"We're just getting started" — Vahe Kuzoyan Previews Commercial Roadmap in Pantheon Keynote
The first Pantheon wasn’t even called Pantheon, Vahe Kuzoyan said during his keynote speech. It was called Dispatch.
“It was hosted in my backyard,” said Kuzoyan, the co-founder of ServiceTitan. “That name lasted all of one year … until we got a cease and desist letter from dispatch.com.”
In those early days, when Kuzoyan and Ara Mahdessian stopped by major tech conferences, they told people that ServiceTitan was a dispatch software for plumbers.
“I would always get this look, this face. This face that just said, ‘That is the dumbest idea I’ve ever heard.’ But we didn’t care. We got all the affirmation we needed from our customers, who really loved us,” Kuzoyan said.
“Because even though the footprint was small compared to what it is today, it was still way more than anything else that was available at that time.”
Kuzoyan spent his keynote session at Pantheon on Wednesday previewing the new and exciting features that will impact the commercial, construction and residential landscape for shops of all sizes in the coming year.
“Whether you’re doing $1 million or $1 billion, my promise to you is that you will never outgrow ServiceTitan, and ServiceTitan will never outgrow you,” Kuzoyan said.
For shops looking to scale, Kuzoyan highlighted a handful of new features to look out for in the coming year:
Single sign on (SSO)
Use management audit trails
Purchasing approval workflow
Inter-tenant inventory transfers
Contact Center Pro
Sales Pro
Kuzoyan then previewed the latest commercial features—but first he paused to note just how far ServiceTitan has come in the commercial space.
“A few years ago, we formally launched commercial. I was very excited. I was riding high on our residential glory, only to be met with that old familiar face: ‘That is the dumbest idea I’ve ever heard,’” Kuzoyan said.
“I was not expecting that. It was very humbling. Turns out, we would have to earn the right to call ourselves the leaders in the commercial space, and not just rest on our residential laurels. So we went to work. And over the course of the last few years, we earned our way to becoming the leader in commercial. We are by far the largest player in the commercial space today.”
Kuzoyan highlighted upcoming commercial features like:
Convex
Gross margin optimized segmentation
Hyper targeted prospects list
ServiceTitan CRM
Integrated purchasing
Weekly dispatch board (which received a round of applause from the audience)
There were also new tech-specialized features like barcode scanning, rebuilding the mobile app (which received the loudest applause), job assist, customer portal, equipment replacement opportunity report and more.
And for construction, Kuzoyan noted new features like takeoff and estimating integrations, universal estimate, project general ledger, crew management, project profit predictor, and many more.
“Hopefully you can feel how serious we are about commercial and construction,” Kuzoyan said. “Ultimately, our mission is to build the operating system that powers all of the trades, and do it in a thoughtful way that ultimately benefits everybody.”
Before 4,000 attendees — an impossible number to imagine back when he hosted the first-ever Pantheon (ahem, Dispatch) in his backyard — Kuzoyan reflected on a recent moment he had over dinner with his parents.
He was telling them about all of the engineers and new products ServiceTitan was building, when his father looked at him and asked:
“Aren’t you done yet?”
“And Dad, I am here to answer that question for you today,” Kuzoyan said to the crowd. “On behalf of all our Titans, all of the contractors we service and all the contractors we will service, we’re just getting started.”
-Brendan Meyer
Prometheus Awards: Gulfshore Air Conditioning, Sila Services honored for charitable work
ServiceTitan on Wednesday announced the inaugural Prometheus Award winners at Pantheon, recognizing two companies who drive progress and inspire positive change in their communities.
Gulfshore Air Conditioning in Niceville, Fla., won the Prometheus Flamekeepers award, which recognizes smaller-scale organizations for giving back.
Gulfshore’s Cozy for Christmas campaign provides free HVAC installations to those in need, including installing a system for a single mother and her family in 2022 and donating units to a women’s housing project and an animal shelter in 2023.
To involve the Gulfshore team, the company shares nomination stories, inspiring technicians to volunteer their time.
Sila Services, a multi-trade organization encompassing multiple brands and based in King of Prussia, Pa., won the Prometheus Torchbearers award, recognizing the contributions of larger-scale companies, went to Sila Services, a fast-growing company that includes a growing number of brands in the Northeast.
Sila Services, with more than 30 locations across the U.S., makes an impact in its communities through the Feel the Love campaign, which provides free HVAC systems to families in need, and through long-term partnerships with organizations such as Alex’s Lemonade Stand Foundation.
“For every $50 that we’re able to give to Alex’s Lemonade Stand Foundation, that funds one hour of research for pediatric cancer,” said Carney Daley, Regional Vice President for the Mid-Atlantic for Sila Services. “That’s incredible. We don’t look at it from the standpoint of just looking to raise money, we’re looking raise hours of research.”
Sila fosters a culture of giving back in everyday operations, enhancing both community well-being and employee fulfillment.
“Winning the Prometheus Torchbearers Award at Sila is super impactful for all of us,” Daley said. “Each one of us has this deep dedication to our community, whether it’s the trades community or the communities we serve. It’s one of our core values. Winning this award shows that we’re able to give back.”
The finalists, all of whom were chosen for their community work, included:
Flamekeepers: Anchor Heating & Air (Charleston, SC); Beck Cohen (Charlottesville, Va.) and Gulfshore.
Torchbearers: Air Comfort Solutions (Tulsa, Okla.); Express Plumbing Heating & Air (Nampa, Idaho); John Henry’s Plumbing, Heating, Air and Electrical (Lincoln, Neb.); ProLift Garage Doors (Amarillo, Texas), Vines Restoration, Plumbing and HVAC (Conway, SC) and Sila Services.
-Mike Persinger
People, Process, Product: The Three Ps Leading To Maximum Profit & Prosperity
Marcus Lemonis didn’t spend a single minute on-stage at his keynote session at Pantheon on Wednesday. Instead, he roamed the crowd.
The entrepreneur, advocate and philanthropist who is best known for his role as the star of the TV show “The Profit” started his closing speech by shedding light on an important topic.
“I firmly believe that the trade organizations of the world have lost their spotlight on them,” Lemonis said as he weaved between the rows and made eye contact with the crowd.
“It’s hard to find new workers," he said. "Hard to train them. Hard to get customers to appreciate the value that we bring. Hard to get people to understand that the prices that we’re offering are not exorbitant. Hard to find new business. Hard to close business. Hard to keep business. It’s become very difficult.
“One of the things that matters to me more than anything is to continue to support small businesses that focus on providing services to homeowners that they don’t think about until they absolutely need them.”
Lemonis explained that the trades need to find a way to build their businesses in a way so that they’re not only called when they’re in need. He said that owners have to think about:
Proactive ways to drive revenue
Drive the average ticket
Drive conversion
Drive margins
Keep costs down
Take care of their people
Streamline the parts that are needed to actually do the repairs
And most importantly, make more money
Lemonis spent his hour taking real-life examples from the crowd, and finding solutions for them. One topic he tackled was asking attendees to calculate their effective labor rate, and why that number is crucial to the business.
He even gave them a homework assignment.
“Understand every part of the numbers of where you’re actually at,” Lemonis said, and heads nodded. “Your job and your obligation is to make your technicians more money. The only way they make more money is you give them more jobs.
“We need to get better at this, because this country needs your services. Homeowners have to have your services. We can’t function without it.”
-Brendan Meyer
Peak Solutions: Exploring ServiceTitan’s Roofing & Exteriors Roadmap
In Ara Mahdessian’s keynote speech at Pantheon on Tuesday, he included a shout out to the latest industry ServiceTitan is serving.
“Roofing, we’ve got your back,” Mahdessian said.
And that point was stressed even further in a breakout session that explored ServiceTitan’s roofing and exteriors roadmap.
“Everything in this session is specific to the needs of the roofing and exterior workflows,” said Abigail Rethore, a principal product manager at ServiceTitan. “The features that could help you today ... and the features that are coming soon (and that we’re) focused on for next year.”
Features available today:
Spec-based estimate templates: For residential retail roofers, this feature simplifies estimates for roof replacements through automated calculations. Salespeople enter specifications, such as measurements, into a custom form. The system then automatically generates a list of required materials and prices, enabling quick and accurate quote generation.
Hover: Gives ServiceTitan contractors an additional way to measure, to scope projects, and to sell in ServiceTitan. Roofing sales people and office staff can leverage the measurement and estimating capabilities of Hover and the end-to-end power of ServiceTitan to present and sell jobs.
Contract builder: Roofing contractors can clearly outline the scope of work, materials to be used, timelines, costs, and other essential details, ensuring that both the customer knows exactly what to expect and that the business can prevent misunderstandings by setting clear expectations.
The session also highlighted new features on the product roadmap:
Supplier purchasing integration: Users will be able to check real-time item pricing and availability at supplier branches, and submit orders electronically directly to the supplier’s ERP.
Internal and external communication: Easily control and manage roofing projects by keeping internal teams on the same page. Send messages to other office users and between office and field users. Consolidate internal back-and-forth on jobs and projects in one place.
“When I think of hard working people with physically demanding jobs, long hours, that traditionally have been underserved by technology, it’s roofing,” said Sue Drummond, a technical writer at ServiceTitan.
“I’m so happy that we’re taking what we’ve already been doing for other trades, and delivering it to this community and industry.”
-Brendan Meyer
Test text: One platform connects the equipment you build to the recurring revenue it generates. Nothing gets lost in the handoff, because your systems finally talk to each other.
Manage crews and maintain budgets with resource planning, automated daily logs, time tracking, and payment applications to drive on-time project completion.
The end-to-end platform for commercial contractors We’re uniting commercial service operations across service and construction in a single, powerful platform—
built to streamline workflows, maximize profitability, and fuel long-term success.
From Fundamentals to Future: A Deep Dive with Fleet Pro
“We aimed to create something unique for contractors to manage fleet while reducing risks and improving performance,” said Tyler Forcum, Principal Product Manager at ServiceTitan, as he launched into the capabilities and future enhancements of ServiceTitan Fleet Pro.
Among the key functionalities showcased were:
Telematics: A fleet-centric map allowing real-time visibility of all vehicles, with GPS tracking to identify unauthorized use and geofencing to monitor off-hours activity.
Asset Tracking: Real-time insights into the location of physical assets while on the move.
AI Camera: A tool designed to protect fleets by detecting unsafe driving behaviors with precision.
Samuel Petrie, General Manager of Red Barn Service LLC, shared their success story, showcasing a 2.8x revenue growth over three years with ServiceTitan.
“Setting up geofencing at the start allowed us to track technician time in real-time, and audible alerts have been crucial for monitoring activities,” Petrie said.
Petrie showcased a video from May 2024 that documented how they tracked a car accident with Fleet Pro, providing clear evidence that proved the other party was at fault. “It’s important to protect your assets and your company,” Petrie emphasized.
Hov Arabyan, Principal Product Manager at ServiceTitan, addressed the GPS Timekeeping Integration, noting that 70% of companies manually compare timesheets with GPS data, wasting up to four hours each week.
With GPS-Enabled Timesheets in ServiceTitan, users benefit from discrepancy detection and smart recommendations, presented in a convenient map view.
Forcum wrapped up the session by previewing exciting future developments for Fleet Pro, including Maintenance Service Entries, Dispatch Data Integration, and a timeline of upcoming feature updates.
-Cecilia Li
Unlock Next-Level Efficiency and Profitability with Dispatch Pro
“Dispatchers are the face of your company, but they’re burning out.”
Anya Singer, Group Product Manager at ServiceTitan, kicked off the session by presenting eye-opening statistics:
On average, there’s one dispatcher for every 10 to 15 technicians.
Hiring a dispatcher takes 4 to 6 months, followed by another 4 to 6 months of training.
Half of the dispatchers reported stress levels of 7 or higher on a 10-point scale. Over two-thirds believe their shop is understaffed.
Given these challenges, A1 Garage Door Service is pioneering a data-driven approach to dispatching. With ServiceTitan Dispatch Pro, dispatchers can automatically assign the best technician based on job details — enhancing their daily workflow without replacing the human element.
“There’s often resistance to change, but at A1 Garage Door Service, our core value is to drive continuous improvement,” said Luke Martin, Chief Operating Officer. While change can feel daunting, it opens the door to valuable growth opportunities.
The company underwent a significant mindset shift. Instead of forcing ServiceTitan to fit their needs, they reworked their job types and workflows to align with the platform, placing greater trust in the data.
After a year, Martin reported three key areas of improvement:
The company added 200 technicians without hiring any additional dispatchers. “We don’t need to train a new dispatcher for every 10 techs we add, and I LOVE that,” Martin exclaimed.
A 2.5% increase in lead conversion rates has directly translated into revenue growth.
A 5% increase in weekly capacity utilization means that “being more efficient saves your company money.”
Martin’s crucial takeaway? Don’t rush changes. “There are many settings to understand, so if you make a tweak, measure it for at least six weeks. Otherwise, you won’t know what’s truly changed,” he advised.
-Cecilia Li
Integrations Marketplace brings entire ecosystem to customers
ServiceTitan Chief Technology Officer Anmol Bhasin announced at Pantheon on Wednesday the launch in Winter 2024 of the Integrations Marketplace, a hub of dozens of partners and integrations with ServiceTitan that can be launched by contractors, often in minutes.
The Integrations Marketplace is the first of a number of integrations and partnerships improvements on the roadmap, including Webhooks, or subscribable APIs that enable notifications through ServiceTitan, in Spring 2025, improvements to developer support in Summer 2025, API analytics in Fall 2025, and exposure to more APIs throughout the next year.
The integrations available through the Integrations Marketplace are intended give ServiceTitan customers access to best-in-class APIs and partnerships in the trades, even when those integrations involve products that compete with ServiceTitan functionality, such as Mail Shark.
“We have an amazing R&D team (at ServiceTitan), but at any given point in time, we can only built so much,” Bhasin said. “But you don’t have to be bound by that capacity. All our work on APIs, partner engagement and the Marketplace is done so that you, our customers, have access to an entire ecosystem of technology and services.”
The Integrations Marketplace is the next step in simplifying and enabling that access.
-Mike Persinger
The Art of Deal-Making
Tom Howard’s career journey started with him sweeping floors and cleaning tools in an air conditioning shop and today the largest company he owns will make about $100 million in revenue.
Ken Goodrich started by holding a flashlight for his father and at 16 he was running service calls by himself. He’s gone on to buy and sell dozens of businesses and make millions.
These two self-made giants shared strategies and techniques to negotiate and close deals and increase the chance of success in every transaction.
Each of these men have utilized what Goodrich calls “bolt-on acquisitions” to grow.
“It’s anywhere from phone numbers and data bases and operating companies from guys retiring, guys, passed away, guys getting a divorce, guys just sick of it, guys that have got financial trouble,” Goodrich said, “and I found any which way that I could to get these deals, and it became part of our company DNA.”
It's been a core part of his marketing plan since the 1980’s. “I look at bolt-on acquisitions as a marketing tool. It’s lead generation. It’s a customer acquisition tool and that’s how I think you should look at it,” said Goodrich, Founder & Chairman of Goettl Air Conditioning & Plumbing. “It’s a means to grow your customer base rapidly, grow your revenue and profitability rapidly and stay out of the bar fight of pay-per-click.”
Howard, VP of Customer Experience at ServiceTitan, said he’s learned a lot of what he knows about finding deals from Goodrich and one of those lessons is, “It’s about farming not hunting. You’re constantly building up this relationship with people, you’re constantly getting to know them,” Howard said.
“90% of the time you’re helping them whatever else nothing ever comes of it, but the truth is some of the time it’s going to turn into a deal or a friendship or whatever else. What I really want to impress upon people, it’s about farming not hunting, not just constantly looking for that next deal,” he said. “In some cases, you’re just helping people, and it may never come to an acquisition but who cares. Worst comes to worst you were just a nice person and helped someone out.”
Goodrich said that should extend to the community as well. “I always say it’s about being in the game, fully committed to the game. I make sure I’m in the best-practice groups. I make sure I come to these conventions. I make sure that I make lots of contacts,” Goodrich said. “In the local cities where I was doing business, I made sure I was in the local associations and getting to know people and offering my hand here and there and once you get a reputation of making some good deals with them the people who retire come to you first. The people who want out come to you first.”
Some challenges in acquisitions they warned about:
Fast and loose can burn you.
Don’t fail to follow your own playbook.
Be clear with seller about the relationship (if any) going forward.
Don’t miss the base hits because you are swinging for home runs.
Check out this video to hear more from Tom Howard and Ken Goodrich about their professional journey.
-Deborah Goldman
Profitable Patterns: Incentives and More
What Makes Great Team Incentives? C.A.T.S.
Not real cats. Dallin and Spencer Tippetts, VPs at Rainforest Plumbing & Air, say C.A.T.S. is an acronym. They use it to incentivize their employees.
Why put resources into team incentives? "It builds a culture that makes profit for the business," Spencer said as he defined the guidelines they follow. They ensure each incentive program is:
Clear: Objective. Did it happen or not?
Attainable: Repeatable with low friction to achieve.
Trackable: Using ServiceTitan's reporting features.
Scalable: Receive rewards without limits or caps.
What’s an example? Spencer shared how they incentivize earning 5-star customer reviews. Tracked with ServiceTitan’s Marketing Pro, every review request links to that specific job in ServiceTitan.
“It’s critical to have Reputation Management turned on within Marketing Pro to make our 5-star customer reviews incentives run smoothly,” said Dallin. This way, the company easily tracks the team members’ performance.
Rainforest tripled the number of reviews for their commercial shop. And costing them on average $18 per review in rewards to team members. They did not stop at field technicians. They also reward their office staff to ask for reviews during customer calls and emails.
Continued employee training is another way they offer rewards to team members.
Dallin reviewed two keys that cemented the success of their incentive program.
First, they found through trial and error that a rewards system employees redeem for gift cards or items is important. It should be separate from commissions or cash bonuses. Using a third-party platform "gamified" the incentives. It also sets them apart from taxed payments that can "disappear" in their paychecks.
It is also crucial to automate any incentive program.
And the results show. They regularly receive positive feedback from customers. And are on pace to hit $30M in revenue this year, growing 150% since joining ServiceTitan.
-Andrew Nicoletta
Championing Women in the Trades
“The future is female — and here we are!”
That’s how Khadija Head, CEO of Heads Plumbing, started her introduction, and the packed auditorium certainly responded to that energy as Pantheon 2024 began in style — with a roundtable discussion about Championing Women in the Trades.
ServiceTitan’s Chief Legal Officer Olive Huang hosted the discussion, featuring:
Emily Chin, EVP of Business Growth Strategy at Wells Fargo
Khadija J. Head, CEO of Heads Plumbing
Kristin Gallup, VP of Women in HVACR and Director of Product Management at Carrier Enterprise
Vanessa Gonzales, co-founder of Albuquerque Plumbing, Heating and Cooling
The session focused on the various journeys for each of the women on stage, the importance of mentorship and so much more.
“I wouldn’t be where I am today without mentorship,” Gallup said. “It’s about paying it forward and leading by example. I have 5 mentees right now, and all I ask of them is that they pay it forward. Because everyone needs a mentor.”
“Mentoring is what you make of it. It’s a two-way activity,” Head said. “I have a personal board of directors — they know Khadija the person. But I think it’s also important to provide value to my mentor as well. I want to make sure their cup isn’t empty.”
Chin seconded that notion. “It’s hard to ask people for help, or mentorship,” Chin said, “You have to create a connection that works two ways. You have to build a safe space, where you can ask the tough questions. But it starts with … what can I do to help you?
“Mentoring relationships sometimes rely on just taking the first step — what do I want to have a conversation with this person about? And how do I bring value to them?”
“All my mentors, all of whom happen to be male — they made me feel comfortable being myself,” Chin said. “You need to be a safe person and create a safe space — to talk about things like the challenges and pressures of balancing family and work life. To the male allies, it’s OK to open that door.”
Gallup gave the background of Women in HVACR. “We’re a 22-year old non-profit organization. We started out talking about bringing more women into the trades — and here we are, 22 years later, and we’re still talking about it.
"It comes down to three core pillars — networking, education and mentorship,” Gallup said, ”We’ve seen a 37% growth in women receiving promotions or who have grown into other roles, based on their participation in our program.
“Look at all the women organizations we have in this room,” Gallup said. “We’re stronger together.”
“This is my first Pantheon, so I created this narrative in my mind,” Head said. “I challenge everyone in this room to be confident and cocky. There’s a reason this session is kicking off Pantheon … we are the spark that’s going to ignite another amazing year.”
“Be mentors for each other. I’ve gone out of my way to be a mentor for women,” Chin said. “Provide the courage for someone who is struggling to find their own. Create a safe space to lift them up — and push them to where they can be!”
“Show up for each other,” Head said, “We are all the CEOs of our personal lives. When you see someone doing a good job — tell them!”
“Be vulnerable too,” Gallup added. “Sometimes we are afraid to ask for help. But that’s how we grow, and how we get better.”
Gonzales delivered a full-circle moment to wrap up the session. “Tom Howard was up on stage in 2017 at Dispatch (the predecessor to Pantheon). I said to myself, ‘I want to be on that stage, and make an impact on others.’
“It can happen. But be careful about what you tell yourself. Be careful about what you put out there. If you see someone who looks phenomenal — tell them. There’s not enough positivity and positive feelings out there in the world — let’s do that for one another.”
-Scott Goldman
