10 Best HVAC CRM Software Apps to Boost Customer Relationship Management

Many HVAC contractors use disjointed methods (like paper files and Excel spreadsheets) to manage customer interactions. This is highly inefficient and can lead to poor communication and lost revenue opportunities such as failing to follow up on unsold estimates.

In contrast, in our experience, successful HVAC contractors use customer relationship management apps (CRMs) that organize and integrate customer information and use automation and alerts to remind sales reps about follow-ups. This saves time, helps them book more jobs, and improves the customer experience, too. 

In this post, we’ll explain the specific benefits of CRM software for HVAC client management, including what problems it solves, and outline what features to look for when you're considering upgrading to a CRM software app. 

We’ll also share 10 HVAC CRM software apps, starting with a deep dive into our own, ServiceTitan, which offers a comprehensive solution for HVAC companies (and other service businesses) to optimize their process for managing customer interactions and connect it with all the other essential areas of an HVAC business. 

Table of Contents

• Why HVAC companies should use a CRM

• Features to look for in a good HVAC CRM

• 10 best HVAC CRM software apps

  • ServiceTitan

  • Commusoft

  • FieldEdge

  • Housecall Pro

  • Jobber

  • Kickserv

  • Service Fusion

  • ServiceMax

  • ServiceTrade

  • Successware®

Why HVAC Companies Should Use a CRM

Before we explain why HVAC companies should use CRM software, let’s consider the problems of not using it. 

The Pain of Not Using a CRM

The Conventional Process

Typically, the conventional customer relationship process goes something like this:

1. Customers contact customer service reps (CSRs) via phone.

2. CSRs write down customer information using pen and paper. 

3. The information is then entered into a spreadsheet and a calendar.

4. When the date comes around, the CSR calls the tech assigned and relays the information from the spreadsheet.

5. The CSR might also remind the tech of any previous work, if this has been logged.

6. The CSR calls the customer to let them know roughly when the tech will arrive. 

7. The tech attends the job, calls the CSR to tell them the work agreed, and provides the credit card number they’ve noted on their paperwork. 

8. The CSR enters the info into the system and orders parts and equipment. 

9. Then the CSR calls the customer back to schedule a time for the tech to start the work (this may involve more than one call).

10. The CSR sends a copy of the paperwork to the homeowner via email (or snail mail).

The Potential Issues

There are opportunities for error in each step of the traditional process:

• Misheard information

• Illegible handwriting

• Information incorrectly logged for the wrong customer

• Lost paperwork

• Disjointed call booking and scheduling processes that cause missed leads and forgotten jobs

• Mishandling the backlog of weekend calls and not following up on leads

• Poor management of keeping customers updated on appointment times, tech ETAs

• Inefficient procedures of raising invoices and processing payments

• No system of monitoring CSR performance

• Missed opportunities for upselling services

Just one of these issues can result in work delays, billing problems, and reduced customer satisfaction and even profitability. 

CRM software, however, lets HVAC businesses, whether it be a small business or a commercial HVAC company, organize and automate a lot of these sales processes to avoid the above issues.

Specifically, here are the top seven benefits of using CRM software for HVAC contractors (and other service businesses such as electrical and plumbing companies). 

7 Benefits of Using CRM Software for HVAC

Using CRM software:

1. Helps you close more deals and increase revenue.

2. Saves a ton of time that would otherwise be spent on manual processes.

3. Increases efficiency by speeding up some processes and eliminating others.

4. Improves collaboration because everyone is kept in the loop in real-time.

5. Boosts customer experience by offering customers an enhanced service.

6. Lets you analyze business performance with integrated reporting.

7. Increase profitability so you can grow your HVAC business.

Moving from manual business processes (such as paper files and/or Excel spreadsheets, or even different types of software) to an all-in-one CRM solution is a significant upgrade, and finding the right one that suits your HVAC business is tricky. 

Here’s our run-down of the key features to consider when upgrading to a CRM.

Features to Look for in a Good HVAC CRM App

• User-friendly: There’s little point in buying a CRM that your staff find difficult to use. Find one that’s easy for all team members to use, has excellent customer support, and has an ongoing training program for feature updates.

• Mobile accessibility: Make sure your CRM can be accessed in real-time by your techs when they’re out in the field. Then, they can always be up-to-speed with customer information, update customer records directly, generate estimates and invoices, and keep office staff in the loop.

• Full feature integrations: Check that the CRM has all the features you want (like dispatching, billing, and reporting) and, if it doesn’t, check if it integrates with the software you’re already using (such as QuickBooks). 

• Automation: One of the best time-saving benefits of a CRM is its automation function. Ensure yours has automated features such as appointment reminders, text updates, invoice generation, and reports. 

• Reporting features: Not all CRMs include reporting functions, so, if you want these to be included in the same solution, make sure your CRM also tracks important metrics. This could include CSR and tech performance, overall business KPIs,  recurring services, and open opportunities, so you can improve business performance and increase revenue.

• Scalability: Most CRMs will speed up your workflow to some extent. But upgrading to a CRM that organizes everything from dispatching to invoicing to inventory — and has automated reports to manage sales opportunities — means you can scale your HVAC company, maintain organization, and never miss out on business. 

There are many CRMs on the market suitable for HVAC companies. Here’s our overview of the best, including a detailed walk-through of our own, ServiceTitan.

10 Best HVAC CRM Software Apps

1. ServiceTitan

How ServiceTitan Optimizes Customer Relationship Management

ServiceTitan is a comprehensive HVAC CRM software for HVAC businesses that want to completely enhance their internal processes, improve long-term customer relationships, and grow revenue.

ServiceTitan HVAC software offers:

• Call booking features that capture customer information instantly. 

• Scheduling and dispatching features that prioritize customers and profit.

• Customer experience tools that optimize customer satisfaction.

• A mobile app that eases communication between techs, office, and customers.

• Instant payments that empower customers and bring revenue in swiftly.

• Reporting that tracks performance and maximizes upselling opportunities.

• Integration with other business processes that improves efficiencies and enhances customer satisfaction.

Call Booking Features That Capture Customer Information Instantly

With ServiceTitan’s call booking feature, you can see who’s calling before you even pick up the phone. Our software solution automatically shows the CSR if the caller is a new or existing customer and uses templates to guide them through the booking process so that every CSR collects all of the important customer details in a consistent and reliable way, every time. 

If the caller is an existing customer, CSRs and dispatchers can see their complete service history all in one place, including: 

• Name, phone number, service location, and billing information

• Scheduled appointments and job history

• Estimates, outstanding work orders, and invoices

• Status of maintenance agreements

• And more

All the contact information can be quickly accessed by team members, without keeping the customer waiting. CSRs can call the customer by name and also pull up notes or type new ones to log specific job details. 

For new customers, the CSR is guided through a series of drop-down menus and custom prompts to capture the correct information. ServiceTitan users can also follow their own triage process, such as prioritizing emergencies or particular HVAC services.

Having all of this information centralized means anyone in the company can view existing customer data or enter new customer information quickly and efficiently. 

Note: With ServiceTitan’s CRM, you can also add a Web Scheduler or Chat to Text widget to your website and give customers an easy way to schedule a job or start a text conversation. 

Scheduling & Dispatching Features That Prioritize Customers and Profit

With each existing customer’s service history at hand, the CSR knows right away which tech to assign to every job. And if there’s any confusion, ServiceTitan’s HVAC dispatching software offers a suite of features to help them sort things out quickly, including:

• Geographical booking zones

• Tech availability calendars 

• Skill ratings (to name just a few) 

These job scheduling and dispatching features help CSRs send the right tech to the right job.

ServiceTitan’s route optimization feature uses GPS to track techs and job progress so that visits can be organized to suit the technician’s location, taking into consideration traffic conditions. 

Being able to view the exact location of each truck in real-time means dispatchers can group nearby jobs together and utilize the most efficient route. This allows techs to handle more jobs in a day or do the same number of jobs in less time.

Scheduling changes can be made easily, too. For example, when a call for an emergency job comes in, a dispatcher can easily see and assign the closest available technician. 

Customer Experience Tools That Optimize Customer Satisfaction

HVAC contractors who use ServiceTitan don’t need to worry about making confirmation calls the evening before a visit or about calling the day of the appointment to let customers know when their tech will arrive. ServiceTitan provides robust functionality to allow users to keep customers engaged, informed, and comfortable.

Our GPS tracking tool can be used to facilitate updates to customers about their service appointments and keep them posted on the arrival time of their technician.

ServiceTitan’s CRM software sends customers automated SMS notifications the day before and the day of their appointment, and customers are able to GPS track their technician and stay updated on their location. 

CSRs can send info on the technician, including their picture and profile, to the customer before the tech arrives. This offers customers some peace of mind knowing who will be knocking on their door. 

Customers can also opt to track their tech’s arrival in real-time. This provides them with precise, up-to-date information, significantly enhancing their overall customer experience.  

Mobile App That Eases Communication Between Techs, Office, and Customers

ServiceTitan Mobile (available on ioS and Android), gives techs all of the information in your CRM wherever they are, including customer profiles, job histories, prior invoices, voice notes, and even full recordings of calls between customers and CSRs. 

Technicians can also store all of their job notes in the CRM, including notes from weekend service calls, so they don’t have to keep notepads in their truck or call the office staff from the job site to update them. 

Your HVAC technicians can also generate estimates, create invoices, and take payments right at the job site. We’ll discuss payments next.

Instant Payments That Empower Customers and Bring Revenue in Swiftly

ServiceTitan also makes it easier and faster to accept payment by letting customers enter credit card information directly into their tech’s mobile device, or follow a link via text to submit payment online. 

No waiting days or weeks for customers to mail a check.

It’s worth noting that ServiceTitan’s HVAC business software integrates with multiple types of accounting software, including QuickBooks. So there’s no need to re-enter payment info from one app to the next. 

Reporting That Tracks Metrics to Improve Performance and Maximizes Upselling Opportunities

ServiceTitan’s CRM helps you track and monitor CSR performance by providing scorecards for every rep and saving call recordings for review. Office Managers and business owners can review reports of metrics such as calls answered and unbooked calls, by team and by individual CSRs. If calls are continuously going unbooked, it only takes a few clicks to listen back on calls to pinpoint training opportunities. 

Upsell Services and Grow Revenue

Two ways HVAC contractors can increase their bottom line is by offering HVAC service agreements and following up on unbooked leads, but these can be hard to keep track of if you don’t have a project management solution linked to your CRM. 

Because ServiceTitan’s CRM is a complete field service management software solution, it has automated reports to manage recurring services and open opportunities. 

You can use ServiceTitan’s dynamic dashboard to filter dozens of KPIs, such as: 

• Opportunities

• Sold Estimates

• Surveys

• Recurring Service Events

• Expiring Memberships

• Expiring Credit Cards

CSRs can easily find a list of unsold leads to call back and close. These leads can be generated from missed calls, unbooked online appointments, and more, so every avenue for potential business is covered. 

Additionally, your techs can see these details, so they can follow-up on an open estimate or offer the customer a service membership when they attend service calls.

Here’s our lineup of nine alternative CRMs:

2. Commusoft

Commusoft is an all-in-one work order management software designed for field service companies. Popular with small businesses, the software helps with job management, quotes, scheduling, inventory management, invoicing, and customer communications. It also integrates with accounting and payment solutions.

Technicians can access customer information via their mobile device, and all data is synced in real-time so staff are up to speed on work orders at all times. Commusoft also provides users with performance reports and charts. 

You can find their pricing information here.

3. FieldEdge

FieldEdge is a field service management software and field service app for service businesses. It offers a wide range of features like ServiceTitan, including functionality for quotes and invoicing, scheduling and dispatching, service agreements, and more. 

However, ServiceTitan offers more for residential service businesses (such as integration with Google Local Services Ads) and a built-in customer customer portal with base subscription for commercial service businesses.

You can view their pricing information here.

4. HouseCall Pro

Housecall Pro is a mobile field service management software solution for home service businesses. Similar to ServiceTitan, it offers a wide range of features for the entire workflow including invoicing, scheduling and dispatching, estimates, QuickBooks integration, and more. 

When compared to Housecall Pro, ServiceTitan offers deeper native pricebook functionality and the ability to drill down further into reporting metrics.

Housecall Pro is typically used by businesses with one to 30 employees. You can find their pricing information here.

5. Jobber

Jobber is a field service scheduling software that also offers a wide range of other features for running a field service business. Like ServiceTitan, it offers functionality for estimating, quotes, scheduling, invoicing, and more, although ServiceTitan offers more flexibility and customizability for membership plans and recurring services, and deeper reporting capabilities, among other advantages.

Jobber is customizable to fit your process, so you can schedule jobs, optimize routes, send quotes and invoices by text, and get paid on-site via the software’s mobile app. Jobber is popular with small businesses that want a simple, easy-to-use solution. 

You can view their pricing information here.

6. Kickserv

Kickserv is another field service management software offering a variety of tools for large and small businesses. Like other FSM software, Kickserv provides a mobile app as well as desktop features for job management, scheduling, managing your workforce, and more. 

When compared to Kickserv, ServiceTitan also offers two-way SMS texting for customer inquiries and pre-appointment GPS tracking for accurate arrival times.

You can find their pricing information here.

7. Service Fusion

Service Fusion describes itself as an “All-In-One Field Service Management Software.” Like ServiceTitan, it offers a wide range of features, including estimates, invoices, customer management, scheduling and dispatching, and more. 

However, ServiceTitan offers several features (such as scheduled report automations and property data to spot sales opportunities) as a part of our base product while Service Fusion charges extra for many of these features.

You can find their pricing information here.

8. ServiceMax

ServiceMax, like other field service solutions, is designed to provide better visibility into your field service operations. They offer a number of products, such as Asset 360 for Salesforce, ServiceMax core, ServiceMax FieldFX (their mobile app), and ServiceMax Engage (for customer engagement). 

However, when compared to ServiceMax, ServiceTitan offers the ability to toggle smoothly from one feature to another without the hassle of opening multiple windows, programs, or add ons, and advanced customer communication features are included in our base subscription (ServiceMax requires an add-on fee).

Contact PTC ServiceMax for pricing information.

9. ServiceTrade

ServiceTrade is a field service software specializing in supporting commercial service businesses. Like other FSM software, ServiceTrade offers tools for scheduling and dispatching, a mobile app for field technicians, analytics for business management, and a variety of other tools for running operations. 

When compared to ServiceTrade, ServiceTitan offers greater capabilities to drill down into reporting data and a more streamlined call booking process with additional features such as access to property data.

You can find their pricing information here.

10. Successware®

Successware® is a business management solution for the trade industry, serving HVAC, electrical, plumbing, and other trade businesses. Its platform offers features such as call booking and CRM, dispatching and scheduling, a mobile app, and other tools for running a service business. 

Compared to Successware®, ServiceTitan offers more robust customer experience features (such as GPS tracking, technician bios, and SMS text updates), and a customer support team focused on building businesses—not just answering software questions.

Contact Successware for pricing information. 

Ready to Try ServiceTitan’s CRM for HVAC Contractors?

There are countless advantages to upgrading to CRM software. Not only are CRMs useful in improving customer relationships, they’re also just good for business management and employees in general. 

ServiceTitan’s CRM offers all the important features we just described. It’s ideal for HVAC business owners needing a field service management software to completely enhance their internal processes. It makes CSRs’ tasks simpler, gets technicians more involved with customer communications, and allows management to analyze day-to-day performance and find ways to improve business.