The joy of routinely turning unsold estimates into business has become a common feeling at Above + Beyond Service Co. in Edmond, Okla.
The $20 million business assigned one person to take charge of following up on estimates that have not been closed, and she’s leveraging Field Pro in ServiceTitan to make the job easier.
“All she does is go through the unsold estimates and unsold jobs, every day, day in and day out,” said Sales Manager Vincent Price. “And she makes sure that we’re staying in touch with that customer and letting them know that we care and we are here to solve their problems in any way that they need.”
A million-dollar job
ServiceTitan’s Chris Hunter has called follow-up coordinator a million-dollar job; Above + Beyond literally proves it.
Hiring the coordinator led to $1 million in revenue from unsold estimates in 2024—and $1.2 million through the first half of 2025. Using Field Assist, a part of Field Pro that uses artificial intelligence to listen to calls and identify missed opportunities, Price anticipates hitting $2 million for the year.
All from a little extra effort to go … well … above and beyond.
“(Field Assist) gives her all the unsold opportunities, and she can go back in and follow-up,” Price said. “It gives her suggestions as far as what she can do to help push the sale forward. How did the customer react during the call? Were they receptive, not receptive? Did they have concerns that maybe she's not aware of?
“It gives her all the information and tools, and she can even get better at the job she does.”
Field Assist works off recordings of calls provided by Field Pro, an add-on to ServiceTitan, the cloud-based software for the trades. By recording customer visits, Above + Beyond is able to identify ways to help generate business.
The recordings are also used to support coaching technicians and salespeople, and Field Assist uses AI to offer insight into ways to turn any open estimates into revenue.
“With all the tools we have through ServiceTitan, we’re optimizing every call,” Price said.
Growth–and partnership
Above + Beyond is a comprehensive plumbing, electrical and HVAC entity that has been in business for 10 years and growing steadily since it opened. Price had worked in auto sales for 10 years before Above + Beyond owner Jason Brady enticed him to join the trades in 2019.
ServiceTitan helped spur the growth; in a 2020 budget meeting, ServiceTitan Vice President of Customer Experience Thomas Howard urged Above + Beyond to shoot high.
“He told us we were selling ourselves short,” Price said. “We set a higher goal, and we hit it. The next year we set a higher goal, and hit it. We’re almost to the point now where we ask: Is there a limit? There may not be.”
Field Pro is the most recent Pro addition used by Above + Beyond, and Price called it “a game changer.”
With Field Pro, he said, their average ticket is up 29%, and the close rate is up between 55% and 60%.
“Everything we track has increased,” Price said. “Our ticket averages, our closing percentage, our conversion ratio, everything has gone up. Our booking rates have gone up. Everything that helps our technicians relates to everybody else in the business.
“It's just a great tool.”
How Field Pro saves time
Field Pro also eliminates the need for ride-alongs, which take time and can only be done one at a time. Recording of conversations allows Price to hear more than one per day, and to help the team as well as the individual.
“It's like having 10 people out in the field doing ride-alongs with your technicians,” he said. “But I have one person—me—doing all these ‘ride-alongs.’”
Above + Beyond stresses the need for techs to follow its approach and maintain its culture of meeting the customer’s needs. It wants a proper greeting, empathy with the customer’s situation, and to ask what the customer thinks they need. That allows the business to present good, better and best options to address the need.
Field Pro showed Price that one tech was merely walking in the home and saying he was there to fix the air conditioner.
“Once we started coaching, he became one of our top producers in HVAC sales,” Price said.
Another plumbing tech was providing so much information the customer could do his or her own repairs.
“He tried to build value in his options by making it sound like it was so much work, but he was giving them step-by-step information and people were going to Home Depot and doing the work themselves,” Price said. “Once we learned that, we changed his process; now he's the top plumber.”
That team member frequently calls the office for advice on what to do or say to close the job, evidence that the taping and coaching are benefits, especially with Above + Beyond offering performance pay and bonus pay.
“It’s not us watching them,” Price said. “It’s a helpful tool that can help them make more money. If you’re at a 40% closing ratio and you raise it to 60%, you’ve increased your revenue by 20%. And that means it’s going to increase paychecks by 20%.”
Group learning, at scale
Field Pro has also allowed Price to play back calls that met the business’s standards and expectations for the team. ServiceTitan’s AI has allowed Above + Beyond to assess conversations, offer advice that fits the company’s approach, and highlight success.
“Once you can hold them accountable with the calls that you listen to with them, you'll do nothing but get better,” Price said. “Your ticket averages, your closing, your conversions, everything will go up. It's just impossible for it not to.”
All the elements of Field Pro, from recording to coaching through AI to unsold estimates, combine to meet Above + Beyond’s goal: Increase business and revenue while adhering to company culture and values.
“I never thought we’d use AI, and now we can’t do business without it,” Price said. “If you’re not using Field Pro, you’re losing money. You have to have this tool.”
