“On the corporate side, Enterprise Hub probably saves hundreds of hours a month. Enterprise Hub is the best thing that has come to ServiceTitan.” — Alex Dukhin, Manager of ERP and Business Development at Sila Services.
ServiceTitan’s new Enterprise Hub serves as the central command and control for managing a large enterprise, providing every tool you need all in one place.
With roll-up reporting across multiple locations, TitanExchange to share content configurations across the entire organization, a centralized contact center to handle all job bookings, and multi-location user management to oversee all user permissions no matter their location, Enterprise Hub offers a comprehensive solution to help companies scale seamlessly.
In their presentation for Pantheon 2023—ServiceTitan’s annual conference for the trades—ServiceTitan Vice President of Product Management Paul Littlefield and Principal Product Manager for Enterprise David Matevosyan explain what Enterprise Hub is, walk through specific features released in 2023 as well as plans for 2024, then take a deeper dive on user roles.
What is Enterprise Hub?
Enterprise Hub is ServiceTitan’s solution for enterprise customers to streamline operations and scale locations and tenants into a centralized shared services model.
“When you have a lot of different ServiceTitan tenants, Enterprise Hub gives you centralized control across all those tenants, things that are both administrative in nature and operational,” Littlefield says.
This includes:
Operational: Roll-up reporting, centralized pricebook
Administrative: Multi-location user management, TitanExchange, centralized contact center
“It’s about delivering operational efficiency at scale,” Littlefield says.
How Does Enterprise Hub Work?
Currently 1,000+ active users representing 3,000 ServiceTitan tenants across 100+ organizations leverage Enterprise Hub.
“On the corporate side, Enterprise Hub probably saves hundreds of hours a month,” says Alex Dukhin, Manager of ERP and Business Development at Sila Services, in a testimonial shared during the presentation. “Enterprise Hub is the best thing that has come to ServiceTitan.”
Different features have been released to beta groups in phased steps, starting in Q3 2022. Those features include the following:
Multi-Location User Management
Multi-location user management allows administrators to provide employees access to different locations within Enterprise Hub.
“You'll create a user and assign their permissions on what functionality they can do in the Enterprise Hub, like roll-up reporting or a centralized call center, but also what they can do when they single sign-on into the tenants,” Littlefield says.
Roll-Up Reporting
Within roll-up reporting, you can run reports (financial, accounting, sales, etc.) across all locations. And user management applies. For example, if you have 50 tenants (locations), you can limit users to only be able to view data on seven of those tenants within their region.
Roll-up reporting is one of the most heavily used Enterprise Hub features so far, and the ServiceTitan team has focused dev resources to ensure reports run faster.
“We're trying to get it down to a 15-minute latency,” Littlefield says. “Over the next two or three quarters, you may see a lot of performance improvements in the runtime.”
Centralized Dashboards
The centralized dashboard is where users can view their most important KPIs across all locations in easy-to-read charts.
Centralized Contact Center
Through the centralized contact center, calls ring into a national 800 number. Since the number isn’t location-specific, CSRs validate the customer, asking where they are located and what service they need. CSRs then enter the ZIP code and service. Configuration mapping helps show where to book the job or if it’s not one of your service zones.
TitanExchange
TitanExchange enables you to control multiple accounts and discover content by using and sharing templates across different locations, such as forms, tags, payroll profiles, reports, dashboards, roles, and email templates.
In Q3 of 2023, ServiceTitan added update and lock controls for tags, business units,
and reports and dashboards.
Centralized Pricebook
Centralized Pricebook seamlessly standardizes and centralizes your pricebook across all your locations and business units. It significantly reduces the burden of managing multiple pricebooks separately.
“It starts with having one core content or maybe multiple that you have in a centralized template tenant, ” Littlefield says. “Then, you can standardize what your pricebook settings should be, your pricebook entry items, and then, with one click, you can grab all of that and push it to the desired set of tenants.”
Centralized Pricebook is currently being beta tested by a ServiceTitan user group, with a full launch expected in 2024.
Enterprise Hub Roadmap
Q3 2023
User roles: Q3 2023 updates include the ability to create user roles from the Enterprise Hub, separated by Enterprise Hub-level permissions and tenant-level permissions.
“You can create and assign multiple roles to the same user,” Matevosyan says. “If you have someone who needs to do accounting and reporting, you can create two different roles, accounting and reporting, with their own permissions, and give it to the user. Whenever there is a need, you can just revoke them and remove the role, and the user will lose all the permissions from that role.”
All the roles assigned through the Enterprise Hub will apply at the tenant level.
Watch the replay for a step-by-step demo on creating roles and setting user permissions.
Q4 2023
Reporting: ServiceTitan is working to create joins in data sets.
“Sometimes you want to get data across two different data sets,” Littlefield says. “This is going to be a more advanced feature, but we've tried to design the UI in a way that gives you a visual indication, because joins have different options.”
Options include full join, left join, and inner join. Just select your two data sets, then the type of join.
Q1 2024
User management audit trails: With audit trails, any actions completed in the user management section will be trackable down to the person and when the change was made. This will later be rolled out to all modules within Enterprise Hub.
“For example, there will be a way to see which user pushed which forms or templates to which tenants, giving full transparency on all users in the Enterprise Hub,” Matevosyan says.
TitanExchange: Expected in Q1 of 2024, TitanExchange updates include update and lock controls for Forms and Payroll Profiles.
“Let's take any form in your template,” Matevosyan says. “With TitanExchange, you just either select auto update, which will automatically update any tenant that has received the form, or you do it manually and you decide which tenants and when to update the existing forms.”
2024
Network and subnetwork management: These updates reduce the burden and save time on managing multiple tenants and properties. Users will soon be able to group tenants into subnetworks for streamlined management, and assign specific permissions and roles to different tenants.
“Say you have about 20 tenants in your network currently, you can break them down into two different groups, West Coast and East Coast,” Matevosyan says. “When doing the user management, reporting, or any action in the Enterprise Hub, you won't need to go to tenant-by-tenant selections anymore. You can just select one sub-network versus the other, or the whole network.”
All Enterprise Hub users will be notified beforehand as the updates continue to roll out.
Is Enterprise Hub Right for Your Company?
Ultimately, Enterprise Hub is built for scale and control. Business owners who run multiple locations can simplify administration and operations through centralized platform management that promotes efficiency across every branch of your business as you scale.
For a single tenant with multiple business units, Enterprise Hub is not yet needed.
“The Enterprise Hub becomes more important when trying to synchronize data and business units across multiple tenants,” Littlefield says.
Matevosyan adds the sweet spot for using Enterprise Hub is between two to three tenants.
“Two is still manageable because you can just have two different user accounts in incognito mode, for example,” Matevosyan says. “After three, it becomes very hard. Then, it makes sense to start using Enterprise Hub.”
Ready for scalable growth? Request an Enterprise Hub demo today.
