A couple years ago, a dispatcher at Bonfe Plumbing, Heating, Cooling, Electric, Drains unexpectedly retired.
This employee had a deep understanding of Bonfe’s customers and technicians, which is why Jessy Karolevitz, the call center director at the residential shop in Minneapolis-St. Paul, panicked.
“I had to figure out how to get all of (this dispatcher’s) knowledge — really quickly,” she said. “I was like, ‘How am I going to do this?’ (This dispatcher) worked the amount of work for five people.”
Karolevitz cycled through potential solutions. And then the perfect one presented itself when she attended Pantheon 2022 and learned about a new Pro product: Dispatch Pro.
Dispatch Pro is an AI-powered tool that uses Titan Intelligence to automate and optimize dispatching. It helps shops find the best technician for every job based on their skills, sales performance and proximity to the job.
It was exactly what Bonfe needed — and the timing could not have been more perfect.
“ServiceTitan is always 20 steps ahead of where I even think I need to be,” Karolevitz laughed.
That’s especially true when it comes to Pro products. Bonfe uses several, including Scheduling Pro and Marketing Pro.
The best part? Karolevitz said the Pro products complement each other, making life easier in the office and helping Bonfe boost revenue from $20 million five years ago to a projected $60 million this year.
Here’s how.
Saving time, fueling growth
Karolevitz said the way the Pro products “weave into each other” has made it possible to get calls advertised, booked, and sent to a technician without human involvement.
“(For example, with) Marketing Pro, and all of its analytics, (we) can see where we have a need for capacity and relay that to Google for the Google Ads and the home service, which feeds people to our website where they can book the call for Scheduling Pro,” she said.
“Scheduling Pro books it based on our availability and what Dispatch Pro is saying is the right type of calls that we need. And Dispatch Pro is able to place those calls.”
The process has been a game-changer according to Karolevitz.
Scheduling Pro: She estimates 20% to 25% of Bonfe’s jobs are booked through the product. “The amount of jobs it is booking … (if we didn’t have it,) I'd have to add probably three or four CSRs,” she said.
Dispatch Pro: It has led to more tech-generated leads, better conversion rates for techs, and an increase in Bonfe’s average ticket – from roughly $1,500 to $2,500.
Improved efficiency: The products have allowed Bonfe to manage more techs in the past five years — from 50 techs to more than 120 today — without adding equivalent overhead in the office.
As for the Pro product that excites her the most? That may just be the next one on the horizon.
AI voice agent is calling
Last year, Bonfe tested a new concept that very few shops in the industry were using: an external AI voice agent that would ensure Bonfe never missed a call. But since they had to go outside of the industry to create it, they weren’t sure how successful it would be.
That’s why it was déjà vu for Karolevitz as she sat in the crowd at Pantheon 2024.
“(That’s when ServiceTitan announced), ‘Our new AI voice agent with Contact Center Pro!’ And I was like, ‘D’oh!’”
Once again, ServiceTitan was 20 steps ahead.
"(Lately, whenever I think,) ‘Gosh, that would be a really good idea,’ I come to Pantheon and guess what? It's the new thing that you guys are doing,” Karolevitz laughed.
Powered by Titan Intelligence, Contact Center Pro delivers next-level call center efficiency with AI voice agents working from company data. Bonfe just started using it, and Karolevitz is eager to see how those features complement and weave into the Pro products they already have.
She’s also excited to see how this improves her day-to-day productivity.
“Having AI built into ServiceTitan is going to help us be able to deliver a better customer experience,” she said.
“And with the time savings that we've gotten from being able to use the Pro products and being able to be on ServiceTitan…it's helped me personally to be able to take a deeper look into helping my teammates and my employees, and work more efficiently. Work smarter, not harder.”
