In 2023, Adams Power acquired its fourth location in Wisconsin.
At the time, the commercial electric, plumbing and HVAC shop was using different software at each office—software that rarely had updates.
Things weren’t better in the field: The mobile app was so glitchy, some techs just used paper, which could easily get lost.
According to Sarah Hawver, who has been with Adams for 12 years and counting, these software issues led to inaccurate job costing and delayed invoicing.
“We have a lot of customers that cross-pollinate (between offices and divisions),” Hawver said. “They wanted one invoice, (but we’d) have them in multiple systems. It didn't create a good customer service atmosphere.”
To get every office on the same page—and software—Adams joined ServiceTitan in November 2023. As the newly appointed ServiceTitan Ambassador at Adams, it became part of Hawver’s job to lead the transition to the new software.
She didn’t do it alone. Unlike their previous software, Hawver received plenty of help and input from ServiceTitan along the way, from onboarding to going live.
But what surprised her most was that ServiceTitan wanted her input, too.
‘They value our opinion’
When Adams joined ServiceTitan a year and a half ago, Hawver said the project-tracking feature wasn’t quite where it needed to be.
This feature was critical for Adams, which uses AIA billing on its multimillion-dollar projects.
ServiceTitan assured her that it was pouring resources into building out the feature. In fact, they wanted Hawver’s feedback as they made those improvements.
“One of the things I praise ServiceTitan for probably the most is that they listen to their customers,” Hawver said. “They're constantly trying to evolve it, make it better, improve it.”
Over the last year, ServiceTitan’s engineers have asked for Hawver’s perspective as they continue to refine new project-tracking features. She sat in on multiple calls and shared her thoughts on how the software can better support companies like Adams.
“I think it’s kind of flattering in a way,” Hawver said. “They value our opinion, they want to have these meetings with (us), and they really want to help build it.”
Soon after Adams went live with ServiceTitan, the project feature was released in beta. Since then, Hawver said the feature has undergone “huge, huge changes.”
“You can tell how much money they've put into (project features),” Hawver said. “They're really focusing on this aspect of the business.”
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Never-before-seen data
Even though Adams has continued growing—it's now up to six locations across Wisconsin and Illinois—Hawver said the company has only become more efficient.
Because now, all of its data is in one place.
Instead of hunting through multiple versions of QuickBooks, it now takes the accounting team moments to generate an invoice in ServiceTitan. And materials and labor costs are now updated in real time, with techs choosing the user-friendly mobile app instead of paper.
“Our (service invoices) are definitely getting out within a week and a half to two weeks,” Hawver said. “Versus before, it could be four weeks. You’d have customers calling and saying, ‘Hey, where's my invoice?’"
ServiceTitan also uncovered numbers nobody at Adams had seen before.
Recently, Hawver noticed that Adams had received 67,107 inbound calls in 2024. That was a number the previous software never tracked, leaving Hawver in the dark on how the business was performing.
With access to more metrics and data, it’s easier to ensure nothing slips through the cracks.
“(ServiceTitan) brought so much awareness to missed return visits,” Hawver said. “You can literally see, ‘Why isn't this job complete? Oh, because we didn't order our material.’”
As Adams scales, Hawver feels like her team finally has a software that can grow with the business.
“ServiceTitan listens, and they are growing and trying to improve their product,” Hawver said. “It’s not just (about getting) you in to leave you stagnant.”
