Intelligent Design has been using ServiceTitan for almost a decade. But when Zack Kays joined the team two years ago, he noticed the company’s TitanAdvisor (TAD) score was only a 68.
That didn’t make much sense to him.
“ServiceTitan is an expensive customer relationship management (CRM) software, but you have to utilize all the features,” Kays, a software administrator, said. “If you've been using it for almost 10 years and you're at a 68, you're wasting your money.”
TAD scores are reflective of how many features a shop uses. Each TitanAdvisor feature is worth one to five TitanScore points, and you can earn points for a feature by completing setup and usage checkpoints. In ServiceTitan, it’s displayed by clicking on the rocketship at the top right of the home screen.
So Kays dove into the software and set out to increase their score.
He knew that Intelligent Design—a residential and commercial plumbing, electrical, HVAC and roofing shop in Tucson, Arizona—would only benefit from utilizing more ServiceTitan features.
Two years later? The company has a 197 TAD score, which is in the 85th percentile of shops around the same size (roughly 75 employees).
“There were so many improvements I made within ServiceTitan in my first six months that the scheduling office was telling me to stop turning on new features,” Kays said with a laugh.
“I turned on the Chat feature, I turned on pretty much everything that you could leverage out of it. And sometimes I would turn it on first and tell them about it after, which—my fault—I should have gotten their buy-in first.”
Intelligent Design has only seen their revenue grow in the past couple of years. In 2023, the company did $18 million in revenue, and this year, they’re shooting for $25 million.
ServiceTitan data shows that, in general, companies with higher TAD scores have faster-growing revenues than those with lower scores.
“We've actually gotten a lot better with our automations,” Kays said. “We previously were using (an additional software) to send out notifications when (techs) were coming. So we were able to really cut back on that (and just use what’s already built into ServiceTitan).”
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Before joining Intelligent Design, Kays didn’t have any experience with ServiceTitan. So how was he able to learn about the software and know which features to turn on and when? He became a Certified Administrator.
The ServiceTitan Certified Administrator program gives you the opportunity to earn a professional, industry-recognized certification that validates your knowledge and expertise using ServiceTitan.
Participating in the program will help you understand the tools ServiceTitan can bring to your company, allowing you to serve as an in-house specialist leading feature adoption and driving an even higher return on investment.
“I took about a month to complete that program. I'd highly recommend it to anybody that pays for (ServiceTitan). I watched a lot of ServiceTitan Academy videos,” Kays said. “(It’s simple.) You go in, you watch your video, and you take your test at the end.”
All of this—the program and utilizing many more ServiceTitan features—has only been a positive for Intelligent Design, Kays explained. And it makes paying for ServiceTitan money well spent.
“It's very, very beneficial,” Kays said.
