For years, Jonathan Davis wanted nothing to do with the family business.
Davis Air Conditioning and Heating was started in 1971 by his grandfather, Don Davis. His father, Brian, followed, as did Jonathan's sister Heather, who has been with the company part-time for 20 years.
Jonathan got his first taste at 12 — sweeping the warehouse. Eventually, he was driving a company vehicle to drop off materials for the Houston-area construction shop.
“I did not enjoy it,” Davis said. That’s why he went a different direction as an adult, building a career in accounting and finance.
But a few years ago, his father made the case for coming home. He wanted to keep the company in the family, and the pitch stuck. Davis, now the company's retail operations manager, came in with a goal.
“We need to future-proof this company,” he said. “We need to put the right tools into place now in order for us to compete.”
But the software Davis AC was using wasn't going to cut it. It was slow, outdated, and support was virtually non-existent, Davis said. “We had poor data, poor connectivity. It led us to be reactive.”
Davis AC needed something different. That something was ServiceTitan. It wasn't their first try with the software though. The shop had attempted an implementation in 2021 and pulled the plug during onboarding because construction capabilities weren't there yet.
But that changed.
"What really pushed us over was their commitment to construction,” Davis said.
Davis AC went live six months ago, and the changes have been immediate.
“ServiceTitan has allowed us to be proactive,” he said. Here’s how.
Built-In Support
Davis doesn't feel like he's figuring ServiceTitan out alone.
Sometimes, he hears back from customer support the same day. But more often, Davis doesn't need to reach out at all.
"We have a support specialist baked into ServiceTitan, and that is Atlas," Davis said. "We're able to just ask it a question and it can direct me where to go."
Atlas is ServiceTitan's AI assistant, built directly into the platform. It can answer questions, troubleshoot issues and guide users through the software — with screen awareness that surfaces relevant how-tos based on where you are in the platform.
Davis has asked Atlas questions like, “Where do I merge two customer records?” and, “How do I look at a technician's KPIs?” Atlas easily handles those questions before they become support tickets. Davis especially loves Atlas’ screen awareness.
“If I'm on the accounting screen and I open up Atlas, it's automatically going to open up accounting based how-tos or frequently asked questions. That in itself is worth it,” he said.
Other ways ServiceTitan has impacted how Davis AC operates:
AI Virtual Agent: Davis AC's virtual agent is named Nell, after Jonathan's grandmother Lanelle. Nell books calls at a 90% rate and handles them in half the time of a live CSR.
Ember Sessions: Davis loved the free, small-group EmberSessions run by ServiceTitan experts, where non-competing shops learn the software together, swap best practices and discover features they didn't know existed.
TitanAdvisor: ServiceTitan's built-in scoring system tracks how fully a shop uses the platform. Davis AC’s score is 317 — top five among all ServiceTitan users. “We're definitely blessed to have personnel who are competitive, but most of all, who are looking to maximize our software. These people put in hard work and they're excited to make sure that our software is being utilized correctly.”
The results have followed.
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‘It’s My Last Name’
In the first six months on ServiceTitan, reviews answered are up 170%, average ticket has climbed 18% and average sale has jumped 48%.
That's just the beginning. Davis AC currently runs 75% construction and 25% service and replacement — but expanding that service side is part of the plan.
"Increasing our service and replacement capacity was a major factor in choosing ServiceTitan," Davis said.
The other major factor?
“(ServiceTitan’s) always moving forward,” Davis said. “I believe they're actually putting in the time and effort to develop new products, and I don't think they're slowing down at all."
For Davis, though, future-proofing Davis AC with ServiceTitan wouldn’t mean as much without the reason he came back in the first place. Truthfully, he was on the fence after his dad pitched him on joining the third generation.
What sealed the deal was this thought:
"If I were to step in, which I did, we can keep this going, keep this company running and continue to turn it into a legacy for my kids and their kids."
"It's my last name," Davis said. "It means a lot to me. And I don't want to see anyone else running this business."
