For years, Vision Garage Doors made its biggest calls — pricing, staffing, bonuses — without much data to go on.
The commercial and residential garage door shop in British Columbia didn’t track KPIs like call booking rates, close rates or average ticket size.
“We didn’t even know what a KPI was,” said Amber van Berkel, Vision’s operations and office manager, who’s been with the company for over 10 years.
That blind spot kept the company reactive. Invoices went through van Berkel, then to the owner, then the customer — a process that could take a week, with payment often slower.
“We were chasing people for payments all the time,” van Berkel said.
Their prior software couldn’t track numbers in real time. When van Berkel sometimes did the math by hand, Vision’s average ticket came out to roughly $80 a call.
Then Vision switched to ServiceTitan. With it came visibility into every call, every job and every dollar.
“(Before ServiceTitan), we were charging $80 for a service call,” she said. “Now, our average ticket is like $800.”
From Guesswork to Growth
Van Berkel now keeps a close eye on a handful of KPIs like call booking rate, close rate and average ticket size. The result?
“It makes it so you can instantly start making decisions,” she said.
Tracking those numbers is part of why Vision’s average ticket jumped from $80 to $800. Once van Berkel could see what techs were actually selling, she could coach them to better identify customer needs and recommend the right solutions — instead of guessing.
And that information isn’t locked away with one person anymore.
“Anyone can look up the information and not look silly on the phone with the customer,” van Berkel said. “They’ve got it all there. That’s kind of the biggest thing.”
A few other ways ServiceTitan has changed how Vision operates:
Projects: Vision works with contractors building entire subdivisions, sometimes 30 houses at a time, with jobs spanning one to two years. Before ServiceTitan, that created a costly blind spot. “We’ve missed billing whole jobs because we didn’t know we were missing them,” van Berkel said. With ServiceTitan’s projects feature? “That doesn’t happen anymore.”
Atlas: van Berkel uses Atlas, ServiceTitan’s AI tool, to draft follow-up emails for overdue invoices, pulling in each customer’s days past due automatically. “(I) click the button, email, generate, send, generate, send,” van Berkel said. “Really quick, easy to do.”
TitanAdvisor: Vision’s TitanAdvisor score sits around 277. The scoring tool pushed van Berkel to learn the platform inside and out. “(TitanAdvisor) really taught me how to use ServiceTitan.”
The numbers tell the same story. Time to send an invoice dropped from seven days to instant. Time to collect payment fell from 36 days to five.
“Instead of reacting and just trying to put out fires, we can actually now plan ahead because we have all of this data reporting that we can look at,” van Berkel said.
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The Payoff
Van Berkel said the growth shows up in tangible ways. Vision now has its own office with reliable internet, a showroom with a TV, and a conference room. The team even takes beach days together.
It also means Vision can pay its technicians fairly.
“Knowing our expenses and knowing our hourly rate and all of that, having all that information means that we can pay our guys a living wage, which is huge for us,” van Berkel said.
Looking ahead, van Berkel’s focus is on efficiency — cleaning up processes and automating more of the office workload. ServiceTitan’s investment in AI gives her confidence in that direction.
“It makes me feel like we can keep up with society, which is nice,” she said.
Sometimes, van Berkel catches herself thinking about how far Vision has come.
“It feels like we went from no technology to now everything’s technology ... the possibilities are way more endless.”
