In May, Delponte Plumbing & Heating grew 48% YOY. Nobody worked late.
Stacy Anapol, president of the Glastonbury, Connecticut shop, told that story during ServiceTitan's Meet Max webinar on June 18. Her technicians averaged 45 hours a week during the company's biggest revenue month. The plumbing department had no on-call nights or weekends. Her office staff was not scrambling. Everyone went home by 4:30 or 5:00 and came back the next morning ready to go.
“What I didn't expect, and what is the greatest benefit of [Max], is what it has given back to all of our employees,” Anapol said.
That is the promise ServiceTitan CEO Ara Mahdessian built the entire webinar around: more revenue, more profit, and a business that is actually easier to run. If you missed the session, here is what you need to know about ServiceTitan’s Max Package, the features that are live right now, and what is coming.
What Max actually is
Max is ServiceTitan's most complete AI-powered package. It gives Atlas, ServiceTitan's AI, the connected view it needs to run a residential service and replacement business from lead to payment. Max brings lead generation, office efficiency, and field performance together in one system. Atlas can then detect opportunities and risks, recommend action, and make corrections as conditions change. That helps contractors beat revenue goals and get more done without adding headcount.
In our recent webinar, we walked through over a dozen of the agentic capabilities available in Max today and coming soon. While some automations are familiar from Pro Products—like automatically assigning the right tech with Dispatch Pro—many of Max’s strongest capabilities only work when your systems and teams are fully connected because it gives Atlas the full context it needs to make decisions across the whole business. It's why Max is greater than simply buying all the Pro Products combined. If you're on Max, you don't need individual Pro Products anymore.
Max is currently available for residential service and replacement in mechanical trades, including plumbing, HVAC, electrical, and garage door. Exteriors, roofing, commercial, and construction will follow.
Why Max was built: the constraint nobody talks about
Running a great residential service business requires doing roughly 25 different things well at the same time. Generating quality leads, maintaining high booking rates, maximizing average tickets, dispatching the right tech to the right job, following up on unsold estimates, coaching CSRs, managing scheduling capacity. The list goes on.
The problem is not a lack of ambition. It is time. No owner, no dispatcher, no CSR can do all of these things simultaneously at the level they require. As Mahdessian put it, whatever you optimized yesterday slowly regresses back to normal as your attention moves to the next thing.
Max is built on a simple premise: the only way to be great at everything at the same time is to automate it. AI makes that possible in a way that rules-based software never could.
Delponte Plumbing & Heating: 400% growth, same service radius
Anapol stepped into the president role at Delponte three years ago. At the time, much of the business still ran on pen and paper. She implemented ServiceTitan quickly and spent the following years building what she describes as a data-driven operation. The company has grown 400% in three years without expanding its service area. Technicians are in the truck for no more than 20 minutes. Windshield time is a constraint, not a strategy.
Year to date at the time of the webinar, the business was up 38%. May alone came in at 48% growth, and Q1, historically the weakest quarter in the trades, was strong enough to give her confidence heading into the rest of the year.
What changed operationally: Delponte went from a 2:1 technician-to-admin ratio to a 3:1 ratio. More revenue is reaching the bottom line instead of being absorbed by overhead. That additional profitability has allowed her to reinvest in ad spend and bring on new technicians when demand genuinely required them.
She also launched a mosquito control business this year, an acquisition called Mosquito Ninjas, and ran it with the same office staff using the AI Virtual Agent and Dispatch Pro. Two months in, the company received a five-star Google review noting the service was the same, if not better, than before the acquisition.
Mahdessian tied her results directly to a broader pattern he expects to play out across the industry: contractors who automate their businesses will generate more profit, reinvest it in marketing, outbid competitors for ad clicks, and attract more technicians with better pay and working conditions. The compounding effect starts with the first lever you tighten.
The compounding profit effect
Mahdessian walked through a hypothetical to show why Max is designed to target all three revenue levers simultaneously. Start with 10,000 leads, a 60% booking rate, and an $800 average ticket. That produces $4.8 million in revenue and roughly $480,000 in profit at a 10% margin.
Increase each lever by 25%: 12,500 leads, a 75% booking rate, a $1,000 average ticket. Revenue nearly doubles to $9.4 million. But profit does not double. It grows to roughly $1.9 million, about four times the original figure. The reason: incremental revenue on an already-rolled truck is almost entirely margin. Once you've paid to acquire the lead and roll the truck, there's little additional overhead.
Anapol described exactly this pattern at Delponte. The additional revenue did not require proportional overhead. The profit flowing through allowed her to outbid competitors for ad clicks and afford new technicians when demand required them.
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Key features demoed in the webinar
Voice Intelligence
Voice Intelligence automatically reviews every call between your business and your customers. It classifies each call as bookable or not bookable, so you can see exactly where calls are turning into appointments and where they are not. When a call is not booked, it identifies why, whether that is price, availability, or something else. It also surfaces the top objections showing up across your entire call funnel, giving you a clear picture of the patterns holding calls back. On top of that, it scores individual CSRs and backs up each score with evidence pulled directly from the call, so feedback is specific and easy to act on rather than vague or subjective. Voice Intelligence is available for Contact Center Pro users and for ServiceTitan customers who are not on ServiceTitan telephony.
Demand Orchestration
Where Voice Intelligence tells you what is happening on the phones today, Demand Orchestration looks further out. It is a new feature currently in private preview that generates a 14-day demand forecast using your historical data and weather data. Then it compares that forecast against your real-time capacity. When you are projected to be under capacity, it recommends increasing marketing spend or launching a campaign. When you are over capacity, it recommends pulling back so you are not paying for leads you cannot service at competitive booking rates.
Mahdessian described this as one of the hardest problems in the trades business model. Your inventory is your availability, and if a time slot goes unfilled, that revenue is gone permanently. Demand Orchestration is built to solve that.
Intelligent marketing automation
Once Demand Orchestration determines what to spend and when, Max is what actually carries it out. It runs your marketing calendar day to day, so campaigns respond to real conditions instead of waiting on someone to notice and act. Here are just a few examples of what Max automates. In spring and fall, it schedules maintenance and tune-up campaigns. When a heat wave is coming, it reaches out to customers with aging equipment. During allergy season, it promotes indoor air quality products. Max also watches Google and Meta ad spend in real time, shifting budget toward campaigns with strong returns and pulling back from underperformers. It generates reviews and social posts automatically after every job as well.
Technician tools
The automation extends into the field too, giving technicians AI support before, during, and after every job. Before they arrive, a pre-job brief synthesizes customer account history and CSR call notes. Once on site, technicians can scan a nameplate to pull up documentation and equipment specs. They can also ask AI troubleshooting questions about error codes on the spot.
Anapol also spoke about Halftime, an AI automation feature currently available in Max. She described technicians finding reasons to head back to the truck mid-job. It was not to grab a tool. It was to check the real-time sales coaching Atlas provides. Techs get an AI-powered report covering everything from customer concerns to upsell opportunities, and they can ask Atlas questions to dig deeper into any of it. By the time they walk back inside, they are ready to talk to the customer.
What is available now vs. coming soon
Available today:
Speed to Lead (SMS and voice outbound automation for inbound leads)
AI Virtual Agent (inbound/outbound calls, SMS, web chat)
Voice Intelligence (call review, scoring, and coaching)
Intelligent ad optimization (Google and Meta)
Automated email marketing campaigns
Automated review capture and response
Automated social posting from job photos
Parts arrival automation
AI dispatch optimization
Pre-job brief and equipment nameplate scanning in Field Pro
AI troubleshooting assistant in Field Pro
AI-generated good-better-best estimates
In private preview:
Demand Orchestration (14-day demand forecast paired with capacity data)
Halftime (an automated AI coaching feature for technicians)
New Max dashboard with per-agent performance metrics across all business functions
ServiceTitan is rolling out Max to residential mechanical trades customers first. Learn more by checking out the full webinar recording.
