Imagine a job that runs itself—from lead generation, to dispatch, to the final invoice—without anyone on your team lifting a finger. That’s what the new era of ServiceTitan’s AI automations makes possible.
“We're at a stage now where we've put the puzzle pieces together to create a world where you can fully automate business functions, and in some cases, end-to-end jobs from the creation of the customer to the delivery in the field,” says Vincent Payen, ServiceTitan SVP and GM, Pro Products.
In a recent ServiceTitan webinar, Krista Landen, Marketing and IT Manager at Gulfshore Air, shares how Gulfshore did just that.
End-to-End Automation
Gulfshore’s fully automated job followed this process:
Contact Center Pro: Customer called in and spoke to voice agent Finn. Their unit was freezing up.
Scheduling Pro: Finn booked the call as a demand service with equipment 10+ years old for same-day service with an arrival window of 2-5 p.m. “It knew that based on our adaptive capacity planning setup,” Landen says. “So it could easily know if we had technicians available for service.”
Marketing Pro: ServiceTitan automatically marked the job as a Google Local Services lead. It even added a tag alerting the tech to the opportunity to sell a membership.
Dispatch Pro: Dispatch Pro assigned a technician based on job skills, the job type selected, and the job value prediction.
Sales Pro: Tech arrived, and Sales Pro began recording. The tech sold a job for $1,185.
All of this happened during a heat wave with high call volume.
“It’s a job that potentially historically would not even have happened,” Payen says. “Being able to do that makes us so happy and yet so motivated to keep pushing the boundaries. It's just the beginning.”
Pro Products
Gulfshore has grown revenue by 53% year over year with Pro Products. The company uses:
Marketing Pro
Scheduling Pro
Dispatch Pro
Contact Center Pro
Sales Pro
Results include:
$370,000 increase in revenue over 30 days, solely with Marketing Pro automated campaigns
5 booked jobs within 24 hours on Contact Center Pro
Average ticket increase of $150 per service with Dispatch Pro
Increased close rate of 22% year over year with Sales Pro and Pricebook Pro
“The effort that we put in now just compounds and increases revenue and growth potential over the next year,” Landen says.
The Pro Products work together to optimize efficiency. For example, Gulfshore’s automated maintenance reminder campaign includes a tracking number for scheduling that goes straight to the voice agent.
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On the Horizon
ServiceTitan continues to innovate and automate. The ServiceTitan roadmap includes the following:
Interactive SMS campaigns: Virtual agents will allow for back-and-forth communication via text messages.
Booking agent: Customers will also be able to book directly from that SMS conversation. Booking experience will include diagnosis, payment, and marketing integration to help customers select the right service and Dispatch Pro send the right technician.
Adaptive Capacity for profit: Will optimize schedule for profitability based on each job’s predicted value, forecasted demand, and customer lifetime value.
Sales Pro: Will include AI-generated briefs to prep techs for jobs and automated scorecards once jobs are closed.
Marketing Pro: Will soon include Meta Ads.
Tech AI Assistant: Will help techs diagnose jobs in the field.
“When you put all of that together, you have a world where we have automation from demand generation to customer connections, to dispatching and pricing to the field, where we can actually get better and better at running these jobs in a fully automated way, which I believe is transformational for our industry,” Payen says. “We create better customer experiences. We make sure you never miss a job. We make it easier to manage. That ultimately ties to our promise of delivering software that gives immense ROI and allows you to win on your own terms.”
For more, including a video of virtual agent Finn in action, watch the full webinar.
