ServiceMax vs. ServiceTitan

ServiceMax boasts that it runs natively on the SalesForce platform however, in reality, it functions less as a native component and more so as a confusing doppelganger that redirects your work at every turn from its intended output to something else entirely. Although it blends right into SalesForce on a surface level it is by no means seamless as it takes every frustrating or slow element of its host platform and amplifies them, seeming exponentially at times. This is of course until you'd like the ServiceMax components to differentiate themselves in some manner from elements that are actually native to SalesForce. For example, let's say you'd like to run a report of tickets pending review for invoicing but both SalesForce and ServiceMax's service platforms have the record types "Ticket" and "Invoice", what do you do? Well, you get to take part in what will soon become your new top housekeeping task, hours of trial and error until you stumble upon the magic combination of selections that might get you *most* of your data. In short, ServiceMax is...

1. Painfully slow - I wrote this review while waiting for it to update a single line in Price Book)
2. Inherently buggy
3. Unintuitive
4. Hopefully shortlived

ServiceTitan seems to be incredibly customizable depending on what is needed, and therefore I would recommend it in any case where customers and jobs are recorded and scheduled. It can be used in a variety of ways and has multiple functions, including revenue and inventory tracking. Whether a big or small company, I feel with proper training anyone could utilize ServiceTitan very effectively to improve both productivity and record-keeping.

Incentivized

• ServiceMax easily creates service tickets and tracking information.

Incentivized

• Real-time tracking. The biggest problem in logistics in, my opinion, is knowing if your products are arriving on time or not especially as it pertains to food, that was huge here.
• Most of our managers travel constantly from corporate to distribution because of how centralized the company is they needed something flexible that allowed them to run reports whenever and however.
• Ease of use - I'll be honest in that our employees are not the cream of the crop as it pertains to their education, this software made the learning process simple.

Incentivized

• The offline sync is very buggy and has many limitations. Recovery of the sync if it fails because of technicalities is in many ways, unrecoverable and unexplainable by the user.
• No integration with Salesforce knowledge articles.
• Support is limited and usually not knowledgeable about their own products.

Incentivized

• We'd like to be able to text estimates (currently, email is the only function)
• We'd like to have audit trails on Customer and Location records (currently only at the job level)
• We'd like to be able to email/text the customer multiple options within estimates, like the techs can do on their tablet, it's just not a function that can be presented by the office.

Incentivized

I rarely run into any issues while using ServiceTitan other than the occasional scheduled maintenance. It is very intuitive and easy to learn, with many capabilities that can be suited to any job position in a business. The functions are consistent regardless of your department or use case, and can be easily customized to fit any and all of a company's needs.

Incentivized

Engaged account management. Support is based worldwide but handoffs have not been too painful.

Incentivized

ServiceMax has an offline capability, and also integrates with our Salesforce side of business. At the time, Salesforce did not have a field service application so we could not consider it, but if we could now, we would probably go with that instead. ServiceMax is also expensive. But at the time, ServiceMax was the only offering out there that integrated with Salesforce, had mobile offline capability, and could operate at the scale we needed.

Incentivized

autotask has a sales team that can work with you to understand your specific business scenario. They have offered to scope an integration project with us. We are looking forward to making progress on a tailored solution with them

• We are able to track and easily report on the location of all our installed hardware to pinpoint issues.

Incentivized

• We can more effectively retain customers and send them offers if it's been a while since their last visit.
• Our cash flow has dramatically improved because now the technicians invoice everything.
• We can get estimates out the door within the hour, not days later.

Incentivized