ServiceTitan - Front-Line Customer Service Team of the Year

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Company: ServiceTitan, Glendale, CA
Entry Submitted By: Ripley PR
Company Description: ServiceTitan is a mobile, cloud-based software platform that helps home service companies streamline operations, improve customer service, and grow their business. ServiceTitan’s end-to-end solution for the multi-billion-dollar residential home service industry includes CRM, intelligent dispatch, comprehensive reporting, marketing management tools, mobile connectivity for field techs, and Quickboo
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries

Nomination Title: ServiceTitan

Tell the story about what this nominated team achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

ServiceTitan®’s mission is to champion the underserved. Our company exists to help hard-working small business owners and employees, who have felt largely underserved by the technology community, thrive and flourish with our cloud-based, end-to-end solutions software.

As more home services businesses joined our growing family, we made sure to equip ourselves with genuine, humble, and passionate team members dedicated to serving this underserved industry. We are proud to share that our Customer Success department grew from 17 members in July 2015 to nearly 80 members as of January 2017, quadrupling the size of our team to ensure each customer’s expectations are met above and beyond.

Our Customer Success department is divided amongst three distinct teams: Advocacy, Success, and Implementation. Technical support is provided by our Advocacy Team, including solutions architects for every complex area of the software, i.e. payroll, memberships, inventory replenishment, etc. Customers can reach our Support Advocates directly via chat, email, or phone from 5am to 5pm PST, Monday-Friday, and 7am to 3: 30pm PST on Saturdays.

Support for software maximization, or making sure our customers are using the features and benefits that will help them achieve their business objectives, is handled by our Success Team. Each customer has an assigned Customer Success Manager (CSM) who is the single point of contact for the customer and is responsible for the overall customer experience.

Prior to the customer’s live use of the software and the introduction of their CSM, each customer is provided an Implementation Specialist. The Implementation Specialist designs a custom implementation plan per each customer, including data import from previous software, best practices discussions, plus much more. Our Implementation Specialists are with the customer every step until launch to ensure confidence and satisfaction with the software.

During the implementation process, our Training Team provides each customer with a personalized training plan with the proper resources needed to get each team member trained, certified, and excited about using ServiceTitan. This is achieved through online simulators, on-site visits, on-demand training, and live daily webinars.

We highly value customer feedback and regularly collect it through weekly Success check-ins and quarterly Product surveys. User feedback is passed on to our Product Team for further analysis, and findings are incorporated into our product enhancements and future roadmap. Majority of both our customer experience processes and product roadmap are designed and built around customer feedback.

In order to bridge the gap between customer experience and product development, we launched ServiceTitan Community in July 2016, hosted through Salesforce. ServiceTitan Community is an open space to discuss, share, and learn amongst industry leaders and ServiceTitan employees. Since its launch we’ve accumulated over 500 discussion posts and over 300 submitted ideas. We’ve also included “labs”, or public groups for Product Managers to engage directly with users on features they’re actively working on in order to help shape product ideation and execution.

Our teams are designed and structured around the customer journey, and how we can provide the most exceptional experience through every step. Because we assign a CSM to every customer and proactively monitor every relationship, it is extremely rare for us to receive a substandard customer satisfaction rating; however, an escalation mechanism is in place for every team where, depending on the severity of the issues, an appropriate member of the management team will be engaged to assist with escalation as necessary. First step is for the manager to contact the customer and understand the issues/concerns. Next is typically an internal team meeting with all required personnel. The meeting does not end until a correction action plan is put together for full resolution with clear owners and dates for every action item.

What sets ServiceTitan’s Customer Success department apart from others is our genuine drive to cheerlead the champions of this industry. When our customers are successful, we’re successful, and we only hope to continue helping them achieve the extraordinary.