When Rebecca Carlos began using ServiceTitan in 2020 with a company in Charlotte, North Carolina, she loved that it made working from home easy during the pandemic.
But she had no clue how much it would change her life.
Five years later, Carlos is the service operations manager for Western Mass Heating, Cooling & Plumbing in Haydenville, Massachusetts.
But she lives in St. Louis, Missouri.
“ServiceTitan is a huge (reason) I am able to work remotely (for Western Mass),” she said. “It's very internet-friendly, and it's really easy to train on. Everything's super concise and clear.”
In fact, Carlos’ experience using ServiceTitan (and implementing it at multiple shops) is the main reason the commercial and residential shop hired her from afar last spring.
In July 2024, Western Mass went from using four types of software—one for scheduling, another for accounting, one for service calls, and another for payroll—and consolidated it into just one: ServiceTitan.
“There were a lot of apps, a lot of different software they were using for different things,” she said. “But once we got on ServiceTitan, we got rid of probably 95% of those other platforms.”
With its processes streamlined, Carlos said phone calls with customers go smoothly because the info from previous jobs is on one platform. And the time it takes to do invoicing has been slashed.
“I did invoicing on our old software, and I did it when we first implemented ServiceTitan,” she said. “(Now), it takes (me) about three to four hours. It used to take me a full day.”
Better efficiency, better results
The overall improved efficiency and record-keeping at Western Mass has permeated nearly every aspect of the business, which Carlos said has helped the company convert more bids.
She said they are more accurate with job costing and pricing, and inventory hiccups are a thing of the past (no more time wasted because a part isn’t on the truck).
As for managing accounts receivable? It’s now a simple process.
“Because of (ServiceTitan’s) statement function…a full day of work turned into a two-hour thing,” she said.
Some of her other favorite features:
Progress billing: Pre-ServiceTitan, Carlos said project managers were slow to provide updated amounts for jobs because of the paperwork. “With ServiceTitan, we're able to pull a report, send it to them, then they tell us what to bill out for it and send it back. They didn't have to create anything. Once you figure it out, it works beautifully.”
PMAs (preventative maintenance agreements): With ServiceTitan, Western Mass no longer has to manually track memberships via a meticulous Excel spreadsheet. That means the guesswork for PMA quotes has been replaced by quick, accurate estimates. “We've completely built (our) memberships based off of ServiceTitan functions.”
Tasks: Work that used to be assigned—and often ignored—in a group email is now assigned to specific people. “That's (eliminated) a lot of miscommunication,” she said.
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Catering to your business
Carlos has watched both companies she’s helped switch to ServiceTitan reap the rewards, and is impressed with how smooth the implementations were for two very different shops.
“Depending on your business, ServiceTitan can cater to what you need for your implementation so it's not so overwhelming,” she said.
Her message to businesses considering ServiceTitan? Just do it.
“It's a one-size-fits-all,” she said. “You just have to put in the work on the software and it returns it back to you tenfold.”
