Mastering ServiceTitan

ServiceTitan Virtual Agents are evolving rapidly, expanding beyond voice to include SMS and web chat capabilities that help trades businesses capture more leads and free up office staff. Matthew Webb, Senior Solutions Engineer at ServiceTitan, joins the show to break down the “Three Cs of Change”: channel, collaboration, and customer base. From handling after-hours emergencies and overflow calls to automating unsold estimate follow-ups, Matthew shares a framework for implementing AI without overwhelming your team. Whether you are just dipping your toe in with overflow calls or looking to build advanced custom escalation triggers, this episode provides a pragmatic roadmap to simplify your operations before you scale.

Join us as we discuss: 

• [00:45] Best practices for virtual agents, where to start with implementation, and easing customers into AI voice agents
• [17:53] Call forwarding, adaptive capacity, and rules configuration
• [26:36] Managing your virtual agent’s knowledge base and escalation triggers
  

Check out these resources we mentioned during the podcast:

• ServiceTitan Virtual Agents
• Have questions about how ServiceTitan’s virtual agents can help your business? Reach out to Matthew at [email protected] or [email protected]!
  

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

As we wind up for Pantheon 2026, we're bringing few great episodes back from the past to prep you for the big show and bring you new, amazing conversations. We'll be back on 10/15/2026 with Pantheon's breakdown and conversations.

Originally Aired: 5/7/2026

If you’ve ever felt like you’re only scratching the surface of ServiceTitan, this episode is for you. There are more resources available than most people realize. Some are built into the software. Others are programs, communities, or events designed to help you get more out of what you already have. In this episode, Sena Sadeghi, Senior Manager of Customer Programs at ServiceTitan, joins the show once again to walk through the full ecosystem. From tools like Titan Advisor and ATLAS to programs like Ignite, Ember, and Spark, they break down what’s there, how it works, and where to start.

Join us as we discuss: 

• [4:23] ATLAS and the future of AI in ServiceTitan
• [13:13] Business best practices with Contractor Playbook and Masterminds 
• [24:22] Why Pantheon is the biggest event of the year you should mark 

Check out these resources we mentioned during the podcast:

• ServiceTitan Customer Resource Hub
• Mastering ServiceTitan with Richard Kohberger
• ServiceTitan webinars
• ServiceTitan events

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

AI adoption in the trades might feel like a gamble to some, but for Jen Alonso, Director of Sales & Marketing at Lowry Overhead Doors, it was a no-brainer. In this episode, Jen breaks down how her medium-sized garage door company overcame the five biggest barriers to AI adoption, from staffing fears to integration headaches, unlocking massive efficiency gains. Jen shares real-world stories of deploying “Dory,” their AI virtual agent, utilizing Atlas for instant marketing campaigns, and automating dispatch to increase revenue per tech by 12% in a single month. Whether you're skeptical about AI or just don't know where to start, Jen’s pragmatic approach provides a clear roadmap for using AI to eliminate mundane tasks, reclaim time, and grow your team's careers.

Join us as we discuss: 

• [2:02] What drove Lowry to adopt ServiceTitan’s virtual agents and getting their team onboard 
• [12:18] Calculating clear ROI for AI tools and ServiceTitan’s MAX package
• [21:17] Why distinctive virtual agents for different customer bases are important
• [32:06] How Atlas and Marketing Pro helped Lowry with marketing copy and messaging
• [40:39] Practical tips for contractors thinking about implementing AI in their workflows
  

Check out these resources we mentioned during the podcast:

• Register for Pantheon 2026 in Orlando, FL here!
• ServiceTitan Max Package
• ServiceTitan Virtual Agents
  

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

As we wind up for Pantheon 2026, we're bringing few great episodes back from the past to prep you for the big show and bring you new, amazing conversations. We'll be back on 10/15/2026 with Pantheon's breakdown and conversations.

Episode Originally Aired: 7/22/2025

Contractors know the pain of a chaotic back office. Between recruiting, onboarding, payroll, and compliance, it’s easy for things to spiral into a full-blown admin dumpster fire. In this episode, Miter CEO and Co-founder Connor Watumull shares how to put out those flames forever. Hear how Miter’s integration with ServiceTitan helps contractors modernize their operations, reduce manual tasks, and build stronger, more loyal teams. Connor explains why onboarding is the most important loyalty test, how to turn your hiring process into a recruiting advantage, and what the most successful contractors are doing to scale without drowning in paperwork.

Join us as we discuss:

• [1:07] How platforms like Miter help growing contractors with their admin tasks
• [9:38] The biggest mistakes contractors make with hiring and onboarding
• [23:15] Payroll headaches and how Miter can help you fix them

Check out these resources we mentioned during the podcast:

• Quickbooks
• Sage
• ADP
• Paychex
•  Acumatica
•  NetSuite

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Effective shoulder season marketing is the difference between a stagnant board and a thriving business during demand dips. Paul Belessis, Growth Marketing Manager at ServiceTitan, sits down with Kelsey Knutsen, Marketing Director at Crisafulli Bros Home Services, and Andrea Reagan, CMO at Above & Beyond Service Company, to share proven strategies for filling the gaps. The trio discusses leveraging unsold estimates through automated follow-ups, utilizing A/B testing to refine high-converting offers, and deploying hyper-targeted direct mail based on ServiceTitan data. They also explore the power of AI voice agents for speed-to-lead and the importance of internal team alignment. Whether you're navigating a dip in HVAC calls or looking to cross-sell plumbing and electrical services, this episode provides a tactical blueprint for maintaining consistent growth year-round.

Join us as we discuss: 

• [5:32] Implementing a shoulder season strategy and attacking unsold estimates
• [11:56] Centralizing your internal communication and incentivizing technicians
• [20:24] A/B testing, direct mail, financing, and social media marketing
• [35:27] Winning your neighborhood and knowing when to throttle your marketing spend
• [38:31] Tailoring AI agents to echo your brand’s voice and culture

Check out these resources we mentioned during the podcast:

• Marketing Pro
• Dispatch Pro
• Field Pro
• Atlas
• ServiceTitan Max

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Sabrina Withers, owner and marketing manager at O'Shea Trades in Melbourne, Australia, joins the show to explore how systematizing the customer journey and marketing attribution fueled a staggering 2,000% business growth over six years. Sabrina breaks down the transition from disjointed marketing data to full end-to-end revenue attribution using Marketing Pro and Scheduling Pro. She shares O'Shea's framework for multi-trade cross-promotion, non-intrusive quote follow-up workflows, and high-impact physical leave-behinds. Sabrina also details how Australian privacy rules reshaped their approach to referral generation, audience segmentation, and personalized customer care.

Join us as we discuss: 

• [1:15] How ServiceTitan amplifies the customer journey by augmenting every touchpoint
• [8:17] Approaching conversations with new customers, referrals, and training
• [14:38] Which customer touchpoints should be automated and the ones you should keep in human hands
• [20:37] Why many contractors underestimate the need for marketing literature that educates customers
• [25:03] Tracking unsold jobs and timely follow-ups with potential customers
  

Check out these resources we mentioned during the podcast:

• Marketing Pro
• Scheduling Pro
  

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Danielle Combs, Program Manager for Customer and Partner Relations at ServiceTitan, joins the show to dive into the newly launched ServiceTitan Certified Technician Program. Danielle explains how this milestone certification breaks new ground by being available to non-users and trade school students, helping shops recruit tech-forward talent and significantly reduce time-to-revenue for new hires. She walks through the 10-section curriculum built on the new Field mobile app, spanning job lifecycle navigation, Pricebook utilization, equipment findings, and multi-tier financing. Danielle also shares how the gamified “Explorer to Commander” structure uses real interactive click-through simulations customized to specific trades, and provides actionable advice for getting buy-in across your entire technician roster.

Join us as we discuss: 

• [1:10] A brief overview of ServiceTitan’s Certified User Program and the introduction of the Certified Technician Program 

• [11:29] Ten key comprehensions covered by the program, including job lifecycle, estimates, and item management

• [28:33] The program’s three leveling tiers: Explorer, Navigator, and Commander 
  

Check out these resources we mentioned during the podcast:

• Click one of the following links to check out the new ServiceTitan Certified Technician Program:

  • Current ServiceTitan Users

  • Trade School Users

  • School Registration

• ServiceTitan Certified User Program

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Amanda Root, CEO at Tri-City Home Solutions, joins the show to discuss how a third-generation, 60-year-old family business rapidly modernized its operations using ServiceTitan Virtual Agents. Amanda shares her candid story of abandoning a costly custom Salesforce build to “rip the Band-Aid off” and fully align her processes with ServiceTitan's core workflows. She walks through the real-world deployment of their AI voice agent, including an accidental Friday afternoon email blast that tested the bot under fire. Amanda details how pairing Virtual Agents with Adaptive Capacity and the ServiceTitan Max program helped her team drive a 186% increase in book-call revenue while freeing up human CSRs to focus on high-touch tasks.

Join us as we discuss: 

• [3:19] How Amanda framed their first voice agent for Tri City’s CSR team and how it helped with a chaotic scheduling snafu
• [12:13] The significant ROI that Tri City has seen from its voice agents and onboarding advice
• [21:27] How Tri City rolled out their voice agent to customers and handing off after hours calls
  

Check out these resources we mentioned during the podcast:

• ServiceTitan Virtual Agents
• ServiceTitan Max
• Scorpion
  

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

High season is heating up and this summer we're bringing you some of the best episodes from both our shows on the ServiceTitan Podcast Network.

Between new episodes, ones from the past you might have missed, and conversations and checkins from over 2 years and nearly 100 episodes - there's so much to learn about running your trades business better than ever.

Originally Aired 5/14/2026

Sydney Biancardi, COO at Iceberg Home Services, joins the show to discuss the critical importance of ServiceTitan data fundamentals. Sydney shares her epic journey from starting as a CSR who offloaded shipments with a forklift to becoming a COO obsessed with data integrity. In this episode, we break down why mastering ServiceTitan vocabulary is the first step toward accurate reporting and how a deep understanding of the software's back end allows for smarter, more predictable business scaling. Sydney offers advice on avoiding common data misconceptions and explains how cross-training employees in different roles can provide the context needed to maintain a well-oiled machine.

Join us as we discuss: 

• [3:07] The importance of clean data and common language

• [13:11] ServiceTitan implementation, SOPs, and micromanagement 

• [21:23] Why tracking booking rates and abandoned calls is a gamechanger

• [26:35] A deeper dive into the differences between jobs and opportunities

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Adam Terranova, Senior Director of Marketing at Authority Brands, joins the show to dissect the massive task of rolling out ServiceTitan across more than 500 franchise locations. Adam shares his framework for enterprise change management, explaining why establishing a clear collective vision must precede tactical training. He walks through the strategic “molecule model” for expanding into Pro products, advocating for Scheduling Pro as the essential bridge between marketing campaigns and consumer engagement. Additionally, Adam reveals how Authority Brands scaled rollout logistics by standardizing setup decisions at the corporate level and emphasizes why a rock-solid ServiceTitan Core foundation is mandatory before implementing any advanced add-ons.

Join us as we discuss: 

• [1:02] Authority Brands’ decision to roll out ServiceTitan for all of their franchisees and lessons learned

• [6:19] Why Scheduling Pro should be the first module you add to your core ServiceTitan

• [9:18] Implementing multiple Pro products across hundred of locations and some best practices

• [15:55] Why a focus on the customer is a collective win for everyone in the trades
  

Check out these resources we mentioned during the podcast:

• Enterprise Hub

• Scheduling Pro
  

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.

Hosted on Ausha. See ausha.co/privacy-policy for more information.