Mastering ServiceTitan

ServiceTitan Vocabulary: The Foundation of Accurate Reporting

Sydney Biancardi [https://www.linkedin.com/in/sydney-biancardi-71307a255/], COO at Iceberg Home Services [https://icebergcooling.com/], 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 [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] 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 [https://ausha.co/privacy-policy] for more information.

How Three People Handle Calls for a 65-Person Team With AI Voice Agent

Can just three people handle calls for a 65-person team? According to Liz Larson, Office Manager at ARC Electric [https://www.arcelectric.co/] — 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. The lift up front is real, but Liz tells us why, once it is dialed in, it becomes a powerful extension of the team. Join us as we discuss:  * [3:53] Life before AI and the challenges of handling calls * [13:47] Adaptive capacity and defining what AI can book * [23:43] ARC’s AI experience so far and advice for implementing AI successfully  Check out these resources we mentioned during the podcast: * AI Voice Agent [https://www.servicetitan.com/features/pro/voice-agent] You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] 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 [https://ausha.co/privacy-policy] for more information.

Get More Out of ServiceTitan: The Resources You Might Be Missing

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 [https://www.linkedin.com/in/sena-sadeghi-549a179b/], Senior Manager of Customer Programs at ServiceTitan [https://www.servicetitan.com/], 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 [https://www.servicetitan.com/customer-resource-hub] * Mastering ServiceTitan with Richard Kohberger [https://www.servicetitan.com/podcasts/mastering-servicetitan/richard-kohberger-interview] * ServiceTitan webinars [https://www.servicetitan.com/webinar] * ServiceTitan events [https://www.servicetitan.com/events] You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] 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 [https://ausha.co/privacy-policy] for more information.

How Contact Center Pro Improves Booking Rates and Reduces Abandoned Calls

In this episode, Angela Kump [https://www.linkedin.com/in/angela-kump/], Pro Product Specialist at Contact Center Pro ServiceTitan, [https://www.linkedin.com/company/3157549/] 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 abandon rates, and why small details like headset setup and user planning can make or break your go-live. Angela also breaks down features like conversation history, Second Chance leads, and AI voice agents, and what they actually mean for day-to-day operations. Join us as we discuss:  * [2:22] How Contact Center Pro solves multi-company challenges * [11:38] What to know before implementing Contact Center Pro * [20:07] Common go-live challenges and getting buy-in from your CSRs Check out these resources we mentioned during the podcast: * ServiceTitan Phones Pro [https://www.servicetitan.com/features/pro/phones] * Dialpad [https://www.dialpad.com/] You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] 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 [https://ausha.co/privacy-policy] for more information.

Service Agreements 101: Setup, Structure, and Increased Profitability

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 [https://www.linkedin.com/in/david-helms-390779119/], Operations Manager at Edd Helms Air Conditioning and Electric [https://www.eddhelms.com/], about how service agreements evolve from a basic workflow into a system for visibility, decision making, and growth. They explore how to structure agreements in a way that reflects real work, why profitability tracking changes the conversation, and how pull-through work reveals the true value of each customer relationship. Join us as we discuss:   * [2:24] How ServiceTitan’s Service Agreements support techs in the field * [10:41] Pull-through work and why it matters * [15:34] Low-risk implementation and onboarding tips Check out these resources we mentioned during the podcast: * Service Agreements [https://help.servicetitan.com/landing-page/service-agreements] * Spark [https://airtable.com/app63y4aeKUpkJjJO/shrsQL24V12Lw0cZ5] * Torch [https://www.servicetitan.com/torchnetwork] You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] 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 [https://ausha.co/privacy-policy] for more information.