This software is NOT for small businesses
I wish I had seen more feedback from small businesses before choosing this software. Although we were assured it was a good fit for companies of any size, our experience was the opposite. The platform requires constant monitoring—dispatching, time tracking, document creation, and more all demand dedicated office staff. For a small business, that simply isn’t feasible. They also advertise an “all‑in‑one system,” yet the phone functionality requires a separate third‑party service to work at all. I didn’t learn this until onboarding, and I was told it would cost $15–20 per month. In reality, it was $80–100 per month on top of their already high fees (and that was only for 2 employees to have phone service). The setup was cumbersome, and we lost functionality we previously relied on. We completed onboarding and used the system for one month. During that time, we lost numerous sales because we didn’t have the staff required to keep up with the processes. Our employees struggled with the time‑tracking features and the mobile app. I raised concerns repeatedly, but the responses we received either minimized the issues or offered solutions that didn’t resolve them. After a month of ongoing problems, we returned to our previous software. We had hoped ServiceTitan would reduce manual work, but instead it created new manual processes and would have required us to hire additional staff. While it may be a strong platform for larger companies, it is not designed for small businesses despite how it was marketed. We are now being charged $37,000 after having to leave the system simply to keep our business running. Based on our experience, small businesses should proceed with extreme caution. The promises made during the sales process did not match the reality we encountered.