Not long ago, Young Plumbing Services ran out of a three-ring binder at Jessica Young's kitchen table.
Pricing was inconsistent. Processes were thin. Scheduling was largely her husband Doug promising customers he'd be out the next day — and Jessica realizing, too late, that he might have promised that to a few too many people.
"But it didn't matter," she said, "because we were a one-man shop. We had no overhead. We did what we had to do."
They did it well enough. At the end of 2024, Young Plumbing had four trucks and $1.3 million in revenue. Then came ServiceTitan. A year later, the Anderson, S.C.-based company had eight trucks, $2.1 million in revenue and its sights set on $3 million in 2026.
"We didn't really honestly expect to get to where we are now," Jessica said.
The binder wasn't going to get them there
Doug Young had worked in law enforcement before the itch to return to plumbing took over. He'd held the trade when he was younger, and in 2016 he got his license and opened Young Plumbing. For 3½ years he ran new construction work solo — and ran it well. Customers weren't hard to come by.
"It comes very naturally to him," Jessica said, "so he didn't have any trouble getting customers."
But new construction had a ceiling. In 2020, Doug made the call to move to service work, where the growth potential was bigger — and where running everything alone no longer made sense. Jessica — who had spent 15 years as a stay-at-home mom, eight of them home-schooling their kids — came aboard.
They found software that worked for the size they were. It didn't work for the size they wanted to be.
In late December 2024, they launched on ServiceTitan.
'So much better'
The change showed up fast — and not just in the revenue line.
Out in the field, technicians could hand a tablet to a customer and walk them through options on the spot. Invoices looked sharper. The whole experience carried more weight.
"ServiceTitan is more professional on the customer-facing side," Jessica said. "My technicians can hand customers the tablet and ask, 'What would you like us to do?' They can scroll through options, and it's very easy. The invoices and everything also come across so much better to customers."
Behind the scenes, the company leaned into several Pro products. Marketing Pro automated follow-up emails and text messages for open estimates — informal, conversational nudges designed to keep Young Plumbing in people's minds without being pushy.
"A lot of times they're either going to do it or they're not," Jessica said, "but this does pick up those people we would have lost were we not touching base."
The response rate runs 50% to 60%.
They also automated annual maintenance reminders. Contact Center Pro kept customer communication history organized and accessible. Scheduling Pro opened up online booking, pulling in five to 10 new bookings a week without anyone in the office lifting a finger.
"It's been really nice to offer customers multiple ways to interact with us," Jessica said.
Three things Jessica would tell you
If you're thinking about making the move to ServiceTitan, Jessica has been there. Here's what she'd say.
Put one person in charge of knowing the software. She spent four weeks immersed in ServiceTitan before launch and is working toward becoming a Certified Advisor. "Lived, ate and breathed everything ServiceTitan," she said.
Don't skip culture. "The core of our company is family values because we are a family-owned company,” she said. “Not only do we treat our team like family, we treat our customers like family. If you want to grow, you have to focus on culture because that's how you attract good people."
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What they're building toward
Now that the Youngs see what the business can be, they’ve raised their goals. They hope one day to build their own building and perhaps expand to other states – with ServiceTitan an active part of achieving those goals.
“We didn't really honestly expect to get to where we are now,” she said. “We just thought, ‘Hey, if we can just pay our bills and be happy, this would be good enough.’ And now we've kind of built this little family and we want to make sure that they have a place to grow and thrive.”
It’s a long way from the kitchen table.
“To have a CRM like Titan that can work for us when we are still a small company, but then also is used by $50 million companies … I know that the capability is there,” Jessica said. “We have always told people that if they want to grow, ServiceTitan is the one to go to.”
