See Why Top Notch Air Switched to FieldPulse from ServiceTitan

Customer Spotlight : Top Notch Air

Key Stats:

• Industry: HVAC-R

• Company Size: 1–50 Employees

• Location: Michigan, US

• Field Service Needs: Scheduling, Dispatching, Timesheets, Reporting, CRM, Job Management, Inventory, and Fleet Tracking

Results: Top Notch Air Saved 4–6 hours weekly, saw a *15% revenue increase, and would recommend FieldPulse 10/10

Introduction

Top Notch Air, an HVAC-R company based in the United States, found itself at a critical crossroads when its existing field service management (FSM) solution proved to be too cumbersome, costly, and ineffective. ServiceTitan—an industry giant—did not live up to expectations for several reasons: complicated onboarding, a mobile app that was difficult for technicians to navigate, and a pricing model that didn’t quite match the company’s budget or operational requirements. Seeking an alternative, Top Notch Air decided to explore other FSM platforms , aiming to find one that balanced robust functionality with user-friendliness, affordability, and reliable customer support.

Eventually, after an initial trial period, Top Notch Air selected FieldPulse as its FSM solution of choice. The decision was driven by the platform’s simpler user interface, customizable workflows, flexible pricing, and supportive onboarding process. This case study explores why FieldPulse became the clear winner, how the implementation played out, and which tangible benefits Top Notch Air has observed since making the switch.

Background and Business Needs

Top Notch Air has grown steadily over the last decade, taking on more residential and commercial HVAC work year by year. With each new technician and project, the business needed efficient, centralized tools to handle scheduling, dispatching, invoicing, time tracking, and customer relationship management. The company initially attempted to combine multiple applications—like TSheets for time management, Invoice to Go for billing, and QuickBooks Online (QBO) for accounting—along with ServiceTitan for advanced field service features. However, this scattered approach led to miscommunication, inconsistent data entry, and a steep learning curve for technicians who had to switch between different apps in the field.

Additionally, the team wanted to better track inventory and manage assets, with the eventual goal of integrating fleet tracking features for its service vehicles. From barcoding systems for parts and equipment to possible fuel card integration, Top Notch Air was looking for a single, scalable solution that could address both immediate and long-term needs.

"The support and onboarding teams are great and the set up and daily use of the platform has been a much better experience than we had with ServiceTitan"

-Jamisen Both, IT Director, Top Notch Heat and Air

The Search for a New FSM Solution

When it became apparent that ServiceTitan was not the right fit, Top Notch Air considered several other field service solutions, including Housecall Pro and FieldEdge. During this search, the company identified multiple criteria for selecting its new platform:

Ease of Use

The new system needed to be straightforward for office staff and field technicians. This was especially important given that some employees were more comfortable with mobile apps than others, and the company wanted to avoid extensive training time.

Scalability and Customization

Top Notch Air required a platform that could scale from a handful of users to 10 or more as the business expanded. Equally crucial was the ability to customize certain modules—especially regarding inventory, job notes, and timesheet reports—to match specific operational workflows.

Robust Onboarding and Support

Having experienced unhelpful or slow onboarding in the past, the company wanted a partner that offered proactive and efficient support. It was essential that employees feel guided during the setup phase and have reliable assistance as they continued to use the platform.

Affordable Pricing

While Top Notch Air understood the importance of investing in a quality FSM platform, it also sought a cost structure that made sense for a business of its size. Transparent fees, tiered user licenses, and optional modules were preferred, ensuring that the solution could scale without unexpectedly high costs.

Why FieldPulse Stood Out

FieldPulse caught Top Notch Air’s attention for several reasons. First, the platform’s all-in-one approach meant the company could consolidate scheduling, invoicing, job management, and CRM into a single application . This reduced the need for juggling multiple solutions and helped standardize data across the organization. Second, FieldPulse’s user-friendly interface made it easier for technicians in the field to create estimates, record notes, and generate invoices, all within the same mobile environment. This alone promised significant time savings.

Additionally, FieldPulse offered custom workflows for timesheet reporting and job notes, two features that were priorities for Top Notch Air . By centralizing both the job schedule and clock-in/clock-out data, managers could easily reference how long each technician spent at a specific job, thereby streamlining timesheet approvals. FieldPulse’s optional modules for inventory management and fleet tracking also aligned with Top Notch Air’s long-term growth vision, giving them the flexibility to add advanced capabilities later.

Lastly, the pricing structure FieldPulse offered was competitive and transparent. This was a noticeable departure from previous experiences, where hidden fees or forced feature add-ons raised operational costs. The FieldPulse team was also willing to collaborate on data migration from older tools, such as TSheets and Invoice to Go, which greatly reduced the burden on Top Notch Air’s staff.

Implementation and Onboarding

Top Notch Air approached the transition to FieldPulse methodically. First, they set up a brief trial period in which a single technician tested the platform’s core functionalities—namely scheduling, dispatching, and time tracking—on actual service calls. During this phase, feedback was gathered on how well the mobile app performed, how straightforward it was to clock in and out, and whether any data synchronization issues arose between the office and the field.

Upon receiving positive feedback, the company proceeded with a full rollout. They focused on thoroughly training office staff in using the scheduling board, CRM features, and invoice generation, while technicians received guidance on job notes, timesheets, and status updates. This structured approach helped everyone gain confidence and reduced the need for extended troubleshooting sessions.

Throughout the process, FieldPulse’s onboarding team provided consistent support, answering questions about workflow configurations and data migration. The team also collaborated on creating custom timesheet reports that integrated job-related notes, clock-in/clock-out times, and travel durations. By the end of the onboarding phase, both the office personnel and field technicians reported a more cohesive, reliable system than what they had experienced previously.

Business Impact

Implementing FieldPulse brought several benefits to Top Notch Air:

• Time Saved Weekly: By centralizing job data, time tracking, and invoicing, the team saved approximately 4–6 hours each week on administrative tasks.

• Reduced Errors: Thanks to FieldPulse’s single platform approach, there was less risk of miscommunication or missed details, leading to more accurate invoices and better customer satisfaction.

• Better Team Collaboration: Technicians appreciated the real-time visibility into their schedule and the ability to instantly update the office on job status. This improved internal communication and decreased the possibility of scheduling conflicts.

• Revenue Increase: While the company did not attribute all revenue growth solely to the new platform, it saw a *15% increase that it partly credited to better workflow management and faster billing.

Looking Ahead: Future Plans

With the core FSM functions running smoothly, Top Notch Air aims to explore additional FieldPulse features. Among these are inventory management, potentially involving barcode scanners and minimum stock triggers for HVAC parts, and fleet tracking to monitor vehicle usage, fuel consumption, and driver safety. The company also plans to expand its FieldPulse user base to additional technicians or even an entirely new division focusing on construction and remodeling services.

As Top Notch Air continues to refine its internal processes, it anticipates leveraging FieldPulse’s customization options further. This could include more advanced reporting—allowing managers to assess performance across multiple job types—and integration with other business tools, such as email marketing platforms or customer feedback systems.

Is FieldPulse is a Better Fit Than ServiceTitan?

Top Notch Air’s experience underscores several points of differentiation that make FieldPulse a compelling alternative to ServiceTitan:

• Simplicity: FieldPulse’s platform is designed to be user-friendly for both back-office administrators and field technicians, minimizing training time and reducing daily friction.

• Customization: The ability to tailor timesheet reports, job notes, and workflow templates ensures the platform aligns with unique business needs, rather than forcing a one-size-fits-all solution.

• Transparent Pricing: FieldPulse’s pricing model is flexible and clear, with fewer surprises and unnecessary add-ons.

• Support and Onboarding: The dedicated FieldPulse onboarding team offers proactive assistance, helping businesses overcome initial setup hurdles.

• Scalability: As Top Notch Air plans to add more technicians and expand into new divisions, FieldPulse’s modular design and optional add-ons allow the platform to grow in tandem with the company.

About FieldPulse

FieldPulse is an all-in-one field service management solution designed to help businesses streamline their operations. Key functionalities include:

• Scheduling and Dispatching : Plan and assign jobs quickly, ensuring the right technician is on the right call at the right time.

• Estimate and Invoice Management : Generate, track, and sync financial documents seamlessly with accounting tools such as QuickBooks Online.
• Dashboards and Reporting : Real-time insights, customizable views and actionable reports.
• Custom Workflows : Consistent experience, automated follow-ups and flexible templates.
• Pricebooks and Proposals :
• Booking Portal :

• CRM and Customer Communication : Keep a complete history of client interactions, job notes, and invoices to maintain top-tier service standards.

• Inventory Management : Harness advanced features like barcoding and low-stock alerts for more efficient resource management.

Conclusion

In a field where operational efficiency, clear communication, and reliable data tracking make all the difference, Top Notch Air found that FieldPulse provided the right balance of functionality, support, and cost-effectiveness. The transition away from ServiceTitan has allowed them to unify their systems, reduce administrative burdens, and lay the groundwork for future growth and innovation. By focusing on ease of use, customization, and robust onboarding, FieldPulse has become a vital partner in Top Notch Air’s ongoing journey to provide outstanding HVAC services to its customers.

*revenue increases are an estimated 0-15% incerase according to our 3rd party survey, verified by UserEvidence.

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