Mastering ServiceTitan

In the second part of our Pantheon interview with Randi Thompson, Service Operations Manager at Bill Joplin's Air Conditioning and Heating, we discuss the evolution of their AI Virtual Agent, “Karen,” from a basic booking bot to a multi-channel asset. Randi details how the AI now handles inbound calls, outbound missed-call campaigns, text responses, and a highly successful web chat feature that converted 40% of interactions into booked jobs in its first week. She also addresses the common concern of employee displacement, explaining how the AI acts as a support system rather than a replacement for CSRs. This episode provides actionable insights into setting up AI personas, utilizing knowledge bases, and trusting automation to maintain business continuity during staffing shortages.Join us as we discuss: [1:38] Early virtual agent implementation challenges and how “Karen” is helping Randi’s team[6:58] Outbounding, handling missed calls, web chat, and custom greetings[11:11] Practical advice for CSRs and owners-operators who are on the fence about virtual agentsCheck out these resources we mentioned during the podcast:ServiceTitan MaxTorch NetworkYou 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!Don't forget to register for the Titan Creator Summit coming November 19th, 2026!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.

Randi Thompson, Service Operations Manager at Bill Joplin's Air Conditioning and Heating, joins our Pantheon booth to share how her company integrated the Max package to revolutionize their dispatching process. Despite initially being a skeptic, Randi explains how DispatchPro transformed from an “added expense” into an indispensable tool that reduced dispatcher stress and improved technician routing. She walks through the rapid implementation process (going fully live in just one week!) and reveals the specific strategies her team used to handle preferred technicians and complex routing rules. Whether you are hesitant about automation or looking to optimize your board, Randi’s journey provides a pragmatic roadmap for leveraging ServiceTitan Max to scale operations efficiently.Join us as we discuss: [1:24] Why Randi and her team adopted ServiceTitan Max and their implementation journey [7:41] Adaptive capacity, job types, skill-specific tags for technicians [11:12] The Dispatch Pro console and common hurdles users might run intoCheck out these resources we mentioned during the podcast:ServiceTitan MaxTorch NetworkYou 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!Don't forget to register for the Titan Creator Summit coming November 19th, 2026!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.

James Beyer, president of Beyer, joins us at our Pantheon booth to discuss how optimizing construction workflows has transformed his business operations. After moving his entire company into ServiceTitan on January 1st, James shares his “onion” approach to implementation: peeling back layers of functionality slowly to avoid overwhelming his team. He walks through his current focus on assigning jobs to cost codes for better labor efficiency and his upcoming transition from Smartsheet to ServiceTitan’s project planning module for a unified Gantt chart view. Additionally, James discusses launching Beyer Electrical from scratch, utilizing MarketingPro for drip campaigns to cross-sell to existing members, and leveraging AI to accelerate Pricebook and job type creation. Whether you are scaling a new trade or refining your construction processes, James provides a pragmatic roadmap for sustainable growth.Join us as we discuss: [1:04] Implementing ServiceTitan’s construction workflows in bite-sized chunks[10:52] Onboarding a new division and early marketing ups and downs[20:54] Exciting automations and leveraging AI to quickly address new job typesCheck out these resources we mentioned during the podcast:Marketing ProYou 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!Don't forget to register for the Titan Creator Summit coming November 19th, 2026!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.

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 triggersCheck out these resources we mentioned during the podcast:ServiceTitan Virtual AgentsHave 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!Don't forget to register for the Titan Creator Summit coming November 19th, 2026!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: 5/7/2026If 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 HubMastering ServiceTitan with Richard KohbergerServiceTitan webinarsServiceTitan eventsYou 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!Don't forget to register for the Titan Creator Summit coming November 19th, 2026!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.