Your field team is your engine—let AI supercharge it. In a Pantheon 2025 session, top contractors shared how Field Pro transforms tech efficiency and field visibility. The discussion included:
How to enhance the customer experience
Tips for improving tech performance
Implementation advice
Enhancing the Customer Experience
To empower field techs, Field Pro provides pre-job briefs that include the relevant information needed to provide a personalized customer experience, such as:
How much the customer has spent with the company
Sentiment from the customer’s past three CSR calls
Customer concerns
Open estimates
Once the customer enters the home, the field app automatically starts recording the interaction. For diagnostics, the app allows field techs to scan the nameplate on equipment to find the exact model and serial number. From there, they can use the AI agent, Ask Atlas, to sift through the equipment records and find the information needed to proceed with the diagnostic process in a matter of seconds.
“One of the key observations in the data is that techs and reps who confidently guide homeowners toward next steps in the conversation drive much better results,” says Austin Haller, Senior Director of Product Management at ServiceTitan. “The challenge is that a lot of techs don't have the experience necessary to confidently diagnose.
“The mission of Field Pro is to empower and equip those techs to do more on their own. So, they can get to the right diagnosis accurately, driving better results for you in the field,” he adds.
Throughout the equipment troubleshooting process, techs can “ask Atlas” anytime they run into roadblocks, and the AI assistant will provide input on what to check next. When replacement parts are needed, techs can quickly identify compatible replacement parts within their inventory and pricebook.
Improving Tech Performance
Coming soon, techs will receive a day-in-review report.
“This is going to recap my KPIs for that day,” Haller says. “So, I have in front of me each day how I'm performing and ultimately everything I need to know to elevate that performance day by day.”
This report focuses on what the tech is doing well and opportunities for improvement. It can even provide recordings of the tech or their peers as examples. It offers a focus area to work on the next day with relevant coaching information.
Within ServiceTitan, users can receive a full AI-generated summary based on recordings that explains exactly what happened on each job. From these recordings, the system automatically generates scorecards based on a company’s criteria for how jobs should be performed. Scorecards can be viewed for each job or rep.
Managers also receive a weekly insights report that consolidates information on what behaviors drive sales and success.
Missed opportunities are scored on a likeliness to close between one and five. Anything between three and five is pushed to management for follow-up.
“That follow-up message is automatically scripted,” Haller says. “You can copy that and move it into whatever your preferred medium of communication is with that customer. It's going to reference conversations with that technician in the field or that sales rep in the field so that it's picking up where the tech left off to increase the likelihood to close in the follow-up.”
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Tips for Implementing Field Pro
ServiceTitan contractors shared their tips and tricks for getting started with Field Pro. Those include:
Optimize your processes before implementing the technology. “When you automate a mess, it becomes a bigger mess,” says Sam Rogers, Chief Information Officer at Horizon Services, an HVAC, plumbing and electrical company. “If every location or every sales manager follows a different process, it's not going to work for you.”
To see results, you have to take action on what the tools are telling you. It’s not enough to listen to recordings. You need to implement learnings from recordings to improve.
Give yourself grace. “Going through this process, we did not nail it at first,” says Tim O’Reilly, Chief Executive Officer of Guild Garage Group. “It takes time to build this out and have it make an impact.”
Get your team involved early. Rather than wondering how techs will feel about a tool that records them, explain the benefit and let them test the tool with you.
Use the tool for coaching opportunities, not tech micromanagement. “If we're micromanaging or policing them, you're going to get a lot of pushback,” says Ryan Deshaies, President at Chesapeake Electric. “We hold them accountable to the same standards, but there's usually something positive to pick up from the call and an opportunity to coach.”
>> Ready to see how Field Pro improves business? Book a demo today.
