Technology & Systems Roadmap
Purpose
Documents Spartan's current technology stack, the owner of each system, known issues, and the roadmap for future improvements — so that decisions about tools and platforms are made intentionally, not reactively. ## Who This Applies To
Josh (owner), office management (the Operations Manager, Elise), and the Production Concierge (purchasing/purchasing systems). ## Current Technology Stack
| System | Purpose | Owner | Status |
|---|---|---|---|
| ServiceTitan | Field service management — scheduling, dispatch, invoicing, CRM | Office / Josh | Active — primary system |
| Paylocity | Payroll and HR (replaced ADP) | the Production Concierge | Active |
| Tradeshift | Purchasing platform (replaced Winsupply direct ordering) | the Production Concierge / Office | Active |
| GoodLeap | Customer financing | Sales / Office | Active |
| Avoca | AI call assistant — after-hours and overflow | Office | Active |
| EWS | Emergency water shutoff — dispatch protocol | Dispatch | Active |
| Cart Jetter | Drain and sewer jetting equipment | Field | Active |
| Enterprise gas cards | Fleet fuel management | Office | Active |
## System-Specific Notes
### ServiceTitan
- Primary system for all operations — revenue tracking, KPI reporting, dispatch, customer records, invoicing. - All job updates, scope changes, and customer notes must be in ServiceTitan before leaving a job site. - KPI data in ServiceTitan is the authoritative source. Do not use manual spreadsheets for KPI reporting. - Known challenge: dispatching errors can negatively affect tech KPI scores. Disputed dispatches must be flagged and corrected by office. ### Tradeshift
- Replaced Winsupply as the primary purchasing platform. - Required format for purchase requests: Job PO number + vendor name + dollar amount. Personal tool requests have a separate format. - Tradeshift card access: restricted to the Office Admin, Josh G. , and designated admin. - Slack warning: The transition from credit cards to Tradeshift caused order cancellations when cards were cancelled abruptly. Any card changes must be communicated to all relevant personnel in advance. - New vendors must be added to both Tradeshift AND ServiceTitan before ordering. ### Avoca
- Handles after-hours and overflow customer calls. - All Avoca-booked jobs must be reviewed in ServiceTitan by morning dispatch. Never dispatch blind from an Avoca booking. - Avoca is not a replacement for a human — it is a lead capture tool. ### GoodLeap
- Financing platform for large jobs. - GoodLeap holds payment until the customer confirms job completion and satisfaction. - Resolve all customer issues before marking a GoodLeap job complete. ### Paylocity
- Payroll and HR. Replaced ADP. - Pay stubs, PTO balances, and HR documents accessed here by all staff. - Corrections to pay issues are processed through the Operations Manager. ## Technology Roadmap Considerations
These are potential future improvements for Josh to evaluate:
1. ServiceTitan automation — explore automated review request texts after job closeout. 2. Avoca expansion — evaluate Avoca for daytime overflow during high-volume weeks. 3. Tradeshift optimization — ensure all active vendors are loaded; audit annually for unused vendors. 4. Reporting dashboards — build a weekly KPI summary report in ServiceTitan for automatic Friday distribution to coaches. ## System Change Protocol
Any change to a core system (new vendor in Tradeshift, new user in ServiceTitan, payroll setup in Paylocity) must:
1. Be communicated to all affected staff in advance. 2. Be tested before go-live. 3. Be documented in the relevant Slack channel or this SOP. Do not cancel active credit cards or payment methods without coordinating with the Production Concierge and the office team first. ## Important Notes
- When a tool is unavailable (e. g. , Cart Jetter in use), communicate availability proactively. A pull-behind jetter can be rented from Sunbelt Rentals in Cincinnati (~$350/day). - ServiceTitan is the brain of Spartan operations. It is always accurate if used correctly. If data looks wrong, investigate the entry — do not override with a spreadsheet. ## Related SOPs
- Vendor Management & Negotiations — managing supply vendors
- Billing & Accounting — invoice and payment systems
- Strategic Planning Process — tech investment decisions