Recently, things felt off with one of Richard's Home Services’ longtime customer service reps. She'd been with the Bradenton, Fla., shop for years, but something was affecting her work.
Employees had noticed a change in how her calls went. A year ago, spotting those problem calls would have been nearly impossible.
“If your CSRs are taking 50, 100 calls a day, it's very hard to find those five percent of weak calls,” Josh Moree said, the shop’s operations manager.
But Richard's is using Max, ServiceTitan's most complete AI-powered package — from lead generation to scheduling to field performance. Atlas, ServiceTitan's AI, listens to every call and surfaces the ones that need attention, which made it easy for Moree to bring the CSR into his office for a coaching opportunity.
Since adopting Max in spring 2026, Richard's has seen a 23% year-over-year increase in leads, a call booking rate of 72%, and a year-over-year booking rate improvement of nearly 44 percentage points.
But for Moree, Max's real power is what it does for a business that's already stretched thin.
“You just don't have enough employees. You don't have enough leadership. You always have the greatest intentions of, ‘We're going to follow up every three days on estimates; or twice a month, we're going to follow up on this; or we're going to do coaching on that,’” Moree said.
“But it gets away from you, as all business owners and leaders know. There's too much going on, you're reacting, you're not being proactive.”
That, he explained, is where Max comes in.
From Reactive to Revenue-Driven
At Richard's, the trade-off is simple: the more Max handles, the more time people have for what actually moves the needle.
"There's better uses of people’s time, like outbound calling, membership renewals, scheduling maintenance appointments. Those are all revenue-driving activities," Moree said. "Things like batching transactions and scanning — those don't drive revenue."
That math has added up. Even before Max, Richard's was generating $3 million more in annual revenue than it had previously — with fewer office staff. Max has taken those efficiencies further.
Virtual agent: Richard's AI-powered virtual agent Lauren, named after the owner's wife, handles inbound overflow when CSRs are occupied. Rather than waiting on hold, customers talk to Lauren. It's given the CSRs time to shift toward outbound calling, a discipline the shop had gotten away from.
Smarter routing: Atlas’ dispatching capabilities ensure the right technician gets to the right job, factoring in skills and location. Fewer wasted miles, lower fuel costs.
Support: These days, Moree rarely reaches out to ServiceTitan support. Atlas handles most of it. "Nine times out of 10, you ask Atlas and it takes care of the question," he said.
In just under four years, Richard's has gone from $4.5 million in annual revenue to pacing above $10 million this year. The next big chapter is already underway.
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Building for What's Next
This year, Richard's is making moves it couldn't have imagined four years ago. The shop recently purchased a building five times its current size, is adding an HVAC division and rebranding as Richard's Home Services.
To launch HVAC, Richard's hired two technicians — and zero office staff. Moree doesn't plan to add any until the division scales to six or eight techs. Until then, Max handles the load.
"That's what Max allows us to do. We can wait until we're at that level," he said.
Back at the office, the CSR who had been struggling has turned a corner in a big way. Richard’s has a weekly meeting where each department recognizes whoever earned the most positive customer reviews that week.
At the most recent meeting, that CSR won.
“It was (Atlas) that helped us identify (the problem),” Moree said. “And now to see how much happier she is at work, and that she achieved something. It helped her attitude, and made the team come back together.”
