Mastering ServiceTitan

In this episode, Josh sits down with Jacqueline "Jax" Youngdahl , Training Specialist at HomeX , to discuss the company's four-week CSR training program. Jax shares how HomeX has scaled its call center from fewer than 20 agents to 60+, all while maintaining a strong focus on customer experience, confidence-building, and practical ServiceTitan training. From service calls and memberships to estimat...

In this episode, we welcome back returning guest Paul Belessis , Growth Marketing Manager at ServiceTitan , to outline an optimized summer marketing strategy. Paul breaks down how to balance wide brand awareness with hyper-targeted, multi-channel localized campaigns to capture high-ticket system replacements. He details exact tactics for mixing digital channels like Meta, Google Display Network, a...

In this episode, we talk with Sarah Ghirardo , Director of Pro Content, Marketing Pro at ServiceTitan and one of the leaders behind Atlas, the AI-powered intelligence layer built directly into the ServiceTitan platform. Sarah explains how Atlas uses real-time business data to uncover revenue opportunities, recommend marketing campaigns, and even draft and launch campaigns on a contractor's behalf....

In this episode, ServiceTitan’s own Shelby Breger and Christine Yang join the show to explore how Virtual Agents and Adaptive Capacity are helping contractors respond faster, book more jobs, and create a better customer experience. They explain how AI-powered voice and SMS agents can answer calls, follow up on leads, handle customer conversations, and automate routine tasks that often consume valu...

In this episode, we sit down with Eric Krzywicki , owner of Redding Heating & Air , to talk about leadership, sobriety, AI adoption, and rebuilding a company from the inside out. After years of struggling personally and professionally, Eric made the decision to quit drinking and fully recommit to his family, his employees, and his business. Around the same time, he implemented ServiceTitan, em...

In this episode we talk with Tim Newhook , Training Specialist at HomeX Services Group , about what it takes to roll out ServiceTitan’s new Field Mobile App (FMA) across an organization with more than 1,000 technicians. Tim shares how HomeX approached change management, built buy-in across multiple teams, and achieved an 86% adoption rate across its brands. From pilot groups and technician champio...

In this episode, we welcome Dan Lizette , the newly appointed Delivery Manager for Exteriors at ServiceTitan . Dan shares his unique perspective as a former customer and Director of Process Improvement at Mattioni Plumbing, Heating & Cooling . We dive into the specific needs of the exterior trades of roofing, siding, and gutters, and why these businesses require a project-based workflow rather...

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...

Can just three people handle calls for a 65-person team? According to Liz Larson, Office Manager at ARC Electric — yes, they can! Liz shares how her team implemented ServiceTitan’s AI voice agent and why it feels like adding a fourth person to the office. From building scripts in a simple spreadsheet to deciding what the AI should and should not book, Liz walks through the setup process in detail....

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 sho...

In this episode, Angela Kump , Pro Product Specialist at Contact Center Pro ServiceTitan, talks about  Contact Center Pro implementation. Angela shares her experience as an early adopter, from testing it in a low-risk environment to rolling it out across multiple companies with a shared call center. She walks through what makes Contact Center Pro different, how centralization impacts booking and a...

Service agreements are often treated as operational tools. Something to manage visits, schedule work, and keep things running. But in practice, they can do much more than that. In this episode, Josh talks with David Helms , Operations Manager at Edd Helms Air Conditioning and Electric , about how service agreements evolve from a basic workflow into a system for visibility, decision making, and gro...

In this episode, Scott Burns , Senior Product Manager at ServiceTitan , joins the show to discuss the major overhaul of ServiceTitan’s Dispatch Board. Scott reveals the “why” behind the new look, including the introduction of a sleeker, more modern interface designed for speed. We dive into the Activity Center, which consolidates all customer and technician communications, and explore the revamped...

In this episode, we welcome back returning guest Lorenzo Plaath , Owner and CEO of Kanara Enterprises , to discuss the critical topic of AI readiness in ServiceTitan. While many contractors are eager to adopt new tools like AI Voice Agents, Lorenzo argues that most businesses aren't foundationally prepared for them. He introduces a structured 30-60-90 day AI readiness plan designed to audit data,...

We welcome back Paul Belessis , Growth Marketing Manager at ServiceTitan , to dive deep into Spring scheduling and dispatching. Paul pieces together the puzzle of the spring season, explaining how to fill your board with maintenance calls now to clear the way for high-revenue demand calls during the summer heat. We explore the power of Adaptive Capacity for route optimization, new human-in-the-loo...

In this episode, James Beyer , Owner of Beyer Plumbing , returns to share the story behind moving his construction operations into ServiceTitan and helping test the platform’s new construction workflows. He discusses work breakdown structures, cost codes, and real time reporting, along with the challenges of implementing new workflows across an entire company. James also talks about lessons learne...

Paul Belessis , Growth Marketing Manager at ServiceTitan , joins the show to share essential Spring marketing tactics for contractors transitioning out of shoulder season. Paul discusses the critical importance of a proactive maintenance strategy to build a solid pipeline for the summer months. He breaks down how to leverage Marketing Pro for cost-effective, multi-channel campaigns, starting with...

ServiceTitan implementation can be daunting. In case you're feeling that way, this can't miss episode from 2025 is here to take that edge off. Josh and guest Kyle Urquart go the distance to allay those fears for both new instances and existing platform users who might be adding some of the great new features we've developed. Episode originally aired 8/7/2025. Ever wonder what your first steps are...

In this episode, Josh sits down with returning guest Jen Alonso , Director of Sales & Marketing at Lowry Overhead Doors , to break down how her team uses ServiceTitan Projects to bring structure and clarity to complex installation work. Jen walks through how Application for Payment functions as a smarter way to manage deposits, progress billing, and partial invoicing without creating AR confus...

Liz Haynes , Chief Experience Officer at Streamline Services , joins the show to share how her team moved from overwhelming Google Sheets to ServiceTitan Projects. Liz breaks down how she customized the Projects tab, originally designed for large-scale commercial work, to manage residential HVAC, plumbing, and electrical jobs that require permits, inspections, and multiple stages. Learn how to set...

Jessica Woodruff Smith , President and Cofounder at Boxed for the Trades , returns to discuss the ServiceTitan Accounts Payable module. Jessica explains how this core feature bridges the gap between estimated purchase order costs and actual vendor bills to provide real-time, accurate job costing. She breaks down the essential prerequisites, including a solid purchasing workflow and a clean Pricebo...

Carla Lynn, Customer Marketing Manager at ServiceTitan, joins the show to break down the 2026 winter release highlights for ServiceTitan. This episode explores four major updates designed to streamline operations: enhancements to the Field Mobile app for better project visibility, the new Atlas-powered Rule Builder for adaptive capacity, three-way matching in accounts payable to protect the bottom...

Our podcast year started off with a bang, and as a result, we're sharing our sister show, Toolbox for the Trades, and their episode around Tech FOMO, because new the new year means it's likely time you're looking at new features for your tech stack. We'll be back with more Mastering ServiceTitan next week! Episode originally Aired 1/13/2026 Contractors are drowning in tech clutter. Between AI tool...

AI voice agents are no longer a “someday” technology. They are answering real phones and booking real jobs. In this episode, we talk with Henry Cheng , Director of Product Management at ServiceTitan , about what AI voice agents are, why they matter, and how contractors are using them right now to book more calls. We dig into real performance data, including booking rates between 70% and 90%, and h...

Cameron Ferguson, HVAC Designer at Blue Valley Heating and Cooling, joins the show to discuss how Conduit Tech has revolutionized his residential sales process. By moving away from “box-for-box” replacements and embracing Lidar-powered room scanning, Cameron has stepped out of the price war and into a lane of his own. In this episode, Cameron walks through a typical design visit, explaining how to...