Ironwood Field Services · example discovery

Ironwood's work is contracted PM and reactive HVAC. What runs dispatch, invoicing and the agreement today?

ServiceTitan for dispatch, QuickBooks for invoices, agreements in a spreadsheet. Email is Microsoft 365.

What I understood Three systems, none talking to HubSpot. Dispatch in ServiceTitan, invoices in QuickBooks, contracted PM on a spreadsheet.

Is HubSpot doing any of this today, or is it a blank portal?

Deals and tickets already live there Contacts and companies only — no jobs We have not opened HubSpot yet Something else

Contacts and companies only — no jobs.

When a work order is created, which system should own it?

ServiceTitan stays the source of truth HubSpot becomes the system of record Split: dispatch in ServiceTitan, customer in HubSpot Something else

Split: dispatch in ServiceTitan, customer in HubSpot.

What I understood ServiceTitan keeps the job. HubSpot keeps the customer. They have to meet when a tech closes the work.

When the tech closes the job in ServiceTitan, what should land in HubSpot?

Invoice only Customer, job and SLA clock Nothing — keep them separate Something else

Customer, job and SLA clock.

What I understood The stack is settled. Next is whether operations can actually see a missed visit before the customer does.

What's the SLA on a P1 no-cool call — and can you report it today?

4-hour response, and we can report it 4-hour response, but we cannot report it We don't have a written SLA Something else

4-hour response, but we cannot report it.

Who finds out a PM visit was missed?

Dispatch, from ServiceTitan The branch manager The customer, when a unit fails Something else

The customer, when a unit fails.

What I understood A missed PM is invisible until the unit fails. Then someone has to take that overnight call.

When that call comes in, who is supposed to take it?

The branch that owns the site A national after-hours queue Whoever answers the phone Something else

Whoever answers the phone.

If the PM was missed, do you still invoice on the agreement?

We still bill We hold the invoice We have no rule Something else

We still bill.

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What you're gaining

As we talk, I'll note where HubSpot would actually help — and how good a fit it is.

HubSpot fit

Strong fit

You bill on a missed PM and find out from the customer. HubSpot Service Hub is built to catch that before the invoice goes out.

Where HubSpot helps you

The agreement sits in a spreadsheet while dispatch and invoices live elsewhere. HubSpot can be the record that ties all three together.

ServiceTitan stays the dispatch board. HubSpot becomes the customer record the branch can actually see.

You already promised a 4-hour P1. HubSpot would be the first place that number is actually reportable.

A missed PM would alert the branch before the unit fails. Today the customer is the monitoring system.

You still invoice after a missed visit. HubSpot could flag the invoice against the agreement — billing never looks at compliance today.

Insights build as you answer — all of this feeds your free ICP.