All-in-one field service management for residential and commercial trades
About ServiceTitan
ServiceTitan is the market leader in field service management software, with over 100,000 users across residential and commercial trades. The platform covers scheduling, dispatch, CRM, invoicing, payments, marketing analytics, and reporting. Its REST API with OAuth 2.0 authentication supports deep integration with external systems. For specialty trade contractors running 25–50 employees, ServiceTitan becomes the operational backbone — every job, every customer interaction, every invoice runs through it. The problem is that ServiceTitan is a powerful machine with nobody driving it. The average contractor uses 30–40% of the platform's capabilities [Industry estimate]. Dispatch boards are manually managed. Follow-up campaigns sit unconfigured. Reporting dashboards show default views that nobody customized. The pricebook hasn't been updated since implementation. ServiceTitan gives you the infrastructure. It does not give you the person who runs it. That person is an [IRONBACK specialist](/audit) — embedded in your business, trained on your ServiceTitan instance, operating the platform at the level it was designed for.
ServiceTitan provides cloud-based field service management including job scheduling, GPS dispatch, customer relationship management, flat-rate pricing with digital pricebooks, payment processing, marketing ROI tracking, and business reporting. The platform offers mobile apps for technicians and a dispatch board for office operations.
How an IRONBACK Specialist Works With ServiceTitan
Call Handling
After-hours voice agents connect directly to ServiceTitan via the REST API. A customer calling at 9 PM about a fire sprinkler leak gets an agent that pulls their service history, checks technician availability on the dispatch board, and books an emergency call — no voicemail, no callback delay. During business hours, the specialist monitors call booking rates and flags CSRs who are missing conversion opportunities.
Scheduling & Dispatch
The specialist optimizes your ServiceTitan dispatch board daily. Technicians are routed by skill tags, geography, and job priority. When a cancellation opens a slot, it gets filled from the unscheduled job queue within minutes — not hours. For [fire sprinkler contractors](/industries/fire-sprinkler-inspection) running recurring inspection routes, the specialist builds optimized multi-day schedules that reduce drive time and increase inspections per technician per day.
Follow-Up & Retention
Follow-up campaigns run inside ServiceTitan's marketing module — built, launched, and monitored by the specialist. Unsold estimates receive automated sequences at 3, 7, 14, and 30 days. Membership renewals trigger 60 days before expiration. Customers who haven't booked in 12 months get a re-engagement sequence. These campaigns exist in ServiceTitan as features. The specialist is the person who actually configures them.
Reporting & Intelligence
Custom dashboards get built in ServiceTitan that your management team actually uses. Revenue by business unit. Technician sold-hours vs. available-hours. Average ticket by job type. Marketing spend vs. booked revenue by campaign. Weekly KPI briefings go out every Monday morning with the three numbers that matter most to your operation — not a 40-page report nobody reads.
Estimating & Quoting
The specialist maintains your ServiceTitan pricebook — updating material costs quarterly, adding new service codes, adjusting labor rates as burdened costs change. When a technician presents an estimate in the field, the pricing is current. When a quote goes unsold, it enters the follow-up pipeline automatically. The pricebook is the revenue engine. Keeping it calibrated is an ongoing task, not a one-time setup.
What ServiceTitan Doesn't Solve
ServiceTitan is good at what it does. Here is what it does not do — and what that costs you.
ServiceTitan has a marketing module. Nobody at your company configured it.
Follow-up campaigns go live within the first 30 days. Unsold estimates, lapsed customers, membership renewals, seasonal promotions — each gets a structured sequence with measured conversion rates. The average contractor leaves $150,000–$300,000/year in unsold estimates sitting in ServiceTitan with zero follow-up [Industry estimate].
Your dispatch board is a manual operation. Cancellations leave holes. Routes overlap.
The specialist manages the dispatch board as an active, optimized system. Cancellations trigger immediate backfill from the unscheduled queue. Routes are built by geography and skill tags. For a 30-person operation running 8–12 technicians daily, optimized dispatch recovers 1–2 hours of productive time per technician per week. At a crew tech burdened rate of $85/hour, that is $35,000–$70,000/year in recovered capacity [Industry estimate].
The pricebook hasn't been updated in 18 months. Your margins are eroding.
A pricebook audit against current supplier pricing and burdened labor rates identifies material cost increases that weren't passed through. Most contractors discover 5–12% margin erosion on their most common service codes [Industry estimate]. On $3M in annual revenue, that is $150,000–$360,000 in lost margin.
After-hours calls go to an answering service that takes a message. The customer calls someone else.
An AI voice agent connected to ServiceTitan's API books jobs, checks technician availability, and dispatches emergencies — not tomorrow morning, but during the call. After-hours booking rates typically improve from under 10% to over 60% when a caller gets service instead of a message pad [Industry estimate].
Real-World Example
A 40-person fire protection and commercial service contractor using ServiceTitan for scheduling, dispatch, and invoicing. Three CSRs handle inbound calls. One dispatcher manages 10 technicians. ServiceTitan was implemented 2 years ago but has not been optimized since initial setup.
CSRs book calls manually with no scripting or conversion tracking. The dispatcher manages the board reactively — cancellations leave open slots for an average of 3 hours before being filled. Unsold estimates total $1.2M in ServiceTitan with no follow-up campaign active. The pricebook was last updated 14 months ago. After-hours calls route to a third-party answering service at $1.50/call — 70% of after-hours callers leave a message and never call back [Industry estimate]. Marketing spend is $8,000/month with no attribution configured. At $32/hour for the dispatcher and $30/hour for CSRs, the office operations payroll runs $270,000/year before benefits.
ServiceTitan gets reconfigured over a 4-month build phase. Marketing campaigns activate on unsold estimates, lapsed customers, and membership renewals. The dispatch board runs on optimized routing with automated backfill. The pricebook is updated with current material and labor costs. An after-hours voice agent connects to ServiceTitan's booking API. Marketing attribution tracks cost-per-booked-job by campaign. A weekly KPI briefing goes out every Monday at 7 AM.
Frequently Asked Questions
No. ServiceTitan is your field service management platform. An IRONBACK specialist is the trained operations person who runs it at full capacity. Most contractors use 30–40% of ServiceTitan's features. The specialist activates the other 60% — marketing campaigns, pricebook management, dispatch optimization, reporting dashboards, and API integrations.
Yes. ServiceTitan provides a REST API with OAuth 2.0 authentication. The specialist uses it to connect after-hours voice agents, pull data for custom reporting, trigger automated workflows, and sync information with other tools in your stack. API integration is configured during the build phase — the specialist handles the technical setup.
Your ServiceTitan CSM advises on platform features. They do not log into your instance daily, manage your dispatch board, build your follow-up campaigns, update your pricebook, or configure your after-hours call handling. An IRONBACK specialist does. The CSM tells you what the platform can do. The specialist does it.
The [$7,500 AI Operations Assessment](/audit) identifies the highest-value opportunities in your ServiceTitan instance during weeks one and two. The build phase (months 1–4) activates those opportunities in priority order: follow-up campaigns and after-hours call handling typically go live in month one, dispatch optimization and pricebook updates in month two, custom reporting and deeper integrations in months three and four.
Yes. Many specialty trade contractors run ServiceTitan alongside vertical tools — [BuildingReports](/integrations/buildingreports) for compliance, [Inspect Point](/integrations/inspectpoint) for inspection forms, or PataBid for estimating. The specialist unifies these systems so data flows between them without double entry. ServiceTitan becomes the operational hub. The vertical tools feed into it.
Our $7,500 AI Operations Assessment audits your ServiceTitan instance and identifies every feature, campaign, and workflow that should be active but isn't. Two weeks. $50,000 value guarantee.
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