Juliette Armour started with a heat wave.
Armour, a group product manager at ServiceTitan, took a Pantheon breakout room through the first hot week of a summer to demonstrate how Atlas and Command Center can save businesses from costly miscommunications. Marketing sees demand climbing and doubles the ad spend. Leads arrive. The scheduling tool, booked solid for nine days, has no record of the marketing campaign. The CSR tells each caller the next opening is Thursday. The caller hangs up and dials a competitor.
The company paid for the lead and lost the job.
Armour built the scene from six disconnected AI tools, each with its own contract and support line. Every vendor claims to be the answer, she said, while the people connecting the tools are the CSRs copying text from one screen to another and the operations manager with a browser full of open tabs at 6 a.m.
Reserve the schedule before the calls come
Deanna Kawasaki, senior director and product manager for data and AI, said the handoffs are only part of the problem. Timing is the other. A direct mail campaign needs about seven days to produce responses, and other campaigns need three to five. For that whole window, the system of record shows open capacity the campaign is about to fill.
Atlas places a hold on that capacity when someone launches the campaign, Kawasaki said, much like a reservation on a ticket. The next dispatcher or marketing manager sees the board as it will look, not as it looks today. If bookings fall short, the hold releases. She said the system also needs to register when someone else has already acted on the same recommendation, so an owner and a marketing manager do not both click the same button.
A ranked list that shows its work
Armour showed Command Center, which has three parts: goals, insights and automations. Owners upload the goal spreadsheet they already keep, and Atlas reads it and asks a couple of clarifying questions. Insights arrive ranked, each with a recommended action. Crucial time is saved and high priority items get immediate attention.
One example on screen showed a business 52 hours under capacity next week. Atlas built the forecast from historical demand and weather data, compared it with the business's capacity and recommended raising marketing activity.
"Every recommendation tells you why Atlas made it and what it expects to happen," Armour said. The owner approves it, asks a question or dismisses it. Showing its reasoning is one of Kawasaki's tests for any vendor's tool. The other two she touts are: does the tool ask before it acts and does it talk to anything else you use? Atlas does all three.
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Max customers go first
Command Center is in private preview for Max customers only, Armour said. “The reason being that if you’re not on Max, a lot of your data isn’t in ServiceTitan.” Atlas needs call and field data inside ServiceTitan to see why one technician averages a $5,000 ticket and another $10,000 and other details like that for Command Center to work properly. Max customers can sign up for the private preview right away.
