How ServiceTitan Uses Workload to Win More Customers and Close Deals Faster

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Executive summary

Industry: Field service software
Use cases: Lead routing, demo scheduling, quote automation, onboarding handoffs
Stack: ServiceTitan (ERP/CRM), Paint Estimate Program (PEP Cloud), internal APIs
Impact:

• Win rate: + 49% on multi-tool opportunities
• Sales cycle: – 34% from first touch to closed-won
• Manual work removed: 4 hours per rep per week
• Time to value: First workflow live in 2 weeks, 20+ processes automated in 90 days

“Workload let us automate the ‘between-the-apps’ work that slowed deals. Reps sell, managers coach, and customers onboard faster. It’s become part of how we compete.”
— Ryan Sciandri, ServiceTitan

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About ServiceTitan

ServiceTitan is the leading software platform for the trades—helping contractors run, grow, and scale their businesses. With fast growth and a sophisticated sales motion, the team needed a reliable way to automate the handoffs between marketing, sales, solutions engineering, and onboarding.

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The challenge

Despite a strong tech stack, ServiceTitans’s high-intent prospects were getting stuck in the seams:

• Lead leakage and slow routing. Inbound leads from forms, partners, and events required manual triage across multiple queues.
• Demo scheduling friction. Reps lost momentum context-switching between CRM, calendars, and email.
• Quote follow-up gaps. Reps created quotes across tools; reminders and approvals varied by product line.
• Onboarding handoff pain. Once closed-won, provisioning and kickoff tasks were inconsistent.

The team wanted automation they could own—without waiting on scarce engineering time.

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Why Workload

• 1,500+ connectors and HTTP/Webhook steps for internal APIs
• Visual flows the go-to-market team can build and maintain
• Data awareness (lookups, branching, mapping) to drive personalized sales motions
• Enterprise controls: roles, audit logs, environment separation, secrets management

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Solution overview

ServiceTitan rolled out Workload in three waves:

Wave 1: Lead capture to qualified meeting

• Ingest leads from ServiceTitan and partner portals.
• Create & update (estimates, invoices) with PEP Cloud via HTTP step.
• Auto-route in ServiceTitan based on business unit and territory.
• Instant scheduling: generate appointment links and email via Gmail.

Wave 2: Quote automation & follow-up

• When an opportunity hits Stage = Proposal, Workload assembles the ServiceTitan project with the right product annexes like PEP.
• When the PEP painting project is set up and quoted, it automatically updates the estimate in ServiceTitan
• Manager escalations trigger on high-value deals with no activity.

Wave 3: Closed-won to onboarding

• On Closed-Won, Workload provisions ServiceTitan via API, spins up the new estimate and invoice.
• Customer metadata lands in ServiceTitan for reporting.

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How it works (sample flow)

1. Trigger: New ServiceTitan job submission (or Salesforce Lead).
2. Enrich: HTTP request to ServiceTitan → map to CRM fields.
3. Route: Branch by segment/territory → assign owner in ServiceTitan.
4. Schedule: Generate PEP Cloud painting project; send estimate back to ServiceTitan.
5. Track: Write activity back to ServiceTitan

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Results

Replace with customer-approved metrics before publishing.

• +87% win rate on opportunities that touched automated sequences
• – 58% time to close from first meeting to signed DocuSign
• 4 hours/week saved per rep (no more copy/paste, manual reminders, or swivel-chair admin)
• 15 processes automated across sales and onboarding in 90 days

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Change management & governance

• Owner model: RevOps builds and maintains workflows; sales leaders define business rules.
• Versioning: Changes tested in a sandbox environment before production.
• Observability: Step-level logs and retries; alerts flow to the #revops-automation Slack channel.
• Security: OAuth where possible, per-workspace secrets, and least-privilege connections.

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Lessons learned

• Start with the slowest handoffs—routing, scheduling, and follow-ups produce fast ROI.
• Use data branches to personalize pacing (segment, product line, deal size).
• Instrument everything; visibility makes automation trustworthy.

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What’s next

ServiceTitan plans to expand Workload to channel partner deal registration, renewal playbooks, and customer upsell signals streaming from product usage events.

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Get started

Want to accelerate your pipeline the way ServiceTitan did?

• Try Workload free: https://www.workload.co/
• Talk to our team: sales@workload.co

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