Intuitive Solutions

Marking its 34th year, Total Service continues to evolve to meet elevator service company owners’ ERP needs.

Total Service describes itself as a “tried-and-true, all-in-one enterprise resource planning (ERP) software company” catering to clients in the elevator, heating, ventilation and air conditioning (HVAC) and service industries. With an all-remote workforce, the company wasn’t always known as Total Service. In 1991, it was founded by a group of what company President Jessica Herring describes as “visionary software developers committed to solving real-world challenges” in Los Angeles, California. They initially began as a reseller of generic, off-the-shelf accounting systems. But, as customers in the elevator industry began sharing their specific operational needs, they saw an opportunity. This led to a partnership with elevator service companies to design Total Elevator, a specialized enterprise resource planning (ERP) solution tailored to the unique requirements of the industry. 

As the platform evolved and expanded beyond its original scope, the company transitioned into Automated Integration, doing business as Total Service, to reflect its broader capabilities — now encompassing HVAC, plumbing, garage doors and mechanical systems — a few years after its founding. Automated Integration changed ownership around 2000 from the founders to Jody Reenan. A decade later, in 2010, Reegan sold the company to Rick Lanpher. Another major change came about in 2019 when Constellation Software Inc. (CSI), a Toronto, Canada-based company that acquires, manages and builds industry-specific software businesses, bought the company. Listed on the Toronto Stock Exchange, CSI is known for its long-term approach to its acquisitions, unlike private-equity firms. 

Herring (JH) joined the company in 2010 as a senior application specialist, progressing to director of client operations the next year and president in January 2023. An avid lover of the outdoors, she is based in Mead, Colorado (approximately 35 m north of Denver), overseeing a staff who all work remotely throughout the U.S. and Canada. She took the time to speak with your author (KW) about Total Service’s specialties, evolution, scope and future direction. 

KW: Total Service has nearly 300 clients. Besides elevator service companies, which other industries does it serve and what is the percentage breakdown?

JH: The other industries are HVAC — 21%; plumbing — 8%;  mechanical — 2% and garage doors — 2%. Elevator service companies account for the lion’s share of business at 62%. 

KW: Which geographical area(s) does the company serve and where does it do the most business?

JH: We have customers throughout North America, primarily in the Northeast region of the U.S.

KW: Tell me about the renewed stability and resources that resulted from the acquisition by CSI and what it has enabled Total Service to do/offer.

JH: The 2019 acquisition by CSI brought a wealth of expertise in software company operations, enhancing internal efficiencies and providing valuable guidance for strategic growth and long-term planning.

KW: Total Service recently underwent a rebranding. What does that entail and why now?

JH: With our most recent rebrand — the second in our history — we aim to present a fresh, new look that reflects our updated ownership, evolving leadership and the exciting new direction of the company.

KW: How does Total Service ensure its software is secure? 

JH: We ensure our software is secure by leveraging the Microsoft Azure cloud platform, which provides robust, enterprise-grade security. The system includes two-factor authentication to protect user access, while sensitive data stored in the database is encrypted to prevent unauthorized access. Additionally, standard security practices, such as password protection and role-based permissions, are enforced throughout the platform.

KW: What are the main challenges of doing business today and are they being overcome?

JH: One of the main challenges of doing business today is the need to adapt to rapidly evolving technology. Many companies struggle to keep up with the pace of innovation, especially when transitioning from legacy systems like paper-based processes or QuickBooks^®. This shift can be intimidating, often accompanied by a fear of change, uncertainty about return on investment or concern over disrupting daily operations. However, these challenges are increasingly being overcome through user-friendly, intuitive ERP solutions like Total Service, which are designed to ease the transition. With hands-on training, dedicated account managers and scalable mobile tools, businesses are finding it easier to embrace digital transformation. The key is having the right partner to guide them, turning what once felt like a risk into a strategic advantage.

KW: What have been the biggest changes for the ERP software industry over the past 10 years? 

JH: Over the past decade, the ERP software industry has undergone significant transformation, driven by evolving technology and business needs. One of the most impactful changes has been the shift to cloud-based ERP systems, which have become the industry standard due to their scalability, accessibility and lower infrastructure costs. Additionally, the rise of mobile tools has empowered technicians in the field with real-time access to job details, schedules and updates, enhancing productivity and responsiveness. Service management and scheduling capabilities have also become more intelligent, leveraging automation and data to optimize resource allocation. Inventory and parts tracking has improved with better integration and real-time data visibility, reducing downtime and improving accuracy. Moreover, integrated accounting and job-costing features now provide a more seamless financial overview, supporting better decision making. The importance of compliance and centralized documentation has grown, with modern ERP systems simplifying regulatory adherence and record-keeping. Finally, customer portals and reporting tools have enhanced transparency and engagement, giving clients more control and insight into their service history and ongoing projects. These advancements collectively reflect how ERP software has evolved to support more agile, connected and customer-focused operations.

With hands-on training, dedicated account managers and scalable mobile tools, businesses are finding it easier to embrace digital transformation.

— Total Service President Jessica Herring

KW: What sets Total Service apart from its competitors? 

JH: Ours is a one-stop-shop approach that offers a fully integrated ERP solution that combines everything from service management and scheduling to inventory, accounting and customer communication in a single, streamlined platform. Unlike many systems that require third-party add-ons, Total Service delivers a complete experience out of the box. A key differentiator is its mobile capability, which equips technicians in the field with powerful tools to access job details, update work orders and communicate in real time — enhancing both efficiency and customer satisfaction.

Additionally, Total Service takes pride in its personalized support model. Every customer is assigned a dedicated software consultant, ensuring consistent, knowledgeable support without the frustration of navigating a call center. This direct relationship fosters trust and long-term success.

Backing all of this is the strength and stability of being owned by CSI, a global leader in vertical market software. This ownership brings long-term investment, innovation and reliability that customers can count on, making Total Service not just a software provider, but a true partner in business.

KW: How does Total Service get the word out about what it offers? 

JH: Word of mouth, attending industry events and a little bit of advertising.

KW: Which elevator industry events does Total Service make it a point to attend and why? 

JH: In previous years, we’ve made it a priority to attend key industry events such as the National Association of Elevator Contractors and Canadian Elevator Contractors Association conventions. We primarily rely on word of mouth, which has been incredibly powerful for us. We also actively participate in key industry events to build relationships and showcase our solutions. In addition, we supplement our efforts with targeted advertising to reach a broader audience and strengthen brand visibility.