Empower Your Team with STCU: The ServiceTitan Certified User Advantage

Wish your business had its own ServiceTitan power users in every department to answer questions and guide other employees to achieve higher efficiency? Now you can, with the launch of the ServiceTitan Certified User (STCU) program — a next-level initiative designed to elevate expertise across different roles in an organization.

The STCU program replaces and expands upon the ServiceTitan Certified Administrator (STCA) program, a previous iteration of the free training course tailored toward the admin side of your business. Randi Thompson, Operations Manager at Bill Joplin's Air Conditioning and Heating, earned her admin certification after attending Pantheon in 2021.

“I went through the whole [SCTA] program, and I'm [Bill Joplin’s] internal support,” Thompson says. “It really helped me to help everybody else within our shop and not have to contact support for every little thing.

“And our TitanScore definitely went up because we learned how to do things better,” she adds.

In our next Mastering ServiceTitan podcast — where we get expert advice from power users — Thompson joins Danielle Combs, Program Manager for Customer & Partner Relations at ServiceTitan, to offer firsthand insights into how this program drives tangible improvements, from cutting down on support cases to boosting overall operational efficiency. 

In this recap, learn how ServiceTitan is expanding its product-knowledge training program to different roles in the office and the field to help specific users master their product areas.

What is the ServiceTitan Certified User Program?

The ServiceTitan Certified User program is an evolution of the certified admin program, which helps customers increase their utilization and knowledge of ServiceTitan products. The STCU program will now offer certification for roles beyond just admins, such as:

• CSR/dispatcher

• Accounting 

• Inventory manager

• Purchasing manager

• Field technician

“We saw an amazing improvement for all of our customers who completed the admin certification, and we really wanted to extend that,” Combs says.

The results, she says, speak for themselves:

• 35% drop in support cases after 30 days 

• 92% of support cases resolved on first contact

• 4% increase in TitanScore after 30 days

• 11% increase in TitanScore after 120 days

“The TitanAdvisor Score is huge because that directly impacts your revenue,” Combs says.  “That directly translates into a huge benefit for every company that completes it.”

With the new STCU program, each role will offer its own certification program for residential and commercial services, as well as levels of mastery. Where the previous certified admin training became a huge undertaking for some users to complete, STCU is broken down by levels that users complete before progressing to the next one. The levels for each area include:

• Explorer: Teaches ServiceTitan users fundamental product knowledge

• Navigator: Users gain deeper understanding of the product, features, and more complex workflows

• Commander: Users demonstrate exceptional product mastery and leadership to share with others

“The goal is to have everyone complete all of the levels,” Combs says. “It's just a matter of breaking it up into bite-sized pieces to make the learning easier and make it more foundational, so you learn those beginning steps…walk before you start running.”

Thompson, who’s already a ServiceTitan certified admin and power user, plans to get certified in each of the new STCU training modules to expand her ServiceTitan expertise. She’s particularly excited about the CSR/dispatcher training module.

“I'm really looking forward to my CSRs being able to do that because they’re the frontline for our technicians. For them to be able to answer the question of, ‘Hey, why is it doing this?’ or ‘Where do I find this?’ It'll be huge,” Thompson says.

How to roll STCU out to your team

Thompson plans to roll out the CSR/dispatcher module with her team immediately, and she may even create a contest to encourage a little competition. She also views STCU as a great onboarding tool for new hires, as well as a refresher course for department heads.

The training modules show users videos and learning content, with practice tests after each section. 

“You can retake those as many times as you need and go back and re-watch the video or re-read the content if you miss something. And then there's the master test at the end of each section, until you get all the way to the end and get certified,” Thompson says.

With STCU, Combs says ServiceTitan’s digital content team improved the whole learning process by updating content in the ServiceTitan Academy.

“With the evolution of the STCU program, we’re updating all of the content to be more video-based and less text-heavy — more interactive and easier to digest,” Combs says.

She also recommends using two computer monitors while completing the STCU training. 

“It’s so much easier if you can have the content on one and then your Practice or Next environment up on the other, because then you can click through,” Combs says. “So, don't feel like you're cheating. It's something that's there for you. And in those two environments, you can play around and update things…without worrying about hurting any of your data for your company.”

“Just do it.”

Completing the STCU program not only helps your business, but also helps employees to pursue next-level jobs within your organization.

“Just do it, just get started,” Thompson says. “Take that first step and get started, and go at your own pace. It doesn't have to be done overnight, and it’s not timed. You'll feel better for having done it and you'll be really proud of yourself at the end.”

Combs says anyone interested in the STCU training can fill out the registration form on the STCU landing page. The program is free to ServiceTitan users, and you can enroll as many users as you want in as many different roles.

“This is an industry standard certification now. We've had it for years, and it's an amazing career opportunity to level up your current staff,” Combs says.

Some companies also use STCU to recruit better, Thompson says.

“If I go to hire somebody and they've got that STCU certification, I'm going to bring them in today. I'm not going to wait until tomorrow. I'm going be like, ‘Come on, let's chat,’” the operations manager says.

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or on our website. 

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