Luke Peluso almost didn't go to Pantheon.
He'd been at Quality Service Company for about six months when a ServiceTitan account manager reached out at the last minute and made the case for attending the 2025 conference at the Anaheim Convention Center. Peluso, who came to the trades from a career in IT managed services, had no idea what he was walking into.
"I got in the hotel, time change — it was just a blur at first," he said.
Two days later, bleary-eyed on a red-eye back to the East Coast from LAX, he had one of those encounters that's easier to explain in hindsight than to see coming.
Peluso was sitting in the airport watching a ServiceTitan video on his phone when the person on the screen walked up and sat down next to him. The man was Joel Pachefsky — a ServiceTitan Program Facilitator who leads EmberSessions and SparkSessions for contractors across the country — and he took a few minutes to talk with Peluso before the flight boarded.
"That interaction with Joel was one of the best things that really happened for us," Peluso said. "He could have moved on and not had any interaction. But that kind of goes to speak to the same thing with our success managers — just that extra step everybody takes."
That extra step had a name: TitanAdvisor. Pachefsky pointed Peluso toward it, and it changed how Quality Service Company approaches ServiceTitan entirely.
What TitanAdvisor Actually Is — And Why Most Companies Ignore It
TitanAdvisor is a built-in feature inside ServiceTitan that functions, in the words of one longtime user, like a software usage report card — except this one has direct impact on efficiency, visibility, and profitability. It tracks how effectively a business is using ServiceTitan's key features, scores each area, and tells you specifically what to turn on next and why.
Every feature in ServiceTitan is worth TitanScore points. You earn points by completing setup and usage checkpoints. The result is a numerical picture, updated daily, of how much of the ServiceTitan platform you're actually using — and how much you're leaving on the table.
Before Pantheon 2025, Quality Service Company's score was sitting around 130. By the time Peluso spoke about it in early 2026, the company had climbed to 206.
"Everybody in our company knows my goal for TitanAdvisor this year — it is to get into the top 25 leaderboard," Peluso said. "Riley Plumbing — they're the No. 1 TitanScore in the country. I tell them I'm coming for them."
(For context: Riley Plumbing and Heating in Nevada went from a score of 176 to 285 in a single year — and attributed $1.2 million in added revenue to the improvements in how they used the platform during that stretch.)
For Quality Service Company's operations manager Tori Alexander, who has been with the company since the early days of pen-and-paper dispatching, the score isn't a vanity metric. She can see it in the work.
She used the example of automated dispatch notifications that now go out to customers with their technician's photo and bio before arrival, and technician arrival tracking.
"We call it the Pizza Hut tracker," Peluso said. "The response we've gotten from customers... one of our plumbers went out to a customer's house for the first time, and the guy started talking to him about Florence-Darlington Tech and how they had all this in common. Our plumber was like, 'How do you know this?' He didn't even know we'd turned it on."
The Community Nobody Told Them About
The other thing Pachefsky unlocked for Peluso wasn't a feature — it was a door.
"He got me involved in the community of ServiceTitan," Peluso said. "It's such an amazing peer support group. The EmberSessions, the ServiceTitan Masterminds Group on Facebook, (he) really introduced me to that. And I realized we're not uniquely different in the sense of the products we use. There are a lot of other people facing the same challenges we are."
EmberSessions are free, one-hour group sessions run by ServiceTitan facilitators, including Pachefsky, for small cohorts of non-competing customers. They're designed to walk contractors through the Launch stage of TitanAdvisor — systematically turning on features, building habits, and getting the score moving. For companies that have had ServiceTitan for years but still feel like they're only using a fraction of it, Ember is where the gap starts to close.
"They make it so you don't have to figure these things out on your own," Peluso said. "I don't think there's a week that goes by (that) I don't speak with our success manager or Pro products manager."
What a Higher TitanScore Actually Looks Like in Practice
Quality Service Company went live on ServiceTitan around 2015 with three or four HVAC technicians and two office staff. Today, they run 35 technicians across HVAC, plumbing, and electrical, with eight office staff — and the same ServiceTitan foundation underpinning all of it.
But it wasn't until Peluso joined and started taking TitanAdvisor seriously that the platform's potential started to show up as real operational change.
The dispatch board no longer requires an hour of manual confirmation calls each morning. Google reviews went from seven a month to 10 a week — almost overnight — after Marketing Pro's reputation management was properly configured. Every dollar spent on digital advertising can now be traced to revenue. Roughly 30% of bookings flow through without a human touch, from AI voice agent to scheduling to dispatch confirmation.
"I don't think there's one part of our company it doesn't touch now," Peluso said.
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What They'd Tell Other ServiceTitan Customers
Peluso is clear about the advice he'd give any contractor who wants to improve their TitanScore and get more out of ServiceTitan.
"The companies that are embracing this now are going to be the powerhouses of tomorrow," he said. "The people who are investing in this now are going to have such a leg up on the rest of their competitors."
He's also honest that it took an airport stranger pointing him to a rocket ship icon in the software — one that, by Alexander's account, hadn't been clicked in two years — to make it click.
"It went two years without anybody probably clicking on the rocket ship," Alexander said.
For any ServiceTitan customer wondering whether TitanAdvisor is worth the time: it's already in your account. It's already scored. It's already telling you exactly what to do next.
All you have to do is click.
TitanAdvisor is available to all ServiceTitan customers at no additional cost. EmberSessions — free, facilitator-led group sessions designed to help contractors raise their TitanScore — are open to all ServiceTitan users. Ask your Customer Success Manager to get started or sign up here.
