Our co-founders, Ara Mahdessian and Vahe Kuzoyan, reached out to our customers this morning with an important announcement. Here is what they had to say in their own words.
We’re announcing some big news this week. I wanted you to hear about it from us first.
Two years ago, we raised $18M from the leading early-stage software investor, Bessemer Venture Partners, to help make ServiceTitan what it is today.
Now, we’ve raised an additional $80M from the leading growth-stage software investors, ICONIQ Capital, to help make ServiceTitan even better. You can read about the investment here.
Vahe and I have always been highly selective of who we partner with. It’s important for us to partner with people who share our values and are passionate about our mission of helping contractors. ICONIQ Capital represents many of the most successful and world-changing software entrepreneurs, including Mark Zuckerberg (Facebook CEO), Jack Dorsey (Twitter CEO), Reid Hoffman (LinkedIn Chairman), and many others. After spending extensive time with ICONIQ and their team, we’re confident this partnership will be as beneficial as our continued partnership with Bessemer.
We couldn't have any more love for our February Rookie of the Month, Thornton & Grooms.
Hailing from the Detroit metro area and helmed by Matt and Jodie, the company has been in business for 80 years. Despite their long history, they were ready to move into the new era of the industry by switching to ServiceTitan. See how in just seven months they've already seen spectacular growth below.
For our first Titan of the Month of 2017, we're looking to an old friend: Rosenthal Plumbing. David Rosenthal was among the early adopters of ServiceTitan, and over the past few years, we've had the joy watching each other grow.
Based in Central California, David Rosenthal and his team have seen how cloud-based ServiceTitan is helping them to fulfill their 24/7 on-demand service promise. Even more, he's used various features to personalize his relationship with his customers while also growing his business.
We can't say goodbye to 2016 without sharing our December Rookie of the Month: Monkey Wrench Plumbing Company!
Just a stone's throw away from ServiceTitan headquarters in Los Angeles, Joe Wachtel made the switch to ServiceTitan this past summer. Since then, he has streamlined his workflows in the field and the office and opened up his team's bandwidth to handle double the business. Read below to see how he's been able to accomplish so much in just five months:
By Expanding Their Technicians' Ability to Engage Customers, Tiger Plumbing, Heating, Air Conditioning, & Electrical Services Increased Revenue 26% in Their First Year with ServiceTitan
Owner Jeff Gamblin was no stranger to digital solutions for his family-run, Collinsville, IL business, and when it came time to move from paper to cloud-based management software, ServiceTitan was the best choice because it’s a “complete solution not only for the office side but also the mobile side.”
Before turning to ServiceTitan, Tiger Plumbing, Heating, Air Conditioning, & Electrical Services was already using software solutions to cover some of their operations, but it wasn’t perfect.
“We were using paper invoices that technicians would carry around,” Jeff explains. “So they'd go to customer’s homes with their paper price book, paper invoices and all of their other paper materials. Basically, it was overwhelming for the technicians and as you can imagine the homeowner as well.”
By Going Paperless, Absolute Plumbing Has Streamlined Its Billing Practices & Found New Ways to Connect with Customers
To keep up with the changing industry, the Concord, CA plumbing company knew it had to embrace new technology, and the switch to ServiceTitan gave Absolute Plumbing and Drain more benefits than they imagined.
In transitioning to a paperless system Jef Bryant, of Bryant Electric Services, chose ServiceTitan to improve bookkeeping practices and better coordinate CSR and technician performances. In doing so, he was able to grow both the size and success of his family’s business.
We’re excited to announce our new partnership with Profit Rhino, an easier way to build visually enhanced price books for ServiceTitan.
When he started Do It Right Plumbers, Edan Bar-Lev was adamant about starting on ServiceTitan after looking at other software solutions, which all seemed "paper thin."
Tyler and Megan Jolly have been running Jolly Heating & Air Conditioning for years without a hitch, but they discovered new opportunities for exponential growth with modern software.
Before implementing ServiceTitan, they couldn't determine what jobs were most profitable, where they were losing money, and if their ads were seeing a positive ROI.
Tony King took the helm of Jake’s Heating & Cooling from his father Tommy six years ago, but it wasn’t until this year that he really shook things up when he switched the company from manual paper operations to a complete software solution.
By using software, Jake's Heating & Cooling was able to run much more efficiently and almost instantly increase their average ticket 27% and gross profit 10%.
To grow their business efficiently and quickly, The Eco Plumbers reinvented their business strategy by putting data at the core of its decision making.
By optimizing their products and services, tracking all techs' sales numbers, and discovering trends they were able to increase revenue 60% in just one year (comparing their first quarter after going live with ServiceTitan to the same quarter one year later).
Before we say adios to August, we're proud to share with you our Rookie of the Month: Home Climates.
Our August Titan of the Month, Penguin Air & Plumbing, has a clear mission that can be felt at all levels and in all areas of its business: provide professional and personal service.
We at ServiceTitan share those principles and are proud to see the Penguin team using our software to help them maintain their high standards of service and see exceptional growth along the way!
Take a look below and find out how Penguin Air & Plumbing has been using ServiceTitan to accomplish both:
Summer is the busiest season for HVAC companies.
The good news?
You can make them feel that way by delivering an awesome customer experience out in the field.
So how do you do that? Register for our joint webinar with ReviewBuzz, Crafting an Awesome Customer Experience: A Conversation with Home Services Companies, and let your peers explain. Representatives from three home services companies will share best practices, stories, and tips on how to create a winning experience and delight customers.
Date: Thursday, August 4th @ 10am PT / 1pm ET
- Aaron Gaynor of The Eco Plumbers
- Tyson Freeman of Lee’s Air Conditioning, Heating and Building Performance
- Geno Caccia of James Caccia Plumbing
In this 60-minute session, you'll learn:
- How your peers train their teams to deliver a stellar customer experience
- How to use data to gauge success with customers
- How to motivate technicians to go the extra mile
Service agreements (or memberships) have become an invaluable part of business for home services companies. These agreements carry tangible benefits for companies and customers alike. But without a management system in place for service agreements, they can become quite cumbersome to manage. So how do you ensure that both the business and the customer benefit from such an arrangement?
Tiger Plumbing, Heating, Air Conditioning and Electrical Services used to have to guess where its technicians were at any given time. That was before Tiger enlisted the joint services of ServiceTitan and TomTom Telematics.
Rob Simon draws a quick sketch on the whiteboard during the Mobile 2.0 design process.
Big news from ServiceTitan today — Mobile 2.0 is out! We’ve been hard at work finishing those last sprints, listening to customer feedback, and fine-tuning our platform to ensure that it can help businesses in the home services space thrive and delight their customers.
[Ed. note: Our friends at Power Selling Pros are back with tips that you and your call-handling team can use to convert more calls to appointments. The latest entry in this series, “How to “WOW” Customers over the Phone and Build a Lasting Relationship,” is below. Read the previous entry here.]
Companies have become really good at answering questions. Customer service reps will sit there on the phone and answer every customer question under the sun, and when the customers have had all their questions answered, they say, “Wow, you’ve been great! I am going to hang up now and think about this for a while, and who knows, I might call you back.”
[Ed. note: Over the next few weeks, our friends at Power Selling Pros will be guest blogging with tips that you and your call-handling team can use to convert more calls to appointments. The first entry in this series is below.]
What is the difference between a good service company, and a wildly successful one?
Attention to detail has a lot to do with it. Many companies assume that their call-handling strategy is fine if they’re making money. But overlooking ways to improve can cost hundreds of thousands of dollars in valuable leads and sales.
In case you missed it, ServiceTitan's CEO Ara Mahdessian was featured in a recent article from ACHR News. The story focuses on how software can help improve call conversion rates. Read the full story, "Using Software to Convert Calls into Cash," here.
Our May Titan of the Month takes us to the City of Brotherly Love with Joseph Giannone Plumbing, Heating & Air Conditioning.
Louis Bruno dishes on the HVAC world at ServiceTitan headquarters.
Marty Cullen is the owner of A1 Plumbing in Boise, Idaho. We spoke with Marty recently about how he came to own a plumbing service business, the changes that he has noticed in the industry, and his experience with ServiceTitan.
Marketing can seem daunting. Home service business owners often think that in order to be shrewd or savvy marketers, they need to be very creative or need to have studied marketing in some academic form. The good news is that this idea simply isn’t true.
The experienced and courteous team at Reid & Pederson Drainage has been solving sewer and drain problems in Illinois and Indiana for more than 30 years. Reid & Pederson is a bit newer to ServiceTitan, but already, the company has been quick to master a variety of the integrations and features available, which is why Reid & Pederson is our April Rookie of the Month.
Learn a little more about the company and how they are harnessing the power of ServiceTitan below.
“Do you know what’s happening with your business right this second?”
Despite the April showers Mother Nature may be bringing our way, the April Titan of the Month brings us nothing but sunshine. Sunshine Plumbing Heating Air is our new Titan of the Month.
Jeff Seale (pictured above, second from right) is the owner of Accurate Electrical Services in the greater Los Angeles, California area. We spoke with Jeff recently about his dedication to customer service and his experience with ServiceTitan.
As technology evolves to meet a host of new and complex demands, so must companies in the home services space. The good news is that an increasing number of companies have learned to make technology work for them, using tools to streamline operations and make managing the business a little less daunting. Even better news is that technology, specifically home services management software, can play a key role in increasing sales.
Susan Roberts Frew (pictured: front row, third from the right) is the co-owner and president of Sunshine Plumbing Heating Air in the Denver, CO, metro area. She also works with the Plumbing Heating Cooling Contractors Association (PHCC) in Colorado as the secretary/treasurer of the Board of Directors. We spoke with Susan about her business and its use of the ServiceTitan platform.
It's great when we're able to talk about our customers not just in abstract terms, but specifically who they are and how they are using the ServiceTitan platform to improve their business. Ready for a little name-dropping? Good, then read on.
Recruiting — and retaining — technicians in the home services arena can be challenging. It’s been a hot discussion topic at industry events (I recently spoke about the issue at the AHR Expo), especially given the current shortage of skilled workers across a variety of industries. Unfortunately, there isn’t a one-size-fits-all solution to finding and keeping quality technicians. But there are ideas and ways to think about the shortage that can help ease the pain — specifically the way that companies approach their recruitment strategy.
With Valentine’s Day just around the corner, love is not just in the air, but shared in the messages that ServiceTitan sends and receives from our customers. As we continually look to improve our platform and make it as useful as possible, it’s great to hear from customers about how we can serve their needs better and what they love already. In the spirit of Valentine’s Day — and sharing the love — here’s what some of our customers have been saying about ServiceTitan.
Being a field technician can be incredibly taxing. Running around town from job to job and dealing with traffic, suppliers, and unhappy customers can make it challenging for techs to provide excellent customer service without fail.
Consider these two facts: first, customers are the lifeblood of any home services business. Second, here at ServiceTitan, we’re all about sharing what we learn. What do you get when you put those two facts together? A winter webinar series all about achieving new levels of customer experience with your home services management software. Learn how to deliver a phenomenal customer experience on the phone and in the field — and how an integrated software platform can help you do so.
Register and read more details below.
ServiceTitan has a new integration partnership with GPS Insight, as reported by Yahoo Finance. So what does this mean for customers of ServiceTitan and GPS Insight? For starters, these home services companies can integrate phone, customer, sales, and GPS data into one comprehensive platform.
Ed. note: This article was first published in IE3 magazine. The article in its entirety can be found here.
Yelp takes a beating from some business owners. They see Yelp as the dark side of the internet - the place where people go to write nasty, negative reviews about businesses.
Feel like you have a limited view into your business operations?
Well, you’re not alone! Most home service businesses struggle to get the essential metrics they need to track performance… ultimately hindering their path to success and growth.
There’s a lot of buzz at ServiceTitan this week. The results are back from an internal study commissioned to track the revenue growth of new ServiceTitan customers, and numbers have raised a lot of eyebrows.
We sat down with the lead author of the study, ServiceTitan’s Christopher Lee, to learn a little bit more about how ServiceTitan customers have achieved an average revenue growth of 25% in their revenue in their first year on ServiceTitan, the #1 home services management software platform.
Your field technicians need to be properly equipped for every situation – from HVAC emergencies to customer service needs. ServiceTitan’s mobile access for field technicians keeps your techs connected. But what happens when they can’t communicate with your home office because there’s no WiFi or cell signal available? The solution is ServiceTitan’s Mobile App 1.0, our brand new native application.
Guest post by Mike Agugliaro
When you first started your business, it was just you; you worked hard for each customer and gave them your very best. Now your business has grown and you’ve got a team that represents you, your business, and your brand. Are they working at the level you want them to be working at?
Choosing to integrate Software as a Service (SaaS) into a residential home service business such as HVAC, plumbing or electrical, is an easy step toward increasing operational fluidity, improving customer service levels, maximizing sales opportunities and increasing yearly revenue. Making the decision to implement such a tool is only one part of the process, though. Just as important is making sure the system is being applied at optimum levels, and every advantage this type of software can provide is used to its full extent.
A high level of communication among the staff at an HVAC, plumbing or electrical business plays an important role in maintaining optimal levels of productivity and efficiency. In the residential home service industry, poor communication between technicians and dispatch or home office can result in unanticipated delays, poor customer service evaluations and lost revenue. Implementing an efficient service industry business management software solution, such as ServiceTitan, provides a variety of methods of communication to improve awareness of the status and location of your field techs and their activities with up-to-the-minute accuracy.
Paper-based processing has been a staple of the home service industry for years. Ranging from voluntary field analysis reports and lead capture forms, to mandatory state legal disclosures, trade professionals can spend hours of precious time dealing with and creating paper-based work forms and processes. In the past, a home service business could either hire the staff necessary to manage these documents, outsource the service at a costly rate, or fall behind and lose potential new business, or even risk legal action.
At the heart of every success story in the home service industry is attention to detail where customer service is involved. High levels of customer service translate into satisfied customers and return business, which is important and rare in today’s ultra-competitive marketplace. Knowing how to serve the customers, understand their needs and surpass their expectations are all very valuable tools that you want each and every employee you have on staff to both understand and use. If you are using an operational software system for trade professionals, some very valuable tools are at your disposal to help review staff performances both individually and as a group, allowing you to dramatically improve the way your staff interacts with customers.
The face of the plumbing industry is changing, with the trade quickly becoming overrun with new competition. Whether it be licensed technicians who are simply handymen or do-it-yourselfers looking to save money, it has become increasingly difficult for true plumbing companies to stand out among all the options available to the modern-day consumer.
Guest blog by Joe Dowd
It’s no secret to commercial and residential service providers that their market is a very competitive space. It takes more than radio spots and billboards to build a strong customer base. And with new companies continuing to pop up, you are never safe in assuming that your current customers will remain loyal. The days where people pull out the phonebook and search the yellow pages for a service provider are behind us.
In the HVAC industry, gaining and maintaining repeat customers can be very profitable and is crucial to maintaining an advantage over your competition. Creating a profile for each of your past, current and potential customers is very important to your success, and operational software is a powerful tool for building a vital resource for your company’s future.
Owning and operating a trade company can have its share of challenges where management is concerned. Keeping track of and maintaining an array of business management related functions is one of the most critical factors for the well-being of your company, and integrating operational software into your business can help your company run more smoothly and efficiently. This software can bring the information you need to your fingertips at any time, connecting all operational aspects of your company into one customizable interface.
Trying to run a business in the electrical service industry can be both time consuming and stressful. In addition to the actual electrical work and installations, trade business owners must also focus on managing payroll, maintaining the staff and their schedules, inventory and equipment maintenance, and a whole host of additional, unforeseeable issues that can complicate your daily routine and make focusing on the real goals – sales and customer service – difficult to manage.
Making sure that your service techs are making the most of their time on-site is a very important factor when it comes to managing your business. “Time is money” immediately comes to mind when thinking about this topic, and with a limited number of available time slots throughout the day to service your customers, working efficiently is imperative.
In any service business, identifying a solid marketing campaign and integrating it into your current practices can feel like a risky endeavor. The degree of change that comes with adopting a new plan can add a considerable amount of stress to the situation and, at times, seem like it is hindering productivity rather than enhancing it. Also, without having an effective way to monitor the results of your campaigns, you are left wondering how you can improve them in the future.
Customer satisfaction is a must in order to make sure your HVAC, Plumbing or Electrical service business thrives, but how do you create a high level of customer service and make the most of your opportunity for sales? How do you best showcase your goods and services to the customer and maximize that sale? With all the tools available today, the utilization of mobile technology in your presentation to the customer can make a world of difference.
When plumbing issues arise, they can be a nightmare for homeowners to deal with, and a quick response is often essential to avoid costly damage and unnecessary inconvenience. As a residential plumbing company, it’s important that your customers feel like their issue is as much a priority for you as it is for them. If they don’t feel that their problem is being handled to their satisfaction, they’re likely to turn to another service provider.
As the owner of a residential electrical company, mapping out next year’s marketing plan can be a very stressful task for you to undertake. Companies in the trades and service industries play more of a support role in the grand scheme of things, so positioning your company with innovative new products to offer can be challenging. Such is the case with electricians, who are saddled with designing and installing efficient wiring systems and hardware to provide peak system performance. So what should your marketing plan consist of that will make your company stand out from the competition and foster growth?
According to Business Insider, you only have seven seconds to make a good first impression on someone. This is true whether you are interviewing for a job, speaking at an event or, for our purposes, meeting a customer at their home on a service call.
One mistake many small to medium-sized home contractor businesses make is thinking that back-end business management software is just for the big dogs. This is simply not true.
As a home service provider, your field technicians are without a doubt, a critical component of your business. These individuals not only perform requested services, but they serve as a tangible representation of your brand. The impression left behind by your field techs can result in either a forgotten moment, or a repeat customer, so it is imperative that you build a relationship between your customers and your technicians.
It’s a surprising fact, but did you know that 43% of all search-related conversions happen over the phone, and 65% of businesses say that phone calls are their most fruitful source of leads, according to AdInsight?
Plumbing businesses have come a long way since ServiceTitan co-founder Vahe’s father started a plumbing company. Vahe saw first-hand how much hard work was involved in running a profitable business. As he grew up, he could see the problems small service businesses faced when it came to marketing and deciding where and when to spend marketing dollars that made sense.
One of the main questions you might have as the owner of a residential home service business is, “How well is my business performing?” You may know that your business is making money, but do you know how and why? Do you know if your marketing is effective, and how well your sales force is converting leads into sales?
As a home service company, one of the major aspects of your business are the men and women working out in the field. Service technicians tend to be the bread and butter of plumbing, HVAC and electrical service providers and, not only are these individuals tasked with nitty-gritty work, they also tend to be the first handshake between your customers and your business. With such a high level of importance, it is vital to the success of your company to understand exactly how your service techs are performing.
A critical action of any home service business is converting phone calls into booked jobs. Implementing marketing campaigns can potentially earn your business thousands of dollars, but if conversions aren’t taking place, you are lessening your marketing ROI. While not every call will guarantee a booked appointment, you can greatly increase your chances by taking steps to track efforts.
Running a profitable HVAC business requires more than just trained technicians and powerful equipment – it demands outstanding customer service to gain referrals from loyal individuals. While your field staff may shake the hands of your customers, your CSRs are typically the first contact consumers have with your business.
It’s true that the main priority of any HVAC service technician is the service, installation and repair of heating and air systems, but in order to optimize and grow your business, these highly trained individuals need to take on double duty. On-site sales of new products, complementary services and higher-end features can equate to more revenue and help position your techs as true experts in their craft. While clearly important, on-site HVAC sales are not as easy as a brochure and a sales speech, and careful consideration needs to occur in order to maximize efforts.
Not too long ago, marketing for service businesses was simple – place an ad in the local paper, wrap your truck with your phone number and get to work. Now, however, the power of the internet has further developed the marketing opportunities available for plumbing, electrical and HVAC service businesses, meaning the old way of thinking is fast becoming obsolete. It is not uncommon for home service providers to spend thousands of dollars on various marketing campaigns in an effort to generate calls, but each call brought in doesn’t necessarily equate to an increase in revenue.
Electrical industry professionals are poised to make significant strides in business growth throughout 2015, fueled by the momentum of an improved economy. According to IBISWorld research, the electrician trade is expected to make a full recovery from recessionary losses within the next five years due to a growing demand for residential and commercial improvements. Now is the right time to invest back into your electrical contracting business to take full advantage of this increased interest – but how?