Case Study: First Service Mechanical achieves outstanding customer support and onboarding with ServiceTitan

First Service Mechanical experienced ServiceTitan’s excellent customer support—even before joining

First Service Mechanical, a commercial HVAC company in the Salt Lake City area, was frustrated with its previous field service software because customer support was poor, the system was poorly set up, and simple tasks required constant workarounds. Looking for a better experience, the team evaluated ServiceTitan and was impressed by the vendor’s responsiveness even before purchase, including training videos and a connection to an existing customer for reassurance.

ServiceTitan implemented a tailored onboarding process with specialists who trained the team, answered questions, and configured the platform to match First Service Mechanical’s workflows. After launch, the company had a much smoother transition, stronger ongoing support from a customer success manager, and access to ServiceTitan resources like the Certified Administrator program and Torch Network. The result was a far better support experience and renewed confidence that issues and feedback would be addressed quickly and constructively.

First Service Mechanical

Caitlin Elkington

Accounting to Administration