At Pantheon this year, ServiceTitan announced a host of new features, products, and automations designed to help contractors achieve automated ROI, gain a competitive advantage, and surge their business into the future.
ServiceTitan’s process to evolve and improve its product based on customer feedback means investing in new technologies that take a full-funnel approach to deliver better performance for contractors, says Vahe Kuzoyan, President and Co-Founder of ServiceTitan, during a recent webinar.
To explain the full funnel approach, Kuzoyan says it starts at the top by attracting the right types of customers and identifying the most profitable jobs, then working to engage with them through marketing and other tactics. In the middle, you’re successfully winning the customer’s business by getting a technician there on time, presenting all the right options, and delivering on the work. At the bottom, you’re invoicing customers at the right time, collecting payment, paying your bills, and hopefully realizing a profit at the end of the day.
“Really what this is meant to show you is the end-to-end nature of ServiceTitan and how making improvements at one level can really help things downstream,” Kuzoyan says.
In the following recap, Kuzoyan highlights a few of the most impactful ServiceTitan automation tools to transform your business operations and how you generate revenue.
“Overall, the goal at least is to make sure everything we build has a super-high ROI,” Kuzoyan says. “If we're going to take the time to build something, and we're going to ask you to take the time to learn something and implement it, there better be a return on investment. This is the guiding philosophy.”
ServiceTitan Enhancements
ServiceTitan made the following improvements to several core software features.
Field Mobile App
Rebuilding its field mobile app from the ground up, the newest version of the ServiceTitan Mobile App is currently in limited release, with plans for general audience release by the second half of next year. Kuzoyan says certain mobile app features will be released in phases throughout 2025.
“We know, for example, if you’re using financing in today's mobile app, that you're not going to be ready to switch over until the financing piece along with everything else you're using is ready to go,” he explains. “So, we'll be reaching out and letting you know when the app is ready for you, basically with the idea that by the second half of next year everybody will be eligible to switch over.”
Adaptive Capacity
The new Adaptive Capacity feature, coming soon, replaces the adjustable capacity planning tool to give you better visibility and more control over your resource allocation.
In addition to knowing how many techs are available, their skill sets and schedules, and how many jobs are in your queue, Adaptive Capacity allows you to throttle down or throttle up capacity to better prepare for certain events or times of the year.
“For example, if you see there's a heat wave coming in, you may want to throttle down capacity for your tune-ups because you want to make sure you're reserving capacity to handle the incoming no-cools,” Kuzoyan says. “Similarly, if it's the middle of the dead season and you have an empty schedule, then you may want to dial up your capacity in certain contexts.”
Adaptive Capacity also drives how your available capacity shows up for your CSRs when booking jobs, as well as what you show online if using Scheduling Pro or Google bookings.
“It's really a much more powerful way of throttling, being able to control exactly what types of jobs you book when, and how much over- or under-capacity you want to be,” Kuzoyan says. “The Adaptive Capacity module is going to give you that full control.”
It also allows you to split capacity planning by business unit or trade.
“A lot of the ways in which you wanted to see that capacity was constrained before by business unit structure. This allows you to no longer be constrained by that,” he adds.
Weekly Dispatch Board
To solve the pain point of being constrained to a daily view of the dispatch board, ServiceTitan created a Weekly Dispatch Board to give you a more robust view of your team’s upcoming schedule.
“It allows you to see how much utilization you're getting across a weekly view, across all of your technicians. And it simplifies multi-day scheduling and allows you to be organized and responsive for those longer-term jobs where you may need to be shuffling things across weeks,” Kuzoyan explains.
Job Assist
“Job Assist is a really sexy new feature that's going to be the first of many to come that's going to allow a user to interact with ServiceTitan through natural language and conversation,” Kuzoyan says. “One of the first areas we're going to be making this type of interface available is in the mobile app.”
The idea behind Job Assist on the mobile app is to help your field techs work more productively, save time, and complete jobs quicker. Rather than having to search for information about the customer or their job history, techs will go to one place and ask, “When was the last time this particular equipment was serviced?” Then, the answers automatically populate.
“We're trying to make it very accessible, intuitive, and easy to use for technicians so you can reduce training time,” Kuzoyan says. “Our mobile app is pretty easy to use as it is, but we want to make it that much easier and make information accessible as quickly as humanly possible.”
The scope for the first version of Job Assist (coming soon!) will focus on answering questions or finding information that typically require techs to click around and find elsewhere. Future versions of Job Assist will make more answers to the most common questions available to all users across ServiceTitan.
Financing Dashboard
The Financing Dashboard, available today, is designed to give you better insight into how well your team utilizes customer financing.
“We wanted to make it really easy to have a centralized place to just see, ‘How are we doing from a financing perspective? Are we getting the right proportion of our sales funded through financing versus having to pay?’” Kuzoyan says.
Oftentimes, especially with big-ticket HVAC replacements, your customers don’t have tens of thousands of dollars sitting in their bank account and not many of them want to use an already-maxed-out credit card. But some may like a good deal on customer financing.
“If you’re not getting the right proportion of your sales coming in from finance volume, it generally means you're missing out on those sales or you're getting much smaller tickets because the purchasing power of your consumer is limited,” he says.
But if your team offers the right type of financing, it can have a huge impact on your top line and bottom line.
“Even though these financing options have costs to them, generally the return you get on increased conversion rates and increased average tickets far, far exceeds whatever the direct costs are going to be,” Kuzoyan says.
Plan Optimizer
With ServiceTitan’s integrated financing, customers sign up with a financing provider like GoodLeap, GreenSky, and others. Each financing partner provides dozens of options, which contractors must sort through to figure out which plan to make available and when.
With Plan Optimizer, available today, ServiceTitan does the sorting for you.
“We try to simplify that process,” Kuzoyan says. “We're applying the latest in terms of Titan Intelligence and AI to really come in with a recommendation from all these dozens of plans. We'll recommend what types of plans and tiers to pick, and we do this by building a statistical model that basically optimizes for which plans we think are going to perform the best.”
You can set the Plan Optimizer to be conservative, which means paying lower dealer fees but charging higher fees on the end consumer. Or you can set it to be aggressive, which means you’re going to offer a better deal to the consumer but pay higher dealer fees. Or you can choose to fall somewhere in the middle. Depending on your preference, Plan Optimizer then picks the plans to match that style and helps you with the setup.
“So, if this financing stuff gets a little overwhelming sometimes, go ahead and check out the optimizer,” Kuzoyan says. “It's really designed to give you an easier way to just come up with the smaller set of options you can use in the field.”
When companies use ServiceTitan’s integrated financing to offer customer financing on every job, they see a true impact.
“When financing is utilized, and the purchasing power of your customers is increased, they tend to convert more,” Kuzoyan says. “We see 12% higher close rates, and when they do convert, they have 13% higher average tickets.”
>>Learn more about ServiceTitan integrated financing.
ServiceTitan Pro Products
At Pantheon, ServiceTitan also announced several enhancements to its suite of Pro Products. Here’s a snapshot of each one.
Marketing Pro Autopilot
With Marketing Pro Autopilot, the ServiceTitan team developed pre-configured marketing campaigns that pull together all the pieces you need to run an effective campaign. Autopilot determines your target audience, subject line, content, graphics, promotions, and more for various automated campaigns.
With just a couple of clicks, companies can launch professional-looking marketing campaigns using the new Autopilot module, available today to all Marketing Pro users.
And if you only have the basics set up in Marketing Pro, Kuzoyan says, you’re probably missing out on a whole lot of revenue-generating opportunities. With Autopilot, those opportunities are only a couple of clicks away.
“You can literally have thousands of highly relevant, very targeted campaigns that are automatically sent,” he adds.
Marketing Pro SMS
Marketing Pro users can now send SMS marketing campaigns to their customers. The key takeaway here is to make sure your SMS marketing campaigns are legally compliant.
“While there are a lot of players who have offered and continue to offer SMS messaging, to our knowledge, at least the ones within this sphere, not many of them have done the actual requirements to do this in a way that legally protects you,” Kuzoyan explains. “Because if you don't have the opt-in consent of your user, you have a liability that's up to $500 per SMS.
“With our SMS product, we specifically had to build all that legally required opt-in functionality that protects you from these types of things,” he adds. “If you want to target your customers with SMS, you can now do it in a compliant way that will not get you into legal trouble because we have those opt-in requirements built in.”
Users of Marketing Pro see big gains versus those who don’t use Marketing Pro.
“For users of Marketing Pro compared to users that don't use Marketing Pro, we've seen a 21% increase in revenue for those who are using Marketing Pro and a 189% increase in return on ad spend,” Kuzoyan says.
And the 189% increase for return on ad spend is the most important metric to track in terms of marketing productivity.
The #1 newsletter for the trades.
“When you look at what the cost of Marketing Pro is versus what results you're able to generate with it, I mean the ROI on this product is one of the highest areas of spend that ServiceTitan is able to do,” Kuzoyan says.
The New Scheduling Pro
With the new version of Scheduling Pro, ServiceTitan aims to make the set-up process much easier for customers, allow users to capture abandoned job bookings, and help optimize the mobile user experience. All of these enhancements ultimately improve the experience of customers visiting your website and booking online.
“You want to be closing on your website, and that's what Scheduling Pro is designed to do,” Kuzoyan says.
Contact Center Pro
Kuzoyan highlighted a new Pro Product, Contact Center Pro, with a video to tout its benefits. With other after-hours call centers and third-party messaging apps, your team is constantly switching tabs, entering data manually, and still missing leads.
“Introducing Contact Center Pro, a multichannel contact center system that’s built for the trades. Powered by Titan Intelligence, with Contact Center Pro capturing every lead is just the beginning. We've rebuilt our telecom infrastructure from the ground up. We will deliver enterprise-grade quality, so you'll never miss a call. Our integrated ServiceTitan product ensures you're not switching between apps or clicking call bubbles,” the video narrator explained.
Calls and SMS messages are automatically routed to a Universal Inbox, where your customer service reps can monitor and respond to multiple communication channels across every tenant and location from one screen. Titan Intelligence-powered virtual agents also collect leads and book jobs on their own. Manager Assist provides an AI-powered overview of your entire operation in real time, and Second Chance Leads automatically reviews unbooked calls for any missed opportunities.
With all of the powerful features included in Contact Center Pro, you’ll see a higher response rate, more booked calls, increased revenue, lower costs, and a significant change in call center productivity.
“In order to manage a modern high-performance home services business, you need to be able to communicate with your customers in whatever medium they want to use,” Kuzoyan says. “Contact Center Pro allows you to communicate across any channel that your customers want to use, and to be able to do that with a single screen.
“We think we're going to be able to both reduce the cost it takes to run a call center by automating a bunch of things that used to have to be done by humans and actually improve performance in terms of the booking rates.”
Sales Pro
Sales Pro, also introduced at Pantheon and available today, is effectively a “digital ride-along” for your technicians, Kuzoyan says.
“It starts a recording when they arrive at the house and effectively acts as a way to provide feedback to your technicians about how they're executing from a sales process perspective,” he adds. “The results are really profound in terms of the impact that it makes on performance.”
Anecdotal feedback from early Sales Pro users show “stupid, large numbers in terms of the increases,” Kuzoyan says. For instance, Lee’s Air Sales Supervisor Phil Filaski reported a 59% increase in close rates after implementing Sales Pro.
>>Learn more about Sales Pro.
Dispatch Pro
ServiceTitan launched Dispatch Pro last year to help dispatchers manage a higher number of technicians without adding additional resources. Dispatch Pro, which Kuzoyan also highlighted in a video, is an advanced TI-powered dispatching solution leveraging job value prediction and all of ServiceTitan's data to recompute the ideal dispatching optimization every few minutes.
Managing more techs adds more tasks to the dispatcher’s plate, so ServiceTitan created Dispatch Console to consolidate everything they need to see into a single screen. The new module, available today, instantly creates and prioritizes tasks whenever a technician is late, a new online lead arrives, or a high-priority tag is applied. This helps your dispatchers focus on what matters most and manage their workload more effectively.
ServiceTitan will soon launch another new tool, Dispatch Assist.
“For those who don't want to fully automate dispatching decisions, it will allow your dispatchers to review and approve Dispatch Pro's recommendations at the job level and take action in a single click, giving your dispatchers full control over the job assignments while enhancing their productivity,” the video narrator explained.
Users of Dispatch Pro see tangible results, Kuzoyan says. Where non-users of Dispatch Pro may see a 17% increase in the number of managed techs per dispatcher, the users of Dispatch Pro see a 48% increase in the number of managed techs per dispatcher.
“It's not necessarily about cutting headcount, especially for dispatchers since these are generally the most knowledgeable people in the back office. It's really about giving them time to be more productive, talking to customers, talking to technicians,” Kuzoyan says.
>>Interested to learn more about ServiceTitan Pro Products? Take advantage of our Black Friday deal to earn a $100 gift card for checking out Marketing Pro, Contact Center Pro, Scheduling Pro, Dispatch Pro, or Sales Pro.
