Years ago, Oliver Hastings finished his apprenticeship at T&K Airpower in Adelaide, Australia, and made a bold decision.
Eager to build a life for his young family, he “scrounged up” enough money to become part owner of the commercial and residential shop that specializes in A/C and electrical.
Business was good. But a few years ago, Hastings realized T&K had outgrown the software it had been using since 2013, and would never reach its potential without a change.
The biggest issue? Their software didn’t support residential workflows — especially quoting from the field.
"(The old software) really lacked the ability to go to a job, create an estimate from that job, get approval from the site, then convert that into a chargeable invoice that the guys could do on-site,” he said.
Reporting was another headache. T&K couldn’t rely on the data it was receiving, especially from call tracking.
“I'd look through and be like, I don't even know if (this data is) real. Those numbers could be completely (off the mark),” Hastings said.
The limitations pushed him to seek a platform built for service and repair. As he searched for a solution, he kept hearing Tommy Mello, a popular U.S. tradie voice, continuously mention the same software on his podcast.
“He was always talking about ServiceTitan,” Hastings said.
‘Bloody awesome’
Hastings did his research on the software and was ready to make the switch. But at the time, ServiceTitan wasn’t accepting Australian customers — yet.
Hastings continued to research the software, reading articles and watching Blue Collar Nerd videos about key ServiceTitan features. Finally, in May 2025, T&K went live with ServiceTitan.
Ever since, Hastings has been amazed by the workflow improvements.
Creating estimates on-site: Hastings loves that technicians can now quickly present good-better-best pricing options to customers, get the estimate approved, do the work, and get paid with little or no back-and-forth with the office. “That’s a workflow we were missing that is so critical to how we run the business,” he said.
Easy-to-access call recording: Finding and listening to a call — a laborious process involving log-ins and downloads with the old system — is now a snap, because calls are integrated directly into a job. “That's been a game-changer,” Hastings said. “It's so much easier to get the information.”
Accurate reporting: Goodbye to guesswork and the stress of wondering if your data is correct. With ServiceTitan, a call-tracking number pulls in the marketing information and automatically attributes it to that job, the quoted work, the second visit for repairs, etc.
“Seeing how much revenue each one of those call-tracking numbers brings in is bloody awesome,” Hastings said. “I used to pull my hair out trying to get the reporting figures (from the old software).”
The #1 newsletter for the trades.
Pulse check
The early success motivated Hastings to make sure T&K was using ServiceTitan to its full potential. That led him to EmberSessions, where users meet with an advisor to learn about features, and to TitanAdvisor.
TitanAdvisor is an automated best-practice guide designed to boost efficiency, revenue, and profitability. It measures how effectively customers use the software, with points awarded for activating and consistently using features.
“(TitanAdvisor) is like a pulse (for your shop),” Hastings said.
Hastings quickly baked TitanAdvisor time into his morning routine, and his TitanScore skyrocketed by 111 points. It now sits at a lofty 237 — one of the highest scores of any shop in Australia.
“I've come to lean on it quite a bit just to make sure we're using everything properly,” he said.
Hastings has also leaned on the ServiceTitan community in Australia, building relationships with other shops, doing shop tours, and sharing strategies. He considers the community “higher caliber” and far more supportive than other software ecosystems.
He loved attending the recent ServiceTitan Australia Experience: Sales & Support Event in October, and offered a piece of advice for businesses considering the platform.
“If they've got that growth mindset, then it's a no-brainer,” he said. “If you are going to utilize it, then it's so much better than anything else out there.
“I think (ServiceTitan’s) power is in the numbers that come out of it, and the accuracy of it. It makes business decisions a lot easier and faster to do.”
