Pantheon 2025: Live coverage from ServiceTitan

That's a wrap for Pantheon 2025! If you missed anything, check out our recaps below!

Looking forward to seeing you all at Pantheon 2026 — Oct. 5-7, 2026 in Orlando, Fla.!

ServiceTitan co-founder Vahe Kuzoyan Unveils Atlas AI

In a keynote address that highlighted the evolution of digital assistants from Clippy to ChatGPT, ServiceTitan co-founder Vahe Kuzoyan introduced Atlas as a foundational intelligence designed to deeply comprehend and proactively optimize field service businesses.

Kuzoyan emphasized that while previous digital assistants resided in documents, phones, or the internet, Atlas "lives in your business," leveraging the full power of the ServiceTitan platform and modern Large Language Models like Google's Gemini to continuously grow smarter and more capable.

"It doesn't matter how smart you are if you don't have the data," Kuzoyan stated, underscoring Atlas's ability to understand a business's specific context and data at any given moment. This allows Atlas to move beyond simple queries, transitioning from a "baby phase" where it reacts to requests, to an "adolescent phase" where it proactively identifies opportunities for increased revenue and operational efficiencies.

During the keynote, Kuzoyan showcased "Baby Atlas" capabilities already available, demonstrating how the AI can understand natural language commands to streamline complex tasks within ServiceTitan. 

Examples included easily adjusting Adaptive Capacity rules for HVAC businesses during peak season and providing technicians with instant access to crucial customer and equipment maintenance history, eliminating the need for calls to the office. Atlas was also shown assisting technicians with technical manuals and common calculations, enhancing on-site productivity.

Looking ahead, Kuzoyan revealed the more advanced "Teenage Atlas," which will autonomously scan all data within ServiceTitan – from job summaries to technician notes – to pinpoint potential sales opportunities and automatically update CRM modules. This proactive intelligence aims to reduce manual data entry and ensure that no revenue opportunity is missed, whether for residential or commercial businesses.

The company also announced the "Automations Command Center," slated for rollout next year as part of the core ServiceTitan product. This feature will provide businesses with unprecedented visibility into their automations, allowing them to understand, modify, and discover new ways to leverage AI and rules-based automation across the entire ServiceTitan ecosystem.

To facilitate the adoption of this comprehensive automation strategy, ServiceTitan introduced the "ServiceTitan Maximize Program." This new offering bundles key "Pro" products like Pricebook Pro, Marketing Pro, Scheduling Pro, Sales Pro, Dispatch Pro, and Contact Center Pro, providing a unified pricing model and dedicated success managers. The program aims to ensure customers can fully realize the value of a deeply integrated, automation-first approach to their operations.

Kuzoyan also touched upon upcoming enhancements to Marketing Pro, which will expand its coverage of demand generation channels and enable Atlas to manage the full lifecycle of advertising campaigns, intelligently reallocating spend to maximize return.

ServiceTitan announced "Benchmark+", an evolution of its popular benchmarking report. This new offering will provide businesses with deeper insights into their performance relative to the broader industry, helping them understand market share and growth even in challenging economic climates.

Lastly, Kuzoyan announced ServiceTitan’s acquisition of Conduit Tech, an HVAC design and sales platform that leverages next-generation software, LiDAR technology, and permit-ready load calculations.

Conduit’s next-gen technology allows techs to create 3D models, load calculations & visualizations onsite in minutes, providing fast and accurate measurements of a home's interior and potential system designs.

Conduit Tech CEO Marisa Reddy said, “We’re honored to partner with the very best contractors in the industry — this community. ServiceTitan contractors are the ones always driving growth and raising the standard of excellence for their customers.

"We’re so grateful to have your voices at the heart of everything we do. To our customers here today — thank you. Your trust, support, and partnership mean more to us than words can capture. We wouldn’t be here without you.”

-Scott Goldman

On Thursday, ServiceTitan announced this year’s Prometheus Award winners at Pantheon, recognizing two companies who drive progress and inspire positive change in their communities. 

Vines Heating & Air, Plumbing, Restoration in Conway, SC, won the Prometheus Torchbearer award, which recognizes large-scale organizations for giving back. 

During the March 2025 wildfire in Carolina Forest, Vines partnered with Carolina Forest Community Church to create a 24/7 first responder rehab station. This site became a hub that supplied first responders with hot meals, hydration, hygiene products, socks, eye drops, and anything else they needed.

During this time, Vines’ social media outreach led to carloads of donations, meals from local restaurants, and volunteers from every corner of Horry County stepping up. To honor the first responders’ courage, Vines also co-sponsored a tribute event with the local minor league baseball team, where all proceeds went to South Carolina Mental Health for Heroes.

Above and Beyond Service Company in Edmond, OK, won the Prometheus Flamekeeper award, recognizing the contributions of smaller-scale companies.

Above and Beyond, with locations in Edmond and Oklahoma City, donates $5 from every membership they sell to the local Humane Society. This year, the company also played a key role in helping bring Poochella, one of the Humane Society’s biggest community events, to life.

The finalists, all of whom were chosen for their community work, included:

Flamekeepers: True Pros Heating & Air (Layton, UT), Haley Comfort Systems (Rochester, MN) and Above and Beyond.

Torchbearers: Premium Service Brands (Charlottesville, VA), Quality Plumbing, Heating, Cooling & Electrical (Knoxville, TN) and Vines Heating & Air, Plumbing, Restoration.

-Brendan Meyer

How fintech and AI drive growth and efficiency

Smarter payment systems and AI-driven tools offer transformative potential to unlock new revenue streams and operational efficiencies in service industries. 

During a session at Pantheon, ServiceTitan’s Rahul Hampole emphasized the importance of foundational digital payment systems, such as ServiceTitan’s Tap to Pay, as a gateway to broader AI adoption. 

Hampole, Vice President of Product and General Manager for Fintech, hosted a fireside chat with Joe Schmidt, partner at Andreessen Horowitz, in a session titled "Fintech in the Trades: Unlocking Revenue Through Smarter Payments and AI (Tap to Pay)."

He noted that trades businesses historically lag in adopting digital payments, but the shift is accelerating. Schmidt supported this with data, pointing out that check usage in the United States has dropped by 50% in the last decade, signaling a clear consumer preference for digital solutions.

The conversation delved into AI’s role in automating workflows, from after-hours virtual agents handling payments to AI-driven dispatch systems optimizing technician assignments. Schmidt highlighted the dual opportunity AI presents: quick wins such as virtual agents and long-term transformations such as fully automated back-office processes. 

Both speakers underscored the importance of execution. Hampole advised businesses to start small, experiment, and lean on ServiceTitan’s ecosystem of tools and partners. 

Schmidt said one person should be designated to lead AI implementation and change management.

"People need to figure out who is the directly responsible individual in your company and how to equip them to have success," Schmidt says. "The change management aspect of rolling all these new solutions out on your small business, or even your large business—that's the most important thing right now because the software is going to work if you just execute. That's going to unlock everything else they want to do."

Take flight with the Field Mobile app

David Erickson's colleagues in the technology industry who have similar jobs to his, as a mobile product manager, are trying to keep more eyes on their apps for longer periods of time.

"My job is funny because it's actually the complete opposite," Erickson says, "because I need to make it so easy that you don't even need to use your phone. 

"Because if your technician's using the phone, it means they're not turning the wrench. That means they're not having a conversation with the homeowner. It means they're not making money and being efficient and growing their own prosperity."

Growing prosperity for technicians and the companies that employ them drove ServiceTitan's efforts to rebuild its field app and introduce Field Mobile in 2025. ServiceTitan customers at Pantheon packed a ballroom at the Anaheim Convention Center in California to see a demo and raise questions in a session "Blast Off with the Field Mobile App" that Erickson hosted with Rachel Kozlovich, Director of Product Management. 

"The ability for the techs to be efficient is No. 1," Kozlovich says. 

And Field Mobile is earning positive reviews. Industry veteran Shaun Hoskinson, a service manager at Carolina Heating Service in Greenville, SC, offered one after the session.

"I thought it was great," he said after seeing a demo. "Looks like fantastic features that the techs are going to love. Save us a lot of time."

Erickson, a principal product manager, highlighted five game-changing updates that will empower technicians and streamline their workflows.

OCR for equipment labels

What it is: Technicians can now use their device's camera to scan an equipment plate. The app uses Optical Character Recognition (OCR) to automatically pull the make, model, and serial number and log it directly into ServiceTitan.

Why it matters: Equipment data is the foundation for future work and business growth. This feature eliminates manual data entry, reduces errors, and ensures clean, accurate equipment records, making it easier to manage customer history and identify service opportunities.

Native phone form factor

What it is: The new app is purpose-built for the phone. While the legacy app was designed for tablets, this version offers a native, intuitive experience on the device more than 60% of technicians prefer to use.

Why it matters: By optimizing the app for the phone, technicians can work more efficiently from the device they already have in their pocket. This removes the friction of using a clunky interface and makes navigating jobs, updating information, and communicating with the office seamless.

Spanish language support

What it is: The app now includes Spanish language support, allowing technicians to navigate workflows in their preferred language.

Why it matters: With a significant number of Spanish-speaking technicians in the trades, this feature fosters familiarity and confidence. It makes the app more accessible, reduces the learning curve, and empowers every member of the team to perform their job with precision.

AI-powered invoice summary

What it is: Using TitanIntelligence (TI), the app automatically generates a professional, customer-facing summary of the work performed.

Why it matters: This saves technicians valuable time they would otherwise spend writing summaries. It also ensures consistency and professionalism in all customer communications.

Enhanced media management

What it is: The new app simplifies capturing and organizing photos and videos. Technicians can easily add, update, manage, and select multiple media files at once.

Why it matters: Whether for showing a homeowner a necessary repair or documenting work for the office, improved media management allows technicians to communicate more effectively and build a detailed visual history of every job.

– Eddie Wooten

Uplevel Tech Financing Skills To Accelerate Growth

“Financing has been a big part of our growth,” said Chad Peterman, CEO of Peterman Brothers. “If you want to use financing and sell more jobs, it has to be embedded in the culture.” On stage at Pantheon with Logan Landis, Principal Product Manager at ServiceTitan, he showed how making financing the default, not a last resort, turns leads into wins.

The Mindset Shift: Make Financing the Default

The demand is there. 41% of major-purchase shoppers always look for financing, yet ServiceTitan data shows only 3.5% of booked jobs include financing on estimates, leaving money on the table. Peterman’s team treats monthly payments like the norm, not a fallback, and promotes pre-approval before the truck rolls.

ServiceTitan is building that motion into the funnel. Prequalifications in Customer Notification and Marketing Pro (beta in October) will be available for contractors to prompt customers to explore financing before the visit. 

Keep Plans Simple and Train Relentlessly

“For any training, consistency is your friend,” Peterman said. He groups techs by performance for weekly workshops where they role-play financing conversations, compare what’s working, and build options around a customer’s monthly budget.

Practical moves teams can implement:

• Limit to 3 core plans and script plain-language explanations.

• Build options around “as-low-as” monthly payments tied to the customer’s budget.

• Use financing as a sales lever. Premium options can pair with more attractive plans.

• Partner with lenders for training, and assign an internal financing point person.

“You can win jobs because your financing plan is better than competitors,” Peterman added.

Monitor Approval Rates and Steer with Data

Approval friction is costly—50% of first-look declines turn into lost jobs. ServiceTitan’s Single Application Waterfall submits one application across multiple lenders, and the integrated Second Look Waterfall has boosted approvals by 20% in observed outcomes. 

In the field, ServiceTitan’s mobile experience is adding more financing control, so techs don’t bounce between portals and can track application status after the invoice goes in.

Back at the office, the Financing Dashboard centralizes the KPIs that matter:

• Decline rate

• Plan mix by trade and performance of promotional offers

• Technician performance in terms of close rate and financing rate 

Peterman’s team also maps declines by ZIP code to shift marketing spend accordingly. As he put it, “You can try to bring your decline rate down by marketing to the right customers.” 

Application Management within ServiceTitan Financing gives office teams a desktop view to track status, request missing info, and keep deals moving to funding.

The takeaway: lead with financing, keep plans tight, train every week, and let data guide your next move.

Surface. Track. Close: Inside ServiceTitan’s Push to a Build a Refined CRM Experience

 Jordan Neiman, Principal Product Manager at ServiceTitan, took the stage for “Fueling Commercial Growth: Strategic Opportunity and Sales Management With ServiceTitan's CRM & Sales Pipeline” to talk about a hot topic among contractors throughout the industry: CRMs. Neiman, who’s led ServiceTitan projects from Reserve with Google to scheduling products, mentioned how his new task is based around solving the issues between CRMs, contractors, and their customers. 

“We want to surface every deal. We want you to be able to track every deal. And we want you to be able to close everything.” 

Opinionated simplicity, built for action

Neiman’s guiding principles were clear: build a CRM that helps users close what they quote, doesn’t leave dollars behind, and gets more out of their best customers. “We wanted to make a CRM that was not just simple but opinionated on how you should work your sales pipeline,” he said.

In the live demo, he went through a new page aptly titled “Opportunity” and easily navigated through different jobs in different levels of the pipeline all with a matter of clicks. During this demo, he was able to create a new "Opportunity" to quickly advance it from “New” to “Qualify,” auto‑generated tasks, built an estimate, and watched the stage flip to “Propose”—all from within the CRM. A single click closed the deal. “Hit the big blue button and the confetti falls. We have a close won opportunity right in CRM.”

Other highlights from his chat included:

• Displaying the latest pipeline management and real‑time staging abilities. 

• Showed how automated task management solutions help save time. 

• Shared the insights and reporting you can view on one screen such as close rate, days to close, pipeline health, team activity, and personal performance.

• Mentioned the Convex integration to push leads and create opportunities with a few clicks.

What’s next for CRM solutions?

The roadmap of what’s in the planning phase for ServiceTitan had people snapping quick photos: projects pipeline, improved reporting, and customizable staging are on the near horizon. Neiman also previewed “Plays”—short, targeted workflows that turn findings into opportunities and use AI to mine summaries and notes for hidden deals. “We should be able to scrape all that information, see if there’s a deal hiding in there, and pop an opportunity into CRM for you.”

Any Questions?

During an open Q&A question, the audience asked every question from curiosities about technical configurations, to potential ideas, and what future plans ServiceTitan had in store for their CRM functionality. Neiman took time to answer every question and confirmed many things including various customizable options coming alongside the new CRM experience, priority filters for findings, and the target to launch many new functionalities within the next year. The main mission however hasn’t changed, “Right now, we are laser focused on building out that Commercial Opportunity workflow.”

The win here is simple — a CRM designed for the trades, inside the platform contractors already trust, built to surface, track, and close every deal.

Ara Mahdessian opens Pantheon 2025 with gratitude, direction, and a warning

ServiceTitan CEO and Co-Founder Ara Mahdessian greeted a crowd of more than 4,000 at the Anaheim Convention Center on Thursday with the message that contractors on Main Street have earned the attention they deserve from the investors on Wall Street.

The first words of his welcome address focused on the collective success of ServiceTitan customers, sharing several text messages, including one that stopped the packed auditorium, and Mahdessian, with emotion. 

Marco Acosta, owner of Handy Plumbing Man in San Carlos, Calif., texted Mahdessian with this:

“Nearly 2,000 contractors on ServiceTitan enjoyed at least one million-dollar month this year,” he said. “And 137 enjoyed a million-dollar day!"

Mahdessian shared his memories of Dec. 12, 2024, the day ServiceTitan became a publicly traded company — and also the first Day of the Trades. 

On that day last December, Wall Street “recognized what we’ve known all along,” Mahdessian said. “This industry – underappreciated and overlooked for far too long – was finally understood, and even admired on the global stage.”

As a steward for the success of customers, Mahdessian pledged continuing efforts to get better, including making both the Core products and the Pro Products as automated and as meaningfully effective as possible for every customer. 

Mahdessian also put some responsibility for resilience on the audience, because artificial intelligence (AI) “is about to have far greater impact on the quality of life than anything we’ve ever seen.”

“This is going to be the most important and consequential conversation we’ve ever had,” he said. “It can be the biggest opportunity if we get it right. And it can be the biggest threat if we get it wrong.”

It’s an opportunity, he said, in that Agentic AI can automate workflows and make every contractor more efficient, raising profit margins to perhaps 40% by reducing overhead. 

AI is a threat, however, for those who choose not to adopt those benefits. Companies who do will dominate lead acquisition and technician hiring, avoid the race to the bottom, and provide a top-tier customer experience. 

“AI is coming for jobs,” Mahdessian said. “AI is coming for entire industries. Make no mistake about it. It has been replacing, and will continue to replace, human work.” 

The work AI can’t replace is jobs that “require a physical presence and manual dexterity,” “real-world problem solving in unpredictable environments,” and “human empathy and interaction.” 

That’s a pretty good description of technicians in the trades.

“Automation will not eliminate the need for your services — at least, not until near-perfect humanoid robots arrive,” Mahdessian said. “It will dramatically transform it. 

“Most of the supporting workflows — appointment booking, scheduling, dispatching, payroll, inventory, financials, etc. — are purely cognitive, which means they absolutely can and will be automated.

"If we are to thrive — we have to automate these workflows. Otherwise, someone else will, and they — and their customers — will win.”

ServiceTitan’s commitment, he said, is to enable the end-to-end automation the newest generation of AI can provide, and to partner with customers to implement and refine those automations. 

That, Mahdessian said, is what this week in Anaheim is about.

“When I used to think about my own kids future, I imagined them folllowing in my footsteps," he said. "And now I find myself wondering, would they be better off following in your footsteps? Or mine?

“The reality is Wall Street didn't only invest in the trades on Dec. 12,” he said. “They invested in you. They’re betting on you. 

“And for my money, that's the best bet one could make.”

—Mike Persinger & Scott Goldman

The Commercial Blueprint: Powering Predictable & Profitable Growth in Commercial Service & Construction 

Protecting and growing margins is the highest priority in commercial construction.

So why, time and time again, are contractors selling a project strong, but winding up with margins that are 10-15 percentage points lower than expected? 

“Speed,” said Shwetabh Mittal, ServiceTitan’s VP of Product for Commercial & Construction. Or more precisely, the lack of it. 

That was the central topic at the Commercial Service and Construction keynote at Pantheon on Thursday — how new ServiceTitan features can improve margins, eliminate hours of manual admin work, unlock more predictable recurring revenue and drive more pull-through work.

For construction, some of those features are:

• Project P&L: See real time costs, revenues and profitability, so your controllers never have to ask, “What’s our updated margin?” 

• 3-Way-Match: With Automated 3-Way-Match, 80-90% of bills are processed automatically.

• Global Project Backlog: This feature helps you look at the horizon with visibility into labor demand and labor capacity across every trade.

• Speed Margin Cash Flow: Move with speed because data is live and connected. Protect margins by capturing issues as they happen. Strengthen cash flow with fast and accurate AP and AR.

Commercial Service

Think about all of the equipment your company has installed over the years.

“Now, think about all the money that somebody else has made maintaining and servicing that equipment,” said Evan Smith, Group Product Manager leading Commercial Service at ServiceTitan.

This is an all too common scenario: Contractor 1 installs the equipment as part of a larger project. But as the warranty expires, they don’t follow up with a service agreement proposal. It’s Contractor 2 who successfully pitches an agreement, wins it, and is now the one capturing that recurring revenue.

Here are some features that can change that — fast: 

• Equipment Scanning Animation: Capturing equipment details is easier than ever. Technicians can scan, tag, and log equipment with just their phone.

• Agreement Auto-Draft: Generate faster, more detailed proposals straight from the equipment data you captured. Visit schedules, services, and tasks are created automatically. All in just a few clicks.

• Atlas: With Atlas, your techs can now access manuals and ask advanced questions to get answers immediately, all specific to the exact model they’re working on. Atlas helps your techs spend less time guessing, calling the office, or on-hold with the manufacturer support line, and more time fixing.

• New Customer Portal: Customers can see active agreements (and sign new ones). They can review equipment findings, track the full service history, approve quotes and schedule follow ups. 

ServiceTitan CRM for Commercial

At Pantheon 2024, ServiceTitan co-founder Vahe Kuzoyan announced the acquisition of Convex, a sales and marketing platform. He said it was just the beginning, and that ServiceTitan would take Convex’s top of funnel data and connect it all the way through to the field.

“It’s been a long year since Vahe promised that, but I am here to tell you that we did it,” said Blake Meulmester, co-founder of Convex. 

Here’s how:

• AI Leads in Convex: Automatic, personalized lead lists for sales reps to call — and it gets better the more you use it.

• Convex Integration: Now when you book a meeting from Convex, you can immediately track that opportunity in ServiceTitan CRM.

• Classic Opportunity Tracking: Deal stage, tasks, contacts, activity logging.

• Quoting: Directly integrated, so that when you are ready to quote the service agreement, project bid or job, it’s right there.

• Embedded Reporting: With classic metrics and reports completely out of the box for leadership, managers, and sellers

All of the above — from commercial construction, to service to CRM — was built with one goal.

“To help you grow profitably,” said Alex Kablanian, the GM of Commercial & Construction at ServiceTitan. “With stronger margins, more recurring revenue, greater efficiency, and opportunities you don’t leave on the table or on the rooftop.

“That’s the outcome you should expect when you’re operating with speed.”

-Brendan Meyer

Championing Women in Leadership: Authenticity, Allyship, and Real Paths Forward in the Trades

A few years into a globe-trotting executive role, Miriam Warren found herself crying on a long-haul flight. The Chief Culture Officer at Yelp had spent seven-plus years launching operations across three continents. But, she wanted to start a family—and she wanted her work to focus on building the community inside the company, not just outside. “Turns out that there really wasn’t anyone,” she recalled thinking. “Maybe that person should be me.”

That candid moment anchored a frank, forward-looking conversation at Pantheon’s “Elevate: Championing Women in Leadership,” featuring Warren; Meghann McNally, Chief Marketing Officer at Wrench Group; Fanaye Taye SVP HR Home & Auto at Synchrony; and Anna Anderson, CEO and owner of Art Unlimited marketing agency and leader with National Women in Roofing. Together, they explored what it takes to thrive—and to build space for others to thrive—in the trades.

The Challenge: Be the Only, and Still Be Seen

Representation gaps persist, and the panel didn’t gloss over the emotional labor that comes with being “the only” in the room. “I only speak for myself. I don’t speak on behalf of everyone,” Warren said. “If you want to know what all women think you’re gonna have to go talk to a lot of women.” Her antidote to isolation: a personal board of directors—a trusted circle she leans on for perspective, courage, and accountability.

Anderson underscored the inner work. “What’s your identity statement?” she asked. “Know it inside and out.” Clarity about who you are, she said, is what steadies you in rooms where your voice isn’t yet expected. It also fuels how you show up for others. “With great leadership is when you reflect the picture of possibility to those around you,” she said.

Strategies That Travel: Authenticity, Honesty, and Hands-On Credibility

For McNally, authentic leadership starts with rigorous self-awareness—and plain speech. “Say what you mean and mean what you say,” she said. “Being honest, especially when it’s hard,” is how teams learn to trust you when decisions get complex.

Credibility matters, too. Early in her career, McNally spent a sweltering July week in Waxahachie, Texas, learning to install the very building products she was selling. The next week, she faced a room full of veteran buyers. This time, she had an edge. “Yeah, I know how this product works. I’ve done it before.” It’s a playbook she still uses—know the work, not just the numbers.

Taye emphasized it’s not just about hiring women but nurturing their growth. “Ongoing development is really critical,” she said.  “You may have hired someone for the job they’re doing today. How are we also helping them prepare for the job tomorrow? Do they see a career path where they could be five years from now?”

Warren added a practical lesson she learned from a mentor that changed her career trajectory: “Everything is negotiable… What’s the worst that could happen if you ask?” It’s advice she now shares widely with women navigating compensation, promotion, and scope.

Build the Pipeline—and Keep It

The panel’s blueprint for attracting and retaining more women in the trades was clear and actionable:

• Spotlight real career paths: Use marketing to project possibilities—field, office, sales, leadership—and make those examples visible.

• Invest in development: McNally’s team stood up a university to add leadership, communication, and sales training alongside technical tracks.

• Support pivotal life moments: Warren cited programs that show up for employees during births, promotions, and hard times—moments people remember for years.

• Practice everyday allyship: Create the conditions for voices to be heard, invite participation, and amplify contributions in the room.

• Normalize asking: From scheduling flexibility to scope expansion to pay, encourage people to advocate for themselves.

The panel closed on an optimistic note about what they want to see going forward. “More women,” said Taye simply. 

Then a vision from Warren, “I can’t wait to hear young people talking as much about the different trades they might be going into as much as we hear about where they might be going to college.”

— Deborah Goldman

Voice Agents Are Here to Stay. Here's How to Deploy Them Right.

Alice lasted for only a year in her role as a customer service representative for Bonfe.

And when the company sent her packing, customers were thrilled.

"Oh, they were so happy we fired her," says Jessy Karolevitz, call center director at Bonfe Plumbing, Heating, Cooling, Electrical, & Sewer in St. Paul, MN.

Meanwhile, at Bonney Plumbing, Electrical, Heating & Air in Rancho Cordova, CA, Sarah's experience in a CSR role has been much different. Customers like Sarah, and she has earned the respect of the Bonney team as well.

"Did you hear what Sarah did today?" a team member will say.

"It's been really fun to tell stories like that," says Angela Kump, Bonney's system administrator.

Alice and Sarah are AI-powered call center virtual assistants. Bonfe began with Alice about two and a half years ago but will switch to a new voice agent after beginning to use ServiceTitan's Contact Center Pro, while Bonney and her team's first use of a voice agent came with the adoption of Contact Center Pro in March. 

Kump and Karolevitz, both members of ServiceTitan’s Torch Network, joined Angie Snow, an industry advisor for the company, for a discussion at Pantheon, "How to Deploy AI Voice Agents that Actually Work."

“I don’t think it’s if you will,” Snow says of businesses using voice agents. “It’s when you will.”

In a session packed with insight, do’s, and don’ts, these three takeaways from Kump, Karolevitz, and Snow are crucial:

Be Transparent with Employees

Companies should provide full transparency with everyone on a team when implementing AI. That begins with the management team, since any resistance in that group could lead to resistance from other team members.

And company leaders should ensure their teams about AI's role.

"AI is not going away. It's only going to get bigger and better," Karolevitz says. "It's just making sure we can utilize it in the best way that works for us. Helping your teams understand that it's not there to take their jobs, it's there to help them do them better. It's there to help them focus on the things that really matter, whether it's Contact Center Pro or Virtual Agent or Dispatch Pro. It's helping them understand where this is a benefit to them. A benefit to the CSRs. A benefit to the managers and the technicians. But also a benefit to the customers. It's there to enhance the customer experience, not take it away."

Don’t Do It All at Once

A phased approach is best when employing a call center voice agent.

The panel suggested beginning by using the voice agent for follow-ups before moving on to job booking. The AI can also be used for overflow calls during regular hours and for after-hours calls.

Give Customers a Choice

Customers should be given the option to choose whether they want to interact with a virtual agent or a human agent. 

When customers have a choice, the panelists agreed, they are often fine with using the voice agent.

Scaling for Success: Insights from Leading Commercial Contractors

Some of the most experienced commercial contractors at Pantheon sat down for a talk on how they achieve success during “Scaling for Success: Insights from Leading Commercial Contractors.” This session, moderated by Charlie Warren, VP of Commercial & Construction at ServiceTitan, included three business owners with well over 50 years of combined experience in the industry: Butch King, VP of Service at The Brandt Companies/Southland Industries, Dominic Magnolia, Executive Vice President at Magnolia Companies, and Kirsta Holliman, CFO at Interstate AC Service. 

The conversation began with a quick recap from Warren on what ServiceTitan’s capabilities for commercial contractors entail, along with a brief tease at some of the latest innovations being announced later at Pantheon 2025. The entire conversation, however, revolved around the idea of “Scaling for Success” on three levels. Those levels being, “internal success with your people,” “external with your customers,” and “success against the competitions.”

Scale Starts with People

The conversation opened on an important subject: the people you work with. 

For Holliman, success with people begins long before the trucks roll out. “We have Interstate University,” she said, outlining a level-based technician development path that partners with high schools and trade programs. “Get to know your technicians. Let them know you care about them… [You’ll] be surprised how much that [pays] you back.”

Magnolia and King’s playbooks mirror that investment with King mentioning, “We’re in the middle of building a 14,000 square foot training facility for hands‑on” and Magnolia stating they had their own “Magnolia University” dedicated to finding the future of the trades.  

“The technicians are hearing from other technicians” said Butch King

Key internal moves the panel highlighted:

• Invest in technicians with programs, clear paths to success, and opportunities.

• Appoint people to be technical trainers and peer champions.

• Find managers and leaders from within your organization that foster growth.

Win With Customers by Eliminating Friction

Hands shot up when Charlie Warren asked who uses a customer portal. Then he asked who likes the process. 

Silence. 

This highlighted one of the major issues that businesses experience, but the experts had solutions. King explained that their business also has difficulties, but are starting to figure it out. 

Holliman talked about the ease of ServiceTitan’s solutions around portals and billing. “We went from three people doing it now to one.” 

Magnolia mentioned that their big push was asking “How do we automate input into third party portals?” A task that ServiceTitan is already hard at work solving, and according to Warren, is the center point of new solutions coming soon! 

Key solutions the panel mentioned: 

• Using software that can allow them to manage multiple customer portals and service agreements. 

• Finding integrations that can help them automate mundane tasks. 

• Finding ways to incentivize their teams to care about customer experience. 

Compete by Choosing Your Partners—and Your Focus

Warren ended the session by asking the speakers to answer two questions: what are you doing well against competitors, and what could you be doing better? 

Krista Holliman said the thing they do best is that they provide the best service and ServiceTitan allows them to deliver. The thing they could be doing better is making sure they get their name out there. 

Butch King’s best advice was to focus on the culture of the company. One of the things they struggle against is private equity taking some of their people —however, as he points out, a few of the people who recently left have already come back. 

Dominic Magnolia ended the chat by talking more about partnering with private equity and the most important thing to keep in mind, “Number one - look for the people who care most about your company.”

Mastering Roofing Estimates: The Foundation of Profitable Projects

As Sue Diamond, Solutions Delivery Manager for Residential Exteriors, shared from her years of working directly in the roofing industry and helping contractors adopt technology, "I've heard the stories. I've heard it in the pop-ups. And I'm honestly telling you that a lot of them are the same. It's the same story. And it starts with a lack of efficiency."

The problems plaguing roofing contractors are systemic and predictable:

• Duplication of work - Multiple team members collecting the same information in different ways. For example, the salesperson notes the shingle color, but then the production team enters it again elsewhere—sometimes with discrepancies that create problems down the line.

• Gaps in workflow - On the opposite end, critical tasks fall through the cracks due to a lack of accountability. This leads to reactive management, where production teams spend their time problem-solving on job sites instead of proactively preparing for the next project.

• Technology fragmentation - Teams end up using seven different apps that don't communicate with each other, creating gaps in information flow and eliminating any central source of truth.

Complete and Accurate Information

Diamond emphasized a fundamental truth that drives profitability: "We really need to be generating our estimates with complete and accurate pricing. And if we're doing that, then we're going to be able to ensure that we've got stronger margins."

Complete information means your sales team collects everything your production team needs to know on the first visit. As Diamond explained: "If they didn't note that it is a custom-sized skylight on the estimate, then your production team doesn't realize they need to order that six weeks in advance. And that's going to cause you problems down the line in production."

Historically, the challenge has been asking sales teams to invest this effort on jobs they might not even win. "The salesperson rushes through things, loses information, or is simply just more focused on building a relationship with the homeowner sitting at the table rather than spending the time that they should on proof or drawing up the estimates."

Spec-Based Estimating: From 30 Minutes to 4

The breakthrough solution Diamond and Lioy demonstrated is spec-based estimating—a system that reduces estimate creation time from 30 minutes to just 4 minutes while improving accuracy and consistency.

Ryan Lioy, Manager of Enterprise Residential Exteriors Success, explained the technical foundation: "In ServiceTitan, we have what are called forms. These are fillable fields that exist at both the office level and on the mobile tablet. And it's basically collecting information you need to use in a lot of different ways."

The system works through three integrated components:

• Customizable forms - Forms tailored to specific services, such as reroofing, with fields designed to capture precise measurements and job details.

• Automated calculations - The "magic," as Lioy described it, lies in Excel files integrated with templates that house rules and calculations. When a customer needs 20 squares of roofing, the template automatically calculates the required shingles, underlayment, and other materials.

• Multiple option generation - The system automatically creates good, better, best scenarios, leveraging the ServiceTitan principle that offering multiple options naturally increases the average ticket without additional cost.

Advanced Form Optimization

Diamond shared specific strategies for maximizing spec-based templates:

• Conditional logic - Use qualifying questions to streamline the form experience. For example, "Is there a skylight on this roof?" If yes, additional skylight-specific questions appear. If no, those questions remain hidden, keeping the workflow focused.

• Strategic field types - Use manual entry for measurements that require specific inputs, but leverage dropdowns and radio buttons for standard selections to make choices quick and easy.

• Complete scenario planning - Consider every possible situation salespeople might encounter and build qualifying questions for each scenario.

Eliminating Manual Effort

Lioy highlighted ServiceTitan's partnerships with the three major measurement providers: GAF QuickMeasure, EagleView, and HoverView. This integration streamlines the measurement process by allowing contractors to: 

• Order measurement reports directly within ServiceTitan

• Automatically save photos to jobs

• Receive measurement PDFs attached to jobs

• Pull measurements directly into spec-based forms.

The result is the elimination of manual measurement effort while maintaining accuracy and creating a complete digital record tied to both the job and location for future reference.

Real-Time Cost Management Through Supplier Integration

Diamond addressed one of the most critical aspects of accurate estimating: current material costs. "If we are multiplying that quantity by an inaccurate cost, then we're throwing off everything. Your estimate is not accurate, and you cannot predict those margins."

Dynamic Pricing Integration

ServiceTitan's integration with major suppliers (SRS, ABC Supply, and Beacon) provides several advantages:

• Automated price updates: Material pricing updates nightly, ensuring estimates reflect current market conditions.

• Account-specific pricing: Integration pulls contractor-specific pricing negotiated with supplier representatives.

• Complete material specifications: Items are accompanied by detailed descriptions, product images, and current pricing.

Procurement Workflow Automation

The integration extends beyond estimating into procurement. When jobs are won, the estimate automatically generates procurement lists. With one click, estimate items become purchase orders, sorted by:

• Materials from warehouse inventory versus supplier orders

• Items shipped to the shop versus direct delivery to job sites

• Default settings that can be customized per material type

The Reporting Imperative

Lioy's passion for reporting was unmistakable: "I was a reporting specialist in a previous life, and if you ever come see me, I'm going to bring the conversation back to reporting. I don't care what your favorite feature is in ServiceTitan. I guarantee the reporting touches it."

Lioy emphasized that contractors generate massive amounts of data—from leads and calls to marketing attribution, estimates, revenue, and accounts receivable. "If you're not using these data points, you're not going to get the maximized value that you need to actually use ServiceTitan the way that it was meant to be used."

Critical Reporting Categories for Exteriors

• Project reporting - Essential for managing complex exterior workflows involving permits, subcontractors, and material orders. Custom project statuses and sub-statuses help teams understand project stages and required next actions.

• Gross margin reporting - Available at both job and project levels, factoring in revenue, material costs, inventory expenses, and technician costs (whether payroll, commission, or timesheet-based).

• Budget vs. actual analysis - Compares estimated projections with actual costs throughout project completion, enabling analysis by business unit, sales representative, or other pivot points.

• Estimate and purchasing analytics: Granular analysis of estimate performance, sales representative effectiveness, vendor cost comparison, and material sourcing optimization.

Building Predictable Profitability

The ultimate goal of complete information gathering extends beyond individual job success to business-wide predictability. 

Diamond explained: "When you are doing that consistently, from customer to customer, from salesperson to salesperson, then you can predict your margins, which means that you can offer discounts, you can stay competitive in your market, and know that you can drop your points on that job because you're still going to make money."

Implementation Strategy: The System Approach

Lioy emphasized thinking about these features as components of a larger system: "The features that we're going to show off today are meant to fit together to provide a seamless experience across the lifecycle of the company."

The integrated approach means:

• Spec-based estimates feed directly into procurement systems

• Measurement integrations populate forms automatically

• Supplier integrations ensure current pricing at the estimate and purchase stages

• Reporting systems track performance across all touchpoints

• Mobile accessibility ensures field teams can execute efficiently

The session featured a testimonial from Andrew, Director of Marketing and Technology at WeatherPro: "The ServiceTitan platform has been a game-changer for our growth. Since adopting the platform, we've increased our revenue by 25.4% and boosted profitability."

This result reinforces Lioy's core principle: "Just because we're increasing revenue doesn't mean we're making more profit. That's why we have to look at our margins."

Residential Roadmap: Optimize Every Job, Every Time

ServiceTitan’s residential keynote featured critical improvements to the core platform aimed at removing friction, introducing more automation, and adding new capabilities that had the Pantheon audience cheering. 

The keynote kicked off with Tamar Rosati, VP of Product, introducing the next generation of the Field Mobile App, highlighting its impressive improvements in speed, reliability, and ease of use. 

The new app boasts a Pricebook download that is 4x faster (2-3 minutes), near-instant launch and data loading, and a 99.99% crash-free performance. 

Jobs are now completed 34% faster from arrival to closeout, saving technicians valuable time daily. 

The app is also fully optimized for both phones and tablets, supporting light and dark modes, and adapting to device settings for larger text and language preferences, including Spanish and French. 

Enhanced photo capture capabilities allow technicians to snap multiple photos or videos, annotate them, and upload in bulk, while automatic equipment detail recording is now possible by simply snapping a photo of the nameplate. 

A major highlight was the introduction of Atlas, ServiceTitan’s new AI-powered sidekick, designed to provide technicians with immediate access to job and customer information and generate quality invoice summaries.

FinTech improvements

Rahul Hampole, VP of Product for Fintech, presented new features aimed at improving financial processes in the field. He emphasized how manual payments are a bottleneck, with keyed-in card entries taking 45 seconds to process and a quarter of check payments being delayed over 14 days. 

ServiceTitan's integrated payment tools are designed to eliminate these friction points, leading to a 40% acceleration in cash flow. 

A key announcement was the immediate availability of Tap to Pay on Mobile, allowing instant payments without extra hardware. 

• Optional tip collection built directly into the payment screen, giving businesses total control over this feature.

• Taking deposits directly in estimates is now possible, with the system automatically creating an invoice and tying the deposit to the job, eliminating manual back-office steps. 

Finally, advancements in Financing were revealed, enabling technicians to pre-qualify and apply in a single screen within the app, offering multiple options (first-look to no-credit).

• A new Application Management Hub provides the back office with a centralized location to complete post-application tasks and track every financing application. “Customers utilizing these new financial tools are seeing close rates go up by 15% and ticket sizes grow by 20%,” Hampole said.

Office-side Improvements

Avery Armour, Product Leader for Scheduling and Dispatch, presented updates to ServiceTitan's office-side capabilities, focusing on scheduling and dispatch. 

The core message was the launch of Adaptive Capacity, a tool designed to optimize every hour of the day. Unlike its predecessor, Adjustable Capacity Planning, Adaptive Capacity automatically shifts availability based on user-defined rules, ensuring the right jobs are prioritized, especially during peak demand or maintenance seasons. 

This feature is slated to receive an Atlas-powered rule builder for even easier setup. Contractors using Adaptive Capacity are experiencing a 10% year-over-year revenue growth.

The biggest update to the Dispatch Board was also announced, offering a flexible layout, technician search, and responsive views (horizontal, vertical, weekly) that are fully mobile-friendly.

• A dedicated Holding Area has been introduced for unassigned jobs, eliminating the need for "dummy techs."

• The new Activity Center centralizes technician messages and notifications in a real-time panel with filters for quick responses. 

• Non-job events like meetings and training can now be edited and managed directly from the board, with all updates syncing instantly across ServiceTitan.

Pro Products — Next-Generation AI Automation for the Trades

ServiceTitan unveiled a suite of powerful AI-powered innovations for its Pro products during a keynote address hosted by SVP & GM of Product, Vincent Payen. The announcements signal a significant leap towards end-to-end automation, promising to transform business operations and drive unprecedented efficiency and revenue growth for contractors.

SVP & GM of Product, Vincent Payen kicked off the keynote by highlighting the long-held dream of comprehensive AI automation, emphasizing its potential to revolutionize businesses.

A Seamless AI Ecosystem

Historically, Payen said, ServiceTitan's Pro products have been powerful but disconnected. 

Payen announced a new era where these products will work together as a seamless AI ecosystem to predict, optimize, and fully automate entire business functions.

He stressed that the true differentiator for virtual agents will be their booking rate, automation coverage, answer quality, and decision speed based on real-time data, all of which are enhanced by ServiceTitan's native integration and access to comprehensive ST data. Payen boldly predicted that AI automation could elevate top businesses from 20% EBITDA to 30% or even 40%.

Demand Generation Reimagined with Atlas

Atul Kalantri, Senior Director, Product Management, took the stage to discuss advancements in demand generation. He highlighted the success of Marketing Pro and Scheduling Pro, noting that contractors using these products are growing twice as fast and seeing revenue climb one and a half times faster, respectively. New capabilities include:

• Meta Ads Integration and Multi-Touch Attribution: To optimize digital campaigns and efficiently capture leads.

• Digital Ads Autopilot (Upcoming): To further elevate digital advertising.

• Enhanced Scheduling Pro: Now with payment capture, Adaptive Capacity integration, and membership sign-ups, turning every booking into a revenue-maximizing moment.

• Nuve Integration: Deepening integrations with smart home devices like Nuve thermostats for real-time alerts and direct appointment booking with Scheduling Pro.

• Introducing Atlas: An AI assistant designed to drive demand by launching campaigns in seconds, adjusting spend in real-time, and keeping technicians busy year-round. A prototype demonstrated Atlas's ability to proactively recommend and launch SMS campaigns, optimize ad budgets, and facilitate seamless customer bookings via text.

AI Voice Agents and Fleet Pro Advancements

Henry Cheng, Director, Pro Product Strategy, then presented the evolution of Contact Center Pro and Fleet Pro. He shared results for Contact Center Pro, including a 10% increase in booking rates and a 15% drop in abandoned calls.

AI Voice Agents are now available as an add-on to all customers, starting today. These native ServiceTitan voice agents offer a drag-and-drop workflow builder, instant hand-off to live agents, real-time performance tracking, Adaptive Capacity integration, and accurate marketing campaign attribution.

For Fleet Pro, Henry announced a direct integration with Ford Pro, eliminating the need for additional hardware for fleet tracking. This unified solution allows businesses to track and control their fleet from anywhere, sync vehicle maintenance to dispatch boards, and connect seamlessly with Ford Pro’s mobile service for fast vehicle servicing.

Field Pro: The Next Generation AI for the Field

Austin Haller, Senior Director, Pro Products, introduced Field Pro, the evolution of Sales Pro, designed to empower sales reps and service technicians. While Sales Pro saw a 20% increase in average tickets, Field Pro aims to support field teams at every step, including diagnosis. Key features include:

• Bluon Partnership: Integration with Bluon to equip HVAC and plumbing technicians with confident diagnostic capabilities, enhanced by Atlas.

• Pre-job Briefs and In-job Guidance: Technicians receive all necessary information before a job and guidance from Atlas during troubleshooting.

• Automated Daily Recaps: Providing technicians with KPI trends, strengths, and areas for improvement.

• Manager Insights Summary Page: Offering managers a focused view of recordings, AI summaries, and insights to improve bottom-line performance.

-Scott Goldman

Rising Stars in the Trades: How Flint Group and Redwood Are Rewriting the Playbook

Onstage in Anaheim, two of the fastest-moving operators in residential services walked through how they’re scaling — without losing the people-first DNA that got them there.

Trevor Flannigan, who co-founded Flint Group with Colin Hathaway in 2019, traced an unlikely arc from a Craigslist office-manager gig at a Kansas City plumbing company to a $400 million platform spanning 15 locations — all residential, no new construction. 

Richard Lewis, founder of Memphis-based Redwood Services, recounted leaving Wall Street, spending 12 years inside ServiceMaster, and starting Redwood in 2020 to “do the opposite of corporate America.” Today, Redwood counts 19 partner locations, roughly $600 million in revenue, and 2,400 teammates. 

“So what we do at Redwood is we find the absolute best contractors in the country,” Lewis said. “We invest alongside them, into the business. We don’t rebrand, put our own people in, drop our culture onto the business, or centralize the back office to save a couple dollars. We just hire really awesome people. Find really amazing contractors — and then combine the two.”

Differentiation: play long, build capabilities

In a crowded field of 60-70 investor-backed groups, both leaders emphasized discipline.

• Proprietary sourcing over auctions: “Not a single one [of our 19 deals] came from a broker,” Lewis said. “It is hard to differentiate yourself other than price” in brokered processes.

• Operator-first platforms: Flanagan argued that traditional best-practice groups no longer attract the best talent. Flint’s answer is a “Flint Business System” — a detailed operating playbook — and its own technician training across HVAC, plumbing, electrical, and sewer. “We don’t do a single tuck-in. We actually organically grow every part of the business.”

• Pure-play residential focus: Both leaders avoid commercial, new construction, and home warranty work that complicate margins and predictability.

Lewis offered practical guidance for contractors eyeing an exit:

• Bigger isn’t automatically better.

• Complexity (commercial, new construction, big box, warranty) dilutes value.

• Overreliance on the owner depresses multiples; a built-out management team raises them.

— Deborah Goldman

Pantheon 2025 Opening Night

The biggest Pantheon ever started Wednesday with more than 4,000 contractors and industry experts in attendance for ServiceTitan’s three-day user conference. More than 115 exhibitors are here in the massive Anaheim Convention Center Expo Hall.

More than 100 industry leaders will be speaking at Pantheon, with a lineup of more than 75 product and thought-leadership sessions scheduled — all starting this afternoon at the Anaheim Convention Center.

Stay tuned for coverage from more than 20 breakout sessions, as well as four keynote presentations on Thursday.

KEY TIMES — AND LIVE-STREAMED KEYNOTES

Thursday at 7 pm PT: The Titan Appreciation Party! This is going to be an amazing event. You will NOT want to be late for this one!

Friday at 8 am PT: Unlocking Peak Performance: A Fireside Chat with Dr. Andrew Huberman & Dr. Peter Attia.

» The full agenda can be found here.

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