Kylar Moore tried enough software programs to know what he didn't want.
The office manager for M&M Electric in Hagerman, Idaho, Moore grew up in a trades family but came to the industry sideways — managing restaurants at 18, moving through Oregon and Colorado, landing back in Idaho with two kids. He runs a vending machine side business and a handyman operation alongside his day job.
He's the kind of person who figures things out as he goes.
When it came to software, that meant years of trial and error. Running the business with just QuickBooks worked until it didn't. Other software options Moore tried caused more work than they solved. Nothing did everything he needed.
But when ServiceTitan came up, Moore pushed back. The platform was more expensive, and M&M was a smaller company handling industrial, commercial and residential jobs.
"I drug my feet and was like, 'I don't think we need to do ServiceTitan because we only have seven employees,' " he said.
His father and the company's owner, Brian Moore, saw it differently: "I think we should just do it and just see what it's like, see if it's worth it."
That settled it. What Kylar found on the other side was a software company that kept showing up long after the contract was signed.
"They help (you) learn things that maybe they don't even know," Kylar said. "They do the research for you. They screen share and help implement things and check in with you.
“That's huge."
Keeping score as you grow revenue
ServiceTitan shows contractors how comprehensively they use the platform through a built-in measurement system called the TitanAdvisor score. The program audits a company's existing performance metrics into seven actionable business practices. Once those practices are implemented, the score goes up. According to ServiceTitan data, companies increased their average revenue by 21% in the first two years on the platform.
The path to a higher score runs, in part, through a tiered curriculum of virtual learning sessions born from a customer request — IgniteSessions for new customers, EmberSessions for intermediate users and SparkSessions for those further along.
The programs give contractors a way to talk with peers facing the same problems, without competitors in the room, moderated by ServiceTitan experts. All three are free.
The result behind the effort is hard to ignore. According to ServiceTitan data, customers not enrolled average a Titan Advisor score of 114.4. Those in EmberSessions average 139.6. SparkSessions participants average 161.4 — nearly 50 points higher than customers in no program at all.
The score gap has real-world consequences: according to ServiceTitan data, companies with TitanScores in the top 50% averaged 26% revenue growth, compared with 19% for those in the bottom quarter.
'This is a thing'
The sessions run monthly, an hour at a time, rotating through topics like dispatching, memberships, and accounting. Beyond the people who work the software day-to-day, these sessions are open to anyone.
"Let's say we're going to talk about accounting next week and you want to bring your controller to that session," said Sena Sadeghi, ServiceTitan's Senior Manager of Customer Programs. "Bring them. They can ask those questions that they're dealing with day-to-day."
The peer dynamic is part of what makes the sessions resonate. Kylar described moments where he was convinced a certain function simply wasn't possible with ServiceTitan, or that the extra work wasn't worth it — until he heard from a peer who had cleared the same hurdle.
"And you're like, 'Oh, cool. This is a thing,'" he said. "These guys are getting to the greener grass on the other side. "(That will) motivate you to pick your heels up and start getting pulled forward with the momentum."
Kylar now plans to enroll his wife in the free Ignite Sessions — not as a backup, but because he knows he's still leaving features on the table.
"I think having another person to catch some things that I maybe missed is only going to benefit us," he said.
For Sadeghi, the model is built for the long haul.
"I know people in Spark Sessions who have been in the programs for four or five years now, and they're continuing to just go through," he said. "We will keep you basically forever."
For any ServiceTitan customer not taking advantage of the free programs, Kylar doesn't mince words.
"It's like showing up to run a mile and choosing to walk it," he said. "Why show up?"
