Happy Customers, Happy Business? ServiceTitan Drives Both for The Happy Outlet

Focusing on Growth

Tenorio began working at The Happy Outlet about four years ago as a customer service representative, answering phones and scheduling appointments. At the time, the company had three office employees, three field techs, and three service vans.

“When I first started, we were using Google calendar for all of our appointments,” says Tenorio, explaining how the team then tried using previous scheduling software for about a year.  

When the electrical service company expanded to four vans and hired another customer service representative, Tenorio began training to dispatch and route technicians. 

Then, The Happy Outlet switched to ServiceTitan software two years ago, and grew by an estimated 50 percent, Tenorio says. She attributes the growth to ServiceTitan, which enables the company to work efficiently and productively.

“It’s allowing us to focus more on training and the future,” Tenorio says. 

Now, the company employs 14 team members and seven service vans, and aims to generate $3 million in revenue this year.

Switching to ServiceTitan Software

Tenorio worked with two previous software programs before the company switched to ServiceTitan.

The previous software featured too many steps to perform simple tasks, complex inventory tracking, and duplicate accounting procedures, mostly because the old software didn’t properly sync with QuickBooks, she says. The company also had to manually request reviews from customers.

Company owners looked into ServiceTitan, as well as other software, before the team decided on the switch.

“Any change within a company is overwhelming, but ServiceTitan went the smoothest,” Tenorio says. “There were little hiccups here and there, but ServiceTitan fixed them in a timely manner.”

As a dispatcher, Tenorio says, the switch has been transformative.

With the company’s previous software, Tenorio copied and pasted addresses in Google Maps to see a tech’s location and constantly consulted a map on the wall with service area ZIP codes, before making the smartest dispatch choice.

With ServiceTitan, there is a feature she now describes as must-have: a map at the bottom of the dispatch board that displays the day’s appointments.

“I’m able to present all of today’s jobs and see where they are,” Tenorio says.

When a tech completes a job sooner than expected, she can easily see the next closest job. An option on the dispatch board allows her to change settings between addresses and ZIP codes.

“It is so beneficial,” Tenorio says. “It helps me be more productive.”

Increasing Communication with ServiceTitan

The Happy Outlet also benefited from flexibility in communication. Job information, call history, and customer communication all live in one place, available through mobile devices from anywhere.

“All the information’s in one program where everybody can access it,” Tenorio says. “It’s very convenient. It’s made so many things a lot easier.”

During the Covid-19 crisis, employees rotated from home to office, and vice versa. That provided needed flexibility, especially compared to the company’s previous software, which was accessible only on office computers.

“Being able to access (information) outside the office is a game-changer,” Tenorio says.

At the same time, all-in-one software boosts communication with customers. The Happy Outlet gives courtesy calls before and after a service, and also texts customers so they can track their technician and get a precise arrival time.

“It makes it so convenient for scheduling afternoon appointments for our clients who need to leave work to meet us at their house,” Tenorio says. “They appreciate being able to text and communicate with us. It’s definitely one of our top (types of) feedback.”

Tenorio shares how using ServiceTitan software improves The Happy Outlet’s service:

On Garnering Top Customer Reviews

Automated texts allow companies to obtain more customer reviews. Through a text, customers receive direct links for a company’s preferred review or social media site.

“That helps, because it's just a few clicks for the client,” Tenorio says. “If we’re physically asking them for a review, they’re not having to search for us. Making it as seamless as possible is very beneficial.”

On Booking Calls in ServiceTitan

Classifying booked and unbooked calls enables the company to set accurate goals.

“We are able to accept more phone calls, because ServiceTitan allows us to book calls more efficiently,” Tenorio says. “It helps us separate the actual leads and opportunities versus a client calling with questions.” 

Recorded phone calls enable quick scheduling, prevent double-booking, and allow CSRs to ensure nothing is overlooked. It also functions as a training tool for CSRs, so they can listen to calls and identify how to improve, Tenorio says.

On Using Mobile in the Field

With ServiceTitan mobile features, techs can present customers tiered service options straight from the field. At The Happy Outlet, techs present numbered options to customers. This eliminates confusion when the customer calls at a later date to schedule the job, because they can refer to the numbered option they chose.

“It helps us quickly refer to that from their client page, rather than going through the job summary,” Tenorio says.

With just a couple of clicks, techs can add notes to the job or invoice, and include photos, without tying up the office email.

On ServiceTitan’s Response to Feedback

The company routinely comes up with ideas for ServiceTitan features, which they share with their ServiceTitan success manager.

“Most of the time, it’s something ServiceTitan is already working on, because other companies have asked for it,” Tenorio says. “I love when we give them an idea that would help us out, and ServiceTitan says, ‘Oh, we’re already working on it.’ That gets us excited.”