns: Regular communication with customers.
  • Built-Out Technician Profile with Skills: Detailed profiles to match the right technician with the right job.
    Robust and Automated Forms in Place and Trained: Efficient handling of paperwork and processes.
    Call Taking Scripts in Place: Consistent and professional handling of incoming calls.

“Not to overwhelm you, but the list above merely scratches the surface of the full Service Titan implementation process.”

Factors That Impact Your Experience

Tech Savviness:

The more you know about all things tech, the easier the Service Titan implementation process will be. Having a solid understanding of integrations, databases, and even some coding experience can make the process much smoother.

Abilities of Your Team:

If you are playing point during the implementation, your team’s abilities will significantly affect the outcome. A tech-savvy team familiar with all functions in the organization is crucial.

Complexity of Your Business:

Companies that have multiple business units, offer residential, commercial, and industrial services, as well as new construction, remodel, and service, will have a longer path during onboarding and implementation than more streamlined operations.

Current Software:

If you are implementing Service Titan in place of a similar software program, onboarding and integration can be quite smooth. However, if you are making huge changes, the process can be much more challenging.

Service Titan Team:

The team you are assigned will have a lot to do with how good (or bad) your implementation process is. Elite Trades can help advocate for your needs no matter your size.

Expectations:

Keeping your expectations fair but not too high will help during the onboarding process. Service Titan’s sales team is aggressive and world-class, and as a result, they tend to overpromise.

Service Titan’s Onboarding Is Based on Size

The larger you are, the more presumably complex you are, which is why larger companies typically get assigned more experienced onboarding and implementation managers. Elite Trades can help advocate for your needs, ensuring you get the right support for your specific situation.

Onboarding Starts Fast and Moves Slow

Service Titan’s sales team is excellent, and once the deal is signed, they move quickly to get you onboarded. However, once your kickoff meetings are booked, things slow down. The onboarding team will start to gather information needed to build out your custom version of Service Titan.

The Data Migration May Not Be Pretty

Migrating data from one software to another can be messy. When you see your Service Titan setup with your old data pulled in, prepare for the worst because it could be ugly. However, Service Titan’s data engineers will remap the data to your liking. Remember, garbage in garbage out, and Service Titan onboarding or implementation can’t change how the company did things in the past.

Service Titan’s Onboarding Has Gotten Much Better

Early on, Service Titan onboarding was a disaster. Over time, they have made significant investments into the process, adding dedicated onboarding teams and streamlining the process. Despite the progress, don’t be surprised if you are dealing with a greenhorn. Many contractors get frustrated at the fact that the onboarding and implementation team doesn’t fully understand their business.

Tips to Help You During the Process

Assign a Head of Implementation:

This person should be tech-savvy, familiar with all functions in the organization, available, and able to make decisions.

Build Out What You Had First:

Focus on making the new software do what the old software did before implementing new features.

Elite Tip: Once onboarding is complete, start to implement the new features that Service Titan allows you to do such as forms, pricebook, online booking, review requests, and marketing automation.

Understand the Uniqueness of Your Business

Even though you do the same thing as the other roughly 300,000 home service contractors in the USA, the way you do it is different. At Elite Trades, we understand the nuances that exist inside each plumbing, HVAC, electrical, and home service company.

Walk Before You Run

During the onboarding process, you will discover many things you would like to set up in Service Titan that build off other things that need to be set up first. Keep a list in one central spot of the things you want to get to after Service Titan is fully implemented.

Be Prepared For Challenges

The onboarding process and implementation of ServiceTian will not be perfect and there will be many hiccups during the process. Instead of getting frustrated when troubles or issues arise, focus on doing what you can to prevent them.

Be Prepared To Train

During the ServiceTian onboarding and implementation process you will be offered a ton of training. Be sure to take advantage of that and press your front office, back office and field team to embrace the training that ServiceTitan provides. Also be prepared to need to deliver training in both a group and individual setting as many in the trades learn much better in a hands-on learning environment.

Rome Wasn’t Built in a Day, Nor Will Your Service Titan

Service Titan implementation is a forever thing. It’s never really done because of how complex the software is, all of the changes and features they continue to add, and the time it takes to implement. For these and many more reasons, remember that building out a custom software solution inside Service Titan’s ecosystem takes years.

Ways Elite Trades Can Take the Pain Out of Service Titan Onboarding & Implementation

Elite Trades has been working with Service Titan since the early days of the software and is intimately familiar with the ins and outs of it. Here are a few ways we help:

  1. Setup Guidance to Allow Scaling: We know the blind spots and can help avoid a ton of work in the future.
  2. Pricebook: We have a Service Titan pricebook solution that solves this large hurdle.
  3. Accounting: We assist with the transition, including switching accounting programs and modifying in-house bookkeeping and back-office functions.
    Marketing: We take the learning curve out of Service Titan’s built-in marketing capabilities.
  4. Automation: We understand Service Titan’s layers, triggers, use cases, and desired outcomes, helping you implement the most impactful automations.
  5. Training: Out team can help you develop training points to get your techs up to speed faster and learn the high impact functions of ServiceTitan.

Elite Trades Helps with More Than Just Service Titan Implementation

Implementing Service Titan can be a daunting task, but with the right guidance and support, it can transform your business operations. Elite Trades is here to ensure your Service Titan implementation is smooth and successful. From setup to full implementation, our expertise will help you maximize the benefits of this powerful software. Contact us today for a free consultation and let’s start your journey to becoming elite.

Eric Smith - Founder & CEO of Elite Trades

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