Constant growth. Constant improvement. Constant change.
Those three things were all present for contractors who adopted and leveraged ServiceTitan, the all-in-one software for the trades, in 2024*.
All of those numbers were up from 2023 reported figures, signaling improvement. And as ServiceTitan looks back on the achievements of 2024, they are all rooted in a goal built into the DNA of the software: To drive extraordinary success for every contractor.
In 2024, ServiceTitan released new features across its commercial and residential verticals, as well as its Pro Product and Fintech suites. And the company unveiled exciting new products and partnerships.
The changes share a common thread: They simplify complicated processes for contractors through automation.
“The only thing more exciting than how far we’ve come,” said Ara Mahdessian, ServiceTitan’s co-founder, “is how much further we have yet to go.”
In that sense, 2024 is just the start. But for now, here’s a look back at what was accomplished in the past year.
Residential
Jessica Woodruff Smith did not hesitate when offered the chance to join early access testing for ServiceTitan’s Touchless Accounting Integration.
“This,” Woodruff Smith said, “is a game changer.”
With near-real time syncing and reliable record-keeping capabilities, these accounting features blend automation with robust controls that streamline financial operations and empower real-time, informed decision-making. Also, the transactions entered in ServiceTitan are automatically generated to QuickBooks Online or Intacct.
“It really comes down to ease of use and reducing friction,” said Woodruff Smith, a ServiceTitan user since 2018, most recently at AirWorks Solutions.
Touchless Integration was one of many key software improvements, including:
Accounting Periods: Featuring automated closures, downloadable detailed reports, and customizable employee permissions, Accounting Periods allows you to elevate your financial control while effortlessly maintaining accountability.
Audit Trail: Audit Trail saves you time by making it easy to view detailed logs and quickly find errors. With more visibility and insight into your accounting practices, you can reduce risk and maintain accuracy for a stress-free audit.
Improved Search: Accelerate the process of finding information across ServiceTitan with a new universal search bar, saving you time to focus on the tasks that matter.
Weekly Dispatch Board: A seven-day overview of job appointments and technician schedules along with an enhanced Jobs Tray, improving decision-making and dispatch efficiency with high-priority, multi-day, and longer duration jobs.
Adaptive Capacity: Dynamic, turnkey, and intuitive capacity solutions which optimize booking, dispatching, marketing, and more.
Best of all, product teams found and completed over 330 experience improvements to make ServiceTitan easy to use.
Many of these features came from requests from ServiceTitan customers, with 37 of them coming from YAWL, our “You Asked We Listened” program.
Among notable partnerships established in 2024, with the intention of providing access to best-in-class integrations and relationships, ServiceTitan:
Partnered with Scorpion to drive top-line lead growth and Marketing Pro success with managed campaign services;
Integrated with Inova Payroll, saving office employees valuable time;
Launched a leads integration with Thumbtack, increasing speed-to-lead and lead conversion.
The work on accounting, in particular, made an impression on Woodruff Smith.
For her, where it used to take hours or days at the end of the month to reconcile errors, now it happens seamlessly, she said. Once the adjustment is made to use ServiceTitan for account details (as opposed to QuickBooks), the application becomes intuitive.
“This shows me that ServiceTitan really wants to give people what they want,” Woodruff Smith said.
Commercial
ServiceTitan co-Founder Vahe Kuzoyan began his keynote speech at Pantheon ‘24 emphasizing the large strides that ServiceTitan has made in the commercial space.
“Over the course of the last few years, we (have) earned our way to becoming the leader in commercial,” Kuzoyan said.
2024 certainly emphasized that point.
ServiceTitan continued to power profitable growth for commercial contractors with an end-to-end connected platform for service and construction.
The best part? It’s easy to access and track these metrics with ServiceTitan’s robust reporting features.
“In an instant, I can pull a WIP report and I can see every project live today and see where we’re at, what our billing looks like, how much we billed on equipment, how much we used on labor,“ John Hurst, Interstate AC President, said.
ServiceTitan also rolled out a slew of new features in 2024, such as…
Service Agreement Enhancements: Accurately cost your agreements with service tasking. Book visits at scale with bulk booking, and streamline purchasing by procuring materials for upcoming visits.
Field Mobile App: The new Field Mobile App gives your teams everything they need to perform high-quality work and complete more jobs from any device. From equipment scanning and tasking to automatic data syncing, boost productivity on every visit.
Project Portfolio: Comprehensive view to track progress of all projects, identify risks earlier, and complete projects on budget.
New Work in Progress (WIP) report: New report delivers more accurate financial data across all active projects, giving you the visibility to identify potential risks early and ensure project success.
Multi-Party & Consolidated Billing: Bill multiple customers for one invoice and consolidate multiple invoices in one.
Accounting Integrations: New accounting integrations and partnership with Agave to accelerate new integrations available. Sage 100, Sage 300, Viewpoint Spectrum, Viewpoint Vista, Xero, Foundation, Acumatica.
“With Service Agreements, my team can see what visits are booked and which are not. I don’t have to run any reports because everything is already in one place. The biggest benefit is our service managers are more informed about their clients. When they talk to them on the phone, they can easily see what maintenance is coming up, what equipment is covered, and what the model and serial numbers are,” said Joan Kriete, H.R. Stewart.
In 2024, ServiceTitan acquired Convex, the leading commercial sales and property intelligence platform.
Convex: A leading sales and property intelligence platform that enables commercial service businesses to grow profitably, from initial outreach to new prospects, through work order execution, invoicing, job costing, and everything in between.
And partnered with commercial-centric products such as:
ServiceChannel: Complete ServiceChannel work orders faster with the ability to schedule, manage, and invoice them in ServiceTitan while all the details automatically sync back.
Ferguson: Seamless digital experience for contractors to access and procure supplies from Ferguson’s extensive catalog directly from within ServiceTitan.
All of these features, partnerships and products have made a huge impact on commercial customers.
"The ServiceChannel integration saved us 5 hours a week in just the first 90 days - no doubt contributing to a boost in performance scores, and 100 new inquiries for a $250,000 increase in revenue," Shane Jaeger, President of Operations at Lawton Commercial Services, said.
Pro
Blanton & Sons went live with ServiceTitan seven years ago. But just in the past year, they’ve reported that their profit has quadrupled from 5% in 2023 to 20%. **
How? With one of ServiceTitan’s newest pro products in 2024, Sales Pro.
Sales Pro is an AI-powered sales coaching tool that transforms technician performance with automatic call recording in the field, a fun and engaging peer-to-peer learning environment, and examples of best practices and exclusive content from industry leaders.
With Sales Pro, Blanton & Sons reported a 9.1% increase on close rates and an 8.2% increase on ticket sizes. Even more impressive, they accomplished this feat with a similar number of employees compared to 2023. **
“It's really based on using the software properly and the coaching techniques that Sales Pro provides,” said Brandon Blanton, VP of Blanton & Sons.
In 2024, ServiceTitan also launched Contact Center Pro.
Contact Center Pro is an AI-powered contact center platform purpose-built for the trades. With omni-channel and multi-location capabilities, Contact Center Pro centralizes all of your customer communications and supercharges agent productivity.
In 2024, ServiceTitan also launched new, game-changing features that helped shops boost revenue. Just ask Zack Kays.
The self-described “instant gratification person” was extra pleased with the immediate ROI after his residential and commercial plumbing, electrical, HVAC and roofing shop—Intelligent Design—went live with the New Scheduling Pro.
In less than two months, they booked 79 touchless jobs.
“That’s $182,000 in sales,” said Kays, the software administrator at Intelligent Design. “That's like having your own employee for a month.”**
Scheduling Pro 2.0 is an online scheduling tool designed to help contractors book more jobs on their website and on Google. It offers customers a mobile-first booking experience, allowing real-time appointment scheduling to contractors' dispatch boards. Contractors can customize workflows, questions, and access analytics directly within ServiceTitan.
That feature was one of many innovations launched in 2024 among ServiceTitan’s suite of pro products. Other innovations included…
Marketing Pro SMS: A fully integrated SMS marketing tool within ServiceTitan Marketing Pro, enabling contractors to send targeted SMS campaigns based on ServiceTitan data, with full compliance with SMS marketing regulations and end-to-end attribution tracking.
Marketing Pro Autopilot: Make marketing effortless by enabling contractors to launch proven, pre-built campaigns in just a few clicks, with performance reports and insights to enhance efficiency and ROI.
Dispatch Pro Console: A task management tool for dispatchers with prioritization powered by custom rules to enhance efficiency.
Second Chance Leads: Now available standalone—as opposed to as a feature of Phones Pro. Second Chance Leads, powered by Titan Intelligence, automatically reviews unbooked calls within minutes of the call completing, and flags to you the calls it believes can be saved with a quick call back to your customer. ServiceTitan customers saw a 3% increase in booked revenue by using Second Chance Leads.
“(Second Chance Leads has) allowed us to react a lot quicker, and get that customer back on the phone with an agent who specializes in being able to reactivate those opportunities,” said Chase Mitchell, the director of performance marketing at A1 Garage Door.
Fintech
Leveraging Integrated Financing within ServiceTitan, LB Capital CEO Bill Rosell said, has been a key for the business specializing in roofing acquisitions.
Having financing options built right into ServiceTitan makes for a “frictionless environment” between LB Capital’s businesses and the customer.
“From our standpoint, it’s about efficiency,” Rosell said. “The less efficient that you are, the more fluctuation that you're going to have in the way that the sales team is going to close. We don't want that to be an option. We want to say, ‘Let's give more reasons to choose us.’”
And that has improved revenue, too. ServiceTitan customers who offer Integrated Financing have realized a 10.6% higher average ticket size.
Other financing improvements from 2024 included:
New Integrated Financing providers: Wells Fargo and Synchrony have officially joined ServiceTitan’s network of premier lenders. These integrations are available at no additional cost and are built into the sales process so your techs can lead with financing on every job.
Financing Dashboard: Get data-driven insights into financing performance without having to manually export data from ServiceTitan to create reports. Measure the effectiveness of financing strategies and ensure your techs are offering financing on every job.
Plan Optimizer: Powered by Titan Intelligence, Plan Optimizer provides a recommended set of tiers and financing plans specific to your business so you can be sure the right plans are being offered.
Also, within ServiceTitan Payments:
SMS Payment Links: Technicians or office staff can now text links to invoices to customers who prefer that.
New and improved card readers: In-person transactions are now much more efficient with new ID Tech and upgraded BBPOS card readers.
There are lots of those big-ticket jobs in roofing, so LB Capital is using the Integrated Financing tool.
Rosell said LB Capital is running 80-85% of its jobs with financing, and would like to get to 100%, though he also acknowledges that goal may not be achievable. What he does acknowledge are the benefits of financing.
“It makes it cleaner,” Rosell said. “It's easier. You don't wait on your cash. Let's put it to best use. Let's utilize ServiceTitan to make it happen.”
Community
For years, Jason Brady had heard other successfulServiceTitan users say the same thing: “The more you use ServiceTitan, the more money you make, the easier your life gets.”
But it took him a while to actually believe it.
Brady, who started Above and Beyond Service Co. in 2015, has been using ServiceTitan for almost seven years. But it wasn’t until the last three when he really started using the software to its full potential.
That’s pretty obvious when you see Brady’s TitanAdvisor (TAD) score. By Pantheon ‘24, his shop was No. 1 with a 323 score.
But Brady wasn’t alone in his successful usage of the software. Over 650 ServiceTitan customers raised their TAD scores to over 100 in 2024. That was just the start of ServiceTitan involving its customers to increase usage and make lives easier.
Customer Resource Hub launched the web-based tool on ServiceTitan.com allowing customers to easily locate available resources that help maximize the value realized from the ServiceTitan platform.
TAD Tune Up Video Series launched a video series featuring specific features of the ServiceTitan platform with step-by-step instructions for setup and tips to leverage for increased business value.
Over 1,500 customers participated in Ignite, Ember, or SparkSessions showing dedication to improving the use of the ServiceTitan platform and expanding their network.
Over 1,700 new members joined ServiceTitan Masterminds to network, exchange best practices, and learn directly from our industry experts.
There were 3,694 Pantheon attendees learning and networking together at the premier user conference in the trades (+63% from 2023).
ServiceTitan hosted eight Toolbox Live events all across the country with around 350 customers in attendance.
Additionally, 628 ServiceTitan customers earned their Certified Admin Certifications, helping them become the ServiceTitan gurus at their shops.
*Based on ServiceTitan internal data between November 1, 2023 through October 31, 2024
**Results are as reported by the customer, and have not been independently verified by ServiceTitan.
***Individual outcomes may vary based on a variety of factors and results are not guaranteed.
