ServiceTitan is a cloud-based CRM and business management platform specifically designed for home and commercial service companies, such as plumbing, HVAC, electrical, roofing, pest control, and other field-based operations. Unlike generic CRM platforms that try to serve all industries, ServiceTitan focuses narrowly and deeply on the operational, customer relationship, and revenue management needs of contractors and field service providers. This specialization makes it a standout tool—but also means it’s not suitable for all business types. This review explores ServiceTitan CRM’s capabilities, the types of companies it benefits most, key strengths and drawbacks, and how it stacks up against broader CRMs like Salesforce, Zoho, and NetSuite.
1. Industry Focus and Target Audience
ServiceTitan is purpose-built for field service businesses, particularly those in the trades. These companies face unique challenges such as technician dispatch, parts inventory, job costing, customer communication, and upselling in the field. A standard CRM like Salesforce doesn’t natively support these workflows, which is where ServiceTitan shines.
Its CRM features are deeply integrated with operational tools, including job scheduling, mobile technician apps, field invoicing, and automated reminders. For companies with mobile workforces, especially those with 5–500+ employees, ServiceTitan delivers a unified platform that replaces piecemeal systems or manual processes.
2. CRM Core Features
While ServiceTitan is more than just a CRM, its customer relationship tools are robust and tightly integrated with service operations:
Customer Profiles & Job History
Each customer profile contains detailed records of past jobs, invoices, communications, preferences, equipment history, and more. This makes it easy for technicians and office staff to personalize interactions, avoid redundant conversations, and offer more relevant upsells or service packages.
Contact Management
Customer data is centralized, searchable, and segmentable for marketing and follow-ups. You can view past estimates, service agreements, and loyalty metrics in a single dashboard. This function supports automated communications based on customer lifecycle stages (e.g., post-service follow-ups, annual maintenance reminders).
Dispatch and Scheduling Integration
Unlike traditional CRMs, ServiceTitan’s customer records link directly to the dispatch board. Office managers can instantly create jobs from CRM entries, assign them to available technicians, and view estimated durations, priority levels, and location data via GPS integration.
Estimates and Proposals
Sales and service teams can generate professional, mobile-optimized proposals directly within the app. Multiple estimate options can be sent to the customer by text or email, and customers can approve estimates digitally—streamlining conversion from interest to booking.
3. Mobile CRM for Technicians
ServiceTitan’s mobile app is one of its most impressive features. Technicians on-site can:
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View customer histories before arriving
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Send “on the way” messages to clients
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Take photos of work and add them to customer profiles
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Provide estimates and accept approvals
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Take payments and send invoices instantly
This mobile-first approach means that your CRM is not just for your office team—it’s also a tool for frontline service staff. For industries where technicians are expected to build relationships, upsell services, and deliver excellent customer experiences, this mobile CRM is a game-changer.
4. Marketing & Automation Tools
ServiceTitan includes built-in marketing automation tailored for field services. These tools include:
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Email and postcard campaign creation
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Reputation management (automated review requests)
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Customer segmentation based on behavior, last service date, or job type
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Lead attribution tracking to measure ROI of ads, mailers, and referrals
The Marketing Pro add-on enables even more automation, including scheduled re-engagement campaigns and advanced performance analytics.
Although not as deep as what you’d find in HubSpot or Zoho Campaigns, ServiceTitan’s marketing tools are designed specifically for service workflows and are surprisingly effective for lead nurturing and retention.
5. Service Agreements & Recurring Revenue
ServiceTitan CRM supports membership programs and maintenance agreements, which are essential for building recurring revenue streams. You can create tiered service plans, auto-renewals, and dispatch reminders for preventive services. This feature is often overlooked in generic CRMs but is vital for HVAC and plumbing companies, where regular tune-ups and system checks drive customer loyalty and upsell opportunities.
6. Integrations and Ecosystem
ServiceTitan integrates with a growing ecosystem of software partners, including:
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QuickBooks and Intuit for accounting
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Google Local Services Ads (LSA) for lead tracking
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Podium and Birdeye for reviews
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GreenSky and Service Finance for customer financing
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VoIP systems for call tracking and recording
These integrations tie into the CRM so that sales and marketing activity is connected to actual job performance and revenue.
However, ServiceTitan is not an open platform in the way Salesforce is. Custom integrations require API access and developer support, and the platform is more “closed-loop” than extensible. This is usually fine for SMBs, but may frustrate enterprise clients with highly customized needs.
7. Reporting and Analytics
The reporting suite in ServiceTitan is strong and continues to improve. Reports include:
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Revenue by technician, job type, or campaign
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Conversion rates for estimates
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Customer retention and rebooking rates
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Lifetime value by customer or zip code
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Technician sales performance
These analytics tools help businesses identify top performers, optimize pricing, track service effectiveness, and forecast revenue. The dashboard interface is drag-and-drop customizable, with filters for date ranges, business units, and more.
8. Pricing and Onboarding
ServiceTitan does not publish pricing publicly, but it operates on a subscription model with onboarding fees and a minimum contract term. Pricing is tiered based on features and business size.
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Pros: Robust onboarding and customer support, including training, webinars, and account reps.
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Cons: Higher up-front cost and longer implementation time compared to lightweight CRMs.
For businesses used to pen-and-paper scheduling or disconnected apps, ServiceTitan may require a few months of adjustment, but the long-term ROI is typically very positive.
9. Strengths
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Purpose-built for field service operations
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Excellent technician mobile app
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Tight integration between CRM and dispatch
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Automated customer reminders and follow-ups
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Recurring service and membership tracking
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Reputation management tools included
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High visibility into team performance and revenue
10. Limitations
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Not suitable for non-field service industries
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Limited customization beyond built-in workflows
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Some features (e.g., Marketing Pro) cost extra
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Reporting customization is limited compared to BI tools
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May be too expensive for small solo contractors
Conclusion
ServiceTitan CRM is not a generic tool—it’s a highly specialized, field-service-centric platform designed to address the unique needs of service technicians, office managers, and customers in industries like HVAC, plumbing, and electrical. Its CRM features are tightly woven into scheduling, dispatching, mobile field operations, and revenue tracking, creating a seamless operational engine.
For companies in the trades aiming to professionalize their operations, increase conversion rates, automate marketing, and deliver a world-class customer experience, ServiceTitan is arguably the best CRM solution available. While its cost and learning curve may deter small, single-person shops, it offers unmatched value for growing service businesses that need more than just basic contact tracking.
